Service Desk Resume Samples - Page 2

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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.

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11

Process Management and Implementation Specialist (bearingpoint Service Desk)

Responsible for coordinating with BearingPoint IT and external vendors to implement solutions for the BearingPoint environment as well as creating and developing the process used by the service desk to support applications. Third level support for the BearingPoint Service Desk, including server support, user management, security access and issue resolution.

  • Created and maintained 1000+ pages of process for use by off-shore service desk.
  • Managed team responsible for daily user management, VPN and remote dial-in security access to the BearingPoint domain.
  • Coordinated with BearingPoint IT to develop and implement technical solutions for data retention and security in relation to Sarbanes-Oxley.
Candidate Info
9
years in
workforce
1
year
at this job
BS
Mass Communications
12

Manager - Enterprise IT Service Desk

Managed a team of 8 IT Professionals both locally and remote in the daily execution of the IT Service Desk

  • Develops Service Level Agreements to set expectations and measure performance enterprise wide
  • Researched, designed and implemented an ITIL Service Desk structure for all manufacturing and sales warehouses
  • Managed and coordinated urgent and complicated support issues
  • Responsible for all IT network, hardware, and software related issues for a user base of over 4000
  • Researched and recommended innovative process improvements and methodology which leveraged resources
  • Negotiated contracts with multiple vendors to provide best value and solutions
  • Worked with outside auditors to bring Service Desk process and procedures SOX compliant
  • Trained, coached and mentored Service Desk and Desktop Support Analysts
  • Served as project owner and facilitator for enterprise wide ITSM software rollout and implementation
  • Managed and developed a process for communicating outage/emergency activities to the organization
Candidate Info
11
years in
workforce
2
years
at this job
Computer Programming And Information Systems
13

Manager, IT Service Desk

  • Responsible for IT Service Desk and network operations for global NGO building literacy programs in ten developing countries. Managed San Francisco in-house IT team who provided direct desktop support to 120 administrative and fundraising staff in seven countries and 3rd-tier network and organizational support to local IT staff in ten additional program countries.
  • Managed project to migrate 700+ global users from on-premises Exchange to MS Office 365.
  • Reduced open support tickets from 600+ to under 50.
  • Managed project to stabilize IPSEC connections between California datacenter and ten remote offices in developing countries.
  • Developed online IT Support Center Portal utilizing Desk.com.
  • Contributed to ongoing projects including: migrating from on-premises MS files shares and essential services to SaaS “cloud” solutions; customer service training for IT support staff.
Candidate Info
14
years in
workforce
10
months
at this job
BA
Economics
14

Customer Service Desk Clerk

Planned over 200 itineraries and passenger manifests daily using schedules and computers.

  • Ability to work independently: planned, organized, and handled multiple priorities in a caseload and office setting.
  • Manifested and confirmed reservations for transportation using telephones and computers.
  • Skilled in information collection through interviewing, obtaining, reviewing reports, documents, and records.
  • Answered inquiries regarding schedules, procedures, and policies, or materials needed by customers.
  • Maintained computerized inventories of available customer space, customer records, office materials and supplies for over 2500 customers.
  • Conferred with customers to determine their service requirements and material preferences.
  • Ability to interpret and apply standard operating procedures, laws, policies, regulations to ensure compliance and produce outcomes and results.
Candidate Info
12
years in
workforce
1
year
at this job
HS
High School Diploma
15

Service Desk Associate

Managed service desk assisting customers with purchases, exchanges, refunds, and item holding.

  • Assisted with new employee training including store policies, services, financing options, and register operations.
  • Answered telephone inquiries from customers and stores regarding product availability and other service issues.
  • Maintained thorough knowledge of store merchandise, and responsible for selling in store credit cards.
Candidate Info
5
years in
workforce
1
year
at this job
16

Service Desk Analyst

  • Provided technical support for internal users in a mostly Windows-based environment via in-person, phone, and email (both on-site and remotely) for thin clients, workstations, virtual machines, printers, telephones, and A/V equipment.
  • Monitored and maintained user profiles, distribution/security groups, permissions in Active Directory, Exchange, application, and file servers.
  • Kept ticketing system up to speed and documented processes and information for the team.
  • Took lead in Windows 7 imaging and deployment across the company
Candidate Info
6
years in
workforce
2
years
at this job
HS
High School Diploma
AS
Computer Science
17

Service Desk Technician

Played a key role in ensuring a proficient workforce and significantly reducing system downtime

  • Provided direct customer service and technical support via phone, email, online systems and in person to 3500+ users, locally, and remotely
  • Troubleshoot network connectivity, network printing and user access issues
  • Helped configure and troubleshoot client-to-server and server-to-server tunneling VPN connections
  • Responded to telephone inquiries concerning support requests, systems status, and network connectivity
  • Assisted clients with creating a user account, password reset, network ID and elevating rights to all users via Active Directory
  • Blackberry assistance to users with password reset, software upgrade, and email syncing/text issues.
Candidate Info
2
years in
workforce
2
years
at this job
BS
Computer Science
18

IT Service Desk Specialist

Ensured customers receive immediate and high quality customer service

  • Received customer requests via ACD calls, automated ticket generation, voicemails, and personal visits
  • Registered all requests through a call tracking tool
  • Performed first responder duties to include onsite repair
  • Utilized approved knowledge tools to resolve or escalate requests
  • Managed the communication of status updates to customers
  • Ensured all requests/tickets are properly documented
Candidate Info
20
years in
workforce
2
years
at this job
19

Service Desk Lead

Assisted in introducing and implementing an IT Service Desk with business aligned SLA's.

  • Responsible for the day to day operations of the IT Service Desk and ensuring all requests and incidents are resolved within business SLA's.
  • Introduced, implemented, and currently maintain Microsoft System Center Service Manager 2012 SP1 as the IT department's ticketing system.
  • Responsible for hardware and software asset management and for procuring all new hardware and software for the business.
  • Management of the company's cellular devices and data plans according to the current requirements of the business.
  • Member of the Desktop Support team that provides support for more than 300 PCs, Laptops, Thin Clients, Barcode Scanners, Network printers and software issues via remote and onsite support for more than 400 end users.
  • Member of an on call rotation for providing 24/7 support to end users.
  • Customer Advocate between the Business and the IT Department.
Candidate Info
15
years in
workforce
2
years
at this job
C
It Service
20

Service Desk Technician

Served as Tier II Service Desk Technician responsible for configuring laptops with Full Disk Encryption, Remote Access Configuration, VPN Client Software, and additional software utilizing Microsoft System Center Configuration Manager (SCCM)

  • Responsible for configuring and troubleshooting BlackBerry's for US Army Intelligence and Security Command (INSCOM) VIP customers allowing DoD Enterprise Email on mobile devices
  • Implemented resolutions to applicable technical issues through extensive research and strict compliance with established tactics, techniques, and procedures.
  • Installation, upgrade, support, and troubleshoot printers, computer hardware, Windows 7, Office 2013 and other authorized desktop applications and peripheral equipment
Candidate Info
8
years in
workforce
9
months
at this job
BA
Information Security

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