Service Desk Technician Resume Samples

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Service Desk Technicians provide technical support to a company's customers. Common responsibilities highlighted on a Service Desk Technician example resume are taking incoming phone calls, applying diagnostic techniques, completing problem-solving processes, managing customer accounts, and forwarding customer suggestions to appropriate teams. Our collection of Service Desk Technician resume samples reveals the following job requirements: customer service, technical skills, telephone etiquette, patience, problem solving, and teamwork. Most eligible candidates hold a Bachelor's Degree in information technology.

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1

Service Desk Technician

  • Responded to and resolved support tickets in a timely matter. Closed out an average of 40-60 issues per day.
  • Troubleshot IT related issues (hardware, software, network, peripherals, VPN) for VA healthcare professionals nationwide.
  • Conducted online research, and diagnostic activities to investigate and resolve problems with hardware and software.
  • Provided first point of contact support to end users with professionalism, timeliness, and accuracy.
Candidate Info
11
years in
workforce
9
months
at this job
2

IT Service Desk Technician

  • Recorded technical issues and requests. Diagnosed and resolved problems. Escalated issues as appropriate.
  • Interact with all levels of staff to resolve various technical issues with personal computers, medical research computers, printers, and conference room equipment. Contact vendors as appropriate for maintenance in accordance with company contracts.
  • Maintain and report hardware inventory on a monthly basis in accordance with corporate requirements.
  • Format and image computers for company use. Add computer to the DNS utilizing Active Directory as needed.
  • Primary point of contact for equipping new hires with appropriate desk setup. Activated ports as needed and installed additional software upon request.
  • Streamlined the computer setup process from an average of 2 hours per computer per user down to 15 minutes.
Candidate Info
9
years in
workforce
2
years
at this job
3

Service Desk Technician

  • Provides first level assistance for defined problems and escalated tickets as necessary.
  • Tracked calls and documented problems into issue tracking software, consults knowledge database to optimize resolutions and follows through on resolution with callers.
  • Provided PC hardware and software support to end-user
  • Installed PC and related peripheral equipment for end-user
  • Maintained statistical reports and documentation, including problem/trouble and departmental statistical and effectiveness reporting
  • Set up user accounts, process move, transfer and user change forms
Candidate Info
7
years in
workforce
2
months
at this job
BA
Computer Science
4

Service Desk Technician\deskside Support

  • On-call troubleshooting as well as deskside support
  • Provided assistance with office moves and installation of laptop/desktop workstations
  • Handled over 60 service requests/ incidents per week, resolving at least 75% of calls handled
  • Assisted end users through email, phone and walk-ins
  • Provided hardware assistance from laptops keyboard swap to reimaging laptops/desktops
  • Provided after-hours assistance
Candidate Info
4
years in
workforce
11
months
at this job
5

Enterprise Service Desk Technician (mid)

  • Maintained enterprise network for the MITSC West domain for the US Marine Corps.
  • Provided troubleshooting for user workstations, telephones, peripherals, networked printers/scanners, and cellular devices.
  • Provided software troubleshooting and administration for proprietary software as well as Microsoft Office, Windows 7, Internet Explorer, Java, and Adobe.
  • Was the sole technician on site during weekend hours and assisted VIP clients with computer and cell phone issues.
  • Provided customer service to a network of 100,000 users as well as users in other Enterprise networks.
Candidate Info
4
years in
workforce
1
year
at this job
AS
Computer Technology And Networking
6

IT Specialist/service Desk Technician

  • Set up VTC Conferences for Military events U.S Army Reserve & meetings out of the country
  • Deployed and installed Laptops, desktops, monitor's printer's mobile devices for users and the military divisions.
  • Completed and resolved over 10 Tickets daily to resolve technical issues including software failures hardware malfunctions.
  • Answered phone calls assisting customers with claims legal assistances help with the military websites and applications and other resources.
  • Made sure military publications & forums were updated on EJAWS website.
  • Resolved over 10 or more tickets dealing with Accounts databases database access application access.
  • Monthly assignments making sure announcements and photo announcements were posted made the military EJAWS DVD orders the review of accounts approval/rejection of new accounts.
Candidate Info
9
years in
workforce
1
year
at this job
Information Technology Training
7

Service Desk Technician

  • Administered Microsoft Windows Servers 2008/2012.
  • Performed hands-on installation, configuration, and managed windows servers.
  • VMware server migration.
  • Managed SQL database backups.
  • Spear headed all software roll-outs to company employees.
  • Handled all employee desktop purchases, setups and configuration.
Candidate Info
5
years in
workforce
1
year
at this job
net Full Stack Developer
8

Service Desk Technician

Provide quality support to the internal and external user community from 889 sites used by over 47000 employees by troubleshooting and escalating issues to 2nd level support. Deploy and troubleshoot desktop/server/network hardware, operating systems and applications. Receiving and responding to customer problems received via the ServiceNow / Remedy ticketing system, phone, email, chat, text and web based ticketing portal. Monitor tickets escalated to ensure they do not breach SLA. Work directly with 2nd level support to resolve issues.

  • Install, configure, and troubleshoot cisco VPN and certificates for remote users
  • Install Adobe, Outlook, Printers, Java, etc. software for remote users
  • Troubleshoot and configure email accounts for users on blackberry, IPhone, android
  • Train new hires on the weekend monitoring of AS400 Systems running warehouse management systems: WM Manhattan, TOPEX, TCS
  • Provide network troubleshooting to sites using Net flow and checking for power issues
  • Monitor datacenter alert system on the weekends for proper temperature and other issues
  • Monitor mail-in databases for alerts/emails to create tickets and troubleshoot problems
  • Manage Outages for site down issues by notifying upper management via page gate notifications and monitor conference calls to engage further support as needed.
Candidate Info
2
years in
workforce
2
years
at this job
AS
Specialized Technology
9

Service Desk Technician Lead

  • Subject matter expert and escalation point for service procedures, email folders and processes, AMDOCS case processes.
  • Assisted Service Desk managers with administrative duties, providing work designations and assignments as necessary.
  • Coordinated and lead training sessions for NOC employees and new hires.
  • Creating training documents for NOC procedures.
  • Created cases and ordered parts for customer issues with theater projection, servers, network switches, and flat panel displays using AMDOCS ticketing system.
  • Level 1 Support for servers, switches, digital projector hardware/software, digital signage hardware/software network issues
  • Handle a high volume of inbound/outbound telephone calls and emails to customers/vendors.
Candidate Info
3
years in
workforce
3
years
at this job
Anthropology
10

Service Desk Technician

  • Provided training and mentorship to peers and junior level technicians, during work and non-duty hours.
  • Applied advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions for Microsoft Windows operating systems, both thin and thick client, file management, profile, and Active Directory issues.
  • Demonstrated advanced enterprise support knowledge for hardware, software, application, and network problems.
  • Demonstrated capability in establishing administrator and service accounts.
  • Reviewed existing technical solutions for improvements and efficiencies.
  • Developed self help fix-it tools for automating ESD procedures.
  • Created system technical documentation for knowledge sharing
  • Monitored activities of incident outages for Incident, Problems and Change Management for the ESOC Service Desk
Candidate Info
27
years in
workforce
3
years
at this job
AS
Supervisory Leadership
BS
Computer Security

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