it service desk job description resume

IT Service Desk Resume Sample

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Work Experience

• 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
• 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)
• 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

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
• 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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.

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

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

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

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

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

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

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

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,

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

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

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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• IT Helpdesk Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on IT Helpdesk Resumes:

• Respond to and resolve IT support tickets submitted by end-users
• Install, configure, and troubleshoot hardware and software for end-users
• Provide technical support for desktops, laptops, printers, and mobile devices
• Manage user accounts and permissions in Active Directory
• Monitor and maintain network infrastructure, including switches, routers, and firewalls
• Perform regular backups and disaster recovery procedures
• Conduct security audits and implement security measures to protect against cyber threats
• Collaborate with other IT teams to resolve complex technical issues
• Train end-users on new software and hardware systems
• Document IT processes and procedures for future reference and training purposes

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IT Helpdesk Resume Example:

• Implemented security protocols, monitored and maintained company systems, and resolved user issues before escalations with an average response time of 6 minutes
• Evaluated and introduced new IT solutions, including hardware and software, to increase employee productivity by 30%
• Developed and trained end-users on company-specific applications and software that decreased help desk tickets over 45%
• Reduced total system downtime by 40% through successful diagnostic and preventive maintenance on systems, networks, and applications
• Researched and successfully integrated a cloud-based system to streamline operations and improve customer service
• Flawlessly maintained and updated inventory of IT resources, troubleshooting any issues and providing solutions in a swift and effective manner
• Constructed and launched video tutorials and user guides to help end-users on how to use the system with improved accuracy and efficiency
• Assisted in the installation and configuration of various software and hardware, ensuring minimal error and zero downtime
• Consistently exceeded expectations for end-user onboarding, providing them with technical support and training and leading to a 95% customer satisfaction rating
• Network troubleshooting and diagnostics
• System/Server administration
• Data/System security protocols
• End-user support & training
• Remote IT Infrastructure management
• System integration and configuration
• Cloud computing and storage
• Installation of hardware and software
• Antivirus, anti-malware and malware removal
• Network monitoring and performance optimization
• User account administration & management
• Network and system scripting
• Documentation and user guides creation
• Scripting & Automation technologies
• Incident handling & resolution
• Helpdesk ticketing software
• IT asset inventory management
• Video conferencing & remote access tools
• VoIPand telecommunication techniques
• Change & Problem Management principles
• Information Technology
• Computer Science

Top Skills & Keywords for IT Helpdesk Resumes:

Hard skills.

• Troubleshooting and Problem Solving
• Technical Support and Customer Service
• Network Administration and Maintenance
• Operating System Installation and Configuration
• Hardware and Software Installation and Configuration
• Remote Desktop Support
• Active Directory Management
• Firewall and Security Management
• Backup and Disaster Recovery
• Cloud Computing and Virtualization
• Mobile Device Management
• ITIL Framework and Service Management

Soft Skills

• Communication and Interpersonal Skills
• Problem Solving and Troubleshooting
• Time Management and Prioritization
• Attention to Detail and Accuracy
• Patience and Empathy
• Adaptability and Flexibility
• Customer Service and Support
• Technical Aptitude and Knowledge
• Teamwork and Collaboration
• Active Listening and Feedback Incorporation
• Analytical and Critical Thinking
• Stress Management and Resilience

Resume Action Verbs for IT Helpdesks:

• Troubleshooted
• Communicated
• Collaborated
• Implemented
• Prioritized
• Investigated
• Coordinated
• Facilitated

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Resume FAQs for IT Helpdesks:

How long should i make my it helpdesk resume, what is the best way to format a it helpdesk resume, which keywords are important to highlight in a it helpdesk resume, how should i write my resume if i have no experience as a it helpdesk, compare your it helpdesk resume to a job description:.

• Identify opportunities to further tailor your resume to the IT Helpdesk job
• Improve your keyword usage to align your experience and skills with the position
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Related Resumes for IT Helpdesks:

It support analyst, it support specialist, it support manager, it service manager, it systems analyst, it security analyst, it system administrator, it architect.

Service Desk Analyst Resume Examples and Templates

This page provides you with Service Desk Analyst resume samples to use to create your own resume with our easy-to-use resume builder . Below you'll find our how-to section that will guide you through each section of a Service Desk Analyst resume.

What do Hiring Managers look for in a Service Desk Analyst Resume

• Technical Proficiency: Strong understanding of IT systems and the ability to diagnose and resolve technical issues efficiently.
• Customer Service Skills: Excellent customer service and communication skills to assist users and address their IT-related concerns.
• Problem-Solving Abilities: Capability to analyze and troubleshoot technical problems and provide timely solutions.
• Documentation Skills: Attention to detail in documenting and maintaining records of user issues and resolutions.
• Time Management: Efficiently manage and prioritize multiple support requests while adhering to service level agreements (SLAs).

How to Write a Service Desk Analyst Resume?

To write a professional Service Desk Analyst resume, follow these steps:

• Select the right Service Desk Analyst resume template.
• Write a professional summary at the top explaining your Service Desk Analyst’s experience and achievements.
• Follow the STAR method while writing your Service Desk Analyst resume’s work experience. Show what you were responsible for and what you achieved as a Service Desk Analyst.
• List your top Service Desk Analyst skills in a separate skills section.

How to Write Your Service Desk Analyst Resume Header?

Write the perfect Service Desk Analyst resume header by:

• Adding your full name at the top of the header.
• Add a photo to your resume if you are applying for jobs outside of the US. For applying to jobs within the US, avoid adding photo to your resume header.
• Add your current Service Desk Analyst position to the header to show relevance.
• Add your current city, your phone number and a professional email address.
• Finally, add a link to your portfolio to the Service Desk Analyst resume header. If there’s no portfolio link to add, consider adding a link to your LinkedIn profile instead.
• Bad Service Desk Analyst Resume Example - Header Section

Rayna 7704 Clay St. Huntley, IL 60142 Marital Status: Married, email: [email protected]

• Good Service Desk Analyst Resume Example - Header Section

Rayna Walton, Huntley, IL, Phone number: +1-555-555-5555, Link: linkedin/in/johndoe

Make sure to add a professional looking email address while writing your resume header. Let’s assume your name is John Doe - here is a formula you can use to create email addresses:

• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]

For a Service Desk Analyst email, we recommend you either go with a custom domain name ( [email protected] ) or select a very reputed email provider (Gmail or Outlook).

How to Write a Professional Service Desk Analyst Resume Summary?

Use this template to write the best Service Desk Analyst resume summary: Service Desk Analyst with [number of years] experience of [top 2-3 skills]. Achieved [top achievement]. Expert at [X], [Y] and [Z].

How to Write a Service Desk Analyst Resume Experience Section?

Here’s how you can write a job winning Service Desk Analyst resume experience section:

• Write your Service Desk Analyst work experience in a reverse chronological order.
• Use bullets instead of paragraphs to explain your Service Desk Analyst work experience.
• While describing your work experience focus on highlighting what you did and the impact you made (you can use numbers to describe your success as a Service Desk Analyst).
• Use action verbs in your bullet points.

Service Desk Analyst Resume Example

Service Desk Analyst

• Created mailboxes and managed access delegation for email accounts.
• Provided remote troubleshooting support for software and hardware issues.
• Served as the first point of contact for all IT issues within the organization.
• Sent notifications to relevant entities regarding planned maintenance and incidents.
• Demonstrated knowledge of incident, request, problem, and change management processes.
• Possessed a thorough understanding of ITIL concepts and best practices.

IT Service Desk Analyst Resume Example

IT Service Desk Analyst

• Created new user profiles, monitored access levels, granted special permissions, and managed accounts on Salesforce CRM.
• Utilized Service-Now and CASD ITSM ticketing tools to log issues, interactions, reports, and incidents, and triaged them to the Level-2 Support Team.
• Provided face-to-face support for all IT-related hardware and software concerns.
• Attended to service requests promptly and addressed them in a timely manner.
• Troubleshot application, hardware, user, and networking issues to restore normal service functionality.

Service Desk Analyst (Intern) Resume Example

Service Desk Analyst (Intern)

• Provided first-level technical assistance via phone and electronically for all IT-related issues and requests.
• Identified potential issues, troubleshooted application-related problems, and escalated them as needed.
• Supported and troubleshooted end-users with their use of internal applications.
• Identified and escalated situations requiring urgent attention.
• Escalated recurring problems to the Service Desk supervisor.
• Followed up with end-users to provide status updates in accordance with Service Level guidelines.
• Supported the company's content management and file-sharing application.
• Coordinated and collaborated with other technical support groups, serving as a single point of contact for end-users.
• Initiated and completed onboarding and offboarding activities for new hires and departures.
• Provided training on the functionalities and capabilities of file sharing and other internal applications.
• Logged all incidents and requests in the ITSM tool.
• Provided technical assistance for troubleshooting network problems through inbound calls, emails, and outbound tele-support.
• Assisted the network team by configuring computer systems, diagnosing software problems, and managing Windows Server 2008 R2 and 2012.
• Utilized ticketing software such as Zendesk for issue tracking and resolution.
• Maintained a strong record of accomplishment for collaborating with cross-functional and cross-cultural teams.
• Delivered timely resolutions for customer issues and queries while adhering to defined SLAs and KPIs.
• Proficiently collected issue-related information from customers and escalated it to the appropriate help desk level associate.
• Supported peers in installing and analyzing applications and tools.
• Executed daily tasks within the ITIL framework.
• Prepared and maintained audit reports for a year.

Senior Service Desk Analyst Resume Example

Senior Service Desk Analyst

• Managed, received, and logged calls via telephone and email.
• Provided 1st and 2nd line support, troubleshooting IT-related problems ranging from software to hardware, including laptops, PCs, and printers.
• Escalated unresolved calls to other departments, such as Infrastructure.
• Maintained a high degree of customer service for all support queries and adhered to all service management principles.
• Troubleshot network issues.
• Managed user accounts on Active Directory, including tasks such as handling new starters, leavers, folder permissions, and password resets.
• Documented all calls on the call logging system.
• Configured emails and VPN for users.
• Attended on-site visits when problems couldn't be resolved remotely.

Multilingual Service Desk Analyst Resume Example

Multilingual Service Desk Analyst

• Identified and troubleshooted desktop and notebook problems, including hardware and software issues, network problems, and printer-related concerns, through phone calls, chat, email, or online ticket submissions.
• Engaged directly with end-users via phone, chat, and email to provide technical support.
• Delivered services in multiple languages, including French, Spanish, and English.
• Effectively managed incoming support requests from internal staff using various communication channels such as telephone, email, and web portals.
• Prioritized customer satisfaction by following ITIL processes and efficiently addressing incoming requests.
• Maintained thorough documentation for each request, including all interactions with end-users and the solutions provided.
• Delivered level 1 technical support via telephone and email to assist users with computer software and hardware issues.
• Addressed user inquiries, guided them through troubleshooting steps, and resolved problems effectively.
• Executed commands and monitored system operations to ensure proper functionality and identify errors.
• Analyzed information and assessed outcomes to select the most suitable solutions for issue resolution.
• Stayed current with technical knowledge by leveraging end-user feedback, collaborating with peers, and referring to knowledge base articles.
• Demonstrated commitment to delivering exceptional customer service and adhering to industry best practices.
• Possessed a composed and confident telephone demeanor, capable of setting clear expectations and providing reassurance to users.
• Managed support tickets efficiently, including triaging, collecting minimum data sets, categorizing, prioritizing, and assigning tasks to maintain key performance indicators.
• Took ownership of support tickets, maintained regular communication with users to provide progress updates, and acted as a subject matter expert, escalating issues when necessary.
• Maintained a proactive mindset, closing knowledge gaps, and minimizing waste.
• Contributed to the development of technical support articles in the knowledge management database.
• Promoted service improvement by creating process and procedure documentation.
• Executed critical procedural tasks accurately and promptly, including handling starter, mover, and leaver requests, as well as access provisioning.
• Proficiently identified and managed InfoSec, risk, and compliance issues.
• Demonstrated the ability to work independently while also supporting colleagues and the broader IT function.
• Assisted with major incident management and problem management processes when required.
• Conducted investigations into minor security breaches in accordance with established procedures.
• Assisted users in defining their access rights and privileges, and operated agreed logical access controls and security systems.
• Maintained detailed security records and documentation.
• Identified and resolved issues with bespoke applications, utilizing application management software and performing applications maintenance tasks.
• Administered user accounts and permissions using Active Directory.
• Managed Microsoft Exchange 2010, including creating mailboxes and distribution groups.
• Provided support for Microsoft Office 2010.
• Administered and troubleshooted Active Directory.
• Installed printers and promptly addressed printer-related issues.
• Responded to support requests by providing information to facilitate incident resolution and allocated unresolved calls as appropriate.
• Supervised and provided guidance to a team of 13 Service Desk team members.
• Managed the full operations of the Service Desk in the absence of the Service Desk Manager.
• Coordinated the response and communications for priority 1 incidents.
• Implemented a training plan for the Service Desk and conducted training sessions for new team members.
• Led sessions to enhance the skills of team members, improving performance and meeting Service Level Targets.
• Assisted in performance management of underperforming team members.
• Developed and managed rosters, serving as the first point of contact for shift changes and leave requests.
• Conducted interviews for vacant Service Desk Analyst positions.
• Represented the Service Desk team in weekly meetings with the General Manager of IT and IT team leads.
• Participated in the Officeworks Future Leaders program and contributed to the successful deployment of a new ServiceNow instance while overseeing day-to-day Service Desk operations.

Top Service Desk Analyst Resume Skills for 2023

• IT Ticketing Systems
• Incident Management
• Problem Solving
• Technical Troubleshooting
• Customer Support
• Remote Desktop Support
• Active Directory Management
• Hardware and Software Diagnosis
• Windows Operating Systems
• Microsoft Office Suite
• Knowledge Base Management
• ITIL (Information Technology Infrastructure Library)
• Service Level Agreements (SLAs)
• User Account Management
• Network Connectivity Troubleshooting
• Email Configuration and Support
• VPN Support
• Printer and Peripheral Troubleshooting
• Mobile Device Support (iOS, Android)
• Password Reset and Account Recovery
• IT Security Awareness
• Hardware Installation and Setup
• Software Installation and Updates
• Remote Assistance Tools
• System and Application Logging
• Virtual Private Networks (VPNs)
• IT Documentation
• Communication Skills
• End-User Training
• Incident Escalation Procedures
• Remote Support Tools (e.g., TeamViewer, Remote Desktop)
• Active Directory User Management
• IT Asset Management
• Network Printer Configuration
• Antivirus Software Support
• Incident Reporting
• Knowledge Base Article Creation
• Patch Management
• Microsoft Exchange Support
• Mobile Device Management (MDM)
• Windows Server Administration
• Firewall Rules and Configuration
• Network Protocols (TCP/IP, DNS, DHCP)
• Troubleshooting Remote Access
• Service Desk Metrics Analysis
• Incident Trend Analysis
• Problem Management
• Root Cause Analysis
• Change Request Management
• IT Service Desk Best Practices

How Long Should my Service Desk Analyst Resume be?

Your Service Desk Analyst resume length should be less than one or two pages maximum. Unless you have more than 25 years of experience, any resume that’s more than two pages would appear to be too long and risk getting rejected.

On an average, for Service Desk Analyst, we see most resumes have a length of 2. And, that’s why we advise you to keep the resume length appropriate to not get rejected.

How can I highlight my technical support experience on a Service Desk Analyst resume?

To highlight your technical support experience, focus on your ability to troubleshoot and resolve IT issues, manage service tickets, and provide excellent customer service. Include examples of how you successfully diagnosed and fixed software or hardware problems, supported end-users, and ensured minimal downtime. Mention your familiarity with common IT tools, such as remote desktop software, ticketing systems, and ITIL practices.

What are the key skills to feature on a Service Desk Analyst resume?

Key skills to feature include technical troubleshooting, customer service, knowledge of operating systems (Windows, macOS, Linux), and familiarity with common software applications. Additionally, highlight your experience with remote support tools, incident management, and your ability to prioritize and manage multiple support tickets. Emphasize your communication skills, both verbal and written, as they are crucial in explaining technical issues to non-technical users.

How do I demonstrate my problem-solving abilities on a Service Desk Analyst resume?

Demonstrate your problem-solving abilities by providing specific examples of complex IT issues you’ve successfully resolved. Mention the steps you took to diagnose the problem, the tools you used, and how you communicated the solution to the end-user. Highlight any instances where your quick thinking prevented extended downtime or improved the user experience.

Should I include metrics on my Service Desk Analyst resume? If so, what kind?

Including metrics can help quantify your impact as a Service Desk Analyst. For example, you could mention the average time it took you to resolve tickets, the number of tickets handled daily or weekly, your customer satisfaction scores, or the percentage of issues resolved on the first contact. Metrics provide tangible evidence of your efficiency and effectiveness in the role.

How can I showcase my experience with IT service management (ITSM) frameworks like ITIL on my resume?

You can showcase your experience with ITSM frameworks like ITIL by mentioning your knowledge of ITIL principles, such as incident management, change management, and problem management. Include any certifications you have, such as ITIL Foundation, and describe how you applied these principles to improve service delivery, reduce incident resolution times, or enhance the overall efficiency of the service desk.

What kind of achievements should I highlight as a Service Desk Analyst?

Highlight achievements such as reducing ticket resolution times, improving customer satisfaction scores, implementing new support processes, or receiving commendations from users or management for outstanding service. You could also mention any contributions you made to knowledge base articles or training materials that helped improve the overall efficiency of the service desk.

How do I address a lack of experience on a Service Desk Analyst resume?

If you lack experience, focus on transferable skills such as technical aptitude, customer service, and your ability to learn quickly. Mention any relevant internships, part-time jobs, or volunteer work where you provided technical support or helped others with IT-related issues. Emphasize your enthusiasm for technology and your eagerness to develop your skills in a service desk role.

How important is familiarity with different operating systems and software applications for a Service Desk Analyst?

Familiarity with different operating systems and software applications is very important for a Service Desk Analyst, as you’ll need to support a variety of environments. Highlight your experience with major operating systems like Windows, macOS, and Linux, as well as common software used in corporate settings, such as Microsoft Office, VPN clients, and antivirus programs. Mention any experience you have in troubleshooting network issues or configuring hardware.

How can I demonstrate my ability to handle high-pressure situations on my resume?

Demonstrate your ability to handle high-pressure situations by describing instances where you successfully managed multiple high-priority tickets simultaneously or resolved critical issues under tight deadlines. Mention how you stayed calm, prioritized tasks, and communicated effectively with users and other IT teams to ensure swift resolution.

Should I include certifications on my Service Desk Analyst resume?

Yes, including certifications is important as they demonstrate your technical expertise and commitment to professional development. Certifications such as CompTIA A+, Microsoft Certified: Fundamentals, or ITIL Foundation can add significant value to your resume and make you stand out to potential employers.

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Service Desk Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the service desk job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Respond to requests for assistance at user workstation as well as providing phone and remote desktop support to remote offices/users
• Plan and manage changes and improvements
• Work with the Market Coordinators to document and communication process changes and improvements
• Drive campaign management process enhancements to improve data usage within the organisation
• Performing project work as assigned
• Manage ticket escalations from the markets/market coordinators
• Performs other duties as assigned
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Provide Tier I contact and incident resolution to customers with hardware, software, and application problems
• Working knowledge of windows server and network technologies
• Providing technical guidance and support of subordinate positions
• Provide polite and friendly customer service
• Participate in organizations change management process
• Assisting users in IT problem recognition, research, isolation and resolution
• Work within the defined Incident, Request, Asset, and Change Management processes
• Ensure problem root cause analysis is performed in accordance to SAS’ Problem Management Standards
• Perform all job related responsibilities with minimal management direction and guidance
• Manage support interactions through the IT Service Management System
• Performs other duties as assigned by management
• Maintain desktop configurations to provide performance monitoring and tuning of systems
• Assist Management in gathering information and creating processes, procedures, and policies
• Ability to work in and contribute to a highly team-oriented environment
• Appropriate written communication skills with quality deliverables
• Reliable and able to work without close supervision
• Highly polished/professional
• General network knowledge and ability to troubleshoot connectivity of TCP/IP networking
• Excellent organizational skills and ability to prioritize tasks among many competing requests
• Knowledge on active directory, domain controllers etc
• Familiar with basic network concepts (i.e. TCP/IP, Windows Networking, Ethernet). Analyzing data and drawing appropriate conclusion, and recommending changes
• Ability and willingness to work any shift in a 24x7x365, call center environment, and extended hours or modified schedule to support planned activities or emergency situations
• Able to work assigned hours in a 24x7 fast paced environment

15 Service Desk resume templates

Read our complete resume writing guides

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• Oversees and monitors Service Desk staff, reporting and daily responsibilities such as email requests, incident management and change to ensure SLA expectations are met or exceeded. Create employee schedules and assigns shifts based on company needs. Evaluate and conduct team member development plans and annual performance appraisals
• Assist with ongoing and new hire training of team members. Enforce UO policies and procedures. Responsible for disciplinary/corrective actions in the event of policy or procedure violations
• Disseminates new information or tasks assigned to the Service Desk. Ensure that proper documentation of all new tasks are clear and communicated in a timely manner to Service Desk staff
• Produce and distribute performance metrics to help monitor and evaluate compliance with current SLAs
• May be required to perform all other functions of Service Desk during overflow situations
• Ability to multi-task in a fast paced office environment
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• 5-7 years experience with PC desktops, networked computer systems, Windows XP and Windows 7 operating systems, Active Directory and Microsoft Office 2003, 2007 and 2010. Preferred knowledge of POS systems, SQL Server, VPN and iSeries
• 1-2 years experience managing and developing employees, preferably in the customer service or information technology fields

Manager, Service Desk Resume Examples & Samples

• Responsible for managing all supervisors and team members, setting work expectations and leadership standards. Offers consistent and timely feedback to supervisors and employees to ensure proper communication and effective professional growth. Manages entire support staff to ensure reporting and daily responsibilities such as email requests, incident management and change, to ensure SLA expectations are met or exceeded and oversees all re requests, incidents and problems.Provide overall leadership to the overall Service Desk strategy. Manage the activities and personnel associated with providing IT Service Desk services to internal and external customers by identifying, prioritizing, and confirming resolution of reported problems with UO systems. Drive constant improvement within Service Desk with service management, metrics, while developing specific efficiency enhancing techniques. Set service targets and metrics and report against those targets
• Observes and develops operational functions, job duties and operating procedures to best suit the department and serve the customers. Reviews and adjusts schedules as necessary. Disseminates new information or tasks to Supervisors to ensure appropriate action is taken. Ensure that proper documentation of all new tasks are clear and communicated in a timely manner to Service Desk staff
• Ensures supervisors and employees are receiving appropriate feedback and training tools necessary for success, growth and development within the department and company. Motivates Supervisors and employees to receive 100% work time effectiveness and efficiency. Builds relationships within the company that benefit the department and ensure cohesiveness with business partners
• Performs administrative duties which include but are not limited to: supervisor evaluations, supervisor developmental plans, management scheduling, review of all employee evaluations prior to submittal, PPA's and counseling’s. Conducts weekly management staff meetings and coordinates employee staff meetings. Coordinates all incentive programs and employee appreciation programs
• Strong customer/team interaction skills
• Detail oriented and strong Customer Service focus
• Ability to multi-task in a fast paced campus environment
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from groups of diverse business units, and Executive Leadership
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization or information exists
• Knowledge of ITSM systems
• Provides in depth troubleshooting and product knowledge to all technology / end users for their business unit(s)
• Provides customized user support for specific business unit(s) and their specific applications
• Assists in the development of usage policies and procedures
• Provides user and team training
• Participates in business continuity planning
• Produces and maintains documentation on procedures, policies, and systems
• Monitors the performance of the customer service desk team, spotting trends and identifying anomalies for escalation to management
• Assesses new technology as it applies to business needs
• Acts as a mentor to less experienced staff, explaining relevant procedures and providing technical guidance
• Balances workload across the team
• May provide input to manager on staff performance relating to technology but does not prepare or deliver reviews
• Process Technical Service Administrator requests
• Typically requires 5+ years of experience; BA/BS degree desired
• Serves as key resource to customer service staff on relevant procedures and technical issues
• Demonstrates broad technical knowledge of multiple technologies, or an in-depth knowledge of one technology including its impact on other technologies
• Understands and applies knowledge of architectural systems
• Learns and applies new and emerging concepts very quickly
• Applies technical skills independently and acts as a technical expert in one or more areas
• Provides technical coaching to other staff members, assisting them resolve technical issues
• Contributes to strategies to apply technology to business needs
• Works effectively on a continuing basis with customers to understand and explain business and technical issues
• Seen by customers in business unit(s) supported as a key resource in MTS for their technical solutions
• Forms productive networks with internal and external customers and the vendor community
• Provides technical coaching to help develop the technical and communications skills of more junior staff
• May manage moderate to large sized projects
• Leads the analysis of vendor proposals, evaluation of build versus buy, formulates the project plan, establish the critical path, coordinate vendors, build and conduct tests, and track project progress
• Functions independently with limited work direction. Selects tools and methodologies for projects
• Commits to deliverables with customers and/or management

Service Desk Technical Lead Resume Examples & Samples

• Establish and maintain a high quality Service Desk
• Provide regular reporting on aspects of the work being undertaken
• Continually review and improve the working practices and process used within the Service Desk
• Ensure that appropriate technical standards and policies are in place, understood and are adhered to by the Service Desk Team
• Facilitate Service Desk to meet its service quality targets through improved technical capabilities of the Team which will drive first time fix rates
• Facilitating Service Desk to resolving service requests and incidents at first point of contact, ensuring sufficient knowledge and work instructions are provided to ensure escalating to the appropriate team whenever such resolution is not possible
• Must be able to work on own initiative as well as work within the team ensuring all Service Desk technical objectives are delivered to the highest standard
• To proactively suggest improvements for the incident process to the Incident Manager or other process owners as necessary
• To ensure the roles and responsibilities outlined in the Incident Management process are understood and carried out effectively
• To actively promote the Technology Service Desk to encourage good practice and process
• To liaise with other members of the Technology Service Desk, working closely with peers with regard to Incidents and Service Requests and to maintain general communication lines
• To maintain an expert-level of knowledge with regards technology and in particular Dow Jones technical services, standards and policies
• Expertise required in one or more of the following
• ITIL qualified to V3 Foundation level or Practitioner level
• Formal education preferably. Desirable qualification in a technical discipline, demonstrating skills in the understanding, investigation, analysis and presentation of complex information
• At least 2 years’ experience in a Service Desk or relevant technology based call center environment
• Experience of a senior role in a Service Desk team is desirable
• Strong Team Player, excellent communication skills, excellent organizational skills, self-motivated / drive, flexible

Service Desk Team Manager Resume Examples & Samples

• People Management – Ability to develop and motivate staff in a way that enables them to fully exploit their potential and deliver excellent customer service
• Communication – effective communication and presentation skills using a variety of styles to suit the situation
• Broad understanding of service desk technology, it’s uses, shortcomings and futures (not essential)
• Relationship management – with colleagues internal and external to IT Service Desk, with customers and external Suppliers
• Outstanding and demonstrable customer service skills
• The jobholder must maintain a general awareness of the Bank’s products and technologies in order to understand customers needs
• As a product/service champion the role holder must have a good knowledge of the particular products/services they are championing
• High level of organisational awareness and understanding of how customer service can be maximised through the exploitation of service desk and knowledge management principles

IT Service Desk Intern Resume Examples & Samples

• Update user account information in multiple systems
• Contact end users to determine their conferencing account needs
• Update user names on wireless accounts
• Assist with verifying approvals for purchase requests
• Perform inventory of hardware items
• Routine checks of conference room equipment
• Assist with getting various purchasing account information into the vault
• Transfer Google doc ownership
• Update company Intranet documents
• General clerical duties

Service Desk Shared Services Leader Resume Examples & Samples

• Directs the efforts of others and provides oversight into all aspects of project delivery - both at the tactical and strategic levels
• Manages the hiring, staffing and maintaining of an effective workforce, which includes career development, performance management, and pay management for team members
• Responsible for ensuring that all project managers consistently adhere to industry standard project management methodologies
• 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
• Communicates and translates all levels of organizational vision/strategy to staff
• Responsible for executing and managing functional and business goals for the group including budgetary goals and objectives
• Influences individuals regarding issue resolution, problem solving, or championing the project management value proposition
• Prepares and presents reports to all levels of leadership and staff
• Ensures critical outcomes are met for each project, program and/or portfolio for which they are responsible, or their staff is responsible
• Ensures that effective project controls are in place to monitor project performance. Provides effective performance reporting for internal and external customers
• Understands the links and dependencies between the projects and other in-flight projects and/or business initiatives
• Provides direction and guidance for operations, administration and results for multiple departments within a function or work area
• Exercises control over resources, policy formulation and planning
• Collaborates with subordinate leadership to set strategy and business objectives
• Major influence in the strategic and/or long-term focus for the function
• Provides leadership and direction through lower-level leaders
• Implements tactical and strategic change through subordinate leaders
• Guided by long term objectives and business requirements
• Analyzes long-term impact of new or anticipated strategies and decisions
• Leads teams to solve abstract problems without precedent
• Diagnoses and resolves ambiguous problems
• Leads rigorous process and service improvement programs
• Responsible for the daily management of a blended team of senior level project and/or program managers including but not limited to: problem solving, and regular communication with management, suppliers/partners, development, and coaching and mentoring of the team
• Develops budgets, schedules and performance requirements
• A high level of engagement will be expected to support the sales of services
• Leads a team that is typically responsible for managing a large-sized portfolio in which the projects are primarily a blended mix of simple, standard, and complex projects with a higher percentage of complex projects
• Project timelines within the portfolio may be aggressive with a majority of projects averaging duration of 6 to 30 months, with moderately defined or vague project scope
• The portfolio’s span of impact within an organization may be enterprise-wide, and may have deployment that encompasses one to seventy countries, may involve one to thirty stakeholder groups, and may span one to twenty functional disciplines
• The effort may be provided with a mix of project delivery resources, adding a higher complexity and greater risk
• May have a high level of complexity or variation of the PMO standard services provided according to the contract any may have significant increased risk due to multiple project management-related contractual Service Level Agreements (SLA)
• Ability to apply the standard PMO Functional Skills, to the extent necessary, to oversee and manage a senior team and large-sized portfolio
• Expert people management skills including team building, performance management, pay management, conflict management, talent management
• Demonstrates expert ability to articulate the typical components of an effective project management information system
• Demonstrates expert ability to manage project delivery and project portfolio governance
• Demonstrates expert ability in PMO management including executing and managing the processes and the interactions used to plan, acquire, assign, develop and manage the resources that operate a PMO Organization
• Influencing in a matrixed organization
• Inspires others: Foresees a vision of the organization in the future
• Network building: Builds a network of experts. Effectively navigates and utilizes network across various business units to orchestrate technical and domain expertise to develop a more effective integrated solution. Raises maturity of project management by leveraging best practices from across project management community both internal and external
• Organizational change management: Endorses change, sponsors change initiatives, and searches for other organizations’ best practices to adopt or modify change
• Expert at building strong teams
• 15+ years of relevant project/program experience preferably in IT related field, 20+ years preferred
• 10+ years of experience leading and managing teams preferably in IT related field, 15+ years preferred
• Experience in six sigma preferred

IT Manager, Enterprise Service Desk Resume Examples & Samples

• Global 7/24/365, dual-site, bilingual technical support including desktop, BYOD, Remote Access and Blackberry
• Application support for the Retail S3, C3 and Leads applications
• Access provisioning and data access management
• Level 2 desktop and Remote Access support including the Edge and Edge-V platforms

Senior, Service Desk SME Resume Examples & Samples

• Provides access to systems/applications, working closely with applications development staff and following established procedures
• Follows through on complex customer service issues that involve extensive coordination with other areas of MTS and Viacom. Ensures parties are following through on their required action items, and manages communications and expectations with customers
• Produces reports summarizing the work effectiveness of the service desk team
• May provide 2nd and 3rd level problem resolution support for customer issues
• Provide phone support for Service Desk
• Typically requires 4+ years of experience; BA/BS degree or equivalent desired
• Understand most core applications in use at Viacom, their key user areas and access requirements
• Possesses advanced knowledge of standard hardware and software in the technology infrastructure, with expertise to address more complex incidents that involve multiple areas of the applications and/or infrastructure
• Has a seasoned understanding of network connectivity and infrastructure, including wireless and remote access
• Has the expertise to independently handle nearly all routine and non-routine inquiries and problems
• Utilizes a broad range of technical support products and technologies to resolve difficult technical issues
• Manages complex problem resolution and service provision that requires extensive integration across different areas, getting stakeholders with diverse needs and interests to work together effectively and hold to their commitments

AP Service Desk Senior Representative Resume Examples & Samples

• Follow up customer queries and check resolution where necessary to ensure satisfaction with the response
• Accurately update team metrics for local management
• Ensure high-levels of Customer Service and satisfaction in a challenging Shared Services environment
• Reward results - promote meritocracy
• Collaborate - be a team Leadership – it begins with you
• At least 2 years of accounts payable experience, preferably in operational environment
• Customer service background, preferably in a fast-paced call center environment where handling a high volume of inbound calls was experienced
• Good analytical abilities in order to determine the best course of action when encountering a customer service issue

