Service Desk Technician Resume Samples - Page 2

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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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11

Service Desk Technician

  • Created service tickets using ConnectWise for service requests, recording the technical nature of the request, user(s) involved along with contact information, and determined the level of priority for each ticket created.
  • Generated a monthly Service Item report that was exported to an Excel spreadsheet which was then modified and added to a master file used to generate Pivot tables.
  • Created and managed new user accounts based on role using Microsoft Exchange and disabled users in NextGen EHR as required.
  • Created a learning module to instruct new users and refresh veteran users in computer literacy, service request submission, and basic troubleshooting steps.
  • Implemented new user workstation setups complete with peripheral hardware such as printers and scanners, and necessary software to perform daily tasks such as Microsoft Outlook, Trend Micro Antivirus, and NextGen EHR.
  • Headed a hardware replacement project documenting the number and location of computers/thin clients to be replaced, coordinated with the client for scheduled downtime for the replacement by site, and verified that the equipment worked properly with a final verification by the user.
  • Created a Procedures guidebook for the installation and workstation setup of a basic user, including procedures for printer installation, software installation of specific programs according to role, and a checklist to document and verify set up completion.
  • Provided effective communication with various users as well as executive staff with regard to service request progress, coordination of down time and agreed outages, and impending changes affecting completion of any service tickets.
Candidate Info
15
years in
workforce
2
years
at this job
AS
Health Information
12

Service Desk Technician

  • Provide customer service to incoming caller requests, services, and incidents in an ITIL environment utilizing Bomgar remote control software.
  • Record and track all assigned service desk incidents for problem resolution. Ensure all tickets contain accurate information for escalation to upper tiers or applicable teams for further troubleshooting.
  • Provide a positive customer-focused service in a high call volume environment while meeting service level agreement standards.
  • Support an Active Directory and Microsoft Windows 7 and Windows 10 enterprise environment.
  • Troubleshoot laptop and desktop machines remotely for LAN/WAN connectivity by understanding TCP/IP networking protocols.
  • Maintain confidentiality of clients’ protected health information and business records for a company that serves +26 million members.
  • Work effectively and communicate clearly in a high-stress, team environment. This ensured quick notice of major ticket escalation.
  • Receive constructive criticism and participate in cross training to improve skills through performance metrics and one-on-one monthly evaluations with supervisors.
Candidate Info
6
years in
workforce
9
months
at this job
BA
Global Studies
13

Service Desk Technician

  • Serves as a Tier 1 Helpdesk Administrator for the Air Force Enterprise Service Desk (ESD) supporting 500,000+ personnel for all Air Force bases worldwide
  • Troubleshoot, research, and resolve end-user hardware, software, and networking problems
  • Remotely assists, troubleshoot and perform application installations
  • Performs password resets and unlocking and enabling accounts
  • Escalate unresolved end-user problems to appropriate tier using Remedy trouble ticketing system
Candidate Info
21
years in
workforce
5
years
at this job
AAS
Computer Networking Technology Aas
Computer Networking Administration
14

Service Desk Technician

Enterprise Service Desk provides front line support for IT services, systems and operations. A central point of contact for enterprise-class IT service support, outage notifications, and information dissemination.

  • Provided password resets via email and phone.
  • Provided website support for training website.
  • Provided course support when website would not record the course as complete.
  • Provided support to other admins for course issues, transfer of users, and running reports.
Candidate Info
15
years in
workforce
1
year
at this job
15

Service Desk Technician Tier 1.0

  • Collect information from callers and ensure that tickets are promptly and accurately documented in Remedy so that up-to-date information is available at all times
  • Perform password resets on applicable systems
  • Utilize the knowledge base to guide callers through resolution of reported issues
  • Respond to service requests, incidents, and problems received via phone, email or fax
  • Manage and coordinate urgent and complicated support issues
  • Remote in callers computer to further assist with technical issues
Candidate Info
7
years in
workforce
2
years
at this job
HS
Basic Studies
16

Service Desk Technician

  • Provide exceptional incident resolution for POS equipment and software, including registers and their components, networking equipment, office computers, personal computers, mobile devices, and VPN methods using Cisco AnyConnect an Citrix Receiver (Stores & Corporate).
  • Document incident details and resolutions into Service Desk incident management system (BMC Remedy).
  • Support is done over the phone and email while utilizing remote tools (Dameware)
  • Support for mobile devices is completed through the application Mobile Iron.
  • Gained experience in using and repairing Microsoft Outlook.
Candidate Info
8
years in
workforce
2
years
at this job
Computer Information Systems
17

Service Desk Technician

  • Support and troubleshoot HP products such as printers and computers
  • Ensure client/customer satisfaction
  • Dispatch tickets to appropriate departments with severity and priority levels
  • Collaborate with colleagues to improve the process of the help desk.
  • Used a ticketing system called Service Center.
  • Handled 30-50 calls per day.
  • Use Active Directory to manager user accounts, such as permissions, contact information, passwords, and account lockouts.
Candidate Info
1
year in
workforce
7
months
at this job
HS
High School Diploma
18

Service Desk Technician

  • Respond to requests for technical assistance via telephone and email.
  • Diagnose, troubleshoot and resolve technical hardware and software issues for Arvest associates
  • Train new Service Desk Technicians
  • Log all reported technical issues, resolutions, and customer contact
  • Setup and maintain Audio and Video Conferences
Candidate Info
4
years in
workforce
2
years
at this job
BA
Broadcast Journalism
19

Service Desk Technician

  • Perform all duties that a full service/help desk role entails including deskside and remote properties.
  • Set up, suspend and terminate users in active directory and many other in house and third-party systems.
  • Document all major processes in a shared knowledge base.
  • Lotus Notes administration
  • Basic Citrix administration
  • Order, configure, and troubleshoot Android and iPhone smartphones and configure email.
Candidate Info
10
years in
workforce
4
years
at this job
BS
Computer Systems Technology
20

Service Desk Technician

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Follow up and update customer status and information
  • Provide accurate information on IT products or services
  • Identify and suggest possible improvements on procedures
Candidate Info
3
years in
workforce
1
year
at this job
Medical Assisting
Network Administration

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