Service Desk Resume Samples

HIGH QUALITY

The best examples from thousands of real-world resumes

EXPERT APPROVED

Handpicked by resume experts based on rigorous standards

DIVERSE EXAMPLES

Tailored for various backgrounds and experience levels

Service Desk Support Specialists provide customer service for clients experiencing issues related to IT. Resumes for this position showcase such responsibilities as providing first-line support for Oakley users with inquiries, problems, and/or requests; recording and tracking customer information utilizing the Remedy and Heat ticketing system; and performing PC hardware support, troubleshooting, configuration, and Windows XP and 7 operating system support. Example resumes in the field show that the minimum level of education for those looking to become Service Desk Associates is a high school diploma or its equivalent.

Looking for cover letter ideas? See our sample Service Desk Cover Letter.

Find out what is the best resume for you in our Ultimate Resume Format Guide.

1

Service Desk Analyst

Resolved technical application issues for 200+ end users spread across 30+ vendors

  • Increased product support response time by ~66% by standardizing new workflow process
  • Attained 10% jump in customer productivity uptime by securely administering cloud servers
  • Ensured quality service feedback by supervising performance of junior helpdesk analysts/agents
  • Improved training protocol by documenting 100+ user troubleshooting guides
  • Maximized profitability by refining service contracts and policies to obtain $1000 per new user
  • Expanded sales reach by ~50% through enhancement of support availability
  • Minimized profit loss and late payments by overseeing and improving monthly billing processes
Candidate Info
5
years in
workforce
2
years
at this job
BS
Business And Management
2

Service Desk Manager, U.s

Managed daily SD activities, responding to more than 50,000 user contacts monthly

  • Supervised, trained and coached more than 50 SD technicians and system administrators
  • Monitored SD performance against key performance indicators and service level agreements to ensure service and quality objectives were met
  • Interviewed and evaluated candidates for SD positions as technicians and administrators
  • Worked collaboratively with Government and contractor staff to review and refine problem handling and escalation processes
  • Oversaw the knowledge base to ensure that the 1,500 documents it contained were regularly reviewed and updated
Candidate Info
8
years in
workforce
2
years
at this job
BS
Individualized Studies
3

Tier 1 Service Desk Analyst

Tier 1 Service Desk Team Lead

  • Supervised thirty Tier 1 Service Desk Analyst
  • Acted as subject matter expert for tier 1 and 2 issue assignment
  • Assisted in the creation of Analyst onboarding training curriculum concerning Remedy on Demand and supported software and troubleshooting methods
  • Participated in ticket escalation process to expedite resolution of issues
  • Managed schedules for thirty Tier 1 Service Desk Analyst
  • Created Analyst performance reports and delivered them to senior management
Candidate Info
10
years in
workforce
8
months
at this job
AAS
Interactive Media Design
BA
Information Technology
4

Service Desk Team Lead, Informatics Service Desk

Provided support services as required including but not limited to Windows OS (XP/7), Microsoft Office, Webex, etc.

  • Coordinated with both internal and external service providers to ensure satisfactory deployment of PC equipment & resources.
  • Ensured that client related assets are tracked and recorded according to infrastructure guidelines.
  • Enforced PC and client standards throughout the enterprise.
  • Took responsibility for assigned Incident and Service Request tickets and ensure that all assigned tickets are handled appropriately and in compliance with internal OLA's & SLA's.
  • Followed policies and procedures based on corporate standards and methodologies in regard to operations and practices.
  • Maintained details on currently supported applications on standard purchase configurations.
  • Perform system analysis to determine if software upgrades or replacements are necessary.
Candidate Info
13
years in
workforce
2
years
at this job
5

Service Desk Analyst I

Provided technical support to Stores via inbound & outbound calls, as well as the Service Desk email/voicemail.

  • Provided technical support for corporate users to include setting up computers, passwords, rights and responsibilities using Active Directory (Computers and Users).
  • Notified customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily.
  • Configured and installed software for end-users' desktops, scanners, terminals, and pos equipment.
  • Performed password resets, break fix, printer support, network connectivity and VOIP troubleshooting.
  • Created tickets in HEAT ticketing system and followed up on tickets to provide resolutions for end users.
Candidate Info
3
years in
workforce
2
months
at this job
BS
Criminal Justice
MA
Informatics
6

Global Service Desk Technician/ Quality Assurance Analyst

Provided technical support for over 3, 587 calls, worked and resolved more than 1,993 incidents and 1,744 tasks including support for Senior Executives.