Service Desk Team Lead Resume Examples & Samples

• ITIL Service Management Certification
• Listening, Understanding & Responding
• Service Partner Orientation/Customer Service
• Teamwork & Co-operation
• Developing Others
• Has management experience and demonstrates
• Proven leadership and people management abilities
• Superior coaching and performance management skills
• Experience in leading and managing change
• Works well under pressure and balancing incoming workload
• Good understanding of the current technology utilized by our various client bases
• Incumbent must be available to support a 7/24 work arrangement and participate in the support of the “After Hours – On Call” pager support process
• A+, NET+, MCSC and like certifications would be of benefit to the incumbent
• Facilitation Skills
• Capital Markets line(s)’ business applications/ processes

Service Desk Supervisor Resume Examples & Samples

• Manage highly visible support operation teams while overseeing multiple priorities
• Collaborate closely with clients in strategic planning and shares accountability with them for benefit realization
• Provide leadership to the organization, client, and mentoring to junior members, while serving as a role model to the enterprise
• Promote teamwork, both within own group and across Technology groups
• College degree in related technical/business areas or equivalent work experience
• Minimum 7 years of Business Technology Management experience in a request/ production based environment such as a call center or cross-functional teams
• Demonstrated ability coordinating and working with Business Partners and driving process Re-Engineering
• Previous experience and understanding of Information Technology Risk Management and User Access Controls
• Excellent Communication skills, both verbal and written

Manager Service Desk Resume Examples & Samples

• Participates in service delivery strategic planning and owns the development and execution of tactical plans necessary to achieve high Service Desk results
• Develops and maintains productive relationships with business leaders across the enterprise and communicates performance against agreed services
• Analyzes Service Desk call flows, labor scheduling, incident management and related Service Desk metrics to improve efficiency and customer satisfaction
• Controls revenues and/or expenses within own department and is responsible for meeting budget goals and objectives
• Responsible for Service Desk book of work, project management and assortment of IT service management tools and processes
• Has responsibility for hiring, performance reviews and terminations with an emphasis on training, motivating, and retaining top employees to ensure a high performing team
• Implements service levels, standards and reporting metrics necessary to meet business objectives while promoting and marketing these IT Services to corporate customers
• Recommend and administer policies, procedures and standards. Assure compliance with policies, procedures and standards. Keeps unit personnel informed on matters affecting their area of responsibility
• Bachelor's degree in Computer Science or related field, or comparable work experience preferred
• Minimum 4 years experience in IT with 2 years in a customer service management role
• Excellent communication and interpersonal skills with the ability to communicate professionally and effectively with all levels of the organization, outside partners and vendors
• ITIL or ITSMF certification or related training. Avaya CMS (Call Management System)
• Proven decision making and problem solving skills, with strong organizational skills demonstrating emphasis on follow-through, analysis and accountability

Service Desk Representative Resume Examples & Samples

• A+ Certification is a must
• NET+ Certification is a plus
• MAC OSX a plus
• A minimum of 2+ year's prior experience in a technical support environment
• Ability to be flexible, a team player and willingness to learn in a fast paced environment are a must
• A solid understanding of PC hardware/peripheral devices, Active Roles and Active Directory, standard operating systems (Windows XP/Win7) and Microsoft Office applications are necessary
• Desktop support for Microsoft Office applications are necessary
• Knowledge in Nortel & Cisco data/voice helpful

Private Banking Branch Service Desk Specialist Boston Resume Examples & Samples

• Responsible for Account Opening Documentation
• Prepare & print materials including client agreements/new account forms
• Process materials upon return. This includes obtaining internal signatures then scan and upload documents where appropriate
• Serve as interface with internal control group liaising with Relationship Associates as needed
• Process all Asset Movements. Pillars to this process include completing, printing, scanning and uploading documentation. Five main types of instruments used are
• Journals (IRA & Pledged Account Journals, Managed Account Requests)
• Wires (Wire, IRA Wire & Pledged Account Wires),
• Checks (Individual Retirement Accounts (IRA) Check Request, Pledged Account Check, Managed Account Request),
• Depository Trust Company (DTC) (Managed Account, Pledged Account)
• Working in unison across geographies to complete tasks
• Ability to prioritize tasks
• Outstanding PC Skills: Microsoft Office including Microsoft Word, Microsoft Excel, PowerPoint
• Works hard to be amongst the very best in the field and generously shares his/her time and knowledge with colleagues across the bank

Private Banking Branch Service Desk Specialist LA Resume Examples & Samples

• Automated Clearing House (ACH) (Requests, IRA Requests),
• Excellent teamwork, interpersonal and conflict resolution skills
• Bachelor’s Degree or equivalent work experience

Private Banking Branch Service Desk Specialist San Francisco Resume Examples & Samples

• Closely partner with Mumbai-based Branch Service Desk colleagues to provide seamless support to the branch. This includes
• Effectively transferring information within the team across locations
• Providing regular updates to Relationship Associates and Relationship Managers, when appropriate
• Additional Projects may include
• Scanning various documentation and uploading onto appropriate platform/s
• Completing various verifications, reconciling information, booking travel, assisting with client reporting etc
• Proactive Approach: Shows Initiative, passion, works persistently through obstacles to create positive impact and value for the bank. Approaches situations with an entrepreneurial perspective
• Principled Behavior: High integrity, maintains confidentiality at all times. Fully complies with the code of conduct; acts responsibly protecting the reputation of the bank and mitigating controlling risks
• Partnership: Takes visible responsibility for establishing, preserving and growing deep relationships with clients/colleagues. Communicates effectively across all levels of the client's organization
• (People) leadership: Gives credit, empowers and provides actionable feedback. Takes a strategic perspective to decisions and resource allocation
• Professional skills: Results-orientation with a superior ability to execute as well as creatively solve problems; combined analytical and persuasion skills with a comfort and flexibility to work with all levels of the organization. Has the expertise to create effective outcomes

Tier Two Senior Service Desk Specialist Resume Examples & Samples

• Leading team members through incident resolution timetables assuring the focus is on restoration of service while minimizing interruptions of post root cause investigation discussions
• Proposing new and innovative ideas for increased productivity with an emphasis on customer issue resolution which will minimize downtime for our users
• Point person responsible for new projects that do not require departmental decisions or approvals
• Ensures timely escalation of customer incidents, and follow up with escalation partners to ensure the Incident Management Process is being adhered to
• Monitors support activity and performs data analysis to inform colleagues and manager of any trends, positive or negative, in calls being received and/or solutions being employed
• Consults with other technical personnel to clarify and resolve complex technical concerns, identify problems and suggest changes
• Assists in development of standard operating procedures and confers with and makes recommendations on administrative policies and procedures, technical problems, priorities, and methods
• 5+ years of IT-related experience
• 2+ years of experience with Microsoft Office products
• Working knowledge of the ITIL framework for operational processes, with detailed knowledge of Incident and Problem Management processes
• Experience working with Windows 7 and Office 2010 products
• Learned or acquired knowledge of all aspects of the IT organization
• Demonstrates advanced problem diagnostic skills. High level of comfort with problem solving and outstanding analytical skills with attention to detail
• Strong software troubleshooting skills
• Strong statistical and analytical skills, including using tools such as Excel for data analysis and reporting
• Team leadership skills that foster positive growth with a focus on ingenuity and creativeness
• Ability to utilize new information in problem solving and decision making
• Ability to identify complex problems and review related information to identify viable solutions
• Help Desk or phone support experience 2-4 years
• Brokerage industry knowledge
• RBC maintains consistently high credit ratings: S&P: AA-; Moody’s: Aa3; Fitch: AA; DBRS: AA (as of July 2014)

AP Senior Service Desk Representative Resume Examples & Samples

• Higher Degree preferred
• Fluent English language skills required
• Excellent spoken and written communication skills
• Strong degree of reliability

Service Desk Generalist Resume Examples & Samples

• Ability to troubleshoot and diagnose user issues
• Demonstrated working knowledge of Service Desk operations and service management fundamentals
• Proven ability to organize multiple projects, schedules and meet shifting priorities
• Excellent written and verbal communication skills are required
• Education: Associate degree in Computer Science, Electrical Engineering, Information Systems or vocational/technical degree OR equivalent relevant experience in addition to the minimum experience requirement
• Experience: A minimum of two-three years experience in a call center/service desk/help desk/customer service
• Travel: Must possess valid driver license and reliable personal vehicle. Must be able to travel by a variety of modes of efficient transportation, including aircraft, to any and all Polo sites. Travel is expected to consume approximately 1% of the time required for this position

IT Infrastructure Service Desk Improvement Manager Resume Examples & Samples

• Maintenance of the support specialist and user knowledge management system
• Training new support specialists to the appropriate technical level with the necessary client facing soft skills
• Supporting a complex call centre and application software stack
• Performing finely-tuned workforce management to ensure that resources are mapped to demand on an hour to hour and month to month basis
• Multi-dimensional statistical analysis of incidents tickets to measure performance, trends and progress during initiatives

Service Desk Engineer Resume Examples & Samples

• Experience specifically in an IT support role
• Enthusiasm and willingness to learn
• Experience using Microsoft Server and Desktop operating systems
• Network troubleshooting

IT Service Desk Assistant Resume Examples & Samples

• Logging all calls onto the dedicated Service Desk database
• To process service requests in a prompt and efficient manner
• Escalate calls to the appropriate team or service partners when necessary, ensuring good transfer of ownership
• To liaise with the IT Service Desk Manager and Client ensuring they are kept updated with key information
• 1st line trouble shooting IT related calls
• Manage tasks ensuring that service level agreement and key performance indicator are met
• Assist with operational and client reporting information
• Carry out any other IT admin related duties as issued by the IT Support Manager
• Focused on and driven to provide the highest quality of customer service
• Highly developed spoken and written communication skills
• Flexibility to cover opposite shift patterns
• Commitment to provide a high quality and professional service
• Ability to work as part of a team or to work unsupervised and take responsibility for the completion of tasks
• Effective problem solving skills

Tier Two Service Desk Specialist Resume Examples & Samples

• Researches, provides and documents confident, accurate solutions to user incidents on a timely basis
• Monitors support activity, and inform colleagues and manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed
• Suggests creative and efficient programs, guidelines, methods, and procedures to enhance the quality of services provided by the Service Desk
• Simulates or re-creates user incidents to resolve operating difficulties and will recommend systems modifications or alternative solutions to reduce user incidents
• Creates and maintains service desk documentation for troubleshooting as well as instructions and or manuals to guide the end users
• Working knowledge of other PC and LAN-based software
• Knowledge base for basic repairs of any PC or LAN-related hardware
• Knowledge of Investment Services Industry
• Technical experience with Windows NT, 2000 and XP operating systems
• Experience with Microsoft Office products
• Experience working with Windows XP
• 1+ year of experience with PC hardware and peripherals
• Effective communication skills; both verbal and written
• Strong (2 years experience) hardware and software troubleshooting skills
• Good research design, statistical and conceptual analytical skills
• Ability to manage multiple tasks and proven ability to meet deadlines
• Ability to communicate and work well with outside vendors, employees/customers and all levels of management within the company
• Based on market capitalization, RBC is the 12th largest bank in the world and the sixth largest in North America. (Bloomberg as of August 2014)
• RBC employs more than 79,000 full-and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 44 other countries

Team Lead, Service Desk Resume Examples & Samples

• Responsible for providing employee evaluations and performing employee 1-1 meetings to insure employee success
• Provide backup support for the Service Desk Manager when he/she is unavailable. (Attend meetings, take lead on paging and communication efforts, coordinate staffs efforts and direct to phones if needed, etc.)
• Provide scheduled updates to Service Desk Manager regarding team performance, project work, process modifications, call trends, etc
• Act as liaison between Service Desk staff and Management
• Participate in projects and other undertakings requiring support from the Service Desk
• Assign tasks to appropriate team members and assists them as necessary with the execution of those tasks
• Act as a point of contact for clarification surrounding service desk process/procedures within the ITSM framework and assist in their continual review, where necessary make recommendations/amendments that further enhance and improve our service offering
• Ensure that all documentation and procedures attributed to the service desk are observed and up to date and relevant
• Ensure that all business critical/high profile client issues are escalated promptly to ensure that service level agreements and escalations procedures are met within agreed deadlines
• Continuously monitor all outstanding requests and action appropriately to ensure that agreed standards, as defined by the department, are consistently achieved
• Keep abreast of current developments and trends in information technology through networking, continuing education and industry/technology publications
• We are seeking individuals with a minimum of 5+years experience supporting clients in a LAN/WAN environment
• Windows and Microsoft Office 2010 product support knowledge is required
• Customer support experience within a dedicated call center environment is required supporting IT
• Interpersonal skills necessary to effectively interact and communicate both verbally and written with a variety of individuals at all technical levels are required
• Must posses a solid understanding of systems operation and be able to use computer terminals and peripheral equipment
• Must have exceptional ability in diagnosing and solving systems problems while maintaining professionalism and courtesy
• Must have the ability to establish priorities, meet deadlines and concentrates on detailed information in a fast-paced, demanding work environment
• This person will interact with members of INVESCO at all levels from clerical to senior management and must be capable of conducting themselves professionally regardless of the situation

Service Desk Specialist, Senior Resume Examples & Samples

• 3 years of experience with supporting hardware and software in a DoD classified environment
• 3 years of experience with managing desktop and server systems
• 3 years of experience with Microsoft Windows
• 3 years of experience with configuring and troubleshooting network equipment
• Experience in working with clients providing Tier I or II support
• Experience with DoD enterprise
• 5+ years working in a Service Desk environment as a senior technician or supervisor
• 5 + years working in an IT Support environment including Service Desk, Hardware/Software deployment and end user support
• 4-year college degree with concentration in IT, Computer Science or Management, or equivalent experience

Tier Service Desk Specialist Resume Examples & Samples

• Provides users with assistance by identifying problems, analyzing, troubleshooting and providing incident resolution, such as malfunctions and program problems using technical knowledge, documented procedures, and available tools
• Installs computer operating systems and applications, assisting with user specifications for hardware (PDA & personal printers) and software, and providing one-on-one training when necessary
• Ensures customer satisfaction by responding to and troubleshooting customer technical concerns by being a single-point-contact
• Maintains records and prioritizes questions through a call-tracking system of daily communication transactions, installation activities, problems and actions taken to resolve the user issue
• Informs colleagues and manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed
• Suggests creative and efficient programs, guidelines, methods, and procedures to enhance the quality of services provided by the Service Desk Group
• Ensures timely escalation of customer problems, following up with escalation partners and providing status updates to customer as appropriate
• Conducts tests of hardware (PDA and printers) or software to ensure proper compatibility with operating system
• Simulates or re-creates user problems to resolve operating difficulties and will recommend systems modifications or alternative solutions to reduce user problems
• Makes recommendations on administrative policies and procedures, technical problems, priorities, and methods
• Maintains service desk documentation for troubleshooting as well as instructions and or manuals to guide the end users
• Maintains currency and high level of technical skill in field of expertise
• Bachelor's degree required (or with expected completion by May 2015)
• Must have full working knowledge of Microsoft Windows Technologies, Microsoft Office Products, the Internet, and DOS
• Demonstrates advanced problem diagnostic skills and the ability to configure a PC; work with printers including setup, problem solving, etc
• High level of comfort with problem solving and outstanding analytical skills with attention to detail
• Ability to understand the implications of new information to both current and future problem solving and decision making
• Ability to identify complex problems and review related information to develop and evaluate and implement viable solutions
• RBC employs more than 79,000 employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 44 other countries

Ptg Pb Service Desk Mumbai Resume Examples & Samples

• Support PB applications and engage all users in a proactive manner
• Act as the Single Point of Contact for all IT incidents and service requests
• Provide first line application support including trouble shooting of issues and performing initial investigation
• Incident / Request logging and tracking following the Request Fulfillment, Incident and Problem Management processes as per ITIL standards
• Communicate request / incident status to relevant stakeholders
• Coordinate and manage issue restoration efforts
• Monitor progress of ticket in accordance with defined Service Level Agreements
• Report and escalate exceptions / major incidents to the Service Desk Manager
• Provide support for audit and regulatory related tasks
• Coordinates UAT signoffs
• Provide support for weekend maintenance activities / disaster recovery testing activities
• Prepare and organize meeting with key business stakeholders
• Attend knowledge transfer sessions with project / second level teams
• Functionally and administratively report to the PB PTG Service Desk Manager

IT Service Desk Specialist Resume Examples & Samples

• Support all internal and external customers with product training, knowledge and expertise
• Brief customers as well as management on the status of current resolution efforts and attend daily/weekly meetings as requested or required
• Assist other teams to initiate, design and manage effective support solutions as directed by our business needs
• Assist with the development and testing of newly designed products for operational integrity and function
• Performs other related duties as assigned by supervisor

Service Desk Consultant Resume Examples & Samples

• Ability to work effectively in a team
• Have initiative and be proactive
• Being able to use listening, questioning and clarification skills when needing to articulate and problem solve over the phone
• Work within high pressure situations
• Ability to successfully multi-task and manage own time
• Strong customer service skills and a great customer service attitude
• Dealing with a range of customer situations
• Maintain businesslike communications, conduct and appearance
• Demonstrate courteous, positive, and professional behaviour at all times
• Knowledge of the Windows operating environment and business email clients such as lotus notes, MS Outlook
• Communicating with other teams to support our clients
• Identifying opportunities for improvement both for IBM and our clients
• Displaying professionalism with all levels of people including senior management and executives
• Basic knowledge in Windows XP, Windows 7, Microsoft Office

Automation Service Desk Student Resume Examples & Samples

• 1) Ability to work in 12 hours shift, 2 or 3 times a week, including week end shifts. Be able to flex your shifts to align with business needs
• 2) High attention to detail and strong written and verbal communications skills in English
• 3) Ability to physically perform the duties described above as well as lift up to 25 lb
• 4) Have a can do attitude, who enjoy solving problems in a team environment
• 5) Customer orientation. Patient and professional with the end user, regardless of the frustrations experienced
• 6) Ability to prioritize, multitask, take risks and ask questions
• 7) Any operating systems or platform experience with Windows*, UNIX* or VAX* would be an added advantage

Service Desk Agent Resume Examples & Samples

• Log, validate and diagnose customer issues, on the full range of products and applications used on the customer site
• Providing the customer with a solution through information gathering, analytical troubleshooting and problem research, or to route or escalate the call to the appropriate resolution group
• Escalation and management of calls to agreed service levels
• Excellent attendance and punctuality are required
• Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit
• Graduate of any Bachelor’s / equivalent degree or with at least 2-yr relevant working experience
• Worked with a team and acted as a good team player
• Led or performed primary support role for small to large customers, with one or more service or technology area
• 2-3 years’ experience in IT Management & High availability concepts and 24*7 Operations Management
• May have experience in providing support to customers using incident, requests, problem and change management
• Acts with urgency and responds well to issues
• Supervisory responsibility for the Operational Fulfilment team
• To manage the allocation of duties to team members to ensure that all deadlines are met in accordance with agreed service levels
• Promote good fulfilment practice across the team and to identify opportunities to add value to the fulfilment process throughout
• To supervise the purchase order processing activity
• Liaise with Accounts Payable to resolve supplier payment issues
• Handle escalations
• Provide status reports to the Business Support Manager on an agreed basis
• Liaise with requesters/departmental contacts to ensure timely resolution of queries
• Identify and deliver efficiency savings
• Adhoc duties as required covering the day to day operations

Enterprise Service Desk Specialist Resume Examples & Samples

• Experience in customer facing role either remote or face to face
• Accuracy in data entry
• Understands internal processes and tools

Service Desk / Engineer Resume Examples & Samples

• Respond to internal and external IT Service Requests for IT service on both UNIX and NT servers
• Provide user notification of receipt of Web- or email-submitted requests
• Log and track inquiries using service request management database, and maintains history records and related documentation
• Promptly categorize, generate, route and escalate, when necessary, customer requests that are escalated beyond the ITSC area of responsibility
• This position will include account creation, modification, and deletion responsibilities

Service Desk Tech Resume Examples & Samples

• Provide Support Desk call functions that include: phone calls for assistance, email assistance requests, and content for the knowledge base (i.e. support procedures, tips and tricks, work-around options, how to, etc.) used for reference by other Support Technicians and clients
• Provide workstation inventory processes: Images, distribution, repair, replacement, configuration, upgrades, security / encryption, and the like
• Monitor Customer Satisfaction metrics; service delivery; suggest adjustments in the Support Desk functions when needed to improve service delivery
• Support the review of system architecture and recommending improvements to service delivery
• Ensure all end user systems have up-to-date anti-malware protection
• Competency with managing client and server devices in a Microsoft Windows domain, utilizing at minimum these tools: MS Active Directory, MS Group Policy, MS File Services, MS Print Services
• Ability to lift and haul equipment up to 50 lbs and crawl under workstations to install and maintain equipment
• Minimum of three years of workstation and client support responsibility in a technology organization
• Must be self-motivated with ability to work and multi-task in a fast paced decision making environment

Service Desk Analyst for Honeywell With Italian\ French & English Resume Examples & Samples

• Determine root cause for Hardware issues
• Clearly and concisely log and track details of solutions provided to resolve customer issue and consequently maintain and update customer database
• Identify and provide input on unique or recurring customer problems
• Advanced English and Spanish/Italian/French language skills written and verbal
• Good telephone and customer handling skills
• Certifications (ITILv3, MCITP, MCSA, etc.)
• Strong national as well as international professional network
• A team with a high level of energy and motivation to win

Service Desk Analyst for Honeywell With German & English Resume Examples & Samples

• Support the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
• Advanced English and German language skills written and verbal
• Ability to analyse and solve technical problems by investigating potential solutions using troubleshooting skills
• Full technical development plan from day one, including technical trainings and trainings focused on communication and customer handling

Service Desk Analyst for Honeywell With English Resume Examples & Samples

• Use troubleshooting techniques and tools to identify technical defects/issues
• Determine root cause for Hardware issues and
• Identify and dispatch parts and labour to resolve the Incident
• Verify warranty entitlement
• Advanced English language skills written and verbal
• Basic to advanced IT hardware knowledge
• Ability to handle stressful situations
• Challenging and progressive work environment
• A work environment in growth with many new colleagues and large diversity

Private Bank Branch Service Desk Specialist Chicago Resume Examples & Samples

• Exceptional communication skills. Able to communicate across various georgraphies and levels of the organization
• Proficient organization skills
• Proficient PC Skills: Microsoft Office including Microsoft Word, Microsoft Excel, PowerPoint

Private Bank Branch Service Desk Specialist Dallas Resume Examples & Samples

• Exceptional communication skills. Able to communicate across various geographies and levels of the organization
• Excellent Customer/Client Service skills
• Ability to maintain composure in changing situation
• Enjoys working hard
• Provide first level support to the divisional community for software, hardware, and various infrastructure related issues, and escalate to Level II and Level III as necessary
• Monitor open Incidents on a daily basis to ensure that requests are being handled in a timely manner
• Prioritize multiple issues and be able to complete tasks in a timely and efficient manner
• Strive to improve customer service, process, and efficiencies
• Process Video Conference calls
• Triage technical service administrator calls
• Minimum of 2 years work related experience
• Exceptional knowledge of Microsoft Operating Systems (WIN7)
• Exceptional knowledge of Macintosh Operation Systems (Leopard and Snow Leopard)
• Ability to troubleshoot wireless handheld devices (Blackberry, Droid, iPhone, iPad, etc)
• Previous experience with tracking tickets in an incident management system
• Excellent ability to follow procedures and processes to ensure we remain IT Compliant
• Knowledge of VOIP technology a plus

Private Bank Branch Service Desk Specialist Resume Examples & Samples

• Interest in the financial services industry
• Shows an aptitude to grasp new concepts (industry, company, product) and skills easily
• Outstanding organization skills
• Vocational/Technical School Certificate with 2-4+ years of experience
• Comp-TIA Network+ preferred
• Extensive Knowledge of Windows Operating Systems and Microsoft Office Products
• Excellent Organizational, Communication, and Critical Analysis skills
• Knowledge of Active Directory and Windows Deployment Solution (WDS)

IT Service Desk Spec Resume Examples & Samples

• Vocational/Technical School Certificate
• Comp-TIA A+ Certification and Comp-TIA Network required
• Dell DOSD Certification Desktop/Laptop required
• Specialized area Certification required
• Extensive Knowledge of Windows Operating Systems and Microsoft Office Products. Excellent Organizational, Communication, and Critical Analysis skills. Ability to work independently and exercise sound judgment to resolve issues. Knowledge of Active Directory and Windows Deployment Solution (WDS)

VP Service Desk, Tools & Service Resume Examples & Samples

• 24x7 Service Desk: the primary and first level contact for all operations related activities
• IT Service Management: Responsible for ITIL and Service Management
• Enterprise Tools: Responsible for all the tools for related to Operations
• Expert senior management skills in a global network or IT industry; which typically include technical degree, 15+ years of experience with 5 years managing in a global environment
• Bachelor’s degree in Computer Science, Information Systems or the equivalent combination of education, training, or work experience
• This role requires global management experience
• Must have worked in large infrastructure engineering groups and responsible to tools that support one or more enterprise infrastructure services
• Must be familiar with ITIL processes and have prior track record in rolling ITIL out at large enterprise
• Must be familiar with Software Defined Infrastructure and must have prior experience in managing the operations related to dynamic and agile infrastructures
• Must have operational responsibilities with SLAs and OLAs at large enterprise
• Must have led teams of 50-100 engineers
• Must have prior experience in rolling out 24x7 operations
• Must be familiar with tools and technologies used in a large enterprise for managing the operations
• Must have prior proven experience in run rate reduction, expense management and cost recovery of one or more infrastructure products/services
• Must be deeply technical
• Must have prior demonstrable experience in delivering large initiatives through cross functional collaboration
• Must have prior experience in the financial or payment industry
• Proven track record in delivering results in a highly complex and matrixed organization
• Advanced communication skills, exceptional interpersonal and presentation skills and the proven ability to influence and communicate effectively globally and across functional lines
• Demonstrated use of metrics to measure success or improvements in areas of responsibility
• Broad knowledge of basic IT technologies (e.g., operating systems, network devices, software development and architecture)
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
• Excellent decision-making, problem-solving, team, and time management skills
• Demonstrated ability to develop credibility, influence without authority, and successfully implement change initiatives within a diverse, complex organization
• Previous experience across a diverse set of industries and adaptability to new environments
• Appreciation of broader infrastructure areas supporting a large and complex platform
• Knows the business and the mission-critical technical and functional skills needed to do the job; learns new methods and technologies easily

Service Desk Intern Resume Examples & Samples

• High School Student or above
• 0-2+ years of experience
• Currently enrolled in IT courses
• Displays good written and oral communication skills
• Demonstrates strong computer skills including a good working knowledge of MS Office
• Perform customer and internal communication related activities in support of all MS(Managed Service) GNOC(Global Network Operations Center) Operations functional roles as follows
• Bachelor degree or above of first level University
• Strong communication skill
• Knowledge of IT or Telecommunication networks overview is a plus
• Acceptance for working in shifts

Service Desk Senior Mgr Resume Examples & Samples

• Train, coach and mentor Service Desk Specialists (Level 1 - 2) including career development. Oversee staff activities. Builds/obtains training material for support staff. Manage the employee work schedule and provide backup support
• P&L experience a plus
• Able to pre-empt problems before they arise, plan effectively for future activities and manage unplanned events in a controlled manner
• Service delivery background in Infrastructure Management preferred
• Work on site at the CompuCom Service Desk location on a daily basis
• Quality oriented in all aspects of delivery
• Able to identify resourcing needs and take action in a fast moving environment
• Able to produce reports from systems and analyse service impact
• Strong planning and organisational skills and able to manage conflicting priorities
• Reporting ability
• Fluency in English Attributes
• Sound Judgement
• Drive to succeed
• Resilience and adaptability to unforeseen work demands
• Willingness to accept responsibility
• Reliability and integrity
• Excellent written, verbal and presentation skills Experience /Essential/ § Service Level Knowledge. § Customer Relationship – able to establish quick working relationships / empathy with teams. § Communication – listening and ability to communicate clearly with customers, colleagues and managers. § Problem Solving. § Statistical experience – used to extracting operational information from systems § Prioritisation in line with business requirements § Drive and determination. § Has a flexible approach and works well under pressure. § Time Management. § Team Working – team player. /Desirable/ § Training skills useful – ability to run short training workshop sessions in own areas. · Minimum of one year working experience in service desk environment. · Previous exposure to a culturally diverse working environment. · ITIL certification

IT Service Desk-german Speaking Resume Examples & Samples

• Provide AD Admin support for firm staff whether located in office, home office or client site
• Be available to perform after hours work
• Perform special assignments as required
• Perform daily / weekly administrative tasks as required
• To contribute to the continuing development and maintenance of the knowledge database with the aim of increasing the technical skills of the wider team Follow up on specific inquiries or requests to ensure client satisfaction. Identify and escalate major incidents or customer issues to senior members of the team
• Proactively work as a member of a team
• Strong German written and oral communication skills
• Strong work ethic geared towards exemplary customer service
• Proactive, organised and able to prioritise tasks
• Strong problem solving abilities
• Ability to explain solutions in an effective and customer focused manner
• Recognises issues and seek guidance on solutions
• Able to develop working relationships with staff at all levels
• Identify improvement opportunities

Service Desk Associate Resume Examples & Samples

• Documents user problems, resolution, and new solutions for future reference using EHD tools and resources
• Maintains regular and consistent attendance and punctuality
• Ability to handle multiple tasks while working in a fast-paced and changing environment
• Ability to deliver customer service to users with various levels of computer knowledge
• Organising staff sceduling & ensuring that the help desk is operating smoothly
• Management of logged tickets in the system and ensuring all requests are logged
• Enuring that tickets are prioritised and assigned the relevent support
• Weekly & monthly reporting
• An IT related degree or relevant work experience
• 2 + years experience working in a helpdesk environment
• Enjoys working in a fast-paced, innovative environment with a focus continuous improvements
• Participate on IT Services project teams as requested
• IPhone experience very desirable, MobileIron experience plus
• Excellent interpersonal, organizational, communication and customer service skills; A+ certification helpful

Service Desk Assoc Resume Examples & Samples

• Receive inbound Service Desk calls in a professional and timely manner according to IT Services procedures, with a focus on prompt first call resolution
• Perform PC Lifecycle Management activities: receiving hardware, inventorying, migrating end users from their existing PCs to newly leased PCs, wiping data, and returning hardware
• Load base Windows image and update with patches. Install software and hardware
• Occasional crawling under desks to plug in equipment we also use pallet jacks (pushing & pulling), climb ladders and reach to move/adjust/install/etc. various equipment
• 1-3 years experience in IT Service Desk, desk-side support, PC deployment or similar position

Service Desk Specialist Resume Examples & Samples

• Principal Duties (*indicates essential functions)
• Troubleshoot advanced level customer trouble calls and serve as subject matter expert in multiple technical disciplines
• Manage complex customer service issues escalated by Level 1 customer service personnel
• Provide the highest degree of data security and integrity through diligent and daily monitoring. Provide analysis of security issues and make recommendations for resolution
• Compiles and writes training material and conducts training sessions on quality control activities
• Providing call and email support as required
• Serve as trainer and mentor for all Level 1 Service Desk
• Performs retail server, printer, and desk support regarding physical connection issues and peripherals
• Troubleshoot issues with POS systems regarding connectivity and contacts NCR for service calls as required
• Provide LAN support regarding connectivity including cables, jacks and cross connects
• Creates/Updates knowledge base information to support IT Customer Service team in resolving customer issues
• Documents and updates all incidents within service management tool
• Creates and maintains process and procedure documentation
• Regularly monitors the incidence, status and speed of resolution of inquiries and problems; is pro-active in devising improvements and recommending changes to systems, processes or services
• Deals with customers courteously at all times, diffusing stressful situations where conflict and unreasonable demands from users require tact & diplomacy
• Strong understanding of the retail business
• Working knowledge of service management processes that would support business needs of incident management, problem management, asset tracking, vendor relationships, knowledge management, service level agreements, configuration management
• Flexible in working a variety of schedules based on changing business needs
• Understanding of access management processes and procedures
• Process frameworks knowledge and developing process efficiencies from ITIL, CoBit, Six Sigma, etc
• Solve problems on Windows and Macintosh platforms with equal proficiency
• Education: Associate’s degree in Computer Science/Computer Technology, Business, or vocational/technical degree, OR equivalent relevant experience in addition to the minimum experience requirement
• Experience: A minimum of two years experience within the Information Services industry with most of the experience in Customer Service and/or Business Analysis. The ideal candidate will have experience in many operational support activities, such as service desk phone support, retail software support, and hardware support, such as desktops, servers, network and POS registers as well as security administration in a variety of platforms
• Additional Training/Certification: Certifications in at least one of the following A+, MCSA, MCDST, Security +, Network + or hardware certifications
• Travel: Must possess valid driver license and reliable personal vehicle. Must be able to travel by a variety of modes of efficient transportation, including aircraft, to any and all Polo sites
• Proven record of delivery of excellent customer service with a minimum 6 months experience in multi-cultural customer service Call Centre environment
• Able to demonstrate effective interactive skills and ability to work as part of a team
• Native English (or close to native)
• Aptitude for understanding and solving problems in a methodical and logical manner
• Able to maintain and project a helpful and courteous attitude in any circumstances
• Record all calls in the ticketing system. Understands and follows ticket quality guidelines
• Actively participates in projects when assigned
• Expected to contribute to the knowledge base if there are no knowledge documents in place. This would include providing documents for self service for the end user to utilize
• One year of related technical school training or experience in troubleshooting IT hardware and software problems
• One year of service desk experience via telephone in an IT environment
• Excellent interpersonal and communications skills

Senior Service Desk Specialist Resume Examples & Samples

• Manage complex customer service issues escalated by junior Global IT Service Desk staff members
• Participate in key process improvements that positively impact customer service delivery
• Recommend authentication and access control technologies that utilize security best practices that align with the policies from the Security team
• Write and deliver training workshops, sessions, materials, and presentations to assist other team members with transition from old processes to new ones
• Providing call support as required
• Collaborate with engineering teams to understand infrastructure and application environments in order to ensure customer service needs are met
• Serve as trainer and mentor for junior Global IT Service Desk staff members
• Takes ownership for all critical incidents (severity 1)
• Troubleshoot issues with POS systems regarding connectivity and contacts vendor for service calls as required
• Creates access for web based retail applications
• Follows all IT Customer Service processes and procedures
• Reviews daily operational functions providing analysis and work priority; and has specific technical expertise to provide recommendations for work management processes and efficiencies. Provides input to streamlining of work processes
• Flexible in hours worked to ensure coverage is provided where needed
• Provide input to matrixed organizational model
• Proactively communicates regarding issues and problems that exist in their own functional area; performs daily interaction with Customer Service leadership
• Working knowledge of service management processes that would support business needs of incident management, problem management, asset tracking, vendor relationships, knowledge management,
• Education: Bachelor’s degree in Computer Science/Computer Technology, Business, OR equivalent relevant experience in addition to the minimum experience requirement
• Experience: A minimum of four years’ experience within the Information Services industry with most of the experience in Customer Service and/or Business Analysis. The ideal candidate will have
• Extensive (2-3 years) technical experience with Windows NT, 2000 and XP operating systems
• At least 5 years experience in the computer field in some technical position
• 1 year experience with Microsoft Office products
• Experience working with Windows O/S
• 1 year experience with PC hardware and peripherals
• Excel and or Access report creation knowledge
• Prior Help Desk or phone support experience
• Serve as escalation point for IT Service Desk Specialists and assist with Service Desk call queue when needed. Ensure the department SLA’s are met. Maintain excellent communication between departments and among support levels
• Conduct root-cause research for procedural infractions. Present findings in an actionable context to IT Service Desk management
• Compile and present the department daily, weekly, monthly, and quarterly reports prepared for all levels of customers, from in-department to upper management and Board of Directors. Also modify and update existing reports and create new structures as needed
• Provide dedicated support for Executive incidents and requests both local and remote. Responsible for managing the relationship in addition to resolving the transaction
• Point person for training content and presentation, such as Lunch & Learn for all TCF employees/locations
• Troubleshoot through remote support for issues that require elevated Administrator Access; assist with remote support for incidents throughout TCF
• Evaluate, monitor, and improve information tools available to the Service Desk to maximize usage and acceptance by Service Desk
• Responsible for customer facing duties related to upcoming projects for Service Delivery and the Service Desk or as needed by Service Delivery management
• Two-year college/vocational technical degree in computer science, management information systems (MIS), information technology or an approved related degree, or approved information technology certificate, or approved equivalent combination of education and experience
• 4 or more years’ experience in an enterprise IT environment
• Customer-minded attitude in daily interactions with internal/external customers including Executives and other IT groups
• Excellent analytical skills to assess complex business processes for effectiveness and determine root cause of issues to help improve processes
• Excellent verbal and written communications skills including editing skills. Strong understanding of business services and the capability to translate technical components and technical services into language that is understood by business partners
• Strong time management skills and ability to balance multiple projects simultaneously; able to meet deadlines
• Self-directed. Ability to interpret requests and turn them into finished projects independently
• Strong relationship management skills. Work with business partners and third parties. Ability to work with multiple organizations and gain consensus on how processes should work
• Self-starter and self-motivated to learn on own
• Working knowledge of Microsoft Office products
• Four-year degree in computer science, MIS, or IT
• Experience with IT service management software suites such as BMC Remedy, CA Service Desk Manager or HP Service Center
• Experience with report generation using Crystal Reports, Business Objects, or similar
• Experience with incident management, problem management, configuration management and change management processes

AP Service Desk Representative Resume Examples & Samples

• Prepare and respond to voice or email inquiries from Citi employees and vendors who call or write to one of our email assistance addresses for the services listed above
• Ability to handle customer complaints and the resilience and tenacity to ensure the query is resolved in an efficient and timely manner
• Able to be multi-task and move among sub-processes with short notice
• Bilingual in English required
• Perform daily administrative tasks with accountability for completion and follow-up
• Two-year college/vocational technical degree in computer science, management information systems (MIS), information technology, or an approved related degree, or approved information technology certificate; or approved equivalent combination of education and experience
• Two or more years of experience in an IT service desk or Desktop capacity including experience with problem analysis resolution, escalation and follow-up
• A sound knowledge of current & emerging IT technologies
• A great telephone manner
• Strong communication and interpersonal skills. Ability to go above and beyond in situations
• Highly motivated and willing to adapt and change according to the needs presented
• Use own initiative and take proactive approach to problem solving
• Cisco router/switch configuration
• A high standard of written and spoken English
• 3 plus years of experience, preferably in a service desk or help desk environment
• Microsoft Certifications (recent O/S certifications preferable MCITP)
• Extensive experience in applications used by our consulting staff including MS Outlook, Excel, Word, PowerPoint, and Access
• Knowledge regarding cloud services (hands on server 2008-2012)
• Bachelor’s degree in computer science or a related technical field is preferable
• Answering incoming questions by phone, ticketing system, Chat and email
• Providing technical support for business applications, operating systems, utility software, remote access, security software, and telecommunications
• Assisting in the development of user documentation
• Experience with Microsoft Windows SharePoint Services
• Experience with RSA Authentication Manager
• Good Technology Administration
• Experience using ServiceNow
• Experience supporting and using AnyConnect

Service Desk Resume Examples & Samples

• Interact IT call center enquires from Active Network employees over the phone
• Provide first-level support for IT related problems
• Document and escalate issues to relevant IT teams following IT call center procedures
• Improve IT Call center quality by completing multiple product application telephone IT support process with IT leads
• Provide quality service to end users in all assigned tasks, while upholding Gordmans values at all times
• Provide solutions in a timely fashion for issues that may arise
• Log and track support calls in the designated system(s) and prioritize and escalate as required to ensure customer satisfaction
• Identify trends in the support calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity
• Recommends means for product or system improvements including procedural steps, increased training, and enhanced documentation
• Effectively communicate the ideas, expectations, and goals while working with and through others to achieve desired result
• Involve other team members to establish best practices/decisions
• Act independently when required
• Provide customer service support by phone, chat, voicemails, and additional manners i.e. emails on occasion
• Evaluate customer's concerns and report to management on help desk support issues
• Explore customer options and explain support policies
• The ideal candidate would have a minimum of 1 to 2 years work experience in a customer-oriented, call
• Challenging customers. Excellent communication and organizational skills required. Technical
• JPMC LOB applications/platforms helpful
• Customer Service and Communication
• Aptitude for providing positive customer service
• Ability to fully troubleshoot technical customer service issues
• Ability to explain complex issues in a non technical manner
• Associated with rapid change
• A sound knowledge of current & immerging IT technologies
• Passionate about customer services
• Great telephone manner
• Ability to go above and beyond in situations to resolve issues and incidents
• Working knowledge of a support/customer service environment
• Ability to work well within a team
• Good problem solving ability and time management practices
• Technically competent with a can do approach and willingness to learn
• Participates in compliance evidence collection process for IT Services controls
• Actively contribute to IT Services knowledgebase and mentoring process
• Achieve other goals and objectives as assigned
• Bachelor’s Degree from an accredited college/university with an emphasis in computer science or equivalent in work experience
• Technical troubleshooting skills
• Typing proficiency: 40-60 wpm
• Proficient with applications used in a corporate environment, Microsoft and Adobe productivity products, email, smart phones, web browsers, FTP clients and ticket systems
• ITIL v3 – Principles Understanding
• A+, Network+, CCNP, MCP, MSDST, or HDI Certifications
• Handle telephone/Web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers
• Co-ordinate all consumable calls in order to enable dispatch of Xerox & Multi-vendor consumables to customers
• Flexibility to take on additional tasks as directed by Team Lead
• Bachelor of Science degree in Computer Science, MIS, or Business Administration
• A minimum of three to five years in a leadership/management role accompanied with five to seven years of experience in a technical role
• Experience with ITIL processes including familiarity with service, incident, problem, and change management
• Ability to provide direction for a team that provides the highest level of client services to all Baird associates
• Extremely motivated, service minded, takes initiative, and experienced in navigating conflict management
• Experienced in SQL, PC hardware, software, printers, Windows OS’s, Office 2010
• Ability to identify, solve and support complex problems in product areas, may include handling challenging situations involving problem escalation
• Exceptional organizational skills with the ability to prioritize multiple projects and delegate when appropriate
• At least 2+ year's industry experience with a strong focus on incident management
• Excellent customer service, interpersonal, communication and organisational skills and the ability to multi-task are essential
• Have a good understanding of Microsoft technologies
• Excellent written and oral communication skills with the ability to interact with both technical and non-technical colleagues
• Good working knowledge of a wide variety of technical systems:-. Microsoft Windows 7, Networking, Printer and Microsoft Active Directory administration skills
• ITIL knowledge and experience an advantage
• Strong aptitude and ambition to learn and develop skills

Team Lead-service Desk Resume Examples & Samples

• Manage the day-to-day responsibilities of a team of professionals who provide first level support for the ATM platforms, associated applications and services
• Provide management leadership to members of the Visa Operations Command Center (VOCC) team including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support
• Assist the Director in developing and managing short term tactical and strategic support initiatives to meet the operational and continuity needs of Visa and our customers
• Improve work processes, procedures and systems while reducing Visa’s exposure to financial loss
• Represent the support teams on cross functional projects and ensure timely completion of agreed deliverables
• Manage team workload to ensure all incidents, problems and requests are prioritized, assigned resolved or acted on in a timely manner. Also ensure all incidents and problems have a root cause identified where possible
• Review and identify common problem areas that require focus and assign tasks accordingly
• Working with the appropriate groups, administer and maintain policies and procedures to ensure a standard approach is adopted in the implementation of system changes and also mentor team members on these policies and procedures
• Provide operational and support perspective on the adoption of new technologies and the implementation of new software
• Demonstrate Leadership abilities and provide direct management to a team of professional individuals
• Represent the VOCC team in relevant meetings such as process improvement and initiatives meetings
• Support project schedules and changes
• Work independently with guidance in only the most complex situations
• Proven record of establishing and implementing objectives and tactical plans from overall direction and strategy to execution
• Minimum of 5 to 7 years of experience
• Assist a highly visible support operation teams while overseeing multiple priorities
• Balance technological and operational priorities
• Collaborate closely with clients and business partners for end state solutions
• Assist multiple operations team
• Provide guidance to the organization, client, and mentoring to junior members, while serving as a role model to the enterprise
• Promote teamwork, both within own group and across Technology
• Flexibility to influence people at a variety of levels internally and externally
• Ability to work with remote direct management
• Demonstrated ability to make complex decisions or recommendations based upon experience, analysis and judgment
• Holds others accountable for quality and timeliness of decisions
• Capable of incorporating new information with historical information to make timely decisions
• Capable of dissecting complex situations and refocusing on the most critical tasks. Capable of proactively seeking information from external/internal sources to maneuver through roadblocks effectively. Characterized by contributions through a high degree of professional mastery in solving critical and complex problems or opportunities facing the team or group
• Thorough understanding of the mortgage process
• Excellent communication verbal and written
• Mortgage Industry knowledge or experience
• MS Office, Peregrine, CenterVu, Reporting Tools, Power Point
• Infrastructure and hardware knowledge (desktops and laptops)
• Implementation experience with Infrastructure and Application Projects

Analyst, Service Desk Resume Examples & Samples

• Provides customer service as the primary interface between IT and the business. Creates, assigns, prioritizes, and follows up on trouble tickets and requests using the incident management software
• Resolves user permission issues on multiple systems including, but not limited to, iSeries, JDA, Windows, VPN and industry standard applications. Resolve issues including application errors, Outlook issues, POS problems and reprocessing. Assists users experiencing network printer errors by troubleshooting the printer and delivering appropriate corrective action
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities
• Minimum 2 years’ experience with PC desktops, networked computer systems, Windows XP and Windows 7 operating systems, Active Directory and Microsoft Office 2003, 2007 and 2010. Preferred knowledge of POS systems, VPN and iSeries
• Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed
• Establish and maintain a succession plan for the team
• Approve leave requests for team members and create leave plan to ensure adequate coverage
• When required, initiate disciplinary processes for team members calling on support from Human Resources when required
• Resolve grievances rose by team members and escalate only if required
• Address poor performance of any team member through the formal Performance Accelerator programme and ensure that continued poor performance is appropriately dealt with
• Motivate team members and ensure that their efforts are recognised
• Participate in the creation and implementation of Employee Opinion Survey (EOS) actions for the team
• B.Comm and or BSc
• ITIL Managers Certification or Equivalent
• Architecture Framework Certification (e.g. TOGAF The Open GroupArchitectural Forum 8.1)
• ITIL v3 Expert
• Minimum 10-15 years experience in IT exposure
• Minimum of 5 year service management experience
• Minimum of 3 years exposure to Architecture Planning
• Minimum 3 years experience in leading and sponsoring large change
• Minimum of 4 years’ experience in a Leadership role
• Translate Bus Requirements to Tech Solutions (Solid)
• Negotiation Skills (Solid)
• Strategic Thinking (Solid)
• ITIL - Governance Framework (Solid)
• Communication Skills (Written and Verbal) (Solid)
• Subject matter expertise (Solid)
• Understand the IT service delivery within a corporate environment (Advanced)
• Conceptual thinking skills (Solid)
• Ability to analyse, make decision and initiate act (Solid)
• Single Point of Contact for end-users and the IT organisation
• Maintaining support for end-users, handling technical queries and problem calls from end users and other (IT) teams,
• Acting as a team member of International organization and as such support projects and activities, following appropriate problem & change management processes,
• Keen on IT Security compliance and maintain an appropriate level of awareness, especially with end users, focusing to follow ITIL rules on daily routine
• Fluent English verbal as well as written
• At least Bachelor’s Degree
• Preferable experience in IT Helpdesk and/or Deskside support position of an international organization; installation, administration and troubleshooting
• Very high interpersonal abilities and communication skills
• Organized, structured approach
• German/ French - will be in addition
• Must have the ability to recognize events or issues that require group management involvement
• Strong dedication to quality customer service and working knowledge of enterprise-wide service-delivery procedures
• Strong telephone etiquette skills and an ability to deal effectively with customers at all levels, peers, vendors, and management
• Hours are 4:00am-12:30pm
• Manage performance of Level 1 & Level 2 services on our After Hours/3rd Shift Team and support to clients while ensuring service levels are achieved and customer expectations are met or exceeded
• Responsible for ensuring staff are meeting/exceeding expectations in regards to performance and defined SLA metrics/benchmarks
• Ensure that appropriately skilled and trained resources are working in accordance with agreed internal and customer procedures and standards
• Train, coach and mentor Service Desk Analysts (Level 1 - 2) including career development. Oversee staff activities. Builds/obtains training material for support staff. Manage the employee work schedule and provide backup support
• Ensure financial objectives are met. And service profits/losses meet expectations
• Act as the SPOC for the service, liaise with SDM and customer, deal with senior level escalation, and adapt service to changes in demand
• Led Tier 1 & Tier 2 service desk teams
• Proven people management and leadership skills and at least 12 months of relevant experience
• Interfaces with end users to resolve basic problems concerning system functions reported through a problem ticket. Reviews information provided and diagnoses issue based on established, routine procedures and scripts. Resolves problems by following basic scripts
• Performs routine install, move, add, and change (ICMS) activities based upon prescribed procedures and processes and as specifically directed
• Maintains currency regarding routine technological, product, process and/or other advances, specifically in line of service, to ensure team performance and achieve team objectives
• Two or more years of technical training in computer field
• Three or more years of technical support experience
• Experience working with solving computer-related technical problems
• Experience working with the company escalation policy
• 0-2 years technical support for PCs laptops, software, hardware, printers, and related equipment
• U.S. Citizenship or Greencard required due to US Government regulations
• Basic interpersonal skills to interact with clients and team members
• Basic communication skills
• Basic organization skills to balance and prioritize work
• Handle phone calls/emails and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers
• Effective interactive skills and ability to work as part of a team
• Ability to communicate with accuracy and clarity both verbal and written in English and Dutch
• 10% Participates in projects as required, following a defined project methodology
• 15% Creates and maintains relationships with appropriate vendors
• 15% Oversees Request Fulfillment process

Level Service Desk Specialist Resume Examples & Samples

• At least 1 year experience in ticket handling, incident resolution, analysis/investigation, trouble shooting, updating relevant tools with known issues
• English: Fluent
• Master's Degree in Information Technology
• Manage escalated customer inquiries
• Monitor inbound and outbound calls to ensure that the Service Desk maintains a courteous, professional attitude
• Monitor, understand and generate key performance indicators such as ACD call statistics, average time to resolve, first call resolution and ticket data
• Evaluate customer satisfaction levels through surveys and internal QA processes
• Manage the development of Service Desk staff members by analyzing and identifying areas of strength
• Make recommendations to management for improvements in workflow and processes with documentation
• Communicate (written and verbal) effectively across all levels of the organization
• Assist with knowledge base article creation and article auditing
• Prioritize work and maintain a high level of professionalism in a highly dynamic work environment
• Supervise a team of app. 3-7 Service Desk Technicians (Level 1 and 2*)
• Responsible for normal management duties including but not limited to: annual staff performance reviews, timesheet approval, and approving time-off requests
• Be the role model for service excellence
• Evaluate group and individual performances against predetermined, measurable goals
• Empower staff to grow their technical and communication skills, and mentor staff to ensure career plans are established and implemented
• Conduct feedback sessions with staff
• Assist in recruiting, hiring, and evaluation of Service Desk Technicians
• Assist with scheduling resources for the Service Desk
• Participate in the on call rotation
• Superior MS Office software skills (Word, Excel, PowerPoint, Outlook)
• Solid background working with PC hardware and software
• Overall knowledge of IT infrastructure components and how they interact
• Excellent reasoning and troubleshooting skills
• Knowledge of IT service process frameworks (ITIL) a plus
• Ability to set processes and lead others toward a common goal
• Demonstrated ability to effectively communicate with peers and superiors
• Ability to work in a fast paced, dynamic environment
• Ability to problem solve, learn quickly, and multitask
• Willingness to make changes or adapt as the situation dictates
• Passion for IT and desire to continue learning
• Must be a team player with strong organizational and customer service skills
• Ability to communicate and measure key performance indicators at both the staff and group level
• The ideal candidate will have 1-2 years of previous supervisory experience, excellent communication and interpersonal skills, and the ability to provide superior support and service to a wide range of internal and external contacts
• Possess technical and education/experience Skills
• 2 + years working in an IT Support environment including Service Desk, Hardware/Software deployment and end user support
• A degree with concentration in IT, Computer Science or Management, or equivalent experience
• This position will report to the Service Desk Manager

Clinical Service Desk Analyst Resume Examples & Samples

• 5+ years of successful experience supporting and troubleshooting basic technologies including Microsoft and/or Apple operating systems, and Office platforms, networks, connectivity, etc
• 2+ years of demonstrated experience and success managing knowledge lifecycle and coordinating knowledge for Service Desk operations
• 5+ years of demonstrated experience in healthcare enterprise workflow and systems dependencies
• US Citizen with the ability to get a Public Trust clearance. Higher clearances accepted
• 1-3 years of technical support experience in a call center environment
• Be able to work shift-work in 24x7x365 environment
• Experience supporting Microsoft Office, Windows OS, and Mac OS X
• Experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat
• Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively and coach others
• Experience with account administration and Identity Management tool
• Associates degree with 9+ years of relevant experience; or additional experience in lieu of degree
• Must have a Secret security clearance or be able to obtain one. Must be a US citizen
• Must be able to work the swing shift
• Ability to work effectively in a team environment and contribute towards organizational and program goals
• Demonstrate willingness to exercise initiative with focus on enhancing the team effort
• Experience with Microsoft system Center Operations Manager (SCOM) and/or eG
• Knowledge and/or experience of RSA and Citrix Desired Certifications: Formal industry certifications are a strong plus
• Examples to include
• Citrix Certified Associate (CCA) – Virtualization
• RSA Authentication Manager 8.x
• BlackBerry 10 Certified Support Specialist; Helpdesk Specialist; Enterprise Service 10 Systems Administrator (BlackBerry Device Service)
• Creates, analyzes, and resolves customer incidents/requests/trends
• Under minimal direction provides technical support to customer, utilizing established protocol(s)
• Investigates, recognizes, resolves and/or reports technology trends. Escalates more complex problems to a more senior level
• Manages the expectations of customers
• Tests systems and applications
• Duplicate, troubleshoot, and investigate user problems
• Recommends system and/or content modifications to reduce user problems
• Informs, recommends and/or manages timely and relevant information to our internal and external business partners
• Notifies appropriate parties of outages and/or brokens and changes in ticket status
• Takes complete ownership of the incident and follow-up
• Submits documentation updates
• Demonstrates understanding of technical business platforms, processes and environment
• Navigates business platforms
• Utilizes available resources to resolve basic to intermediate customer inquiries and/or technical issues
• Hours: 10:00 am - 7:00 pm
• Prior experience working with customers over the phone is required
• 1 - 3 years of service desk, help desk, call center or other customer service experience strongly preferred
• Preferred Competencies
• Direct contact with internal Diebold business customers at all levels and all geographies
• Communication that sets the tone for the entire experience the business customer has with the Service Desk and the Global IT organization
• Respond to incoming questions in a timely manner, track all customer contacts, research questions and issues and resolve each interaction with customer satisfaction
• Follow documented instructions to resolve customer issues and escalate problems to team members as needed via Service Desk procedures
• Develop new solutions to frequently occurring problem
• Work with teammates to develop better processes, documentation, and communication
• Must be currently attending a college or university pursuing an Information Technology or related degree
• Must have and maintain a 3.0 GPA or above
• Experience in PC hardware and software - installing, troubleshooting, resolving issues
• Microsoft Office (Word, PowerPoint, Excel, Outlook)
• Interest in troubleshooting issues and resolving problems and being mentally capable of dealing with problems and challenges on a daily basis
• Ability to communicate effectively verbally (face to face and over the phone) as well in writing (Email, instant messaging, documents)
• Fluency in Spanish a plus
• Provide level 1 technical support for Network and phone
• Coordinate with infrastructure, Application management and other global teams for issues which require escalation
• Identify opportunities for optimizing system performance and provide suggestions for development
• Should have exposure handling escalations and complex issues
• Have at least 3 years relevant experience in IT
• Have a good and relevant degree
• Preferable ITIL V3 certified
• Good Telephone etiquettes
• Be both creative and imaginative in their thinking and approach to problem diagnosis, as well as being structured and disciplined when following process
• Be a strong technologist in at least Three of the following
• Provide service desk support to EcoSure Field Specialists (50%)
• Provide technical support to EcoSure field specialists
• Generate and track equipment requests for EcoSure field specialists
• Participate in our off-hours and weekend/Holiday On-call production support system along with of the members of the EcoSure IT team
• Perform daily tasks in support of EcoSure operations (30%)
• Provide software and data related technical support to EcoSure operations staff
• Perform daily tasks associated with the maintenance of customer hierarchy and user provisioning databases
• Diagnose and isolate data issues to be resolved by IT analysts and developers
• Actively participate in tasks taken on by EcoSure IT in support of business wide initiatives to drive performance and profitability (20%)
• Participate in team meetings and take on tasks to support business initiatives
• Participate in cross-functional meetings to drive improvements in process and teamwork across the EcoSure business
• Document best practices for tasks associated with IT support functions
• Experience with phone support and with the Windows 8 operating system
• 1+ years of experience with Microsoft Office in a professional or academic setting
• Strong analytical and planning skills, including the ability to research and test solutions
• Strong written and verbal business communication skills
• Professional experience working in a position involving support and problem solving of field associates engaged in mobile data collection tasks
• Strong interpersonal skills, including demonstrated patience and empathy
• Problem solving acumen
• Experience and comfort in dealing with competing time demands, incomplete information or unexpected events
• Demonstrated experience with SQL in a professional or academic setting
• Advanced in visual communication, such as creating diagrams, plans, charts and reports
• Liaise with management to oversee the fulfilment of daily tasks and demonstrate appropriate sense of urgency for email response times and phone service levels
• Being involved in the recruitment and training of the team
• Coach & mentor agents to ensure they meet the required performance standards, implement personal development plans where appropriate
• Create a high performing team who effectively contribute to an outstanding customer experience
• Assume full ownership of the teams’ results by measuring performance, providing feedback and holding Service Desk agents accountable for their work
• Deputising for Service Desk Manager
• Conduct monthly 1 to 1’s with team members
• Communicate effectively in both one to one and group sessions, also being able to give and receive feedback
• Manage complaints, queries and any other correspondence required within the team efficiently and effectively
• Identify, research and push for resolution on technical issues affecting internal and external customers
• Continually support the communication and training of new services and/or partake in continuous improvement projects on an on-going basis
• Maintain a positive and professional demeanour and portray the company in a positive light
• Provide after hours on-call support for the Service Desk on a rotational basis
• Embrace differences, encourages diversity and changes within the Service Desk
• Be available to provide Service Desk back-up in situations including absence cover, BCP and rollouts
• 2 years of relevant experience and a Bachelor’s degree or
• Relevant experience and a Master’s degree or PhD or
• Relevant Professional Experience
• 2+ years experience of industry experience
• 2+ years experience supporting customers in use of application software
• Experience working with a diverse set of languages such as Perl, Ruby (on Rails), Java or SQL* Proficiency in using support software tools
• Demonstrated ability to collaborate effectively across teams and
• Support Customer Operations and Sales teams on communication issues when required
• Act as first line Customer support, ensure incoming telephone calls and emails are responded to quickly and efficiently within Service level agreements and objectives
• Log, monitor and manage Incidents/calls/tickets in the systems as indicated by process requirements
• Support data entry on all Sales and Operations related systems as necessary
• To provide Customer support and on-boarding for the Equinix Portal
• Ensure all system issues are communicated to appropriate department for resolution
• Oversee the Service Request and Incident generated by organizations end users
• Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents
• Manage the adherence to the phone/ticket escalation processes to ensure free flowing escalation and information within the organization
• Train, coach and mentor Service Desk Specialists (Level 1 / 2 / 3) including career development
• Oversee staff activities. Builds/obtains (from other departments) training material for service desk staff
• Oversee the scheduling of employee work times and provide backup support
• Interact with end users as needed
• Provide data and reporting of KPI’s and trends to leadership and others in ad-hoc, weekly, monthly and as needed
• You will drive incident review sessions and develop strategies for improvement
• Work to make Service Desk the single source of truth and service delivery channel for internal IT organization
• Monitor and manage phone/ ticket queue (participating in escalated calls as needed)
• Oversee Knowledge Management repository (WIKI) and ensure top quality solutions are available to the team
• Partner with Director, Tech Ops to develops Service and Business Level Agreements to set expectations and measure performance
• Develops an effective and workable framework for managing and improving customer IT services in the organization
• Advise management on situations that may require additional client support or escalation
• Manage process for communicating new IT services the organization
• Review survey feedback to improve services, tools and support experience
• You will participate in on call for urgent uses related to Service Desk
• Manager will maintain competency and enhances professional growth and development through continuing education and conferences
• Tracking (fixed assets) and installing of new computer equipment for employees
• Solve Windows / Mac / Linux Connectivity / Printer issues for individuals and identify system-wide issues
• Support GrubHub team members in person, phone, IM, and email
• Provide enterprise level support for ALL Apple products
• Manage imaging and supporting Windows desktop operating systems
• Be flexible. We're growing and we need to continue to change to help the company grow
• Systems auditing and verifications – making sure our systems are running according to plan
• Setup and support of desktop applications such as MS Office and Adobe Products
• Solve problems for people and leave them with a smile
• Translate a decent amount…You have to be able to speak with the least technically-minded client (internal or external) and make technology make sense to them
• 5+ years’ experience supporting desktop services in an enterprise environment
• Bachelor's degree in a computer related discipline required
• Deep knowledge of Windows a must
• Imaging and supporting Windows desktop operating systems
• Previous experience with desktop management tools and concepts
• Intermediate level knowledge of Linux
• Intermediate to Pro level knowledge of Apple OS & Hardware
• Enterprise level support for ALL Apple products
• Experienced with Lenovo \ Dell (Wintel based) hardware
• Software deployment and inventory systems experience - Kace experience a plus
• Current working knowledge of Active directory in a multi-domain forest a plus
• Windows Server 20xx and related technologies experience
• Experience with Atlassian Products ie: Jira, Confluence, Stash, Fisheye & Hipchat
• Experience working both independently or as part of a project group
• Strong organizational and analytical skills; oral and written communication skills
• Ability to take initiative and lead projects
• Ability to accomplish tasks without supervision
• Must possess a positive and professional attitude
• Experience working with virtual / remote staff members
• Ensure Service Desk incoming support calls are dealt with in a timely and effective manner
• Promote good practice in the use of IT hardware and software
• Provide advice and demonstrate use of software and hardware to end-users
• Prepare and maintain technical documentation as requested
• Perform other tasks as needed when requested to do so by Management
• High School diploma or GED and five years of experience in Microsoft Windows based enterprise environment with call center or service desk experience
• Working knowledge of computers, peripherals, Windows OS versions 8 and 10
• Current TS\SCI security clearance
• ITIL Foundation V3
• Microsoft Technology Associate
• Microsoft Certified Solutions Associate
• Microsoft Certified Solutions Expert
• Enterprise Desktop Support Technician
• Enterprise Desktop Administrator
• Microsoft Certified Desktop Support Technician
• Respond to requests for technical assistance via phone, email and via the Remedy Tracking system
• Track issues to resolution
• Updating the internal knowledgebase and communicating lessons learned with relevant business units
• Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams
• Diagnose and troubleshoot identified problems with PCs, software, communications devices, and network connections as required, including

Manager, Global Service Desk Resume Examples & Samples

• Oversee ongoing end-user support, including service desk and technical support services
• Manage service delivery and the team’s monitoring of various support inputs (e.g. tickets, calls, chat, etc.), as well as monitor for proper response to escalations
• Participate in achieving IT's vision and strategic imperatives
• Ensure the Service Desk is providing excellent end user support; develop and provide relevant metrics to demonstrate performance
• Manage internal and vendor relationships both in US and Internationally for effective delivery of services
• Refine and improve self-service portal(s), JacobsConnect posts, as Knowledge
• Management material
• Refine SLA’s and ensure adherence
• Provide administrative direction and support for daily operational activities
• Define and implement Service Desk related policies, procedures, and best practices
• Set employee objectives, monitor and evaluate performance, ensure relevant training
• For staff, and provide feedback and mentoring
• Ensure the fulfillment of the customer's requirements/ complaints/ order handling
• Analyze data and statistics. Isolate and identify areas of improvement
• Ensures root cause analysis/post mortem meetings and problem management process for lessons learned and preventive reoccurrence is followed
• Overseas and drives Change and Release Management process. This includes tracking and reporting of release/maintenance window preparedness as well as post
• Change results, impacts and trends
• Bachelor’s degree in business administration or equivalent required
• Five to seven years of experience in IT service delivery, direct business engagement, and multiple technology domains required
• Five years or more experience in working with the ITILv3 methodology required
• Five or more years as an IT Manager, three years of which much be directly managing a Service / Help Desk required
• Well versed in supporting Mac/Windows environments required
• Experience with supporting users on a worldwide basis required
• Strong customer service, performance/people management, team building, and motivational skills required
• ServiceNow experience required
• Ability to work effectively with staff, peers, and others in and outside the organization to accomplish goals, objectives and to identify and resolve problems required
• Ability to multi-task, self-initiate, and work in a matrix organization required
• Presents with exceptional written and verbal communication skills preferred
• Ability work with little supervision preferred
• Fluent in English, additional language fluency preferred
• Provide technical support for local, remote field, and garrison sites
• Perform TIER I/II server/desktop support (Windows Server 2012 R2/Windows 7/10)
• Provide basic cabling and systems administration of server/desktop systems connected to LANs
• Desktop system management responsibilities involving account monitoring and security
• Perform troubleshooting on many types of hardware and software
• Independently support an entire remote site in austere or garrison locations if necessary
• High School diploma or GED equivalent with 4+ years of related technical work experience. A BA/BS degree in a relevant technical field with 1+ years of hands-on work experience is also accepted
• Currently possess DoD 8570 at IAT LV II certification, CompTIA Security+ce or higher
• Microsoft certifications (Windows Server 2012 R2 or Windows 7/10)
• Experience with VM applications/systems
• Experience with BMC Remedy IT Service Management software
• Providing first-level support to Sun Life Employees for their IT needs, in a friendly, customer oriented manner
• Understanding our callers’ technical needs and troubleshooting their issues in a clear, jargon free manner - resolving where possible and reassigning to 2nd level support teams where necessary
• Logging, tracking, prioritising and ownership of all contacts received to the Service Desk, ensuring the completeness and accuracy of the information captured
• Responsible for timely follow-up on outstanding tickets and escalating issues through departmental procedures when required
• Collaborating with our Knowledge Management team helping identify common problems, developing and maintaining solutions within the knowledgebase
• Working with other IT Teams to triage and help resolve outstanding issues
• Information sharing with other Service Desk team-members, to assist each other and to continuously raise the bar with the level of support we provide
• Contribute to the Service Desks Net Promoter and Customer Effort Score by ensuring Customer Experience is front and centre of every interaction
• Participate in focus groups and/or pilots for the on boarding of new products and services with the Support Services team, providing feedback from both a user and support perspective
• Maintaining a positive and professional demeanor and portray the company in a positive light
• Availability to provide Service Desk back-up in situations including absence cover, BCP and rollouts