  • Managed the WNL mailbox for provisioning and de-provisioning accounts, accesses, hardware, and software for hundreds of users on 2 different domains, resulting in the completion of 69 incidents and 1500 tasks.
  • Assisted MPS team with updating Active Directory profiles to correct MPS issues for 4 different Domains.
  • Updated the Citrix training with the most recent information, provided by a Citrix technician, for the new hires.
  • Provided Quality Assurance monitoring to all agent within the global helpdesk, completed around 400 evals and coachings, as well as other projects within that team to better improve customer service.
Candidate Info
6
years in
workforce
1
year
at this job
7

Service Desk Manager

Promoted to manage all levels of help desk to support hundreds of users. Charged to responsively troubleshoot and resolve network, hardware and software issues. Administer Active Directory, PCI Compliance, Microsoft volume licensing agreements and software distribution. Assist in support of 50 servers running under Linux /Windows and contribute to the evaluation and implementation of VoIP, VPN, anti-virus and disaster/recovery solutions.

  • Noted for meeting all timelines and SLA requirements.
  • Introduced escalated coverage to support 24 hour operations.
  • Utilize DELL KACE Help Desk software and overseeing implementation of Service Now
  • Service Now Admin
  • Reduced response times and increased internal customer satisfaction by implementing automated service scheduling tool to support face-to-face service calls.
  • Saved ~$40K annually through vendor negotiations for improved services.
  • Established process standards by documenting core functions.
Candidate Info
8
years in
workforce
1
year
at this job
C
Real Estate Training / Apprenticeship
8

Service Desk Manager/project Manager

Managed a team of five engineers supporting 16 state-of the-art classrooms and associated training and administrative staff for a civilian federal agency. Classrooms utilize virtualized desktop architecture running VMware software on HP hardware. Classrooms are also equipped with SmartBoard monitors, Crestron control panels and VTC capabilities. Six web based distance learning centers are also supported.

  • Produced organization's first workflow diagram for providing end users services. Reviewed process and implemented changes that increased tracked and reported work by 40%.
  • Developed and published organizations first Standard Operating Procedures manual. Over 40 different SOP have been created which have led to substantial reduction in rework, decreased training time, and improved consistency of results.
  • Expanded Service Desk responsibilities to include Tier 1, 2 and 3 support for Virtual Desktop Integration (VDI) based on VMware and HP infrastructure.
  • Through standardization of work process, and forecasting and scheduling of new work, was able to achieve 70% increase in overall ticket count with no increase in staffing.
  • Instituted review process with school cadre to identify and track classroom technical requirements in advance of class start date. Process allows load leveling of technical staff workload for multiple classes to be configured and be ready when scheduled. Technical activities can then be focused on exceptions when classes start.
  • Continually analyze ticket data to identify recurring events and trends. Top issues reviewed for possible escalation, revisions of process or other common remedial actions.
  • Team supported multiple Warriors to Workforce inter' cohorts. Installed, configured and provided ongoing support for various 508 compliant applications and devices within classrooms and office space to meet unique requirements of impaired or disabled veterans.
Candidate Info
22
years in
workforce
5
years
at this job
BA
Project Management Professional
9

Service Desk Analyst

Used Remedy ticketing system to document client issues, escalations, and solutions.

  • Used I3 to maintain client queues and answer calls in a timely manner.
  • Assisted 7 different clients in resolving technology-related problems such as software, hardware, mobile devices, and internet connectivity.
  • Worked in a self-motivated environment with frequent changes in policies and procedures.
  • Applied critical thinking to solve problems that did not have documentation.
  • Provided daily callbacks to customers to ensure that issues were resolved or escalated.
Candidate Info
5
years in
workforce
1
year
at this job
HS
High School Diploma
AAS
Photography
10

Service Desk Associate

Audited cash register tills from the sales floor to ensure they maintained the proper balance.

  • Audited the store's primary cash drawer and cash safe through physical verification and using the store's computerized sales system, handling up to $50,000 in cash at a given time.
  • Performed store bookkeeping duties.
  • Assisted service leaders in managing up to 20 employees at a time.
  • Performed daily Western Union transactions.
Candidate Info
4
years in
workforce
4
months
at this job
BS
Accounting

Your Resume, Made Easy.

You are looking for your dream job and need a resume? My Perfect Resume is your solution and takes the hassle out of resume writing. Create the perfect job-worthy resume effortlessly in just a few clicks!