Service Desk IT Administrator Resume Examples & Samples

• Provide daily support through installation, troubleshooting, and support of networked computing devices – to include compiling, configuring, and storing deployable images for each PC type
• Create, maintain, and apply PC image configurations, updates, and process all security and other mandated computer policies
• Serve as Image Manager for MID
• Creates master system images and performs integrated testing of applications on master system image
• Leads work and works with Level 1 technician on deploying, configuring machines, and system problems
• Serves as senior customer technical analyst providing support to Level 1 technicians
• Ensures rigorous application information security/information assurance policies, principles, and practices are understood in the delivery of customer support services
• Ensures the application of appropriate security measure for each assigned job
• Ensures all supported hardware, software and operating systems are compliant with DISA Security Technical Implementation Guides (STIG), DISA Gold Disk Standards, Security Content Automation Protocol (SCAP)
• Responsible for installing, deploying, configuring, and managing all aspects of the Navy Medical Data-at-Rest Enterprise Solution (DARES)
• Ensures all Suspense Dates are met and Maintains standard images for supported computing devices
• Plans, implements, and manages problem management systems
• Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements
• Records customer service requests into the DoN Trouble Ticket tracking system
• Develops and updates Standard Operating Procedures (SOPs), when required
• SPOC of IT department for customers, and owner of all incidents re-ported by customers to IT Service Desk
• 1st line of trouble shooting and issue resolving
• Account management
• Documents, tracks and monitors the problem to ensure a timely resolu-tion
• Escalating issues to appropriate resolver group according to escalation guide
• Monitors interaction between agents and callers to ensure quality as-surance standards
• Customer focus and very services oriented
• Good at oral communication and willing to help others
• Good English with both written and oral
• Familiar with PC hardware/software, maintenance and troubleshooting (including operating system/application/virus/network problems etc.)
• Knowledge with PABX, TCP/IP, SCCM, outlook, exchange and other network concept
• Analytical and problem solving skills, ability to do multitask simultane-ously and prioritize the assignment
• Good team work
• A technical savvy person that willing to use new electronic device and technology
• Responsible for a high degree of customer satisfaction
• Ensure incidents are properly resolved and / or escalated per defined Service Level Agreements
• Assist in documenting solutions to resolve customer issue
• Accurately document troubleshooting procedures to assist with timely resolution of incidents
• Inform management of incidents, which have a significant business impact
• Ensure all tickets are properly documented with all troubleshooting procedures
• Submit suggestions for process and procedure improvements
• College degree in Computer Science or equivalent experience
• Retail experience desired. Safeway business knowledge a plus
• Minimum 2 years of Service Desk / Call center experience
• Proficient with Windows 2K and Microsoft Office Suite products
• Must be dependable and flexible with work schedule
• Must possess analytical ability and think 'outside the box'
• Must be well organized and able to manage multiple priorities simultaneously
• Must have proven track record of positive performance reliability
• Must possess excellent reasoning and troubleshooting skills
• Must excel in a high volume production environment with high customer service expectations
• Must have a strong sense of urgency with the ability to multi-task in a fast-paced environment
• 4 year degree (Computer Science, Information Systems or relational functional field) and/or equivalent combination of education or work experience
• Intermediate knowledge regarding support technologies such as telephony systems, incident management systems and knowledge management systems
• Ability to act as single point of contact offering end to end resolution
• Minimum 2 year of Service Desk / Technical support experience
• Ability to adopt standard practices and procedures set in the organization with detailed instructions
• Self-starter, with a demonstrated ability to learn beyond formal training with a strong aptitude for delivering quality products
• Dependable and flexible with work schedule
• Good communication and Interpersonal skills with the ability to work effectively in a matrix organization
• Ability to read, analyze and interpret technical procedures, decision trees or diagrams
• Ability to effectively present information and respond to questions from clients and customers
• Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables

Specialist, Service Desk Resume Examples & Samples

• Provide outstanding customer service
• Provide advice and training to users
• Translate customer-reported symptoms into technical terms
• Support and contribution to special projects as needed
• Minimum 1+ years Telecommunications and call center experience
• Minimum 1+ years previous Service Desk, Help Desk or Desktop Support experience supporting internal customers
• Associate degree (or higher) in a technical discipline, IT industry recognized certification (A+, Net+, MCP, HDI, ITIL) or significant relevant work history required
• Strong technical knowledge of desktop and laptop support
• Strong technical knowledge of networking fundamentals
• Strong technical knowledge of Active Directory
• Ability to work in a fast paced, team based, customer service oriented environment. Possess strong verbal and written communication skills
• Strong understanding of troubleshooting fundamentals Strong research skills

Managed Service Desk Technologist Resume Examples & Samples

• Computer and strong analytical skills
• Experience in handling customer calls
• Tools: REMEDY, NetCool and other services applications desirable
• MS application tools such as MS-Word, MS-Excel, etc
• Technical graduate or equivalent experience
• Prior background working in NOC environment is highly desired
• Knowledge of ITIL is a plus
• Attention to details
• Technical literacy
• Aptitude to manage multiple task concurrently
• 2+ years of customer support experience.Want to create a job search agent? Send this job to a friend
• Experience supporting Windows 7 or 10 operating system, Office application suite, and other applications
• Mature approach with a focus on customer service, responsiveness, rapport- building, listening, and questioning skills
• Ability to effectively handle and troubleshoot most calls related to hardware, software, and basic network functions
• Persistence to pursue problems until they are solved. Balance and good judgment to know when to ask others on the team or escalate the issue
• Minimum of two (2) years previous experience in a professional environment with solid phone support skills
• Minimum of two (2) years previous desktop support or call center experience
• Exceptional ability and knowledge of PC, laptop and printer hardware configuration, deployment and troubleshooting
• 7 of the total 9 positions require ITIL v3 certification
• Key role in the support of end users in Private Banking in Japan and APAC
• Work as first line of support for front office users, third party vendors and development team
• Independently handle issues encountered by end-users and monitor service level provided by second party vendors
• Interacting with different key users on a daily basis
• Experience in providing IT support to business users
• Customer Service/Customer Relationship Management experience
• Experience in the banking sector, and familiarity with banking IT systems and applications
• Able to perform in a high pressure and highly dynamic environment
• Attention to detail; have the ability to work independently
• Knowledge of relevant professional IT frameworks (e.g. Globus T24) is desirable

Head of CIS Service Desk Resume Examples & Samples

• Responsible to manage the CIS Service Desk team, consisting of internal and external resources and performing the Level 1 and Level 2 tasks of the main ticket-based service operation processes
• Responsible to manage external Managed Service Providers as delivery units based on SoWs and agreed SLAs per service and end-to-end
• Steering the external service provider according to SAP’s guidelines
• Close collaboration with all department team leads, program & project managers
• Close collaboration with 3rd level operations teams
• Active participation for the strategic further development of the business unit and its service portfolio as part of the CIS management team
• Transition of tasks and services into the central Service Desk. Today these activities are partly managed by functional infrastructure teams (e.g. network, storage, etc)
• Accountable for the precise SLA KPI reporting of the managed service to ensure SLA compliance for all CIS customers for the Service Desk related measures (IRT, LRT, TRT, ..)
• Responsible for a high customer satisfaction being the “go to person” for the SAP internal customers
• Participation in regular Service Review Meetings together with the CIS service management
• Initiating and driving continuous service improvement (CSI) measures & initiatives for the SD business unit
• Access Management support
• Event Management tracking
• RCA tracking
• Academic degree (or equivalent), preferably in business administration, computer science, mathematical, technical or science field of study
• Strong leadership and management skills
• Good knowledge of the ITIL Process Framework, IT Service Desk and IT Service Level Management
• Personality to actively steer, support & influence teams being an excellent team-player and -leader
• Very good and effective communication skills - easily establishing interpersonal relationships
• Ability to think conceptually and customer orientated
• Effective time management and ability to work under time pressure and tight deadlines
• Very good English and German language skills - both languages are mandatory
• Service Desk management and / or operations background of large infrastructure environments is a strong plus
• Strong relationship and network management capabilities
• Responsibility for the performance of the following main tasks and processes on Level 1 and 2
• 8+ years’ work experience in the IT industry
• Experience in IT Service Desk and IT Service Level Management
• Management experience of hybrid (internal/external) teams in a global distributed setting
• Strong work and management experience in driving external suppliers as managed service providers
• Professional work experience dealing with customers & partners

Backfield Asia Pac Service Desk Engineer Resume Examples & Samples

• Handle Service Desk mailbox and assist client enquires
• Handle Service Desk Hotline and assist client enquires
• Log all incident and request cases into Impulse (ServiceNow) call logging system
• Keep customers informed on request status and progress and update the cases
• Close the cases upon confirmation with users
• Handle IT equipment purchase requests
• Handle Video Conference requests
• System Account Administration
• Basic Windows OS, Microsoft products and PC troubleshooting
• University Degree holder or above
• Customer Service related experience (Call Center prefer)
• Able to work in Shift Monday to Friday (6am – 3pm/7:30am – 4:30pm/8am -5pm/9am –6pm/9:30am – 5:30pm/10:30am-7:30pm)
• Able to work on Public Holidays

Service Desk / Tier, IT Administrator Resume Examples & Samples

• 3+ years of experience with IT systems administration
• DoD 8570 Security Certification required, including Security+, CASP, or CISSP
• 1+ years of experience with working in an IT service desk
• BA or BS degree in a related field preferred
• Microsoft Certified IT Professional (MCITP) Certification
• 24 X 7 Service desk remote Operation Support via email, web & ticketing tools
• Provide Level 1 & Level 2 technical support for Windows platform issues
• Provide level 1 technical support for applications on Windows based systems
• Identify opportunities for optimizing performance and provide suggestions for development
• Should have exposure handling escalations
• Have experience of
• Supporting remote bespoke systems (hardware and software) located in many countries around the globe
• Liaising with IT colleagues and vendors from around the globe
• Fair knowledge on Windows Server Administration (2007 and above)
• Array Networks SSL-VPN
• RSA SecurID Administration
• The candidate should be
• Client oriented
• Service oriented
• 2 to 3 years of overall experience working in 24 X 7 IT infrastructure & Service operations environment
• 1+ years of relevant experience in Service Desk Support
• Should have a good and relevant degree
• Must be ITIL V3 certified
• Responsible for the day-to-day management, supervision and service delivery for the Westfield Service Desk, which provides first, second and third levels of support for the Westfield’s corporate headquarters and Southern California area centers
• Day-to-day. Provide leadership for Service Desk team members through mentorship and coaching. Ensure incidents are resolved timely while looking for opportunities to develop and mature IT Service Management processes. Manage staff schedules to ensure Service Desk coverage during normal business hours and on-call support, as needed. Oversee and act as an escalation point for all IT requests and incidents between the Service Desk and other IT teams
• Process improvement. Solve problems and make decisions relative to Service Desk responsibilities. Develop policies and procedures for the Service Desk. Develop and maintain an IT technical knowledge base of identified problems, known errors and solutions. Procure and manage inventory for computer and peripheral assets. Train Service Desk staff on operational procedures and troubleshooting techniques. Facilitate training on new hardware and/or software applications as required
• Management. Establish and track metrics and KPIs to ensure consistent quality desktop support for employees on a regular schedule and/or as needed. Write and deliver Service Desk staff performance appraisals annually to meet HR time requirements for completion. Approve hours worked, PTO, travel and other Service Desk staff needs
• Experience. Minimum 5 years’ experience in an IT technical support role supporting both Microsoft Windows and Apple OS X desktops and notebooks and VoIP phones. Three to five years’ experience hardware and software installation and maintenance. One or two years’ previous supervisory experience preferred. IT Infrastructure Library (ITIL) experience or certification preferred. Experience with workflow and ticket management systems such as ServiceNow is a must for this supervisory role
• Traits and skillsets. Strong communication and customer service skills are an absolute requirement. An ability to work in a collaborative team environment is necessary. Proficient time management and organizational skills and the ability to comprehend and document technical issues with attention to detail are needed. The ability to manage, prioritize, and communicate status of multiple tasks simultaneously are skills that will be utilized daily
• The IT Service Desk Agent will provide technical assistance and support for incoming requests and problems related to computer systems, software, hardware, mobile devices, and infrastructure
• The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7 and Office suites
• Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes
• Problems \ requests range from simple to complex; the candidate will analyze each request or symptom(s) and provide optimum resolution \ fulfillment for each customer in a prompt and efficient manner
• Performance is measured on a variety of Key Performance Indicators (KPI’s), including First Call Resolve (FCR), SLA, and customer services
• Excellent communication skills, phone presence, organizational skills, and multitasking are necessary attributes to meet the expectations of the position
• 2-year degree required
• Install system wide software and assist with fine-tuning system performance
• Set-up administrator and service accounts
• Bachelor's degree with 3+ years of related experience. Additional training and/or years of experience may be substituted in lieu of a degree
• Working knowledge of computers, printers, laptops, and common Windows applications in a Windows environment
• Currently possess DoD 8570 IAT level II certification, Security+ce or higher
• Large Enterprise-level IT experience in supporting multiple Operating Systems and environments
• Microsoft Windows7 or other relevant MS certification
• Escalate to a Manager any calls or emails that are sensitive in nature to our reputation
• Accurately prepare individual metrics at the end of each business day to be consolidated with the group's performance
• Monitor system performance, escalating technical-related issues to management or via trouble ticket escalation
• Continuously improve call handling skills, systems knowledge, communication skills and knowledge of customer base
• Have an active participation driving process improvements, customer service, and system expertise and compliances solutions
• Advanced English required
• Excellent customer service
• Good personal computer systems skills
• Microsoft Office (Word, Excel) knowledge
• Higher degree is preferred

Director, Global Service Desk Resume Examples & Samples

• Transforms Viacom Media and Technology Services (MTS) strategies into multi-year plans and goals to align global Service Desk delivery with key business objectives
• Exercises judgment and influence on key Service Desk areas such as standards and policies, reporting and metrics, and continual service improvement. Partners with IT and business stakeholders to ensure services delivered are exceeding customer expectations
• Possesses solid understanding of the business area’s needs, including aligning Service Desk support solutions to their functional processes, business objectives and organizational dynamics
• Leads the successful delivery and transition of new services, including
• Maintains an awareness of best practices in the Service Desk industry and implements as appropriate. Pursues and implements proactive avenues to continuously improve the end user experience, such as leveraging mobile, self-service, and social media platforms to drive high customer satisfaction
• Possesses knowledge about the business of Viacom, including the key work processes and success factors of different units and functions
• Creatively develops and sets tactical direction for the global Service Desk team. Proactively works with the outsourced vendor to ensure seamless delivery of established performance goals, objectives and development plans; and providing ongoing constructive performance feedback
• Continually improves Service Desk procedures and processes, and measures the success of these efforts. Serves as a change agent to help drive ITIL process maturity throughout the Client Services organization, and MTS
• Quick to establish strong operational credibility to the business and a reputation for service excellence and solutions delivery. Serves as the key escalation point who interacts daily with business and IT partners to assist with resolution of open incidents and requests; develops and maintains strong relationships with these business and IT partners and staff
• Balances and negotiates the needs of multiple users and communicates the business advantages of various Service Desk solutions and tools
• Seen by business partners and MTS colleagues as a key resource to escalate Service Desk problems and to receive guidance and complete solutions
• Communicates clearly and precisely with all levels of the company. Develops communications plans and templates for use by the Service Desk
• Works autonomously to implement and achieve key Service Desk objectives only seeking guidance when strategies shift or need to be clarified
• Can make hire/fire decisions, within company policies. Implements performance improvement plans and any necessary corrective actions
• Ability to communicate technical Service Desk subject matter to non-technical staff
• Provide 24x7x365 global support for Service Desk problems that require immediate assistance
• Typical candidate will possess 8+ years of relevant experience and BA/BS degree or equivalent. Advanced degree highly desirable
• An accomplished leader who excels at customer service, managing stakeholder relationships, and displays outstanding problem solving, communication, and organizational skills
• An overachiever with an unparalleled passion and drive to deliver service excellence and continual service improvement
• Media industry experience a plus
• CompTIA or HDI certifications a plus
• Exceptional knowledge of Cisco Call Manager, ServiceNow, MS Office Suite (2010/O365), Windows 7/10 and MAC OSX, iOS and Android, VPN/Citrix/VDI, and Active Directory
• Familiarity with various SaaS solutions, such as SAP, and enterprise applications, such as Concur
• A proven and established track record of success delivering best in class Service Delivery across the Service Desk functional domain
• Answer end-user questions via phone and email on all IT supported applications
• Troubleshoot Desktop, application related issues on Windows & Mac
• Troubleshoot issues on iOS and android devices
• Determine source of computer problems (hardware, software, user access, etc.)
• Advise end-users on appropriate action
• Link calls to known issues
• Participate in assigned projects and ability to cooperate & work as a team player
• Identify process improvements
• Experience in a Service Desk/Technical Support environment
• Familiarity with Adobe products
• UNIX\Linux\Win Servers system administration
• User Account administration
• Familiarity with telecommunications services including VOIP, wireless and video conferencing
• Familiarity with security services including Anti-Virus, VPN, OTP tokens and Digital Certificates
• Experience with relational databases
• Knowledge of SQL databases

Queue Manager Service Desk Consultant Resume Examples & Samples

• Monitor all tickets severity 3 and severity 4 incident tickets
• Manage and assign level 1 helpdesk queues
• Insure valid ticket assignment to CGI’s level 1 helpdesk technicians by cross referencing schedules with the monitoring tools
• Monitor the open incident queues to prioritize the resolution of certain tickets
• Initiate notification and escalation when necessary to internal support groups or to Client Engagement Manager (CEM) for client owned support groups ; Follow up to have tickets updated
• Run basic QA checks on proper usage of ticketing tool platforms
• Execute management reports for better follow-up and in order to notify the operations teams
• Strong knowledge of ticketing tools
• Microsoft Excel (macros, pivot tables, graphing/charting, formulas)
• Microsoft Access (queries, macros)
• Microsoft PowerPoint
• Attention to detail is a must
• Ability to use time productively, maximize efficiency, and meet challenging work goals
• Demonstrated critical thinking and problem solving skills
• 2 or more years of experience in the Technical Service Desk operations
• All applicants must be in the process of securing a degree or equivalent from an accredited university
• Able to work as an effective member of a team
• Motivated to work in a fast-paced environment
• Customer-focused

Head of Service Desk Mexico Resume Examples & Samples

• Has a substantial impact on the profitability or operating efficiency of the employing organization(s)
• Has a significant influence on policy formation
• Performs work which is mainly non-routine and often includes strategic decision making and large-scale deployment of methods, processes and tools
• Demonstrates competence in key areas of management and leadership expertise including communication, staff direction and motivation, financial planning and control, quality management, risk analysis and the achievement of targets
• Demonstrates an extensive knowledge of own and supportive areas (IS, F&A, HR etc.)
• Business Language
• Business Methods: Executive selling, value based argumentation, opportunity management, CRM, set up of consistent sales methodology
• Conflict Management
• Internal policies
• Leadership and Management methods
• Market / New Trend, Client, Competitor and product knowledge
• Performance Management
• Company principles and values
• Business and commercial basic principles such as Accounting, US_GAAP, EBIT, cash flow, forecast, business volume, cost calculation/control, interpretation of key data for controlling, profitability considerations, Sarbanes-Oxley
• Personnel Processes and Instruments
• Product Portfolio
• Moderation Skills
• Technical knowledge
• English (written and spoken)
• Political Developments
• Problem Solving Techniques

Teamlead Service Desk Resume Examples & Samples

• Organisation of the team and the workload incl. workflow optimisation and shift scheduling
• Coaching, development and management of assigned staff and appropriate review
• Recruitment of new employees along with the human resources department
• Subject to workload you will be assisting as an Incident manager with service orders via phone, e-mail, fax, Internet or through monitoring, provide service contracts to the competent authorities suppression and document the service requests in the CRM
• A successfully completed commercial or other relevant training, good basic business skills and/or networking skills
• At least 4 years relevant work experience in a call center or shared service center
• Have a proven track record of delivering results

Service Desk Technical Analyst Resume Examples & Samples

• Be readily available to answer the phone to our customers in a professional and efficient manner
• Providing a positive image of the company through your role as the first point of contact with customers
• To ensure that all is work carried out in accordance with ITlL Incident Management guidelines
• Log calls via the appropriate call logging system and provide a high level of technical fix. For example
• Knowledge in the use of PC and Windows environment / office
• Very dynamic profile, proactivity
• Monday at friday 11hs - 20hs
• Advance Knowledge English, Portugues, Spanish

Service Desk Anst Prin Resume Examples & Samples

• Troubleshoot, document and, if unable to resolve, transfer incident to Desktop Initiative Tier II or back to the appropriate customer Service Center (as appropriate)
• 6-8 years working in a IT support environment
• Excellent Verbal and Written Skills
• Security + or 8570 compliant (or obtain within 90 days of hire)

Automation Engineer Service Desk Resume Examples & Samples

• Automation of standard tasks within the Service Desk
• Designing automation work flows across multiple infrastructures
• Collaboration with Infrastructure and application teams to solve cross platform issues
• Creation of custom tools to reduce manual intervention
• Ability to reverse engineer current in house built tools
• 5+ years of experience with desktop client engineering within a complex organization including development, implementation and support experience
• Bachelor’s degree in computer science or equivalent related field experience
• Previous experience using automation tools such as Chef, System Center Orchestrator, or other automation tools
• Proficient in scripting languages such as VBScript and Powershell
• Understanding of Windows platform including AD, Group Policy, and scheduled tasks
• Respond to emergency and data center facility incidents to maintain availability of the data center resources
• Provide 1st level support as needed for SAS internal organizations to ensure 24X 7 Global Support is available
• Communicate with vendors or support teams to accurately record details of incidents using incident management software
• Facilitate meetings with IT staff and Stakeholders following incidents of mission critical services to review resolution steps taken and root cause of the incident
• Assist with installation and modification of software products on the network as required
• Create and maintain internal documentation
• Provide a single point of contact for the organization in support of General IT Desktop services
• Answer, log, track and process incoming escalated technical phone calls regarding application, hardware, OS and related solutions in an enterprise environment
• Troubleshoot, prioritize and provide end user support for Tier 1 trouble tickets for desktop and enterprise applications, desktop computers, laptops, network access, e-mail, Web, local/networking printing, iPhone, iPad, connectivity, remote access, and hardware issues
• Perform basic troubleshooting tasks and operating system support. Follow established guidelines to accomplish tasks and solve routine/non-routine problems
• Ensure quality customer service is provided at all times and refer more complex user problems to appropriate second or third level support groups for follow-up and resolution
• Identify chronic occurrences in reported technical issues, and notify management of increasing trends, unusual activity or repeated activity
• Brief customers as well as management on the status of current resolution efforts
• Monitor Job Scheduling and Network Performance applications to identify and escalate all production problems
• Monitor weather conditions for the organization and escalate when necessary
• Trains customers on operating system and other standard software applications
• Must be at work on a regular and predictable basis or as scheduled
• Associate's Degree in Accounting, Finance, or Business or a minimum of 2 years of experience is required
• A minimum of 3 years of industry experience is strongly preferred
• A minimum of 1 year of supervisory experience is required
• Current First Aid and CPR certifications are required
• General office experience
• Proven ability to deliver high-quality customer service and support
• Proficiency with standard word processing, spreadsheet, and database software
• Professional, enthusiastic, team-oriented attitude
• Ability to multi-task, complete detail-oriented tasks, and work independently
• Fitness experience is a plus

Service Request Manager / Service Desk Resume Examples & Samples

• Provide email assistance to corporate clients and critical systems alerts
• Record requests reported by clients; support the client through the problem resolution process
• Coordinate with the different teams involved in the requests
• Consult the KB and/or existing documentation to perform analysis that is compliant with established processes
• Consult previous tickets to find similar cases as needed when resolving requests or creating accounts
• Effectively manage work load to reach and maintain service levels
• Prioritize your work and respond to newly transferred tickets in a reasonable timeframe so objectives are met
• Monitor various service queues
• Create reports required by operations
• Associate’s degree in Computer Science or related field, appropriate technical certifications, or equivalent experience preferred
• Experience with applicable hardware, operating systems, and applications preferred
• Prior experience in a healthcare related field helpful
• Expertise with Windows and PC Software programs preferred
• Strong analytical skills to think critically, assess input, and develop possible solutions required
• Provides advanced technical support to internal Ecolab associates on a variety of issues
• Fielding phone and e-mail requests for service
• Active in the development, enhancement, and maintenance of equipment and data
• Responsible for identifying, logging, researching, and resolving incidents. When requests are beyond their capabilities, the associate is responsible for documenting, tracking, monitoring, and ensuring timely request resolution
• Relies heavily on experience and personal judgment to plan and accomplish goals
• Working with Development staff to test handheld application and reporting enhancements
• Deliver process documentation to field for application enhancements
• 1+ years of experience in a Help Desk/Service Desk environment
• 1+ years technical knowledge of commonly-used concepts, practices, and procedures, basic technical knowledge of servers, networks, applications, and hardware in a business environment
• 1+ years experience utilizing call management software & monitoring tools – such as Remedy or ServiceNow
• Associates Degree in Information Technology or related field
• 2+ years Microsoft Office Experience: Outlook, Word, Excel, PowerPoint
• Experience with iOS, iPhones & iPads
• Mobile application support
• Familiarity or direct use of MDM technologies such as AirWatch
• 2 to 4+ Years experience
• Comp-TIA Network+
• Manufacturer certifications
• Be able to provide assistance for up to 35+customers per day (or more depending on seasonal volumes)
• Provide accurate, up to date information pertaining to Health & Welfare Benefits, Payroll, Pension/401k, Health Progress, Rebate, and Corporate Card Services
• Identify and resolve issues pertaining to Ingersoll Rand policy/eligibility guidelines
• Perform needed analysis; conducting required research and provide resolution to bring closure to customer issues, during the First Call if possible
• Follow up with customer issues in order to guarantee prompt resolution
• Ability to multi task and prioritize in a fast-paced environment
• Customer Focus/Quality oriented and results driven skills required
• Excellent communication, with analytical and decision making skills
• Document each call accurately with customer ticketing system
• Instill trust and confidence while working with customers to overcome challenges
• Must be available to work flexible full time hours depending on assigned shift; Shifts range from 7am-7pm EST, Monday-Friday. ((Position shift is 10:00am-7:00pm))
• High School diploma; Associates Degree or College Degree preferred
• 1-2 years call center/customer care or other related customer contact experience required, 5+ years preferred
• Computer proficiency required ( Word, Excel, Outlook)
• Inbound/Outbound Contact Center call handling (Phone Soft Skills)
• Ensure that all interactions with Customers are pleasant and professional, while following ABB standard call and ticket handling procedure
• Manage an accurate report of the resolution is documented in the call history including knowledge articles or technical documenters used in the resolution
• Achieve allocated development, training, audit and administrative tasks
• Build professional relationships with all stakeholders
• Contribute to the continuous improvement of designated Cloud Services processes

Service Desk / Knowledge Base Analyst Resume Examples & Samples

• 1-2 years Phone support experience receiving
• Windows 7 Active Directory experience
• Outlook 2010 experience
• First point of contact for all information technology issues within the bank
• Responds to telephone calls and email from employees for IT support
• Support Windows 7, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, office telephone and voice mail usage
• Ability to accurately interpret and fulfill customer requirements to achieve customer satisfaction
• Windows XP/7 support
• VPN and other remote access solutions
• Service Desk ticket tracking software use
• Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally
• Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP and Windows 7 environment, offering a variety of level 1 to 1.5 solutions over the phone. Using remote control tools to assist customers when needed
• Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base
• Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool
• Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame
• Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests
• Provides polite and customer friendly service support for problem resolution
• Attempts ot resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required
• Documents incident status and solutions in incident database tools
• Possesses current working knowledge of computers, printers, laptops and common windows applications
• Works through various types Tier II issues with telephone assist

Jira Service Desk Admin Resume Examples & Samples

• Set up, administer and support Atlassian Tools JIRA Service Desk and Confluence
• Gather requirements for business processes,and determine ways to optimize/improve JIRA Service Desk setup and workflows, as well as identify where functionality can/cannot meet user requests
• Create comprehensive JIRA Service Desk workflows including project workflows, screen schemes, permission schemes, notification schemes etc
• Utilize Confluence for knowledge sharing and integrations with JIRA Service Desk
• Setup reports, dashboards and filters as well as utilize third party add-ons in JIRA Service Desk and Confluence
• Create development / testing version of Jira Service Desk to test new workflows and modifications to existing workflows
• Locate and define new process improvement opportunities
• Provide Jira Service Desk training to the company's users
• Create and maintain detailed technical and user facing documentation
• Gather requirements for business processes, and determine ways to optimize/improve JIRA Service Desk build and configure; workflow, screen and field scheme's, as well as identify where functionality can/cannot meet user requests
• Develop metrics dashboards in JIRA Service DEsk to provide end-users and business leadership with meaningful operational/performance metrics and status reports
• Actively and consistently support team(s) to understand and enrich the customer experience
• Help maintain JIRA Service Desk projects and perform as local admin for the teams
• Communicate effectively and work closely with other teams to educate best practices across the organization
• Creates and updates training manual, documentation, help guide, best practice and resources as needed
• Be the initial support tier for JIRA Service Desk and Confluence
• Minimum of 3 years of hands‐on experience working with the Atlassian product suite, with specific focus on JIRA Service Desk and Confluence
• Familiarity with hands-on experience using JIRA REST APIs for integration with other tools
• Familiarity with Java, Apache Tomcat, APIs, Certificates, POSTGRES and MySQL
• Energetic and ability to work in a fast changing dynamic agile environment; strong work ethic with good time management
• Linux sys admin experience a strong plus
• 1+ Year of Technical Troubleshooting Experience with Windows, Email, Network Support
• 1+ Year in a phone support or customer service role (call center)
• Peripheral support exposure
• Entry level candidates who have great customer service with light troubleshooting experience and the appetite to learn technology*
• Provides primary support in answering incoming calls via telephone, intranet / internet, e-mail, and fax
• Creates service request in call tracking system with accuracy and timeliness
• Assists in generating defined performance reports or charts to schedule
• 4067 or 309.407.7619

End User Service Desk Password Resume Examples & Samples

• Basic Active Directory tasks, reset or unlock LAN passwords and/or user accounts & adding/deletion of security groups
• Monitors and manages request mailbox and facilitates appropriate client support, including system user set up and access support
• Receiving, logging and managing calls from internal staff via phone and Service Desk Manager tool
• Escalate unresolved calls to second level functional support teams
• Take ownership of user problems and provide status follow up of open tickets and communicate progress in a timely manner
• Experienced in working with ticketing systems

IT Manager Service Desk-plymouth, MN Resume Examples & Samples

• Assign, prioritize, and track writing projects for the department. Set agendas and calls department meetings to discuss issues concerning the service desk staff, such as style and template revision, hardware and software issues, and department policies and procedures
• Responsible for staffing, training and performance review; makes recommendations regarding promotions, salary and disciplinary action
• Manage service desk resources for optimal performance; oversee the delivery of day-to-day technical service desk efforts including receipt, prioritization, documentation, and resolution of information systems products and services
• Responsible to plan for and manage the budget designated for the department
• Plans and implements major initiatives related to the support center
• Effectively manage the department functions while meeting and adhering to corporate, legal, and regulatory policies, guidelines, and requirements regarding compliance. Work with the compliance and Legal departments for overall updates, procedure changes or development, and resolution of issues
• 5-7 years progressive experience in service desk or related experience
• Minimum three years of hands-on experience in Desktop Support and Software Support; 2+ years in a supervisory or project management role
• Demonstrated ability to lead
• Direct supervision of team of Service Desk Specialists and PC Support Specialists
• Position requires seven years experience as a Service Desk Specialist
• Understanding of networking fundamentals
• Experience with Sponsor enterprise network operations and policies, SharePoint 2007/2010, and Microsoft Excel 2010
• Strong customer service and technical writing skills
• Demonstrated written and verbal communications skills, including ability to giving formal presentations to different audiences
• Experience performing assessments, developing or improving configuration management processes and procedures, and implementing these processes and procedures
• Ability to work creatively and analytically in a fast-paced environment

Service Desk, Tier Resume Examples & Samples

• 2-4 years in a Service Desk environment
• 2-4 Experience of basic troubleshooting of Microsoft based products
• Worked with and/or familiar with Microsoft System Center Service Manager Suite (SCORCH, SCOM etc)
• 5-8 years experience of service desk management in an international environment
• Previous experience in help desk support for applications, desktop and network services and products
• Experience in negotiating and managing 3rd party suppliers
• Minimum of five years’ service desk experience
• Demonstrated excellent communication and customer service skills
• Demonstrated experience with networking fundamentals
• Demonstrated experience with Sponsor enterprise network operations and policies
• Demonstrated experience with Active Directory/Access permission administration
• Demonstrated excellent hardware and software troubleshooting skills
• Demonstrated experience in technical writing to include communicating solutions and workarounds to end-users
• Demonstrated ability to share data and technical techniques with peers
• Demonstrated ability to work independently or under only general direction
• Demonstrated ability to multi-task without sacrificing quality
• Demonstrated written and oral communications skills, including giving formal presentations to different audiences
• Demonstrated experience performing assessments, developing and/or improving configuration management processes/procedures and implementing these processes/procedures
• Demonstrated ability to work creatively and analytically in a fast-paced environment
• Demonstrated teamwork and collaboration skills
• Typically requires bachelor’s degree or equivalent, and five to seven years of related experience

Service Desk Admin Resume Examples & Samples

• Set up new employees (laptop imaging, user accounts, email, building and application access, phone)
• Install, configure, and update computer hardware, software and patches
• Manage user accounts through Active Directory (creating users, unlocking account, password reset, updating information, etc.)
• Work with PC hardware vendor to schedule replacement of failed components
• Resolve network related issues (Ethernet, wireless and Internet connectivity, printer and resources)
• Ensure compliance with applicable procedures for maintaining official records and equipment usages
• Create and update system images
• Coordinate system and application license purchases
• Assist employees in connecting personal devices (iPads, iPhones, Blackberries, Android devices) to our wireless network and email system
• Recommend ways to optimize our computing environment
• Monitor PC backups
• Ensure security policies are followed

Head of Service Desk Resume Examples & Samples

• Building and shaping a high performing team with proper customer centric mindset, knowledge, empowerment and sense of purpose that delivers valuable and timely support to our End Users. Overseeing the entire SD operations on daily basis, being accountable for overall service quality of the center
• Strategic planning of the SSC, organizing, implementing and maintaining IT support
• Managing HR (staffing) and finance (budgeting) requirements of the center, being responsible for all hiring decicions within the SD
• Defining future service requirements, innovation of services, and service improvements. Engaging and managing regional leadership stakeholders such as the APAC CIO and IT Cluster Leads
• Convening monthly review meeting with IT cluster leaders and APAC CIO; preparing monthly review reports and dashboards for APAC CIO and IT cluster Leads

Manager, Service Desk-americas Resume Examples & Samples

• Manage the Information Services Americas Service Desk staff for all offices including affiliated companies located in North and South America
• Hire, train, conduct performance evaluations and institute disciplinary action for IT Support Analysts across the Americas
• Work with global Service Delivery team to establish and maintain policies, processes and procedures to meet the needs of the Companies worldwide
• Manage Americas IS Service Management process
• Support the global IS Asset Management process
• Responsible for management, inventory and tracking of IS assets within the region
• Report defined regional IS Service Metrics that will be used to meet the expectations of consistent global Service Delivery
• Introduce use of Service Desk Institute Standards (SDI) and ensure benchmarks are met to include standardizing SDI metrics to match requirements in Europe and Asia where affiliated offices are located
• Manage service request ticket allocations and ensure issue proper resolution and documentation
• Coordinate change request process for regional IS equipment purchase orders by creating change tickets, assign appropriate work orders and ensure proper change control is followed
• Use Cisco Command-Line Interface (CLI) in working with company’s CISCO-based devices
• Work with the global Operations team to verify proper escalations and processes are followed during a service disruption within region
• Manage and provide employee and staff technical training. Ensure system integrity and security to prevent software/hardware intrusions
• Excellent interpersonal skills, including ability to communicate clearly and concisely both orally and in writing with all levels of management
• Hard-working, detail oriented and committed to producing great end results
• Ability to thrive in a fast paced, rapidly changing work environment with many competing priorities
• Self-starter with the ability to multi-task
• Ability to work in a dynamic, deadline-driven environment
• Ability to work autonomously and as a member of a team
• Develops and drives accountability for self and others
• Strong customer/client focus with the ability to provide a superior customer/client experience and build long-term relationships
• Demonstrates professional maturity that represents the organizations image
• Must have 2 years’ experience in each of the following
• Using Cisco Command-Line Interface (CLI) to configure, monitor and maintain CISCO devices
• Ensuring all Service Desk Institute Standards (SDI) benchmarks are met in Service Desk operations for Financial Services or Private Equity organization
• Creating standardized SDI metrics to align with global standards in Europe and Asia; and
• Implementation of ITIL v.3 best practices for Service Desk functions in a global environment
• Must have 1 year experience utilizing Fortigate Intrusion Detection/Prevention equipment
• Accountability - Demonstrates a commitment to and responsibility for accomplishing individual, team and business objectives
• Planning - Identifies business needs, problems and risks proactively, and develops well founded plans that specify strategies, actions/solutions, risk mitigants and desired results
• Adaptability - Exhibits the capacity to successfully change and evolve one’s actions, opinions and behavior as a result of changing priorities or environment
• Communication Skills - Proactively communicates in the appropriate medium with clarity and focus at the right level to ensure delivery has the appropriate impact
• Team Work - Fosters collaboration among team members and business partners, and uses capabilities to achieve team goals
• Strive to resolve 75% of incoming tickets without escalating to a 2nd or 3rd level team
• Learn about the client's business and the importance of IT to the business
• Learn about the client's IT systems and applications and understand how they interact with one another
• Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc
• Extensive Customer Service experience
• Passion for servicing IT customers
• Passion for understanding all types of technology
• Multi-tasking capabilities
• Ability to grasp complex concepts quickly
• Persistent problem solving ability
• MUST have a two year degree (minimum)

Service Desk Analysts Resume Examples & Samples

• Provide a first, and single, point of contact into Capita Services Desks for all supported businesses
• Ensure incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software
• Deliver outstanding customer service standards by answering all calls promptly, remaining courteous and professional at all times
• Logging of all incidents in the appropriate call logging software, ensuring all relevant information is obtained, correct categorisation, contract, SLA is chosen and advise caller of unique call reference number
• Provide problem diagnosis, using appropriate support tools and resolution for desktop problems. Assign calls to correct third party queues where appropriate
• Resolve and close cases to customers satisfaction or escalate to the appropriate ITS Management where further direction is required
• Demonstrate a positive attitude towards change by words and behaviours. Challenge the way things have always been done and suggest improvements
• Good attendance and time-keeping

Manager, IT Global Service Desk Resume Examples & Samples

• Responsible for all GSD service provision, occasionally requiring travel and extended / unsociable hours
• Responsible for GSD team recruitment, retention, performance measurement and continuous improvement plan
• Member of Service Management leadership team and Customer Service management team
• Line management of the GSD team in High Wycombe and any GSD employees located in other UK offices / home-workers
• Partners with GSD manager in Hong Kong office - collaborate on objective setting, etc
• Contributes to IT problem management process through problem identification, development of known error and workaround definitions, and verification of problem resolution
• Team operates agreed business / IT processes including joiners & leavers, major incident and hardware / software request, ensuring audit and policy compliance at all times
• Leads and participates in ‘shift left’ projects to identify and implement projects which move service activity to GSD from other IT teams
• In collaboration with the Operations support team, deliver appropriate reporting
• Experience running a multi-lingual 24x7x365 service desk
• Proven success within an international business, preferably a retailer
• Experience of agile project management would be advantageous
• ITIL Qualifications are desirable

Myhealth Online Service Desk Representative Resume Examples & Samples

• Associate's Degree, or Bachelor's degree in Communication, Business, Healthcare Administration, or liberal arts OR equivalent work combination of coursework and experience in a service industry highly desired
• Familiar with technical terms and Internet usage, such as cache, cookies and other basic technical terminology
• Multiple years of customer service experience in a medical specialty practice or other healthcare related occupation with transferable skills
• Preferable previous experience in customer service/customer care
• Excellent customer service skills; problem solving and communications skills
• Comfortable working with Technology related tasks
• Advanced level of English (mandatory)
• Interested in a part-time job

Analyst, IT Service Desk Resume Examples & Samples

• Monitor incident management queue (Remedy) for all incidents. For each incident,perform QA on troubleshooting steps taken to date; determine appropriate escalation path and assign incident to appropriate team for resolution;validate expected incident response and resolution times; and provide contact information directly to customers
• Follow-up (via phone, email or in person) with technical response teams on incidents that have not been responded to and/or resolved in order to ensure highest level of customer service. Provide timely follow-up to originating customer and respond to inquiries and concerns they may have
• For all escalated tickets, determine whether knowledge management artifacts, self-service or help desk tools, or published web site information could solve this incident in the future; provide key details for such improvements to appropriate work teams as needed
• Work with colleagues and supervisors to ensure smooth communication and escalation flow during major outages during and after normal business hours
• Provide direct technical support to technology support staff in partner IT units
• Follow standard operating procedures and guidelines in relation to all work performed
• Participate in regular team meetings and training sessions
• Work with the Help Desk management to ensure smooth communication and escalation flow during major outages
• Escalate Tier 3 problems to appropriate support groups through the incident-tracking system and according to department problem resolutions process
• Note: The intent of this list of primary duties is to provide a representative summary of the major duties and responsibilities of this job. Incumbents perform other duties as required
• Constant attention to customer service
• Excellent time-management and organizational skills
• Exceptional customer service skills, including verbal and written communication skills
• Demonstrated ability to work as part of a team in a fast paced environment
• Exceptional multi-tasking capabilities
• Working knowledge and understanding of Duke's technology infrastructure,applications and tools,as generally gained through previous work experience in the OIT or similar service desk
• Demonstrated knowledge of IT business processes and procedures.Expertise in administrative ad enterprise application support; knowledge of Duke and the internal working groups in OIT preferred
• Experience in customer service and incident management tools (Remedy experience preferred)
• Expert knowledge of Windows and Macintosh operating systems, as well as strong familiarity with Linux/UNIX
• Expertise in Internet applications, including email software, web browsers, wikis/blogs,calendaring applications and networking concepts
• Demonstrated analytical skills, including computer troubleshooting techniques
• Demonstrated communications skills, both verbal and written
• Determine the scope of the trouble ticket and the responsible department
• Establish and maintain a professional relationship with customers, team members and department contacts
• Cooperate with team members to provide the best customer experience possible
• Provide quality customer service that exceeds customer expectations

Service Desk & Service Operations Data Trend Resume Examples & Samples

• Reports and analyzes service tickets created provide service ticket statistics. Speed to Answer & Total time Resolution (TTR), First Contact Resolution (FCR), TTR, (fluent with ITIL Process and reporting, Request Fulfillment, Incident Management, Problem Management etc.)
• You use the analysis for tasks such as observing organizational bottlenecks, identifying staffing issues, tracking the performance of your support organizations, and viewing the average length of time issues remain open. All delivered reports include multilevel
• The preferred candidate will have a bachelor and/or Lean/ Six Sigma Certified
• 3 years’ in a call center environment and/or analyzing/reporting environment
• Excellent understanding of data mining and root cause analysis techniques
• Strong creative problem-solving skills, business acumen, and customer focus
• Experienced at dealing with large sets of data
• Able to work cross-functionally and to manage multiple competing tasks in a fast-paced environment
• Proficiency in MS Excel, Access and SQL
• On-board the Bank/ Campus New Hires / Exit / Transfer Users / Contract Ext
• Tracking and monitoring of DD groups across the board
• Following up on Bank Campus New Hires / Exit / Transfer Users queries
• Escalate to relevant managers of SLA’s breaches for acknowledged and resolved calls (Call Management)
• Monitoring of the Campus New Hire Mailbox
• Log and manage IT Support calls received via email, Self-Service Portal and Telephone
• Backup for Service Desk Support to our customers
• Escalate calls functionally or hierarchically if you cannot assist the customer yourself
• Manage and track calls to resolution, adhering to the SLA
• Identify areas of improvement within the support function
• Create/update support documentation if the need arises
• Own High Priority logged calls to resolution
• At least 2 years’ experience in the Service Desk support environment – Not Helpdesk (“Catch and Dispatch”)
• ITIL V3 Foundation Certification
• A+ and N+ Certification
• MCSE / MCSA advantageous
• Voice / Communication Training advantageous
• Pride in what you do

Agent Service Desk, Amman Jordan Resume Examples & Samples

• Within SITA Service Desks, the Service desk agent is responsible to handle, at level 1, the incidents, service requests and change requests (assigned to him/her) which are raised by customers when they face issues with the use of SITA products and services. Those incidents are reported via various media: telephone, e-mails or web portal
• Airport Services
• Exposure to ITIL and to IT and network components and principles
• Trouble shooting
• Good written and spoken communication skills
• Able to work under your own initiative as well as part of a team
• Excellent knowledge of Microsoft Operating Systems and Applications
• Previous experience working on a Service Desk
• An understanding of working to SLAs
• Minimum 1 year of technical support experience in a call center environment
• Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat
• Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively
• Proven ability to think and troubleshoot logically and act decisively in critical situations
• Experience with account administration and password resets in a Microsoft Active Directory environment k) High school diploma or GED
• Must be a US Citizen and possess a US “Public Trust” clearance, Secret (or higher) clearance, or be able to obtain a Public Trust clearance

Director, Service Management Service Desk Resume Examples & Samples

• Design, implement and communicate a delivery model for enterprise IT services that includes policies and standards development for service definition and business case justification, service level agreement framework, key performance indicators, and flexible delivery capacity requirements
• Build and maintain effective partnerships within IT, business partners and external vendor network (suppliers, partners and vendors)
• Evaluate performance trends for deployed devices and solution to understand performance stability issues; where needed ensures patches, upgrades and enhancements are provided to improve products and service
• Facilitate and actively participate in the definition and implementation of IT standards
• Lead the implementation of IT service management (ITSM) processes and procedures, the identification and management of service standards, measurements and reviews, and the development and maintenance of a customer-responsive service catalog
• Facilitate the development of strategy, standards and key performance indicators to ensure the highest effectiveness of the service desk function
• Deliver data and reporting of KPI’s and trends in ad-hoc, weekly, monthly reports and as needed
• Lead a 24x7x365 operation, supporting, incident management, service request fulfillment, and advanced troubleshooting techniques for the entire enterprise
• Demonstrate strong organizational skills and be ability to execute using project management skills
• Facilitate, communicate, and implement problem resolution strategies in order to achieve the best possible customer service outcomes
• Continually review the service provided to end-users and customers to ensure they meet agreed service levels and all customers’ requirements as well as identify improvements to the service provided through liaising with stakeholders, conducting customer satisfaction surveys and electronic monitoring
• Build, manage and motivate a high caliber, team-oriented Service Desk organization that promotes excellence and rewards results
• Significant IT solution leadership experience leading and managing an IT service team including coaching and mentoring others, assessing staff performance and providing for professional development opportunities
• Demonstrated track record as a strategic thinker, creative problem solver and solutions provider
• Ability and desire to adapt to a fast paced environment with changing customer needs, technology requirements and strategic direction with ease
• Experience leading Service Desk, Major Incident Management and Enterprise User Management for a large scale organization
• Strong intellect and business acumen, coupled with the skills of a pragmatic business leader
• In-depth understanding of large Service Operations & Service Transition principles
• Experience conducting ongoing processes to measure and evaluate current services and identify new services
• Demonstrated success securing high level cross functional collaboration/participation; ability to establish leadership credibility and inspire teams to achieve common goals
• Ability to persuade and gain the commitment of others to accept a point of view, adopt a specific direction, or take a course of action
• Demonstrated success as a leader specializing in the design and implementation of ITSM and ITIL processes, organizational structures, functions and technologies
• Strong leader holding multiple vendor relationships to high levels of quality development, including managed services
• Perform role of change agent and transformational leader with a focus on improving the customer experience
• Provide influence across the organization
• Experience working in growth environments and a proven change agent
• Drove automation to increase efficiencies and increase customer experience
• Ability to think strategically – can execute in the present and shape the longer term direction; can anticipate and envision what change is needed that will produce game-changing improvements
• Bachelor’s degree required; Master preferred
• Visionary leadership – drives adoption of innovative approaches, focused on generating and implementing new possibilities to improve performance
• Strong Collaborator – builds relationships of influence quickly and effectively, partners with peers and markets to create alignment and speed to implement
• Creates a vision for team and coaches them to excellence and to delivering with quality, consistency, timeliness, innovation, and strategic perspective
• Decisive leader who is able to move business forward quickly while balancing time, cost, and quality
• Agile; thrives in a fast-paced, constantly shifting environment
• Strong business acumen; incorporates overall objective in developing strategy and decisions
• Has awareness of each team member’s career goals; facilitates development discussions; and provides challenging tasks and assignments to promote development
• Strength in relationship building across business and organizational boundaries. Ability to build support at all levels
• Impeccable personal integrity and business ethics, driven by high performance standards
• Strategically-minded, contributing to the development of a coherent overarching strategic vision for the company
• Organizationally savvy; utilizes partnerships across the organization and leverages knowledge of formal and informal decision-making processes to accomplish work objectives
• Sets performance direction by translating broader business initiatives into clear team objectives and individual goals, aligning appropriately with other groups for efficient, coordinated action
• Able to motivate and mobilize others; creating a cohesive and inspirational team environment
• Ability to address and realize both long-term and short-term goals and objectives
• Possesses a low ego; celebrates the success of others in the business; passionate for helping the customer do their job better

Director, Enterprise Service Desk Resume Examples & Samples

• Accountable for all Enterprise Service Desk functions from strategic and operational perspectives
• Develops strategies and plans to drive service improvements and cost efficiencies
• Owns and manages the integration of multiple IT service providers into the Enterprise Service Desk service delivery function providing an end to end service
• Insures a cultural fit among CHI and multiple on/off shore service providers
• Leads the development and implementation of long-term strategic goals for the Enterprise Service Desk
• Builds and maintains strong and productive partnerships with key onshore and off shore service providers
• Manages large complex contracts and requisite funding
• Provides cultural and service delivery orientation to off shore service providers to ensure and build strong partnership with providers
• Acts as a liaison between multiple IT service providers and Service Desk functions
• Accountable for the overall performance of the Enterprise Service Desk
• Ensures services are meeting the business needs of the CHI markets
• Builds and maintains strong, productive relationships with IS Business Management functions
• Sets direction for the integration of services, in a multisourced environment, for seamless service delivery (network, data center, security, end user services)
• Sets long term vision for user self help, the underlying technology and processes
• Puts plans in place to measure and improve services while reducing overall costs
• Responsible for insuring a long term Knowledge Management strategy is in place and that the Knowledge Management system delivering increasing value over time
• Provides leadership across the enterprise to drive the adoption of ITIL best practices
• Bachelor of Science degree in Computer Science or information systems field required. Master’s degree preferred
• Help Desk Manager Certification and/or service desk certification preferred
• 5 years experience managing a large customer support center or in IT management required, plus experience within a managed service environment strongly preferred
• Must be available to spend 20% of time traveling to off-shore locations
• 8-10 years total IT/help desk experience or IT service delivery is required
• Must have demonstrated knowledge and/or skills in the following areas
• Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times
• Adheres to and exhibits our core values
• Reverence: Having a profound spirit of awe and respect for all creation, shaping relationships to self, to one another and to God and acknowledging that we hold in trust all that has been given to us
• Integrity: Moral wholeness, soundness, uprightness, honesty and sincerity as a basis of trustworthiness
• Compassion: Feeling with others, being one with others in their sorrows and joys, rooted in the sense of solidarity as members of the human community
• Excellence: Outstanding achievement, merit, virtue; continually surpassing standards to achieve/maintain quality
• Maintains confidentiality and protects sensitive data at all times
• Adheres to organizational and department specific safety standards and guidelines
• Works collaboratively and supports efforts of team members
• Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community
• Configure VoIP devices in the Deere North American environment within the Cisco call manager system
• Process requests for activating and deactivating physical and softphones
• Participate in the Asset Management Process
• Maintain Knowledge Base accuracy for VoIP items
• VoIP Coordination Shared Service Assumptions
• Deere will provide Service Provider with access to the Cisco call manager system to be able to perform the necessary requests
• Service Provider assumes that current volumes of requests processed by the team will not fluctuate greater than 10% from the rolling 12 month average, notwithstanding seasonal fluctuations
• Service Provider and Deere will meet on a quarterly basis to review volumes and ensure staffing levels remain at adequate levels. Any changes will be mutually agreed to by Service Provider and Deere

Supervisor, Service Desk Coordinators Resume Examples & Samples

• Oversees daily workload of non-exempt and exempt Service Desk Coordinators
• Reports directly to Supervisor – Installations
• Reviews automated reports to ensure completeness of daily tasks
• Oversees daily staffing resources
• Reviews and maintains all SDC processes relating to tech assignment processes
• Oversees daily ticket management and coordination
• Monitors daily operations for any problems or issues and escalates to Supervisor – Installations
• Interfaces with SC’s to ensure office expectations are manageable
• Works with SC’s to ensure PIM processes and documentation are consistent
• Provides Supervisor – Installations with any needed background information for ticket review
• Monitors coordination efforts for quality assurance and identifies any needs or issues
• 6 - 8 years of related information systems experience
• Logical thinker who can take input from staff to formulate action plans
• Experience with Service Manager or comparable ticketing system
• Ability to handle escalations from the customer as directed by the Supervisor – Installations
• Sound organizational skills and ability to multi-task under tight deadlines
• Positive attitude with the ability to accomplish tasks
• Experience working independently with little supervision and achieving required objectives

Regional Service Desk Supervisor Resume Examples & Samples

• Manage Regional Service Desk operations to ensure service delivery with defined process, facilitate service review meeting, consolidate reports for management review, enforce improvement plan for Service Desk services
• Manage change management for newly added solutions, modify process and/or procedures according to validated change requests
• Manage budget for Service Desk activities, track all spending and manage recharge to local countries and brands
• Manger depots stock level at each country, maintain proper fixed assets records and coordinate with equipment acquisition process when require
• Act as an escalation point for all requests and incidents, as well as for addressing service quality issues related to the appointed vendor(s)
• Coordinate with local MIS and global service owners to ensure service incidents being handled in a timely manner
• Ensure that daily, weekly, and monthly statistics, status reports are completed and continually modified to meet the services needs
• Handle customer escalations and ensure customer satisfaction
• Deep understanding of the MIS Service Catalog, knowledgebase and associated SLAs in order to manage appointed vendor to deliver required services
• Manage Service Desk resources, complete performance appraisals, provide professional guidance coordinate recruitment, training, development and attendance to ensure proper and sufficient workforces to cover the defined services
• Manage, monitor, and coordinate to validate process requests for new and replacement hardware, and onsite service support requests
• Proactively build positive business relationships with service owners, local, regional and global IT teams, business partners and agents to ensure clear and effective communication to all parties
• Work in partnership with all IT teams to develop appropriate performance improvement solutions for Service Desk
• Takes initiative to pursue collaboration with MIS teams and Services Manager to improve organizational performance
• Participate in root cause analysis and long term solutions to improve the availability and performance of the supported applications and infrastructure and operations

Workforce Management Intraday Coordinator Service Desk Resume Examples & Samples

• Responsible for following up timely on all schedule alarms in real time adherence system and communicating with service desk personnel on any adherence issues identified
• Responsible for assisting with absentee line and real time exceptions, entering exceptions real-time and notifying managers of absences and deviations
• Responsible for documenting non-adherence in adherence log and communicating information with management
• Responsible for performing intra-day performance analysis (noting recent historical trends) and conducting real-time re-forecasting to make recommendations for adjustments in staffing plans in coordination with the workforce management team to achieve service level goals and business objectives. Identifies call trends, documents and reports out findings to senior leadership via daily communication to regional center
• Validate contact center phone numbers and language lines daily
• Identify when workforce management systems are down and follow up with Service Desk Service Readiness team when problems arise
• Serve as backup to Workforce Management Analyst
• Lead and participate in weekly workforce management discussions with Service Desk Leadership workforce management meetings; reviewing previous week SLA/WFM gaps
• May participate in the assignment of High and Critical incidents to the Major Incident Management team
• Minimum three (3) years of experience in a contact center role
• 2-3 years of experience in a similar workforce management role
• Associates degree in business administration, healthcare, or related field preferred
• Be readily available to answer the phone to our clients in a professional and efficient manner
• To provide front line troubleshooting, diagnostics and to provide technical fixes
• To support a variety of custom made/bespoke applications, Microsoft applications and desktop applications. Plus a variety of off-the-shelf industry tools
• To support networks, hardware and printers etc
• Actively employ, share and contribute to the company's knowledge base
• Manage open incidents in line with industry best practice guidelines
• To support local and Global clients
• Take control, understand goals and own your performance
• Strong amount of technical knowledge of Windows XP, Windows 7, Microsoft Office 2003/2007 products, Market Data Applications (ex. Bloomberg) and telephony environments. Expert level knowledge in at least one of these areas
• Ability to broaden knowledge in the functional areas of IT and be proficient in 2 or more functional areas
• Strong basic execution capabilities within functional areas of IT
• Moderate proficiency in troubleshooting desktop computer issues, both hardware and software
• The focus of a service desk person is to stay at the service desk and service people over the phone. Some problems are more easily handled in person, also during periods of high call volume, problems may be delegated to a desk top support person from a service desk person for reasons of efficiency Provide Level 1 technical support for users of desktop hardware and software in the same location and level 2 technical support for users of desktop hardware and software in remote locations
• For any problem where the user is in the same location, during periods of very high call volume, incumbent may forward the problem to a desktop support technician even if they are technically capable of solving it themselves
• Contribute to work flow or process change/redesign to the team where improvements are identified thru troubleshooting
• Performing Active Directory actions such as password resets and data entry, as required
• Work overtime hours, weekend hours and on-call hours as required
• Provides technical support in the implementation and maintenance of electronic communication and information systems
• Provide support of Microsoft office programs and other software programs
• Ability to analyze and interpret data and prepare reports
• Inventory equipment for asset management
• Under close supervision, an intern will perform entry level professional duties of moderate difficulty providing the opportunity for professional training in various functional areas throughout the company
• Associate’s Degree or its International Equivalent, working toward Bachelor's Degree in Information Technology related field
• Requires intern to have at least 2 yrs. of college experience
• Basic working knowledge of fundamental concepts, practices and procedures with information systems
• Ability to perform basic Project Management responsibilities
• Ability to manage high volume work flow with minimal supervision
• Ability to manage small projects and daily activities
• Demonstrated problem solving and organizational skills
• Articulate, professional and able to communicate in a clear, positive manner with clients and staff
• Must be able to read, write and speak fluent English
• Accurately records customer issues into the tracking system; maintains and updates support documentation to assist in information sharing within the team
• Acts as an ally to all other members of the support team, by being approachable, sharing, and friendly; providing whatever aid they can to assure that customer issues are being addressed in timely and precise manner
• Participate in small-scale student or public-related deployment/operational projects
• Proven ability to organize/coordinate workload independently among constant deadlines and shifting priorities
• Works within the guidelines provided in all policies and procedures
• Occasionally required to work outside of normal business hours, and may be called during off hours
• 1-2 years of technical support experience within a diverse user community and at least one year of help desk experience, preferably using remote and knowledgebase tools
• Experience supporting both Microsoft and Apple personal computing environments
• Superior written, oral and interpersonal communication skills with a strong dedication to customer service
• Must demonstrate consistent commitment to supporting teamwork within the group
• Proven proactive problem-solving skills and ability to work under stress and time pressure, required
• Must be able to individually lift and move computer equipment up to 50 pounds, and periodically up to 100 pounds with the assistance of others
• Provides Helpdesk phone, face to face and email support, focusing on Knowledge Base usage and article creation, end user follow ups and escalation
• Maintains, supports, repairs, upgrades and deploys desktops and laptops
• Installs vendor critical and security patches and upgrades
• Utilizes Active Directory for account move/add/change
• Participates in the physical deployment, move and recovery of hardware
• Develops and maintains desktop support procedures and prepares end-user documentation
• Performs asset inventory and labeling and organizes hardware in storage locations
• Provide Tier I/II contact and incident resolution to customers with hardware, software, and application problems
• Attempt to resolve as many incidents during the first call or at Tier I
• Currently possess Microsoft Technology Associate (MTA) certification (exam 98-365, 366, 367, 368, or 369) OR Windows 7 certification (exam 70-680 or 70-685) OR equivalent/higher level certification
• Currently possess DoD IAT II certification, Security+ce
• Ability to work 12 hour shifts in support of 24/7 operations
• Experience with BMC Remedy IT Service Management software, SolarWinds network monitoring software, and/or account management for M3 and SMART.NEXT messaging system
• Currently possess ITIL v3 certification
• Provide maximum customer service and issue ownership
• Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
• When necessary, escalate incidents to the appropriate next level support team
• Advanced knowledge of computer, printer, and network troubleshooting and installation procedures
• Supporting and resolving incidents and trouble tickets of the HR applications
• Interacting with application users
• Performing 2st level analysis, troubleshooting and incidents handling
• Escalating problems to 3rd line support (if needed)
• Cooperating with 3rd line software development teams
• Providing timely notification to management and support groups
• Basic knowledge or experience with Software Development Lifecycle, ITIL or other frameworks
• Knowledge of one or more technologies: Unix, SQL, Informatica/ BusinessObjects / other reporting tools, .NET applications or Java
• Experience in production support or incident management is a strong asset
• Disposability to work on shift basis
• Analytical approach for problem solving
• Ability to learn and support new web and system applications
• Very good written and spoken English (German nice to have)
• Ability to travel (trainings in Europe and possibility to travel overseas)

Help Desk Lead / Service Desk Resume Examples & Samples

• Position requires 3+ years of experience managing IT Service Desk or user Support
• Experience with PC/MAC OS and server platforms, Active Directory, SCCM, Casper, and Windows/MAC desktop applications is essential
• Experience with Desktop computer hardware, printers, and peripherals
• Experience with Mobile Device Support (Windows, IOS, Android)
• Understanding of basic Networking protocols
• Provide support for Publishing and other business specific systems
• Extensive knowledge of Adobe products (InDesign, Photoshop, Illustrator and acrobat) is a plus
• Font management software (UTC)
• Experience troubleshooting printing issue

Manager, IS Service Desk Resume Examples & Samples

• Serve as Regional Head and disciplinary leader for NA IS Service Desk delivery (both Application + Infrastructure Service Desk)
• Serve as Regional liaison for service desk quality, performance and processes
• Point of contact for Regional Service Desk service requests, Regional complaints and escalations regarding Service Desk quality and performance. Also point of contact for [regional] escalations, ticket related complaints, compliments or general issues with Service Desk Quality in the Region. Track SLA’s and KPI’s weekly and monthly with standard tools
• Escalate regional issues to global level (SD CC Architecture) where necessary
• Consult in regional end user communication
• Support of region/language related service improvement plans with providers taking regional culture into consideration
• Support regional projects including acquisitions and divestitures
• Support in testing language capability of analysts
• Support of issuing regional Purchase Orders
• Contribute and participate in Regional and Global Incident procedures (Major outages)
• Contribute and participate in regional Budgeting / Forecasting process / Approval process
• Handle end user calls and web queries
• Act as the first point of contact for the customer
• Precise administration
• Act as a primary contact between customer and resolving group
• Keep the user informed, own and follow up ongoing cases
• Provide first level support for Finisar employee’s IT related issues in a courteous and responsive manner
• Manage the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, hardware, software, networking equipment and peripherals
• Implements all IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision
• Practice asset management for IT hardware, software, and equipment
• Establish and maintain regular written and in-person communications with the organization’s users, department heads, and end users regarding pertinent IT activities
• Administer add, move, and change requests from end users as well as new line installations as required
• Monitor, assign, update user requests in Finisar’s IT ticketing system (CA Service Desk)
• High School Graduate with 2 years related work experience
• Exceptional customer service orientation
• Proven analytical, evaluative, and problem-solving abilities
• Actively participate in a rotating on-call schedule
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
• Occasional inspection and installation of cables in floors and ceilings
• Demonstrated customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse and distributed organization; flexible in adapting to clients’ changing needs
• Ability to work independently and exercise sound judgment in leading the activities of a technical team
• Generalist knowledge in various IT areas, such as help desk or contact centers, networking, desktop support, and security, and methods used in those areas
• Knowledge of best practices in delivering IT support services
• Prior experience with data security tools, issues, and best practices
• Demonstrated ability to manage projects from start to finish
• 5 years of IT-related work in an academic environment—ideally in a medical research environment
• Two-year college degree and five years of relevant experience or a combination of education and relevant experience
• Ability to plan effectively and to manage/supervise projects and work queues
• Ability to provide excellent client service
• Must have advances level expertise diagnostic techniques for problem troubleshooting

Associate, Service Desk Resume Examples & Samples

• Trouble shoot technical issues
• Provide beginner to Advanced support specifically with the Microsoft Office Suite
• Integrate the necessary third level teams to accomplish a goal
• Assist in locating or creating documentation
• Determine appropriate next level of support
• Provide training to customers as necessary
• Offer advanced support via Subject Matter experts
• Work with 3rd level teams to create documentation and work out processes
• Identify “HOT ISSUES” or issues that are effecting a number of people to engage the appropriate support and clear up the issue as soon as possible
• Assistance with passwords
• Assist customers at home with business related issues
• Assist customers with completing IT Store requests properly, and suggesting things that may have been missed such as an SAP account, email address, or Admin account
• Handle issues submitted over the intranet in the form of tickets in a timely manner
• Assist customers via Chat
• Answer phone calls timely
• Follow up with customer to ensure resolution of issues
• Assist customers in navigating our intranet (The Mark)
• Legally authorized to work in the United States
• 1+ years of experience in a Help Desk and/or Call Center environment
• Ability to perform shift work and/or a variable work schedule
• Advanced knowledge of MS Office Suites and Windows Operating Systems
• AA or equivalent + 6yrs experience
• TS/SCI clearance (Poly preferred, must obtain)
• Certification required to meet 8570 compliance
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. Recommends changes to policies and procedure to streamline operations
• Attempts to resolve as many incidents during the first contact, or at Tier 1
• Efficiently escalates incidents to higher Tier II or Tier III when required
• Applicable S/W or H/W training and certifications commensurate with the technical objectives, services required, and IT environment specified within the ESOC task order

Service Desk Level Resume Examples & Samples

• Assists the customer in resolving highly complex technical problems on a primary account by providing guidance regarding software and hardware problems
• Oversees follow ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame
• Eight or more years of technical or customer support experience
• Strong leadership skills to guide and mentor the work of less experienced personnel
• DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the ESOC task order

Tier, Service Desk Specialist Resume Examples & Samples

• Certs must be current and presented prior to start date to Prime / Govt per DoD 8570 Regulation. Must have Security + plus a Computing Environment such as Sharepoint., MCSA, MCITP, or CCNA provide Provides support for moderately complex technical and team management activities related to system and database administration
• Monitors and maintains Windows Server operating system and additrional server components including but not limited to Exchange, Active Directory, SharePoint, SQL Server, and Office Communications Server / Lync Server
• Applies patches to major subsystems and services, roles, and file system components within a Windows Systems environment and performs OS and patch testing
• Executes basic PowerShell or Command Shell commands
• Monitors and reviews systems logs and detects and troubleshoots problems
• Writes basic technical OS documentation
• Controls system access and security aspects of critical systems
• Partners with Service Desk by setting and managing customer expectations
• Ability to solve technical systems problems quickly and automate processes
• Troubleshooting technical problems involving software and OS
• Taking care of customers´ requests by email, telephone and other communication channels
• Attend and log service desk calls to the incident management system from Logistics and Customs clearence areas
• Analyze, solve and communicate incidents of ERP systems and other business applications to the customers as 1st or 2nd level
• Co-operate with other members of the IT department
• Follow-up unresolved issues and provide feedback to customers accordingly
• Administrative tasks of Service desk team
• Excellent customer service and interpersonal skills
• Ability to work independently and under pressure
• Flexibility to work in shifts
• Flexibility for on call emergency service out of standard service hours (24/7 service)
• Knowledge of business processes
• Degree in Business Administration or IT or equivalent
• 1 – 3 years of relevant working experience
• Familiar with ITIL, in particular Incident management
• Working experience in Service Desk process and tool development
• Experience with SAP system (on user level or support level)
• Experience with another ERP system
• Knowledge of sales and supply chain business processes
• Knowledge of logistic processes
• Knowledge of customs clearance processes
• Knowledge of paper and forest industry
• Graduate in an IT related discipline from reputed institute / university
• Basic knowledge of Microsoft Windows 7 fault resolution
• Basic knowledge in troubleshooting Microsoft Office 2010 suite
• Basic Knowledge of ITIL Service Management best practices
• You’ll need to be a professional and polite communicator both on the phone and in writing
• Keen to ask questions, listen and problem solve is vital but it is very important that you care about the accuracy of your work
• We are advancing our technologies so you must be eager to learn
• SDI certification

Manager, Service Desk & Operations Resume Examples & Samples

• Maintain a broad understanding of business, business needs, and how assigned technologies drive and support the business
• Maintain strong relationship with key business partners driving technology consumption – understand their roadmap and align technologies capabilities to achieve it
• Bachelor’s degree in Computer Science, MIS, or related. Equivalent experience considered
• 4+ years of experience providing day-to-day oversight/supervision to a team of technical employees and/or vendor partner resources
• 5-7+ years of broad technical experience with proven expertise in a majority of the following areas: servers, networks, hardware, operating systems (Windows, UNIX, Linux, AIX), middleware and related base build infrastructure and software
• Experience and in the web and distributed computing environment
• 4+ years of experience and proven success identifying and implementing opportunities for improvement to configurations, procedures and process to enable greater availability, capability and efficiency
• 2+ years of direct people-management experience to include performance management
• Strong written and verbal communication skills with the ability to translate technical information to non-technical audiences and vice versa
• Excellent problem detection and determination skills in multiple functional infrastructure/application areas
• Strong customer service orientation and an inherent sense of urgency and attention to details for resolving issues
• Proven experience creating, championing and maintaining processes, procedures and policies
• Experience working in the financial services industry or other similar, highly regulated environment
• Act as a backup in support of both Team Leads and Management in either absence
• Assist in the day to day supervision, guidance and development of Team Leads, Trainers, and Tier 1 & 2 Service Desk Analysts
• Responsible for the incident management process to include monitoring interaction and incident activity and service desk queue management
• Ensure that all incident escalations, regardless of severity, are handled by the Service Desk Leads in a timely manner
• Maintenance, Monitoring and Continuous Improvement of all Service Levels
• Solid understanding of Business Reporting to include BOXI, Excel, Etc
• Interface with IT management on day to day operations and long term strategy
• Analysis of tracking statistics, development of corrective actions
• Statistical review and procedural modifications to existing processes and procedures
• Documentation of all Service Desk processes and troubleshooting
• Ensure Statement of Work (SOW) is appropriately adhered to
• Experience with Citrix technology as well as VPN / RSA knowledge
• Manage, Track and Execute eDiscovery requests: Work with Legal, Client Engineering and potential external teams to search and export content based on parameters provide. This team member will also track and maintain a record of all request details as well as associated effort. There may be situations with the successful candidate will need to export data to external media
• Meet and Exceed KPIs consistently. Handle and aim to Resolve all Assigned Tickets efficiently and with utmost care to Quality of Service: Aim to resolve all assigned tickets in a timely manner while supporting a culture of delivering quality service
• Global Service Desk Intake: Answer calls directed from Cisco IVR, Cater to Email enquiries and Client Walk-ups, striving to deliver superior customer experience with each interaction, and work to maximize First Call Resolution for Global CPPIB End User base while aspiring to exceed group Targets
• Global Service Desk Collaboration & Documentation: Collaborate actively with Global Service Desk peers (through email, conference calls, Group Chats, etc.) and work to raise the overall technical proficiency of the team of supported applications/services. Partner with Team Lead and Manager to promote a high performing team oriented environment that is instilled with a culture of quality and customer service that exemplifies the firm’s Guiding Principles
• Be adaptive to Changes as Service Desk evolves: Adopt new processes as directed from Management and provide constructive feedback (identifying ‘win-win’ situations) to help drive continual improvement in a positive manner
• University degree preferred
• 3-5 years of IT service desk experience preferred; 2 to 3 years of 2nd level Support Group experience is an asset
• Experience providing IT service desk support in a financial services environment preferred
• Familiar with eDiscovery and experience preforming searches with tools like ProofPoint
• Demonstrated ability to deliver a high level of client support / customer service required
• Strong presentation skills with the ability to deliver content at the appropriate level of the audience
• Experience developing an effective call centre to support a global client group preferred
• Demonstrated experience working with MS Active Directory, MS Exchange and VPN Solutions is preferred
• Commitment to CPPIB guiding principles of integrity, partnership and high performance
• Receives and documents incidents and problems from end-user in incident tracking system
• Expected to resolve a high percentage of inquiries and route more complex issues to a higher level of support
• Ensures all incidents are analyzed, resolved, and reported back within the promised time frames
• Builds and deploys new desktop and laptop computers
• Helps maintain inventory database for IT assets
• Delivering end-to-end support in accordance with IT service standards
• Proactive, ability to take initiative, work well with minimal supervision preferred
• Detail oriented required

Service Desk Operations Analyst Resume Examples & Samples

• Previous experience of working in a Service Desk role – suitable to a FTSE100 business
• Ability to remain calm and deal with issues to a full resolution
• Exceptional communication and liaison skills

Catalogue Service Desk Associate Resume Examples & Samples

• Provide service to customers at point-of-sale by processing all transactions quickly and accurately, according to Sears Canada policies. These transactions include Sears Canada Card product sales, maintaining card share and conversion, payments, refunds, voided transactions, opening and closing procedures, etc. Utilize all equipment properly and report any deficiencies to a Lead or Manager as soon as possible
• Promotes the use of the Sears Canada Card in each transaction, and utilizes all opportunities to open new accounts and promote related products (Mature Outlook, Family First etc)
• Respond to and resolve customer service problems promptly. Report repeated customer service issues/concerns to appropriate Lead or Manager
• Maintain the area around the point-of-sale and the sales desk according to “Close New Everyday” standards. Support adjacent areas in sales floor coverage and merchandise replenishment as needed
• Work in compliance with all laws and regulations and attend or complete all required health and safety training, report all accidents and take every precaution reasonable to ensure personal safety and the safety of others
• Secondary school diploma
• A minimum of 3 months of previous work experience
• Demonstrated problem-solving and analytical skills
• Excellent technical skills
• Bachelors and 1+ years related experience, OR, High School equivalent and 5+ years of related experience
• 3+ years of Team Lead experience in a service desk environment
• Experience troubleshooting Windows environment, VPN and Remote Access, Active Directory
• Must be eligible to obtain a Public Trust clearance
• Initial handling and messaging of any production application incidents
• Analyze all Service Desk queues, identify, and escalate as appropriate end
• Experience working with a diverse set of languages such as Perl, Ruby (on Rails), Java or SQL
• Proficiency in using support software tools

AMS Service Desk Resume Examples & Samples

• Work with SAP Ticket System Solution Manager
• Edit and process requests from the global responsible customer project leads and consultants
• Edit and process requests from employees from other locations
• Edit access requests and allocate roles in the ESP Ticket System (SolMan 7.1)
• Definition of ticket inbox and processing scenarios for customers
• Perform User Access Management tasks like creation of users-ID’s and assistance with 1st level support
• Successful completed commercial apprenticeship (equivalent apprenticeship also welcome)
• Very good language skills in Japanese and English
• Open, friendly and service-oriented behavior on the phone and via email
• Basic knowledge of SAP software desired
• Profound knowledge in MS Office and open for working with tools related to modern office
• Reliable and independent working style
• Day to Day operations, Service Level and people management
• Organize team huddles and work towards keeping the team motivation at a higher level
• Assign routine tasks to the team, Prepare consolidated weekly / monthly reports
• Prepare client status reports and participate in Client reviews
• Identify and mitigate RISKS, Metrics Collection & Analysis, Program Management
• Participate in Review meeting, identify improvement Plans and track it till closure
• 5+ years of experience in IT Service Desk operation in 24x7 operations (Candidates earlier worked in international contact/call centers in a voice support process is preferred/must)
• Knowledge on ticketing tools like Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc
• Strong People management skills
• Work experience with clients outside India or in onsite roles
• Good Analytical, coordination and communication and technical skills are essential
• Prior experience in leading an IT Help Desk project with a team size of 8- 10 team members
• Familiarity of ITIL and six sigma implementation on IT Help Desk projects
• ITIL Foundation certification and awareness of ISO20000 service management standard would be added advantage
• ITIL, 6Sigma, Lean certifications
• One Year experience in customer service delivery environment
• Some experience in a computer services environment
• Excellent customer service and phone skills
• Rational and organized approach to problem solving & performing research

Myhealth Online Service Desk Team Lead Resume Examples & Samples

• Minimum of 4 years in a customer service business office setting, preferably in a medical specialty practice, with directly transferable skills required
• Experience leading team activities or projects
• Must have demonstrated ability to work in a highly complex environment, able to communicate with clients (including patients, clinicians and physicians) effectively
• Demonstrated ability to remain professional, even when working through difficult situations
• Demonstrated ability to effectively research and resolve issues, including patient financial accounts, scheduling and registration
• Must have a working knowledge of Microsoft Office programs, including Excel, Word, Access or similar programs
• Establishes a pleasant environment by using a pleasant tone of voice and maintaining composure at all times
• Working knowledge of Internet including technical settings such as cookies and cache is a must
• System Administration - IT Service Desk specialist provides 1st and 2nd line administration and support for computer systems, network/VoIP systems, application, office server infrastructure and back-office systems
• Technical Support - responsible for effectively, efficiently and promptly resolving issues related to PC systems, software and company applications for internal users, including remote staff, to ensure customer satisfaction. Responsible for monitoring and communications/escalation with 2-nd and 3-d level support, including local vendors/suppliers and service providers, in order to ensure end-to-end service delivery
• A thorough understanding of MS Windows OS & Office application suite, as deployed in a corporate organization. And good understanding of general server concepts (such as security, file sharing, server/storage resources, centralized updates)
• A thorough understanding of basic networking concepts (such as DHCP, DNS, WINS)
• Understanding of Cisco network devices (IP phones, switches, routers, VoIP, etc.)
• Experience with Active Directory and MS Windows Server, SCCM
• Experience with anti-virus software
• ITIL, Agile methodologies
• VMware ESX/ESXi
• Minimum of 5years relevant full time work experience, where having worked in an international environment would be a plus (with special emphasis on working with U.S. companies)
• Day to day management of 8/10 Analysts
• Ensure that the individual and team responsibilities are performed in a timely, consistent, responsive manner
• Identify issues and make recommendations that will improve our procedures and collaboration with other teams
• Work on special projects as assigned
• Working with various Service Desk software packages
• Service Desk / Call Center Team Leadership
• Strong understanding of MS XP/Office Suite, Web browsers, software utilities
• Strong organizational skills with emphasis on detail and follow-up

Service Desk Team Lead-milton Keynes Resume Examples & Samples

• Verify the quality, accuracy and timeliness of responses and actions taken by analysts
• Provide ongoing performance feedback to team members, including the mid-year and year-end formal performance management process, as well as when progressive counseling is required. Monitor trends in individual and team performance (daily, weekly, monthly)
• Prioritize workloads and balance conflicting demands. Manage schedules to assure coverage
• Identify training requirements for team and work with regional service desk manager to develop and maintain individual training plans for team members
• Accurately and completely communicate issues and priorities that are discussed at the team leads meetings to their own teams
• Provide troubleshooting and referral assistance
• Bachelor’s degree in business management, computer science or equivalent is desired
• Strong troubleshooting skills desktops/laptops, PDAs, Printers, and IE browser issues
• Basic understanding of networking concepts and protocols
• Excellent interpersonal, written and verbal communication skills
• Ability to communicate effectively with all levels of IT staff as well as other departments on issues of varying complexity; good judgment and flexibility in response
• ITIL Foundation Certification is desired
• Analyze all quality and development needs for new and existing employees, and effectively document, implement, and communicate all new processes and procedures to team members
• Prepare and present reporting on quality assurance initiatives that are in alignment with company and individual
• Must be detail oriented and have ability to multi-task
• Strong follow-up skills; ability to marshal resources as needed
• Strategic thinker with strong analytical skills and have proven ability to manage people, processes, and technology
• Achievement oriented with ability to influence and motivate others
• Must possess superior written and verbal communication and presentation skills
• Should have strong knowledge of call center software, technology and key performance indicators
• Ability to analyze problems, detects root causes, and resolves all quality issues
• Empathetic self-motivator with solid interpersonal skills and ability to provide leadership, guidance, coaching and
• Education Level*: Associates Degree *Or equivalent work experience
• Relevant Work Experience (quantity): 3-5 Years
• Experience Specifics (if applicable): experience in customer service, dispatching, order processing and invoicing

Integrated Service Desk Tech Resume Examples & Samples

• Associate's Degree and 3 years relevant experience. Additional years of experience in lieu of degree is acceptable
• ISD agents must have the following skills and experience
• ACTIVE DIRECTORY account administration (users and distro and security groups)
• Working knowledge of Windows application features and troubleshooting
• Use of collaboration tools (chat, instant meetings, SMS Remote Desktop, Virtual and Computer-Based Training). Basic network troubleshooting
• Be able to communicate written and/or verbal situational awareness to management and Government leadership in a concise, professional manner
• Must have an active DoD Secret Security Clearance
• Must have an active Security+ (CE) certification
• IT Service Desk - provides first level technical support through phone, email and chat support (if applicable)
• Resolves Level 1 issues. Elevates complex and/or high priority problems to the appropriate support groups for resolution
• Responds to, and resolves technical end user service and support incidents and requests
• Follow-up with end users to provide status updates as per service level guidelines
• Work collaboratively with people across the organization
• Support for PCs, laptops, printers, cell phones, and tablets etc
• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
• Install, modify, and repair computer software
• Ability to talk and type accurately at least 30 wpm
• Sound understanding of customer support, operations, and processes
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
• Experience with multi-platform Windows O/S required
• Active Directory, and Exchange preferred
• Basic knowledge of ITIL
• Must have a high aptitude for learning
• Knowledge of Windows, Macintosh, mobile platforms, UNIX, and the MS Office suite of applications
• Knowledge of the suite of products including gMail, gCalendar, gDocuments, etc
• Outstanding customer service and interpersonal skills
• Ability to communicate clearly with technical and non-technical audiences, both verbally and written
• Must successfully pass a Criminal History Records Check
• Strong decision making and problem solving skills
• Experience demonstrated skills using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred
• Configure assets with the latest DISA STIGs, with limited assistance on multiple Operating Systems to include, but not limited to, LINUX, UNIX, Microsoft products, and various network components
• High School diploma or equivalent with 5+ years of related technical or call center service/help desk experience
• Experience with BMC Remedy IT Service Management software, and/or SolarWinds network monitoring software
• Currently possess Microsoft Technology Associate (MTA) certification (exam 98-365, 366, 367, 368, or 369) OR Windows 7 certification (exam 70-680 or
• 70-685) OR equivalent/higher level certification
• Large, Enterprise-level IT Experience in supporting multiple Operating Systems and environments
• Comprehensive knowledge of IT service desk requirements with the ability to complete difficult and complex assignments and ability to provide over the
• Assist on various projects and in various roles across the Department
• Execute other general office duties
• Participate in Internship Program activities in order to get a better grasp of the bank’s overall mission
• Build relationships with other interns during the summer
• Support other team members on work duties as needed
• Must possess excellent analytical skills
• Ability to accomplish work assignments under minimal supervision and under tight deadlines
• Working knowledge of Microsoft Word, Excel required
• Proficient verbal and written communication skills with special emphasis on grammar, spelling, and composition

Operations Service Desk Specialist Resume Examples & Samples

• Physical Requirements: (Please describe any physical requirements necessary to perform the minimum requirements of the role)
• Sitting at desk, using computer, keyboard, phone and other general office equipment
• Travel Requirements: (Please indicate percentage of travel required)
• 0% Total travel
• 0% Local travel (Depending on District)
• 0% Overnight travel
• Utilization of Time and Equipment:(Allocate the % of a total day. Total does not have to equal 100%)
• Laptop / desktop computer, telephone
• Qualifications:(Circle the minimum and preferred education and experience for the role)
• Follow standard Service Desk operating procedures; accurately logging all Service Desk tickets using the defined tracking software
• Adhere to productivity guidelines set by Service Desk Leadership
• Attend all Service Desk training sessions
• Work towards gaining specified IT Certifications
• Become familiar with Service Desk policies and services
• Respond to questions from all emails, chat sessions, and callers in a professional manner
• Research required information using available resources
• Identify and escalate priority issues
• Route and dispatch calls to appropriate resource
• Follow up on Customer calls when necessary
• Learn fundamental operations of commonly used Software, Hardware, and other Equipment
• Be punctual and have an exemplary attendance record
• Have the flexibility and willingness to work any shift should our business needs change (nights, weekends, holidays)
• Experience with and understanding of computer technology, including hardware, software, email, Internet and networking
• Aptitude to learn IT processes and support
• Demonstrates strong troubleshooting skills
• Ability to communicate solutions in a professional and user-friendly manner
• Able to multi task and handle a constantly changing workflow in order to meet high level productivity goals set by Global Service Desk Leadership
• Excellent interpersonal skills and ability to work well with others
• Ability to exercise patience and professionalism during stressful situations
• Customer Service orientation - previous Customer Service experience strongly desired
• Creativity - Possess critical thinking skills and have the ability to think around problems and generate creative solutions
• Ability to work any shift as our business needs dictate, including weekends, nights, and holidays
• Excellent attendance
• Graduation from an accredited college or university with a bachelor’s degree in business information systems or comparable
• Minimum of 2 years’ experience working in a helpdesk, call center or other customer service environment
• Experience providing direct technical support of end-users
• Knowledge of Windows and Mac operating systems
• Experience using the Microsoft Office suite of applications
• Ability to work collaboratively as part of a team
• Personally Accountable
• Experience acting as a team lead or management role
• Experience in computer hardware and software installation and troubleshooting
• Windows XP, Windows 7, Windows 8
• Microsoft Office 2007 and 2010
• Standard Desktop / Laptop Hardware
• Peripherals Support
• Exceptional Communication Skills
• Follow instructions from technical documentation
• Any graduation
• Prefer candidates with work experience of 1 to 6 years in voice based BPO
• Ability to communicate fluently in an all-English business environment
• Excellent command of the written English language, including a firm grasp of spelling and grammar
• Ability to prioritize, schedule and meet deadlines
• Computer proficiency in MS Office Suite, Windows OS, PC accessories, Email, Internet/Web search or equivalent products
• Flexibility to work in shifts, weekend and on public holidays
• Likes working in a well-structured, corporate business environment with international orientation
• Support of external customer call center technology environments
• Support Client connectivity and work with remote access tools
• Perform basic desktop and server application support
• Basic incident and change management
• Direct customer contact through all multi-channel communication methods
• 2+ years retail operations and/or retail management experience required
• Prior customer service experience required
• Experience working with MS Office Suite: Outlook, Word, Excel
• Ability to follow documented processes and methodologies
• AA Degree in technical discipline or High School diploma or GED with at least 1 year of experience
• Certifications and 6 months of experience can be accepted in lieu of Degree
• Experience with account administration and password resets in a Microsoft Active Directory environment
• A healthy balance of technical ability and a passion for customer service
• Great communication skills - knowing how to translate complex, technical ideas to non-technical people
• 3 or more years experience in a Service Desk or Customer Service role
• Initiative, thirst for learning, resolution-oriented and "can-do" attitude
• Ability to write effective documentation and guides for both the team and Atlassian staff
• Experience with administering two-factor authentication systems
• Adept at solving problems to find the root cause of an issue
• Provides consistent, first-line support for end users seeking assistance with IT and Business service issues via phone, email, inperson and chat
• Provide timely resolution for incidents or escalation on behalf of customer to appropriate personnel, and provides incident status updates to management and end-users
• Respond promptly and accurately to customer complaints, inquiries and requests for information and coordinate appropriate follow-up
• Analyze complex technical issues and problems, diagnose problems, provide support to employees and support other technicians with issues
• Monitor, troubleshoot and resolve tickets in assigned queues
• Create accurate ticket documentation for all user interactions
• Available for escalation of routine support tasks
• Deploy software and hardware
• Create and update knowledgebase articles to ensure quality documentation exists for the support process. Mentoring and supporting other team members
• Coordinate with other staff for the purpose of completing incidents and requests efficiently. Work independently to resolve customer issues with little or no supervision
• Perform other job-related duties as assigned
• Bachelors degree with focus in Information Technology
• Following Certifications are desirable or good to have
• Hire, train and mentor support team members by communicating job expectations, monitoring results, and enforcing policies and internal controls
• Conduct job performance evaluations
• Schedule personnel and monitor the IT Service Desk phone and chat queues to ensure adequate IT support is available 24/7/365
• Review service requests and procure, configure, install and support applicable IT assets as applicable
• Audit ServiceNow work order queues to assure timely resolution of issues
• Maintain the ServiceNow knowledge base enabling Service Desk staff and end-users to quickly address technical issues
• Invoke escalation procedures as necessary to recover critical systems
• Isolate problem trends and ensures troubleshooting efforts are completed
• Gather and prepare support statistics and status reports
• Project a positive attitude to the Service Desk staff and end-users
• Recommend information technology strategies, policies and procedures by identifying problems, evaluating trends and anticipating requirements

Service Desk Employee Resume Examples & Samples

• Networking & computer basics
• Strong ability for multitasking
• Strong analytical capability
• You have attention to details
• You have excellent communication skills
• You have the ability to work independently and as part of a team
• Fluent in French, Dutch and English
• Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
• High school diploma or G.E.D. with four or more years of technical or customer support service
• Or associates degree with 2 years of years of technical or customer support service
• Or a bachelor’s degree with no experience

Global Service Desk Supervisor Resume Examples & Samples

• Plans, coordinates, and supervises execution of projects, work assignments and workloads for the Service Desk personnel, ensuring adherence to departmental policy and procedures
• Interviews, selects, trains and mentors Service Desk personnel. Monitors and appraises performance of director reports, coaches and motivates team members
• Develops, documents and implements standard workflow, processes, goals and policies to continually improve the quality of customer service and technical serviced provided by the Service Desk personnel
• Provides reports on Service Desk activities, performance and operational issues
• Standardizes complex technical procedures to improve efficiency and effectiveness of operations
• Develops and continually updates training material and RUN BOOK used by Service Desk personnel
• Plans, develops and coordinates changes or enhancements to Service Desk tool (software) as needed
• Assists in development and implementation of methods for monitoring customer service and receiving feedback from customers including but not limited to monitoring of agent calls
• Assists in researching and implementing support call reduction plan by monitoring and reporting call volume
• Implements schedules to ensure appropriate coverage during business hours
• Provides dedicated first and second level support to ACI users of IT systems through telephone support, WEB support, and remote control support
• Performs special projects and related work as required
• Bachelor’s Degree in a related technical field or management
• Previous management/supervisory experience of a service desk or desktop support team
• Microsoft certifications strongly preferred
• Help solve Windows / Mac / Linux Connectivity / Printer issues for individuals
• Act as an escalation point for junior team members. Document and disseminate information to the team
• Identify gaps or problems with existing processes. Drive change
• Interest in supporting desktop services in an enterprise environment
• Ability to learn and pick up concepts quickly
• Knowledge of Apple OS & Hardware
• Experience with Atlassian Products ie: Jira, Confluence, Stash, Fisheye & Hipchat a plus
• Provide technical support for incoming queries related to system, software, hardware and networks
• Talk the client through problem solving process and following up within a timely manner to make sure the issue has been resolved
• Logging calls accurately via bespoke applications
• Actively identify opportunities for improvements
• Full and part time positions are available*
• Provide advanced technical support to internal associates on a variety of issues
• Field phone and e-mail requests for service
• Be active in the development, enhancement, and maintenance of equipment and data
• Will be responsible for identifying, logging, researching, and resolving incidents
• Will be responsible for documenting, tracking, monitoring, and ensuring timely resolution when requests are beyond their capabilities
• Rely heavily on experience and personal judgment to plan and accomplish goals
• Work with Development staff to test handheld application and reporting enhancements
• 2+ years of experience in a Help Desk/Service Desk environment
• 2+ years technical knowledge of commonly-used concepts, practices, and procedures, basic technical knowledge of servers, networks, applications, and hardware in a business environment
• 2+ years’ experience utilizing call management software and monitoring tools - such as Remedy or ServiceNow
• Experience with iOS, iPhones, and iPads
• Similar IT experience, IT tertiary qualifications or MCSE/MCP qualification
• Technical expertise in Microsoft Desktop Operating Systems, PC/Mac hardware and software, Microsoft Office, Exchange and Adobe products
• Superior communication (written and verbal) and customer service skills
• An aptitude for building relationships and managing difficult (often conflicting) situations
• Great attention to detail and analytical problem solving abilities
• Plan and maintain the C360 Sharepoint site to act as a document repository
• Manage a regional monthly sustain review
• Working with the GMIT team as a Single Point of contact for outages and other system issues
• Microsoft Office proficiency, expert skills in Microsoft Excel, Sharepoint and PowerPoint. Experience with process management (ticket) tools
• Technical knowledge (eg. Websites, CRM Systems) would be an advantage
• English (fluent), Additional languages would be an advantage
• Excellent written and oral communication skills, presentation delivery skills, Facilitation of meetings
• Desire to drive process excellence and efficiency
• Incident Management
• Change / Configuration Management
• Experience working within an aggressive SLA environment, 1 hour to 16 hour
• Lean Six Sigma Information Technology preferred
• ITIL Foundations Certified or higher required, or 5+ years industry experience

SFS Service Desk Specialist Resume Examples & Samples

• Minimum two years' experience in a help desk or technical position required
• Minimum of one year experience in a public safety, 9-1-1, or 24/7 environment preferred
• Minimum of one year experience with Information Technology Infrastructure Library (ITIL) methodology preferred
• Using advanced IT Knowledge and problem solving skills, ask the appropriate probing questions to determine, diagnose and solve computer-related issues
• Advanced IT knowledge of, and ability to solve issues with, DaVita’s clinical applications
• Service Desk Professional 1 with current performance meeting or exceeding the monthly goals to achieve the Service Desk Professional 2 position
• Commitment to DaVita’s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactions
• Supervises the quality assurance process and related training of staff members to ensure quality customer service
• Assigns work and addresses performance issues within prescribed guidelines
• Provides guidance to staff in resolution of difficult questions to ensure accurate technical support information
• Addresses customer dissatisfaction and analyzes causes to define corrective action strategy
• Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager
• Monitors the flow of work to ensure that customer service levels meet established service level agreements
• Monitors call center operation through call center platform to ensure maximum functionality to adjust where necessary
• Assist with testing and development of call center technology
• Six or more years of customer service experience
• One or more years of supervisory experience included
• Experience working with company products and operating systems and customer service agreements
• Good interpersonal skills for interacting with team members and clients
• Good organization skills and time management skills to balance and prioritize work

Service Desk SME Resume Examples & Samples

• Knowledgeable in supporting and troubleshooting of Microsoft Operating System
• Knowledgeable in supporting and troubleshoot ing of laptop/desktop computer
• Knowledgeable in supporting and troubleshooting of Microsoft Office Suite (eg. Outlook, Word , Excel, etc...)
• Knowledgeable in supporting, troubleshooting and configuring internet browsers (eg. Internet Explorer, Mozilla, etc...)
• Knowledge in troubleshooting VPN related issue
• Knowledge in creating and deploying LanDesk packages a plus
• Abi l ity to assess and respond to urgent issues in a competent manner
• Demonstrates desire towards learning new technologies and maintaining industry standards
• Abil ity to identify, analyze and resolve common technical issues, questions and problems
• Good organizational skills with the abil ity to prioritize mu ltiple tasks
• Written and oral communication skills appropriate for the position , including the abil ity to speak well in basic professional situations (may include communication via telephone, email or instant messaging)
• Ability to write basic documents (may include email, process documents or procedu res)
• Establ ishes and maintains positive and effective work relationships with co-workers, cl ients and members

Service Desk Engineer, Creditea México Resume Examples & Samples

• Cooperation with other IT teams in providing world-class IT support
• Managing local IT support company
• Supporting our online loan management platform
• Work collaboratively with Customer Care and IT Development teams on more complex technical requests and issues to ensure an effective resolution
• Work hard to develop strong relationships with the extended digital team and to be flexible and pragmatic
• Proficiency in solving IT problems with hardware and business applications
• Over 2 years of experience working as part of IT support team
• Working knowledge of verbal and written business English
• Broad knowledge of IT infrastructure, IT hardware and technology – different operating systems and network devices. Knowledge in working for SQL queries
• Minimum 2 years of experience as a Helpdesk position
• Used to working with testing database changes and writing basic SQL queries (MySQL)
• Experience with ITIL is a benefit
• High School diploma or equivalent; Bachelor's degree in Computer Science, MIS, or related field preferred
• 2+ years of related, current on the job experience
• Working knowledge and experience using desktop productivity software applications to provide desktop support (e.g., Microsoft Office, McAfee, SCCM applications)
• Familiarity with installation and support of relevant hardware including laptops, thin clients, desktops, printers, etc
• Responsible for handling and resolving first line operational incidents, ensuring timely and appropriate actions are taken according to the standards and procedures of the department. These include but are not limited to: Windows Server, VMware, Citrix, storage, backup/restore, email, networking service and hardware issues. Focus is to provide resolution of trouble tickets with as little interruption to service as possible
• In lieu of degree, may substitute 3+ Years of equivalent IT experience (preferably at an MSP-class level or enterprise level) and Industry Certifications (i.e. Hardware, Operating Systems, Applications, Virtualization, Storage, Networking, Routing, ITIL, etc…)
• Proficient in hardware troubleshooting and remediation skill
• Excellent diagnostic and troubleshooting skills with keen attention to detail and problem solving abilities
• Good working under pressure and escalating based on priority, impact and urgency
• High level of professionalism, independent, self-motivated, and team player with a people oriented personality

Service Desk Professional Future Opening Resume Examples & Samples

• Once the future positions are open we will contact directly to schedule a phone interview
• Associate’s degree in Computer Science/Information Systems (or similar technical major) from an accredited college (Bachelor’s degree preferred)
• Knowledge of computer, printer, and network troubleshooting and installation procedures
• Ability to travel up to 5%

Service Desk-l Resume Examples & Samples

• Provide first level resolutions
• Ticket escalation to respective Support Group
• Troubleshooting skills on VPN connectivity, dial up , wireless routers

Integrated Service Desk-summer Internship Resume Examples & Samples

• The common tasks performed by the ISD are user call processing, incident management, service request management, and escalation of higher level incidents and problems to other IT functional teams. The ISD also participates in asset management, change management, and release management
• Integrated Service Desk Intern is responsible for the production of technical and process documents, briefings and meeting minutes by following various processes, procedures and style guides
• Format documents using appropriate templates and interface with several staff members and multiple customers to ensure product accuracy
• Provide input to Schedulers and review/follow event schedules in order to ensure timely product delivery
• All ISD agents should be prepared to work non-standard shifts, including off hours, holidays, and weekends
• These shifts may rotate dependent on the needs of the customer

Global Service Desk Operator Resume Examples & Samples

• Ability to analyze data and formulate resolutions
• Able to use technology and computer skills to improve efficiency and manage workload
• Basic networking and telephony knowledge / concepts
• Creative troubleshooting / problem solving skills
• Excellent interpersonal communication skills, written and verbal
• High-level customer service skills with the ability to develop customer solutions
• Proficient in MS Office applications with an ability and propensity to learn new applications quickly and easily for utmost proficiency
• Basic knowledge of internet and PC technology
• Self-motivated and able to meet deadlines
• Strong organizational skills and attention to detail
• Understand troubleshooting techniques
• Understanding of Internet technology and usage
• Customer Service orientation
• Provide direct IT support and customer service to users through assigned service requests and live queue support channels
• Manage assigned service, support, install, and change requests
• Assist with technical writing and documentation resources for internal Service Desk personnel and end-users
• Manage and track support tickets through Service Desk web platform
• Install, maintain, and repair various computer equipment, peripherals, and data communications and network systems
• Maintain user accounts, mailboxes and enterprise directories
• Support and enforce company information technology policies and procedures
• Maintain and support network applications and services like DNS, WINS, AD, RDP, network storage & ERP
• Support and maintain network file systems including Windows Server, NetApp, and backup software such as BackupExec
• Support and troubleshoot in office networking environments including WAN and VPN
• Assist in maintaining software inventory and tagged asset management

Service Desk Agents Resume Examples & Samples

• Fluency in Finnish, Swedish, Dannish, Norwegian, Estonian,
• Fluency in additional language(s) (English),
• Experience in user support (helpdesk or call center),
• Knowledge of PC’s Operating System and standard software (Preferential),
• Knowledge of Hardware, Network Protocols, Microsoft Office, Anti-virus (Preferential),
• Must be dedicated to providing excellent customer service
• Top-notch communications and interpersonal skills and listening comprehension
• Be able to work quickly and be calm under pressure
• Express ideas clearly over the phone, in person or in writing
• Must display commitment to teamwork and excellent customer service. Meet or exceed expectations of internal and external customers
• Must possess familiarity and knowledge of Gannett’s publishing environment, publishing products, systems architecture and policies
• Perform quality work that has been tested with an emphasis on the highest possible accuracy
• Minimum of one year experience in an application support or service desk environment
• Working knowledge / understanding of Internet and networking
• Requires baseline knowledge of company services and applications to interface successfully with customers
• Technical and PC skills must include proficiency in Microsoft Word, Excel and Outlook
• Provides immediate response to all customers who contact the Enterprise Service Desk. Person to person interaction involves troubleshooting, information exchange and help with ticket submission and issues. Excellent interpersonal skills are required
• May be required to work for 12 hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets. Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk
• Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007. Troubleshoots all other site authorized software with USACE and users
• Works within a small continuous improvement focused team. Tracks and documents work performed to allow accurate reporting of all Enterprise Service Desk activities. Completes all tasks and assignments as requested by Supervisors and Management

Iraq Adpe-service Desk Administrator Resume Examples & Samples

• Creates logon and email accounts using Microsoft Exchange Server and User Manager. Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration
• Operates and maintains all aspects of server administration to include but is not limited to Microsoft 200X Active Directory, WINS, DNS, DHCP, print queues etc
• Installs and configures network printers
• Installs, configures, and maintains security software on military computer systems
• Repairs and maintains desktop and laptop hardware
• Daily administration of Exchange 200X servers and Outlook Web Access
• Microsoft SMS, MOM, SCCM and WSUS
• VERITAS Backup Exec to conduct file server Backup / Restores
• Maintaining antivirus / security requirements by the US Army standards and regulations
• Provides user and Microsoft Exchange account maintenance as required
• Ensures excellent customer service in addressing questions, complaints and requests in a tactful manner via telephone, email and face-to-face interaction
• Ensures the reliability, completeness, and accuracy of the REMEDY database
• Oversees the preparation of CDRLs and other required/special reports
• Monitors and provides work order status information to the Enterprise Services Manager and/or DPgM for Enterprise Services for reporting to higher management
• May perform duties as the Service Desk Supervisor during his/her absence
• Associates degree required, prefer BS in Business Management, will consider BA with applicable experience
• Must be able to obtain Common Access Card (CAC)
• High school diploma or GED. Graduate of military or technical courses in the field of Information Technology. This position requires DoDI 8570.01-M IAT Level I certification and corresponding Computing Environment (CE) certification. Must have at least one of the following 8570 certifications: A+ ce, CASP, CCNA Security, CISA, CISSP (or Associate), GSEC, GCED, GCIH, Network+ ce, Security+ ce, or SSCP. Must have at least one of the following CE certifications: MCP, MCTS
• Must have at least five (5) years of experience in direct customer service communications
• Approximately two (2) years experience in a leadership role
• Knowledge of principles and processes for providing customer and personal services
• Strong interpersonal and negotiation skills
• Collaborative work style fostering cooperation and teamwork
• Handle confidential company and employee information with complete discretion
• Develop engineering, deployment and integration plans for new network systems
• Prepare and submit status reports, and technical briefs, as required, to senior management and customers
• Provide technical expertise at management meetings, as well as planning and scheduling meetings as required
• Participate in contract proposals, negotiations and modifications as required
• Develop, revise and update procedures
• Provide technical based supervisory oversight as well as management of assigned networking staff
• Interface directly with customer on all networking efforts
• 10 years experience in a related field of assignment with 5 years in the specific field of assignment

Related Job Titles

• • Successfully handled and resolved more than 1,000 technical issues in a quarter, ensuring business continuity.
• • Collaborated on the implementation of new technologies that improved technical team productivity by 35%.
• • Executed transformation projects enhancing the companies IT roadmap resulting in 25% cost reduction.
• • Managed and trained a team of 5 junior IT support staff, increasing the efficiency by 30%.
• • Reduced customer complaint rate by 50% by improving the technical problem-solving process.
• • Implemented a IT onboarding process for new technologies reducing the adoption time by 40%.
• • Implemented a new ticketing process using Jira improving the issue resolution time by 30%.
• • Managed over 500 technical inquiries per month with a resolution rate of 98%.
• • Played a key role in a city-wide project to upgrade all technical systems to the latest standards.

10 Service Desk Analyst Resume Examples & Guide for 2024

The role of a Service Desk Analyst involves providing technical support and troubleshooting assistance to end-users while ensuring a smooth resolution of IT-related issues. Highlight your experience with ticketing systems, your ability to communicate effectively with both technical and non-technical staff, and any relevant certifications you possess. Emphasize your proficiency in problem-solving, customer service, and familiarity with various operating systems and software applications. Additionally, mentioning your track record of improving response times and enhancing user satisfaction can significantly enhance your profile.

All resume examples in this guide

Single Column

Resume Guide

Styling your service desk analyst resume: layout and format.

Designing your service desk analyst resume experience to grab recruiters' attention

Creating your service desk analyst resume skills section: balancing hard skills and soft skills

Optimizing the education and certification sections of your service desk analyst resume, summary or objective: maximizing the impact of the top third of your resume, extra sections to boost your service desk analyst resume, key takeaways.

Service Desk Analysts often struggle with articulating the technical nature of their job in a manner that's easily understandable and appealing to non-technical hiring managers. Our guide offers detailed instructions on how to translate complex IT terminologies into simple, action-oriented language that highlights your problem-solving skills and your ability to provide excellent customer service.

Dive into our concise guide to learn how to:

• Show your service desk analyst career's brightest moments through your resume's summary, objective, and experience sections.
• Explore top-notch service desk analyst resume examples to understand how to distinguish yourself from other candidates.
• Identify the most sought-after service desk analyst skills and certifications in the industry.
• Design a structured yet unique resume layout.

Recommended reads:

• IT System Administrator resume
• Windows System Administrator resume
• Product Support Specialist resume
• Application Support Analyst resume
• Application Support Specialist resume

Pondering the ideal length for your service desk analyst resume? Experts suggest keeping it between one and two pages. Opt for the two-page format if you boast over a decade of pertinent experience. Moreover, the resume format you choose is pivotal in showcasing your experience. Consider the:

• Reverse-chronological resume format to spotlight your career journey;
• Functional skill-based resume format if you're light on experience but want to emphasize skills;
• Hybrid resume format to provide recruiters a comprehensive view of both your experience and skills.

Here are some additional tips for your service desk analyst resume layout :

• Keep your headline straightforward: mention the job you're targeting, a notable certification abbreviation, or your professional specialty;
• Always customize your service desk analyst resume for the specific role, aligning job requirements with your experience in various resume sections;
• After finalizing your resume, save it as a PDF (unless instructed otherwise) to maintain its readability and layout consistency.

Upload your resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Consider incorporating design elements like icons or charts to enhance your resume's visual appeal and readability. But remember, the key is subtlety; don't let design overshadow content.

Key sections to include in your service desk analyst resume are:

• The header - with your contact details (like email and phone number), a link to your portfolio, and a headline.
• The summary (or objective) - highlighting the high points of your career so far.
• The experience section - limit yourself to six bullets per role to focus on specific results.
• The skills list - offering a balanced mix of your personal and professional talents.
• Education and certification - displaying your most relevant degrees and certificates for the service desk analyst role.

What recruiters want to see on your resume:

• Technical Proficiency: Demonstrable knowledge in IT services and systems, including software, hardware, and networks.
• Customer Service Skills: Excellent interpersonal skills to provide top-notch customer service, both over the phone and in person.
• Troubleshooting Abilities: Proven experience in diagnosing, troubleshooting, and resolving technical issues.
• Incident Management: Experience with ticketing systems and familiarity with SLAs (Service Level Agreements).
• Communication Skills: Ability to clearly explain technical issues to non-technical users.
• How to Use Resume Lines
• Resume in PDF or Word

Designing your service desk analyst resume experience to grab recruiters' attention

For the service desk analyst position, it's crucial to show how your expertise matches what they're looking for.

Your resume experience section can be a game-changer. Ensure you:

• Feature roles most relevant to the service desk analyst job you're targeting.
• Avoid diving too deep into ancient history - unless what you did a decade ago is super relevant to the service desk analyst role.
• Structure each bullet to first describe what you did, followed by the skills you utilized, and then the impact of your efforts.
• Quantify your achievements with numbers, possibly highlighting the broader impact on the organization.
• Emphasize transferable skills - those you've gained in past roles that could be valuable in your new role. This showcases your unique professional value.

Crafting the experience section doesn't mean detailing every job you've ever had. Check out the service desk analyst resume samples below to see how top professionals present their experience.

• Provided technical support to end-users, resolving over 200 hardware and software issues per month.
• Collaborated with cross-functional teams to implement a knowledge base system, resulting in a 30% reduction in support ticket resolution time.
• Conducted training sessions for new hires on IT processes and best practices.
• Managed and maintained inventory of computer equipment, ensuring accurate asset tracking and timely replacements.
• Delivered exceptional customer service, achieving a satisfaction rating of 95% from end-users.
• Supported and administered Active Directory accounts, managing user access and permissions.
• Performed troubleshooting and diagnosis of network connectivity issues, reducing downtime by 20%.
• Collaborated with vendors to procure and deploy hardware and software upgrades, enhancing system performance.
• Assisted in the implementation of an Incident Management System, streamlining ticket handling processes.
• Provided first-level technical assistance to end-users, achieving a 85% average first-call resolution rate.
• Created and updated documentation for standard operating procedures, enabling efficient knowledge sharing.
• Contributed to the development of self-help resources, reducing reliance on external support by 25%.
• Responded to service requests and incident tickets, maintaining a high level of customer satisfaction.
• Performed hardware and software installations, ensuring compatibility and adherence to company standards.
• Assisted in the setup and configuration of virtual desktop infrastructure, supporting remote work capabilities.
• Collaborated with team members on IT projects, such as system upgrades and migrations.
• Provided end-user support via phone, email, and in-person, troubleshooting technical issues effectively.
• Administered user accounts and permissions in Active Directory and various business applications.
• Managed and resolved incidents within defined service level agreements (SLAs).
• Assisted in the development and implementation of an automated ticketing system, improving efficiency by 15%.
• Coordinated with cross-functional teams to ensure timely resolution of critical incidents, minimizing business impact.
• Developed and updated knowledge base articles to enable self-service for common IT issues.
• Participated in the rollout of a new IT service management (ITSM) tool, improving incident tracking and reporting.
• Conducted root cause analysis for major incidents, identifying and implementing preventive measures.
• Provided remote support to a geographically dispersed user base, ensuring seamless access to IT services.
• Collaborated with second and third-level technical teams to resolve complex issues within prescribed SLAs.
• Assisted in the migration of email services to a cloud-based platform, improving reliability and scalability.
• Implemented proactive monitoring solutions to identify and address potential system vulnerabilities.
• Performed data analysis on support ticket trends, identifying areas for process improvement.
• Led a team of service desk analysts, providing guidance and support for incident management.
• Developed and conducted training programs for end-users, promoting self-help and reducing support dependency.
• Contributed to the development of a service catalog, enhancing service request fulfillment efficiency.
• Managed service desk operations, ensuring adherence to service level agreements and key performance indicators.
• Implemented ITIL best practices, resulting in improved incident response and resolution times.
• Coordinated with vendors and suppliers to ensure timely delivery of IT equipment and software licenses.
• Participated in the evaluation and selection of a new ITSM tool, leading to enhanced service management capabilities.
• Provided on-site support during system upgrades, minimizing user disruptions and ensuring smooth transitions.
• Managed a team of service desk analysts, conducting performance evaluations and fostering professional growth.
• Implemented a centralized asset management system, improving inventory tracking accuracy by 20%.
• Developed and implemented IT policies and procedures, ensuring compliance with industry regulations.

Quantifying impact on your resume

• Include the number of end-users you supported on a daily or monthly basis to underline the volume of work you can handle.
• List the percentage reduction in service tickets or issues following your input, demonstrating problem-solving skills and effectiveness.
• Mention the number of IT projects you've participated in or led, showing your project management and teamwork abilities.
• Note the average wait time for users before and after your involvement, suggesting your ability to improve efficiency and customer satisfaction.
• Enumerate any quantitative achievements related to system uptime or reliability, displaying your contribution to business continuity.
• Specify the diversity in types of software, hardware, or systems you have experience with, proving your versatility and adaptability.
• Detail the size of the team(s) you've worked within, indicating your ability to collaborate in different team dynamics.
• Report any key performance indicators (KPIs) that you have consistently met or exceeded, showcasing your commitment to achieving objectives.

Strategies for candidates with limited or no experience

Even if you're light on experience, other facets of your service desk analyst resume can resonate with job requirements:

• Education: Detail skills acquired that dovetail with job expectations.
• Internships & Temporary Roles: Spotlight roles that underscore your relevant expertise.
• Skills: Address both foundational and nuanced job qualifications.
• Strengths & Achievements: Illuminate the distinct value you bring, even if you're newer to the industry.
• Resume Without Work Experience
• Resume Job Description

When detailing your career journey, there's no need to delve deep into early roles. Prioritize what resonates with recruiters. For senior positions, a decade-long retrospective can effectively illustrate your evolution.

Recruiters hiring for service desk analyst roles are always keen on hiring candidates with relevant technical and people talents.

Hard skills or technical ones are quite beneficial for the industry - as they refer to your competency with particular software and technologies.

Meanwhile, your soft (or people) skills are quite crucial to yours and the company's professional growth as they detail how you'd cooperate and interact in your potential environment.

Here's how to describe your hard and soft skill set in your service desk analyst resume:

• Consider what the key job requirements are and list those towards the top of your skills section.
• Think of individual, specific skills that help you stand out amongst competitors, and detail how they've helped you succeed in the past.
• Look to the future of the industry and list all software/ technologies which are forward-facing.
• Create a separate, technical skills section to supplement your experience and further align with the service desk analyst job advert.

Find the perfect balance between your resume hard and soft skills with our two lists.

Top skills for your Service Desk Analyst resume:

Windows Operating System

Active Directory

Microsoft Office Suite

Remote Desktop Support

Ticketing Systems (e.g., ServiceNow, Zendesk)

Networking Basics (TCP/IP, DNS)

Hardware Troubleshooting

Antivirus Software Management

Basic Scripting (PowerShell, Bash)

Virtualization Technologies (e.g., VMware, Hyper-V)

Communication

Problem-Solving

Customer Service Orientation

Time Management

Team Collaboration

Adaptability

Attention to Detail

Critical Thinking

Stress Management

Consider dedicating a separate skills section on your service desk analyst resume to showcase your technical proficiencies, especially if you want to highlight specific software expertise.

Your education and certification sections can be game-changers on your service desk analyst resume, showcasing your commitment to professional growth.

For the education section :

• Highlight advanced education, noting the institution and duration.
• If you're currently studying, mention your expected graduation date.
• Exclude degrees that don't align with the job's requirements.
• If relevant, delve into your academic journey, spotlighting significant achievements.

When listing degrees and certifications:

• Feature those directly relevant to the role.
• Highlight recent and significant knowledge or certifications at the top of your resume.
• Provide essential details like the issuing institution and dates for credibility.
• Avoid listing irrelevant degrees or certifications, such as your high school diploma or unrelated specializations.

Remember, even if you're tempted to omit your education or certifications, they can offer a competitive edge, signaling a long-term commitment to the industry.

Best certifications to list on your resume

• CompTIA A+ - CompTIA
• MCSA: Windows 10 - Microsoft
• CCNA Routing and Switching - Cisco
• ITIL Foundation - ITIL
• AWS Certified SysOps Administrator - Amazon Web Services

If you're in the process of obtaining your certificate or degree, list the expected date you're supposed to graduate or be certified.

• Expected Graduation Date Resume
• Activities Resume for College

The top third of your service desk analyst resume is crucial. It's often the first thing recruiters see and can set the tone for the rest of your application.

Whether you choose a resume summary or a resume objective , make it count. The former is great for showcasing career highlights, while the latter balances your achievements with your future aspirations.

Both should be tailored to the role, as there's no universal approach to crafting the perfect service desk analyst summary or objective. Use the examples below as a starting point.

Resume summary and objective examples for a service desk analyst resume

• With an impressive 10-year career in IT support, this professional comes equipped with a firm grasp of troubleshooting frameworks and exceptional interpersonal skills. Having collaborated on various high-stake projects at IBM, they played a pivotal role in achieving a 98% customer satisfaction rate in their previous position.
• A seasoned software engineer from Google, transitioning into service desk analysis after discovering a passion for providing technical assistance. Wields an extensive knowledge of programming languages and has consistently been praised for their ability to swiftly resolve complex system issues. Their crowning achievement includes reducing system down-time by 20%.
• An accomplished financial analyst from Amazon, now seeking to leverage their analytical prowess in the realm of service desk analysis. They possess a strong background in problem-solving and data interpretation, having led a team that significantly improved operational efficiency by 30%, using data-driven strategies in their former role.
• Holding 7 years of experience in telecommunications, this applicant is no stranger to handling intricate technical inquiries and complex problem resolution. During their tenure at Verizon, they were instrumental in enhancing the efficiency of customer-facing applications while achieving a commendable reduction in backend errors.
• Certified in ITIL practices and armed with a Computer Science degree, this recent graduate is eager to embark on a Service Desk Analyst career path. Aiming to apply exceptional problem-solving skills and a deep understanding of technology to efficiently resolve user issues and contribute to company growth.
• Aspiring to initiate a career as a Service Desk Analyst, this individual brings forth a robust academic foundation in Information Technology. They are eager to employ their advanced knowledge of networking principles and hardware diagnosis, as well as their outstanding communication skills, to aid in the facilitation of smooth operations within a dynamic tech environment.

Recruiters love candidates who offer more. Share your personality or extra industry credentials. Consider adding:

• Projects showcasing standout work.
• Top awards or recognitions.
• Relevant publications .
• Hobbies and interests that reveal more about you.
• Your resume's layout should be both visually appealing and content-rich.
• Emphasize achievements that resonate with the job's requirements.
• Detail your skills, both technical and interpersonal, with real-world examples.
• Ensure the top section of your resume provides a clear snapshot of who you are and what you offer.
• When detailing experience, focus on tasks, actions, and their outcomes.

Looking to build your own Service Desk Analyst resume?

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Service Desk Technician Resume Examples: Proven To Get You Hired In 2024

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Service Desk Technician Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., service desk technician resume sample.

A service desk technician resolves end-users issues by providing technical support. They can troubleshoot both software and hardware. In addition, they are responsible for software maintenance and ICT security. Therefore, it can be a good idea to mention your proficiency with cyber security in your resume.

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your service desk technician resume in 2024,    indicate your competency with task management software..

Most IT departments work with an Agile approach, meaning that they prioritize tasks and complete them in short milestones. This requires strong organizational skills and the help of a task management system. You can mention your familiarity with tools like Jira, ClickUp, or Trello in your resume.

   Mention your ability to work with a large team.

Service desk technicians often collaborate with other IT specialists to resolve issues. You will often work with a large team in the IT department, so it’s important to mention your team work skills in your resume.

We spoke with hiring managers at companies like Geek Squad, IBM, and Accenture to understand what they look for in top Service Desk Technician resumes. Based on their insights and our expertise in resume writing, here are 6 proven tips to make your resume stand out and increase your chances of getting hired.

   Highlight your technical skills

Hiring managers want to see that you have the technical skills needed for the job. Include a skills section on your resume that lists your proficiencies.

Skills to highlight:

• Troubleshooting hardware and software issues
• Knowledge of Windows, Mac, and Linux operating systems
• Familiarity with ITIL and service desk best practices
• Certifications like CompTIA A+, Network+, or ITIL Foundation

Avoid simply listing generic skills like 'customer service' or 'communication'. Instead, give specific examples of your technical abilities that are relevant to the job.

   Quantify your impact with metrics

When describing your work experience, use numbers and metrics to quantify your impact whenever possible. This helps hiring managers understand the scope and results of your work.

Compare these two bullet points:

• Provided technical support to users
• Resolved an average of 50+ support tickets per day while maintaining a 95% customer satisfaction rating

The second example is much stronger because it uses specific numbers to illustrate the volume of work and the positive results achieved.

   Show progression in your career

Hiring managers like to see growth and increasing responsibility in your career. If you've been promoted or taken on additional duties in your service desk roles, make sure to highlight that on your resume.

You can show progression like this:

• Promoted to Senior Service Desk Technician after 2 years, taking on mentoring and training responsibilities for new team members
• Became team lead for a project to implement a new ticketing system, coordinating efforts of 5 technicians

Even if your job title didn't change, emphasize ways you took on more advanced work or made process improvements over time.

   Tailor your resume to the job description

Customize your resume for each job you apply to. Read the job description carefully and make sure the skills and experience you highlight match what the employer is looking for.

For example, if a job posting mentions:

• Experience supporting Salesforce and other SaaS applications

You could include a bullet point like:

• Served as dedicated support liaison for the 150-member Salesforce Sales team, resolving an average of 20 Salesforce-related tickets per week

Tailoring your resume shows the hiring manager you're a strong fit for that specific role.

   Include relevant project experience

Even if you don't have formal work experience, include details about relevant projects you've worked on. This could be an internship, volunteer role, or personal project that relates to service desk work.

Describe the project and your role:

Volunteer Service Desk Technician for XYZ Non-Profit (June 2021 - Present) - Provide remote technical support for a team of 20 staff members - Resolved 100% of basic troubleshooting tickets and escalated complex issues to senior IT staff - Implemented a new process for onboarding new employees' computers and accounts, reducing setup time by 50%

Talking about projects allows you to showcase hands-on experience, even if you don't have paid service desk work on your resume yet.

   Emphasize customer service skills

While technical skills are crucial, service desk technicians also need to be skilled at working with people. Hiring managers want technicians with strong customer service and communication abilities.

Highlight people skills like:

• Communicating technical information in a clear, non-technical way
• Practicing active listening to fully understand users' issues before troubleshooting
• Remaining patient and positive when working with frustrated users
• Responding to tickets with a high degree of empathy and professionalism

You can also include specific examples of how you excelled in customer-facing situations:

Recognized as "Service Desk Technician of the Quarter" for Q1 2022 for receiving the highest customer satisfaction scores (98%+) on post-ticket surveys

By combining technical and customer service skills on your resume, you'll show hiring managers you can handle both the IT and people aspects of service desk roles.

Writing Your Service Desk Technician Resume: Section By Section

  summary.

A resume summary, also known as a professional summary or summary statement, is a brief overview of your skills, experiences, and career goals. It's typically placed at the top of your resume, just below your contact information. While a summary is optional, it can be a powerful tool to grab the attention of hiring managers and recruiters, especially if you're a career changer or have a diverse background that may not be immediately apparent from your work history alone.

When writing your summary, focus on highlighting your most relevant qualifications and experiences for the Service Desk Technician role. Avoid using an objective statement, which is outdated and focuses on what you want from the employer, rather than what you can offer them. Instead, use your summary to provide additional context or details that may not be covered in other sections of your resume.

To learn how to write an effective resume summary for your Service Desk Technician resume, or figure out if you need one, please read Service Desk Technician Resume Summary Examples , or Service Desk Technician Resume Objective Examples .

1. Tailor your summary to the service desk technician role

When crafting your summary for a Service Desk Technician position, it's essential to align your skills and experiences with the requirements of the role. Review the job description carefully and identify the key qualifications and responsibilities that the employer is looking for.

For example, if the job description emphasizes problem-solving skills and customer service experience, make sure to highlight these qualities in your summary:

Experienced IT professional with a strong background in troubleshooting and resolving technical issues. Skilled in providing exceptional customer service and communicating complex technical concepts to non-technical users. Seeking to leverage my expertise as a Service Desk Technician to support and enhance the IT operations of a dynamic organization.

Avoid using a generic summary that could apply to any job or industry, like this:

Hardworking and motivated individual with a diverse skill set. Seeking a challenging position that offers growth opportunities.

2. Highlight your technical skills and certifications

As a Service Desk Technician, your technical skills and certifications are crucial to your success in the role. Use your summary to showcase your expertise in relevant technologies, such as:

• Operating systems (e.g., Windows, macOS, Linux)
• Hardware and software troubleshooting
• Network technologies (e.g., TCP/IP, LAN/WAN)
• Remote desktop support tools (e.g., TeamViewer, LogMeIn)
• Ticketing systems (e.g., ServiceNow, Jira)

Additionally, if you have any relevant certifications, such as CompTIA A+, Network+, or ITIL, make sure to mention them in your summary. For example:

CompTIA A+ certified IT support professional with 3+ years of experience in troubleshooting hardware, software, and network issues. Proficient in Windows and macOS environments, as well as remote desktop support using TeamViewer. Committed to providing timely and efficient technical support to ensure optimal user productivity.

  Experience

Your work experience section is the heart of your resume as a service desk technician. It's where you show hiring managers how you've applied your technical skills to solve problems, support customers, and deliver value in past jobs.

In this section, we'll break down the essential tips for writing a work experience section that effectively showcases your service desk technician expertise and lands you more interviews.

1. Highlight your technical support and customer service skills

When describing your service desk roles, emphasize key skills like troubleshooting, problem-solving, and communicating with non-technical users. Mention specific tools, systems, and processes you've used to deliver effective support.

Compare these two examples:

• Responded to customer inquiries and resolved technical issues
• Handled support tickets in a timely manner

Instead, provide more specifics on your support process and technical skills:

• Troubleshot and resolved complex hardware, software, and connectivity issues for 150+ remote users via phone, email, and remote desktop tools
• Maintained 95%+ customer satisfaction rating by communicating technical solutions in clear terms and providing step-by-step guidance

Use numbers and metrics whenever possible to quantify your impact, such as the number of users supported, tickets closed, or satisfaction ratings achieved. This makes your contributions more tangible for hiring managers.

2. Use strong, service desk-specific action verbs

When describing your service desk experience, start each bullet point with a strong action verb that demonstrates your technical and problem-solving capabilities. For example:

• Diagnosed and troubleshot system errors
• Configured hardware components and peripherals
• Resolved network connectivity issues
• Documented technical solutions in knowledge base

Spearheaded migration from legacy ticketing system to new CRM platform, reducing average ticket resolution time by 20%.

Notice how these verbs like "diagnosed", "configured", "resolved", and "documented" are much more specific and relevant to service desk work compared to generic phrases like "helped with" or "worked on".

Avoid using the same action verb to start every bullet point. Vary your language to keep the reader engaged and to highlight different aspects of your service desk skill set. Use online tools like a thesaurus to find strong synonyms.

3. Showcase your career progression and promotions

Hiring managers love to see candidates who have progressed and grown in their service desk career. If you've earned promotions, taken on leadership roles, or expanded your scope of support, make sure to highlight that in your work experience section.

Here's an example of showcasing career growth:

• Promoted from Service Desk Technician I in recognition of strong technical skills and customer service record
• Mentored and trained 5 junior service desk staff on troubleshooting processes and customer communication best practices
• Resolved 20+ support tickets per day on hardware, software, and network issues
• Maintained 98% customer satisfaction rating and consistently met SLA targets

Use our free Score My Resume tool to get instant feedback on your resume based on criteria hiring managers and applicant tracking systems look for. It can help ensure you're highlighting promotions and career progression effectively.

  Education

Your education section is a key part of your service desk technician resume. It shows hiring managers that you have the knowledge and training to excel in the role. Here are some tips to make your education section stand out.

1. Lead with your most recent and relevant degree

Start your education section with your highest or most recent degree, like a Bachelor's in Computer Science or Information Technology. If you have multiple degrees, list them in reverse chronological order.

Here's an example of how to format your degree:

Bachelor of Science in Information Technology University of Texas at Austin, Austin, TX Graduated: May 2020

2. Include relevant coursework for entry-level technicians

If you are a recent graduate or entry-level service desk technician, you may not have a lot of work experience yet. In this case, add a 'Relevant Coursework' section under your degree to highlight classes that relate to the job.

For example:

• Network Administration
• Database Management
• Cybersecurity Fundamentals
• Help Desk Practicum

This shows hiring managers that you have hands-on training in key service desk skills, even if you don't have professional experience yet.

3. Showcase your IT certifications

Certifications demonstrate to employers that you have specialized knowledge. If you have IT certifications, include them in your education section.

Some common certifications for service desk technicians include:

• ITIL Foundation
• Microsoft Certified: Azure Fundamentals

If you have multiple certifications, consider creating a separate 'Certifications' section to make them stand out.

4. Focus on degrees for senior-level positions

If you are a senior-level service desk technician, your education section should be concise. Hiring managers will be more interested in your work accomplishments than your degrees from years ago.

Here's an example of what not to include:

Bachelor of Science in Computer Information Systems ABC University, Anytown, USA Graduated: May 2002 Relevant Coursework: - Intro to Databases - Operating Systems - Network Security - Web Development 101 - PC Hardware and Software GPA: 3.5

Instead, simply list your degree, university, and field of study:

B.S. Computer Information Systems, ABC University

  Skills

Your skills section is one of the most important parts of your resume as a service desk technician. It's where you highlight your technical expertise and show hiring managers that you have the right qualifications for the job. Here are some tips to help you write a strong skills section that will catch the attention of employers.

1. Highlight your technical support skills

As a service desk technician, your primary role is to provide technical support to customers or end-users. Make sure to showcase your skills in this area, such as:

• Providing remote support via phone, email, or chat
• Documenting and tracking support tickets
• Escalating complex issues to higher-level support teams

By highlighting these skills, you demonstrate to hiring managers that you have the expertise needed to excel in a service desk role.

2. Include relevant technical skills and certifications

In addition to your support skills, hiring managers will also be looking for specific technical skills and certifications. Some key areas to focus on include:

• Operating Systems : Windows, macOS, Linux
• Software : Microsoft Office, Salesforce, Zendesk
• Networking : TCP/IP, DNS, DHCP
• Certifications : CompTIA A+, ITIL, HDI-SCA

Including these skills and certifications shows that you have the technical knowledge needed to succeed in a service desk role.

3. Tailor your skills to the job description

One common mistake job seekers make is using the same generic skills section for every job application. Instead, take the time to tailor your skills to the specific job you're applying for.

Many companies use Applicant Tracking Systems (ATS) to automatically screen resumes for relevant keywords. If your skills section doesn't include the right keywords, your resume may get filtered out before a hiring manager even sees it.

Skills: Customer service, Technical support, Troubleshooting, Teamwork, MS Office

While this skills section includes some relevant skills, it's too generic and doesn't include enough specific keywords from the job description. Instead, try something like this:

Technical Skills: Operating Systems : Windows 10, macOS Catalina Software : Salesforce Service Cloud, Zendesk Support Suite Networking : TCP/IP, DNS, DHCP Certifications: CompTIA A+ (220-1001, 220-1002)

4. Quantify your skills where possible

Whenever possible, try to quantify your skills with specific metrics or achievements. This helps hiring managers understand the impact you've had in previous roles.

For example, instead of just listing "Technical support" as a skill, you could say:

Provided technical support to 50+ customers per day, consistently achieving a 95%+ customer satisfaction rating

This gives hiring managers a much clearer picture of your abilities and the value you can bring to their team.

Skills For Service Desk Technician Resumes

Here are examples of popular skills from Service Desk Technician job descriptions that you can include on your resume.

• Remote Desktop
• Windows Server
• Technical Support
• Software Installation
• Troubleshooting
• Desktop Computers

Skills Word Cloud For Service Desk Technician Resumes

This word cloud highlights the important keywords that appear on Service Desk Technician job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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Looking for an IT Help Desk resume?

[ Click here to directly go to the complete IT help desk resume sample ]

IT help desk is an important part of any organization.

As an IT help desk professional, it is your responsibility to provide technical support to customers and uphold the productivity of an organization.

And in this blog, we have listed all the tricks and tips to help you frame the perfect job-winning IT help desk resume that can get you on the radar of the recruiters.

Before going further, take a look at our IT help desk sample resume to know what an ideal resume should look like:

• Programming Languages: Java, Python, C#, C++
• Service Management Software: TOPdesk, ServiceNow, Spiceworks, Jira Service Desk, SolarWinds Service Desk
• Oversaw 15+ help desk staff members who were tasked with assisting customers remotely, by e-mail or phone, or in-person
• Played a key role in hiring, scheduling , and providing employee evaluations and feedback
• Administered repairing, upgrading , and complete configuration of 200+ PCs and related peripherals
• Performed periodic hardware & software checks to ensure that they are functioning properly; improved quality by 17%
• Motivated the team members, administered training materials and gave KTs to small or large audiences once a month
• Trained 150+ non-IT employees on analyzing & repairing minor hardware/software failures to increase efficiency by 15%
• Performed random audits to ensure that the help desk team of 50+ employees is providing good customer service
• Increased client satisfaction by 30% through effective communication and problem solving
• Attended major support calls (~20/day ), 5+ walk-in customers, and 30+ emails daily for Tier 2 & 3 levels technical support
• Developed, executed, and followed IT operational policies, standards, and work instructions for customer support
• Installed and updated hardware & software and recommended computer equipment to reduce the overall cost by 18%
• Designed & performed tests on 15+ applications as per the required standards and ensured data security
• Documented all software/applications upgrades & modifications and maintained the IT & software Inventory
• Responded to user's inquiries ( 25+ daily ) regarding computer, email, phone connectivity, software or hardware inquires
• Answered, evaluated, and prioritized incoming telephone , voicemail, e-mail, and in-person requests for assistance
• Collaborated with 7+ vendors to troubleshoot issues related to IT equipment, LAN/WAN connectivity, and software
• Installed and configured computer systems & installed/updated to the latest software/applications for 30+ employees
• Responded to 15+ customer inquiries in a day, diagnosed the issue and assisted them in troubleshooting challenges
• Updated, maintained & monitored all aspects of computer networks and resolved network related issues
• Assisted in resolving technical issues concerning 15+ client's accounts and the company's software infrastructure
• CompTIA A+ Certified Professional | CompTIA | Apr '17
• GPA: 4.5/5.0

Here is a brief overview of our 2022 It Help Desk Resume Blog:

• Unless you are a job hopper or looking for a change in your career, make use of the reverse-chronological format.
• Create separate sections to highlight your key skills and technical skills in an IT help desk resume skills.
• If you are a certified professional, make sure that you mention the details in your IT help desk technician resume.

To analyze more about what to put on a resume for IT help desk job, keep reading.

You will also learn how to write a job-winning IT help desk support resume while simultaneously learning:

• What to put on a resume for IT help desk job that can make you stand out.
• How to highlight your skills in an IT help desk entry level resume.
• How to create a keyword optimized IT help desk resume.
• How to compose a suitable IT help desk resume summary.
• How to optimize your IT help desk resume skills.

Hiration's Online Resume Builder is here to help you write the perfect IT help desk resume with professional assistance.

Our Online Resume Builder is stocked with a huge library of resume examples and an IT help desk resume template that will make your job application easier and effective!

All you have to do is replace the pre-filled information in our example templates with your details as per the targeted job application requirements.

Follow the given steps and learn how to write an IT help desk resume that will further help you communicate your skills to the recruiters:

Pick the Right IT Help Desk Resume Format

Include distinct sections to organize your it help desk resume, start by framing your it help desk resume header, draft a flawless it help desk professional experience section, provide the details of your education in the it help desk resume, highlight your it help desk resume skills, conclude your it help desk resume with a suitable summary/objective, use hiration’s services to create the perfect it help desk resume.

Here is a list of all the topics that you will learn in this blog:

[ Back to Table of Content ]

The Applicant Tracking System is a reliable software used by most recruiters and employers during the hiring process.

And the right resume format can help you enhance your IT help desk resume in the most effective way and make it easier for the recruiters to recognize your professional expertise.

Pick the most suitable resume format from the most distinct ones described below:

Reverse-Chronological: This is one of the best and the most preferred resume format because your most recent and relevant professional details are highlighted upfront to make it recruiter-friendly. Additionally, it is also ATS-friendly and hence gives you a higher chance to get recognition from the recruiters.

Functional: This format is not the best kind to be used as it is not effective enough to help you rank high on the ATS. But for freshers, job-hoppers, and people looking for a change in their career, this resume format can have its benefits. Try and avoid using it if you have a smooth sailing career trajectory.

Combination: This resume format can be effective for framing your IT help desk resume if you have extensive years of professional experience ranging between 15-20 years. You can highlight both your skills as well as your work experience and describe them in detail.

In case you are not sure about which resume format to use to frame your resume for IT help desk, you can always rely on our resume experts at Hiration.

Here is an opportunity to get your resume reviewed by professionals to make it recruiter friendly and ATS-compliant.

There are two types of resume sections and you need to know exactly which sections to include in your resume that can help you frame a job-winning resume.

The sections listed below are the traditional or standard sections that should be included in your resume at all times:

• Personal Information
• Profile Title
• Summary/Objective
• Professional Experience

The below-given sections are optional and you can include them whenever required or deemed necessary to add value to your standard sections:

• Certifications (if any)
• Additional Information (if any)
• Awards & Recognitions (if any)

To learn more about resume sections you can go through Hiration's 2022 Guide to adding the right sections in a resume .

Or you can simply go to Hiration’s Online Resume Builder and create an IT help desk support resume that can help you get shortlisted for the job of your dreams.

If you are someone who uses "CV" or "Resume" as your resume header, you have to stop stating the obvious and start saving precious space on your resume.

Your name should be written at the topmost part of your IT help desk resume to maintain its unique identity and make it allow the recruiters to keep an easier track of your resume.

Use the largest font size in the range of 16-20 font size and simply leave a space between your first name and last name.

In case of a middle name, just write the initial of your middle name, add a full stop and place it between your first and the last name.

To get an in-depth knowledge of curating the perfect resume header, you can go through Hiration’s 2022 Guide To Writing The Perfect Resume Header .

Look at the IT help desk resume example illustrating an ideal resume header that we have made with Hiration’s Online Resume Builder :

IT Help Desk Resume: Personal Information

Provide the required details to make sure that the recruiters get in touch with you for any likely shortlist.

An ideal personal information section should contain the following:

• Contact Number: Provide the contact number that you actively use through which the recruiters can easily get in touch with you.
• Email Address: Provide an email address that has your real name to maintain a professional approach.
• Current Location: If you are applying for a job abroad, mention your state and country. Else simply mention your current city and state of residence.

Additionally, you can also mention the details of the following as per your discretion:

• LinkedIn profile link
• Link to an online portfolio

For more details on this section read Hiration's 2022 Guide to composing your contact information .

Refer to the sample IT help desk resume given below to see what an ideal personal information section looks like in an IT help desk support resume:

Our Online Resume Builder can help you put together an impeccable IT help desk entry level resume.

IT Help Desk Resume: Profile Title

The second-largest text in the range of 14-16 font size should be used to curate your profile title on a resume.

It communicates your current designation, your functional industry, and the level of seniority in your field of work.

If you are tempted to exaggerate your profile title, get rid of the thought because it can only spell doom for your job application.

Be accurate with what you have professionally done and where you stand in your professional podium for the recruiters to recognize your professional status.

An ideal profile title should look like the one shown in our below-given IT help desk sample resume:

Our AI-powered Resume Review Service is available to give your resume an in-depth and constructive analysis within minutes of uploading it on our tool!

Since the professional experience section takes up most of your resume you need to make the best use of this section.

Every relevant work experience or the current job profile that you are holding should be described for the recruiters to easily recognize your professional expertise and raise your chance of being shortlisted for the targeted job profile.

To ensure that you frame an impressive professional experience section, you need to apply the following factors:

STAR Format

• Frame Points

Bucketing & Bolding

[ Back to Table of Content ] Use the STAR format to describe your work details for the recruiters to easily recognize your potential:

STAR refers to:

• S: The s ituation, backdrop, or context of your contributions.
• T: The actual t ask that was assigned to you.
• A: The strategy you put into a ction to execute the assigned task.
• R: The r esult or outcome of your action in the form of an achievement figure.

Framing Points

[ Back to Table of Content ] What do employers look for in resume for IT help desk?

Well, the answer is simple!

They simply look for those applicants who are qualified to shoulder the responsibilities of an IT help desk.

Just as simple as the answer is to the question asked, your professional experience statement should be simple and easy to understand too.

Let us look at the two sets of IT help desk resume examples that we have given below for you to understand the effectiveness of framing your points and how it can be easily done.

IT Help Desk Resume Example 1

"As an IT help desk for the XYZ company I was assigned to oversee 10 help desk staff members who were given the task to remotely assist the customers and clients, through e-mail or phone. I also played a key role in the process of scheduling meetings, hiring, and providing evaluations of the employees. I have successfully administered the complete configuration of 150+ personal computers for two different departments by repairing and upgrading. Additionally, I performed periodic hardware or software checks to ensure that they were properly functioning and improve the quality of work by 15%."

IT Help Desk Resume Example 2

Oversaw 10 help desk staff members who were assigned to remotely assist customers, via e-mail or phone Played a key role in the process of scheduling, hiring, and providing evaluations of employees Administered the complete configuration of 150+ PCs for two departments by repairing and upgrading Performed periodic hardware/software checks to ensure the proper functioning and improve 15% work quality

Framing Points: Analysis

From the two IT help desk resume examples illustrated above, we can observe that:

• Writing a long paragraph to describe your professional roles & responsibilities as an IT help desk does not do justice to your expertise and potential. It is hard to recognize your skills at a glance and most recruiters may not spend enough time going through the whole paragraph.
• Whereas, framing one-liner bullet points are easier to read and hence the recruiters would easily recognize the positive impact you had on your work. Moreover, one-liner points tend to focus on your main involvements and do not highlight vague points.

In conclusion, you can curate ATS-friendly resumes by using bullet points to frame one-liners and communicate your professional caliber to the recruiters.

[ Back to Table of Content ] Another important factor that can contribute towards enhancing your professional experience section is bucketing and bolding.

To understand why it is so, look at the two IT help desk resume examples give below.

Administered materials for training materials and conducted KTs to both small and large audiences every month Trained 100+ non-IT employees on how to analyze & repair failures of hardware/software Increased 50% client satisfaction through effective communication and problem solving Attended support calls (~30/day) and 40+ emails for Tier 2 & 3 levels technical support Provided customer support as per the IT operational policies and standards to ensure the best service

Training & Customer Satisfaction Administered materials for training materials and conducted KTs to both small and large audiences every month Trained 100+ non-IT employees on how to analyze & repair failures of hardware/software Increased 50% client satisfaction through effective communication and problem solving Client Relationship Management Attended support calls (~30/day) and 40+ emails for Tier 2 & 3 levels technical support Provided customer support as per the IT operational policies and standards to ensure the best service

Bucketing & Bolding: Analysis

• Framing points in one-liner alone are not enough to get the attention of the recruiters as it does not make the highlights of your points stand out for the recruiters to easily recognize.
• Whereas applying bucketing and bolding makes it easier for the recruiters to recognize the most significant points without having to read through the whole resume.

In conclusion, you must always list all the similar points under the relevant buckets by creating unique headings. And enhance your framed points to communicate your work experience for the recruiters to easily read and comprehend.

To understand this section in detail and learn how to master it, read Hiration's guide on framing the work experience in your resume .

IT help desk resume sample for Professional Experience

Here is an IT help desk resume sample signifying an ideal professional experience section:

IT Help Desk Resume Keywords

To make sure that your IT help desk entry level resume ranks high on the ATS, you need to keyword-optimize your resume.

Suitable keywords can be found in the IT help desk job description.

Before you start sending out your resumes to the recruiters, make sure that you compare your job description and the keywords included by the recruiters in the job listing.

Pick the most relevant and significant keywords that highlight your professional skills and list them in your professional experience section and key skills section.

You can also add suitable keywords in your IT help desk resume summary and IT help desk resume skills sections.

Including the right keywords in your resume can raise your chances of ranking high on the ATS and give your better opportunity to end up being recognized by the recruiters who can give you the required shortlist.

Every time you wonder what to put on a resume for IT help desk job, remember that your educational qualification can raise your chances of landing your dream jobs.

Do not skip the education section in your resume, especially if you are writing an IT help desk entry level resume.

The education section of your resume should ideally consist of the following details:

• Name of the school/university you have attended.
• Name of the courses you have pursued.
• The location of your school/university.
• Enrollment and graduation dates in the month & year format.

We have an exhaustive guide written just for this section on Hiration's 2022 Guide on how to list education on your resume .

Refer to the IT help desk support analyst sample resume showcasing the ideal education section for your resume:

IT Help Desk Resume: Certifications

Apart from the details of your educational qualification, you can also add any relevant certifications that validate your eligibility to practice your line of work.

The certification section of your IT help desk support resume should consist of the following details:

• Certification course name.
• Name of the institute of affiliation.
• Location of the institute of affiliation.
• Enrollment and completion date of the course in the month & year format.

Hiration's 2022 Guide on listing certifications on a resume has more in store for you to get a better understanding of this section.

The below-given sample resume for IT help desk is showcasing what an ideal certifications section for your resume looks like:

Create an impeccable resume with the help of our Online Resume Builder .

It is safe to say that this section can do wonders for your resume and raise your chances of being shortlisted by the recruiters if curated effectively.

Most of the skills that need to be highlighted in this section are ideally present in your professional experience section. So simply scan through your one-liners and pick those skills that have been justified, then list them in this section.

To use this section in your favor and rank high on the ATS, add suitable and relevant keywords that are mentioned in the job description.

Make sure to read Hiration's 2022 Guide on what skills to put on a resume and learn more about curating the perfect skills section.

Here is an IT help desk resume sample showcasing the perfect key skills section:

IT Help Desk Resume Summary

A resume summary is an important feature of a resume that can help you give the recruiters an insight into your resume in just a few lines without wasting their time.

It is most suitable if you compose this section in the end because that way it will be easier for you to decide which points to skip and which points to mention.

Compose an IT help desk resume summary only if you have more than 3 years of work experience to highlight in your resume.

Try to keep it short and precise in 3-5 lines and add suitable keywords

There is more about this section in our Resume Summary Guide so make sure that you go through it to learn how to compose a suitable IT help desk resume summary.

Attached below is an IT help desk resume sample showcasing the ideal resume summary:

In the meanwhile, make resume-writing an effortless affair with Hiration's Online Resume Builder now!

IT Help Desk Resume Objective

Compose an IT help desk resume objective if you are a fresher writing an IT help desk resume entry level or have very less experience to highlight in your resume.

It gives an overview of your resume just as an IT help desk resume summary.

The only difference is that you need to keep professional experience on the sideline and focus on your skills and describe how you can contribute towards the higher goals of an organization.

Read Hiration's 2022 Guide on Resume Objectives to learn more about resume objectives.

Looking for a state-of-the-art resume builder and review services to help you build an impeccable It help desk resume?

Visit our Online Resume Builder and explore the best we have to offer you.

Resume Review & Free Resume Templates

Send us your existing resume to get it reviewed by the resume professionals at Hiration.

Your resume will be reviewed in compliance with the below-mentioned parameters:

• Compliance with industry norms ** Conversion Scope
• ATS Compliance
• Content Relevance
• Recruiter Friendliness
• Design Compatibility
• Global Compatibility
• Performance Assessment
• Resume Formatting (font, margins, the order of sections, etc.)

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• JD-resume matcher
• Intuitive text recommendations
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• 1-click design change
• A sharable link
• LIVE resume Score
• LIVE resume editor
• Option to save unlimited resumes

Our Online Resume Builder is here to help you create job-winning resumes.

Key Takeaways

• Always use the right resume format that best suits the trajectory of your career and the requirements of your job application.
• Label your resume with your name as the header and provide your contact details along with an accurate profile title.
• Frame action-oriented one-liner points and apply the bucketing and bolding to make them effective.
• Make sure that your resume is keyword optimized to rank high on the ATS and raise your chances of being shortlisted by the recruiters.
• Clearly mention the details of your education and certification to enhance your resume.
• Create a separate section to highlight your most significant skills.
• Compose a suitable IT help desk resume summary to give an overview of your resume.

Now that this blog has come to an end, we advice you to make use of all the IT help desk resume examples and IT helpdesk resume samples while writing the best resume.

Go to Hiration resume builder and create a professional resume for yourself. Additionally, reach out to us at [email protected] and you can get 24/7 professional assistance with all your job & career-related queries.

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Service Desk Analyst Resume Examples

As a service desk analyst, writing a resume is a key component of the job search process. It is important to tailor your resume to fit the job description and create an effective summary of your work experience and qualifications. This guide will provide you with tips on how to write an impressive service desk analyst resume as well as provide example resume templates to help guide you through the process. By following this guide, you can create a resume that will set you apart from other applicants and get you closer to landing your dream job.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

Start building your dream career today! 

Create your professional resume in just 5 minutes with our easy-to-use resume builder!

Service Desk Analyst

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

I am an experienced Service Desk Analyst, adept at providing comprehensive technical support services to customers. I have 5+ years of experience in a fast- paced working environment, offering technical and customer service assistance to end- users. My background includes all aspects of IT support, troubleshooting, and problem- solving. I am highly organized and self- motivated, and I am confident in my ability to manage all types of customer inquiries and provide timely resolutions.

Core Skills :

• Troubleshooting
• Network Security
• System Administration
• Technical Writing
• Customer Service

Professional Experience :

• Provide comprehensive technical support services to customers
• Troubleshoot and resolve hardware and software issues
• Monitor network security
• Administer operating systems
• Develop training materials and documentations
• Handled incoming customer inquiries via phone, email, chat, and in- person
• Assisted customers in troubleshooting and resolving software and hardware issues
• Investigated and identified root causes of issues and provided solutions

Education :

• Bachelor of Science in Information Technology, University of Anytown, 2009- 2012

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Service Desk Analyst Resume with No Experience

Recent college graduate looking to apply my knowledge of customer service and technical support to a role as a Service Desk Analyst. I have a strong background in problem- solving and customer care, and I look forward to becoming a valuable member of the team.

• Excellent customer service
• Highly organized
• Active Listening
• Ability to troubleshoot quickly
• Knowledgeable in basic IT principles
• Familiarity with current software and systems
• Excellent communication skills

Responsibilities

• Provide customer service for customers via telephone, email, and chat
• Troubleshoot system issues and provide technical support
• Track customer inquiries and record them in the help desk system
• Resolve customer issues or redirect requests to appropriate personnel
• Monitor customer satisfaction and take steps to ensure customer satisfaction
• Handle customer complaints and document them for further review

Experience 0 Years

Level Junior

Education Bachelor’s

Service Desk Analyst Resume with 2 Years of Experience

Highly motivated Service Desk analyst with 2 years of experience in providing support services and problem resolution to customers. Possess excellent problem solving, communication and customer service skills coupled with the ability to stay organized under pressure. Possess a strong technical aptitude and the ability to quickly learn and apply new technologies.

• Windows OS support
• Software installation and troubleshooting
• Networking and hardware support
• Active Directory and Office 365
• Strong problem solving skills
• Prioritization and time management
• Technical aptitude

Responsibilities :

• Perform first level troubleshooting for hardware and software related incidents
• Diagnose and resolve technical problems in a timely manner
• Install, configure and maintain applications, software, and equipment
• Provide support for end users via phone, email and remote access
• Monitor and document service desk performance metrics
• Perform daily system checks and maintenance
• Update knowledge base and technical documentation as needed

Experience 2+ Years

Service Desk Analyst Resume with 5 Years of Experience

Experienced Service Desk Analyst with over five years of experience in providing technical assistance to customers over the phone, by email, chat and in person. Adept in troubleshooting hardware, software and network problems, as well as providing customer support and technical advice. Skilled in actively listening to customers and accurately diagnosing and solving issues through effective problem solving skills.

Core Skills

• Excellent Problem Solving Skills
• Hardware, software and Network troubleshooting
• Excellent Customer Service
• Strong Written and Verbal Communication
• Technical Support
• Provided technical support over the phone, by email, chat and in person
• Assisted customers with hardware and software issues
• Diagnosed and troubleshoot various issues
• Provided step by step instructions to customers for troubleshooting
• Assisted with installations and configurations of hardware and software
• Resolved customer complaints promptly and professionally
• Performed systems and network maintenance
• Documented all customer cases and solutions implemented

Experience 5+ Years

Level Senior

Service Desk Analyst Resume with 7 Years of Experience

Experienced Service Desk Analyst with over seven years of experience providing technical support and customer service to end users. Possesses a strong knowledge of computer hardware, software, and network operations. Skilled in troubleshooting, problem solving, resolution tracking, and customer communication. Expertise in IT Service Management (ITSM) best practices and tools. Dedicated to delivering excellent customer service and technical solutions.

• Network Troubleshooting
• Help Desk Support
• Problem Solving
• Hardware/Software Troubleshooting
• Resolution Tracking
• Network Operations
• Provided technical support to customers via phone, email, and remote access
• Identified root cause of customer issues, provided solutions, and tracked resolutions
• Installed, configured, and maintained computer hardware and software
• Monitored network operations and performance
• Diagnosed, troubleshot, and resolved computer hardware and software issues
• Performed system updates and patch management
• Utilized ITSM tools to monitor and manage customer service levels
• Reviewed customer feedback and identified areas for improvement

Experience 7+ Years

Service Desk Analyst Resume with 10 Years of Experience

A highly organized and results- oriented Service Desk Analyst with 10+ years of experience providing technical support and customer service in a fast- paced, customer- focused environment. Proven ability to quickly and efficiently troubleshoot and resolve a wide variety of technical issues, while maintaining a high level of customer satisfaction. Possess a strong knowledge of software and hardware, networking, and customer service.

• Excellent problem- solving and troubleshooting skills
• Proficient in computer network management
• Strong knowledge of software and hardware
• Excellent interpersonal and communication skills
• Capable of multitasking
• Ability to work independently with minimal supervision
• Provide technical support and customer service for incoming inquiries from customers
• Troubleshoot and resolve a wide variety of technical issues
• Monitor system performance and respond to alert notifications
• Analyze and resolve customer complaints quickly and efficiently
• Research problems and develop creative solutions
• Provide advice and guidance to customers on best practices for system performance
• Maintain detailed records of customer interactions and resolutions

Experience 10+ Years

Level Senior Manager

Education Master’s

Service Desk Analyst Resume with 15 Years of Experience

I am a highly- skilled Service Desk Analyst with 15 years of experience in providing technical support to end- users. I have a proven record of resolving issues using creative problem solving techniques, and have a wide knowledge base of operating systems, software applications and hardware. With strong communication and customer service skills, I am able to quickly build rapport with customers while troubleshooting and resolving their support issues.

• Operating systems: Windows XP/Vista/7/8/10 and Mac OS X
• Software Applications: Microsoft Office Suite, Adobe Suite, QuickBooks
• Hardware: Printers, scanners, routers, and other peripherals
• Networking: Knowledge of LAN/WAN design, TCP/IP
• Technical troubleshooting: Identifying, diagnosing, and resolving technical issues
• Customer service: Providing friendly and professional assistance to end- users
• Respond to, log and track customer inquiries, requests, and complaints through a centralized database
• Install, configure, test, and maintain operating systems, software applications and hardware
• Troubleshoot network and system issues, and provide technical support to end- users
• Provide remote assistance to end- users using remote desktop tools and remote control software
• Monitor system performance and troubleshoot applications, hardware, and network issues
• Manage user accounts and access rights in line with company policies
• Research and implement new technologies to meet customer support requirements

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a Service Desk Analyst resume?

A Service Desk Analyst is an IT support professional who is responsible for the efficient functioning of network services and the smooth running of computer systems. As such, they must be highly knowledgeable in a wide range of IT systems, software, and hardware. To stand out from other applicants, a Service Desk Analyst resume should include the following:

• Education: Service Desk Analysts should have a degree in a related field, such as computer science, information technology, or a related field. List the degree, any certifications, and any relevant coursework.
• Experience: A Service Desk Analyst should have experience troubleshooting and resolving customer IT issues. List any past positions with similar duties and the skills used to solve those issues.
• Technical Skills: Service Desk Analysts should have a wide range of technical skills, including knowledge of applications, operating systems, databases, and hardware. Additionally, they should be knowledgeable in scripting, coding, and other programming languages.
• Communication Skills: Service Desk Analysts must be able to communicate clearly and effectively with customers. Include any experience with customer service or working with customer issues.
• Problem-solving Skills: Service Desk Analysts should have the ability to think critically and diagnose difficult issues. Include any years of experience in resolving customer issues and the techniques used.
• Leadership Skills: Service Desk Analysts should demonstrate leadership skills, such as the ability to manage projects and delegate tasks. List any past positions involving managerial or supervisory roles.

By including these details in a Service Desk Analyst resume, you can ensure that you make a strong impression on hiring managers and stand out from other candidates.

What is a good summary for a Service Desk Analyst resume?

A Service Desk Analyst resume should focus on the hard and soft skills required for the job, as well as any experience that is relevant. A summary should serve as an overview of the candidate’s skills, qualifications and professional experience, giving employers an idea of what the individual has to offer. The summary should highlight any customer service experience, technical knowledge and certifications that the candidate may possess. It should also include the individual’s ability to troubleshoot and ability to learn and adapt quickly to new technology. The summary should be concise, yet thorough enough to adequately summarize the candidate’s qualifications.

What is a good objective for a Service Desk Analyst resume?

A Service Desk Analyst provides customers with technical support, advice, and troubleshooting for hardware and software related problems. A Service Desk Analyst must have excellent customer service and problem-solving skills. Crafting a Service Desk Analyst resume that catches the attention of hiring managers is essential to landing the job.

Including a strong objective statement on your resume will ensure that the hiring manager knows what you offer and why you are the best candidate. When writing an objective statement for a Service Desk Analyst resume, you should focus on showcasing your skills, experience, and qualifications.

Here are some examples of objectives for a Service Desk Analyst resume:

• To leverage my 5+ years of customer service and technical support experience to provide effective and efficient solutions for customer inquiries and technical issues while delivering exceptional customer service.
• Seeking a Service Desk Analyst role to apply my expertise in customer service, technical support, and problem-solving.
• Dedicated customer service professional with 4+ years of experience in troubleshooting and resolving technical issues, seeking a Service Desk Analyst position to utilize my skills to provide quality customer service.
• Motivated individual with a proven track record of providing top-notch technical support and customer service, seeking a Service Desk Analyst role to continue providing customers with effective solutions.

How do you list Service Desk Analyst skills on a resume?

When it comes to listing out your Service Desk Analyst skills on a resume, it’s important to keep it precise and relevant to the job you’re applying for. Here are some of the key skills you should consider including on your resume:

• Strong customer service orientation: Service Desk Analysts must be able to prioritize customer service, promptly respond to customer requests, and provide accurate solutions.
• Technical troubleshooting: Service Desk Analysts should have a strong understanding of IT systems and the ability to troubleshoot technical issues quickly and efficiently.
• IT systems knowledge: Service Desk Analysts should be familiar with a variety of IT systems, including Windows, Linux, and Mac.
• Good communication skills: Service Desk Analysts must be able to communicate clearly and effectively with customers and other IT staff.
• Knowledge of help desk software: Service Desk Analysts should have an understanding of help desk software, such as Zendesk and ServiceNow.
• Ability to multitask: Service Desk Analysts must be able to handle multiple customer requests at the same time.
• Problem-solving skills: Service Desk Analysts must be able to quickly identify and solve customer issues.
• Flexibility: Service Desk Analysts should be able to work flexible hours and be able to adapt to changes quickly.

What skills should I put on my resume for Service Desk Analyst?

A Service Desk Analyst plays a critical role in managing and maintaining customer service operations. As such, it is important for a Service Desk Analyst to have a comprehensive resume that highlights their specialized skills and qualifications. When creating your resume, here are some key skills to include:

• Problem-Solving: Service Desk Analysts must possess excellent problem-solving abilities, as their job entails troubleshooting computer systems and customer service issues. They must be able to analyze customer complaints and requests in order to identify the cause of the problem and determine the best solution.
• Communication: Service Desk Analysts must have strong communication and customer service skills. They must be able to effectively communicate with customers both verbally and in written form in order to resolve customer issues.
• Technical Knowledge: Service Desk Analysts are expected to have a deep knowledge of computer systems, applications, and hardware. They must be able to diagnose and troubleshoot computer issues.
• Knowledge of Protocols and Procedures: Service Desk Analysts must understand the protocols and procedures related to customer service. They must be able to follow customer service procedures and process customer requests in an organized and efficient manner.
• Organization: Service Desk Analysts must be highly organized and be able to prioritize tasks based on urgency and importance. They must be able to keep an accurate and detailed record of customer service inquiries, requests, and complaints.
• Time Management: Service Desk Analysts must be able to manage their time and multitask efficiently in order to ensure a high level of customer service. They must be able to respond to customer service inquiries in a timely and professional manner.

By highlighting these key skills on your resume, you will be able to demonstrate your qualifications and experience as a Service Desk Analyst. With these skills, you can show prospective employers that you are the ideal candidate for the job.

Key takeaways for an Service Desk Analyst resume

The Service Desk Analyst role is a key part of any IT team. It requires strong customer service and technical skills, as well as the ability to troubleshoot quickly and accurately. When writing your Service Desk Analyst resume, there are some key takeaways to keep in mind.

• Demonstrate your technical know-how: To be a successful Service Desk Analyst, you must have a strong knowledge base of the IT systems and processes your team uses. Make sure to highlight any certifications or training you have in key technologies, and provide examples of your experience using them.
• Showcase your customer service skills: Service Desk Analysts must be able to provide exceptional customer service when troubleshooting or providing technical assistance. Make sure to list any customer service experience you have, and any awards or recognition you have received for it.
• Demonstrate problem-solving ability: As a Service Desk Analyst, you will be called upon to solve a variety of technical issues. Showcase your problem-solving skills by providing examples of issues you have successfully resolved in the past.
• Emphasize your communication skills: Service Desk Analysts must be able to communicate clearly and effectively with both technical and non-technical users. Make sure to list any relevant communication skills, such as public speaking or writing, that you may have.

By following these key takeaways, you can create a Service Desk Analyst resume that stands out from the competition and showcases your skillset.

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