Service Desk Resume Samples - Page 3

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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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21

Service Desk Trainer

Trained incoming and experienced analysts for the Incident Handling and Ticket Processing teams

  • Consona Knowledge System Subject Matter Expert and Author
  • Created and published support documentation
  • Checked support documentation for technical accuracy
  • Service Desk Support Analyst 1, 2, Team Lead, and System Analyst 2
  • Provided support to staff, faculty, and students
  • Reset passwords in multiple environments
  • Performed troubleshooting in systems such as Active Directory, Knowledge Online, Kronos, Lawson, SQL, ImageNow, CARS, Campusvue, PACE, Ecollege, Eleads, Srconsole and Oracle.
Candidate Info
8
years in
workforce
8
years
at this job
BS
Information Technology
22

Service Desk Technical Analyst

Providing phone and email support, and opening, closing, and escalating tickets

  • Analyzing and resolving incidents and request regarding software and hardware
  • Follow up with support staff ensuring that incidents are resolved and completed
  • Building a strong customer support relationship by ensuring timely resolutions and escalations
  • Basic Troubleshooting and supporting O365, IPhone, Active Directory and Windows 7 end users
  • Installing, uninstalling, updating applications, supported local and remote users
Candidate Info
2
years in
workforce
9
months
at this job
Network Career Program, Computer System Institute
23

Associate Service Desk Technician

Provided support of various hardware and software issues using Service Desk Express ticketing system

  • Administered user accounts in an Active Directory domain
  • Worked closely with second tier support to resolve outages and issues that would arise
  • Maintained and owned ongoing project to redesign primary knowledge base using Dot Net Nuke
  • Responsible for daily metrics and providing monthly reports to supervisors and managers within IT
  • Assisted local second tier support with resolving legal holds
  • Developed familiarity with Resource Management Software such as LANDesk and Altiris
  • Managed critical business peripherals such as printers and mobile devices.
Candidate Info
1
year in
workforce
1
year
at this job
BA
Political Science
24

Customer Service Desk

  • Gained detailed feedback for programs of loyalty and shopping opportunities in stores
  • Influenced customers and co-workers guiding with leadership and strong motivation to sell
  • Recommended information to provide full customer service to online customers and callers on the telephone
  • Originated pricing data with technical pricing systems at cash register
Candidate Info
5
years in
workforce
2
years
at this job
AA
Associate of Arts
BA
Computer Information Systems
BS
International Affairs
25

Workload Manager - Technical Service Desk/sme

Currently train new hire agents and assisted in the creation of new Honeywell knowledge base articles and technical exams.

  • Empower the current Level 2 tech leads the necessary skills to better assist phone agents.
  • Demonstrate excellent time management skills by prioritizing issues affecting Honeywell contract stability, such as Hardware ticket service level.
  • Perform Remedy ticket auditing, trend tracking, and discussion on daily conference calls with both Dell and field technicians.
  • Compiled daily reports which track agent performance metrics using MS Excel, and then advocated pro-active steps to help prevent future errors.
  • Coach agents on hardware/software coded tickets, while simultaneously providing constructive feedback for improved performance.
  • Handle nearly all front line email/phone communication between Dell and the onsite field technicians to facilitate timely corrections.
  • Support the majority of all Honeywell client relations to ensure both understanding and competence at the service desk level, including "goodwill" customer callbacks.
Candidate Info
25
years in
workforce
12
years
at this job
AS
Computer Information Systems
26

Service Desk Associate

Performed complex operations necessary for opening and closing the store

  • Provided excellent customer service while handling various transactions
  • Managed the cash drawer, provided funds to cashiers, delegated money runs
  • Appropriately handled customer complaints as necessary
  • Accepted incoming calls, handled customer inquiries and directed calls to respective coworkers
  • Coordinated closely with departments, loss prevention and store management
Candidate Info
3
years in
workforce
4
months
at this job
BA
Art
27

Service Desk Technician

Provided phone support for camp personnel, and elevated support for active mission personnel including JOC, SOC, and JNCC. Acted as an ETA providing SIPR support where tokens were involved. Assisted in Active Directory management, account management, and NSS queue management.

  • Reimaged hardware as needed
  • Maintained Active Directory requirements per DISA (i.e. Removing old accounts, creating and maintaining standardized account creation guidelines)
  • Assisted with hardware/software troubleshooting, software installation, NIPR/SIPR account creation & modification via phone as well as in person
  • Managed the service desk ticket queue with the Remedy NSS ticket system.
Candidate Info
21
years in
workforce
1
year
at this job
28

Service Desk Manager

Provided and participated in hands on expertise and resolution on a regular basis as well as managing the Help Desk group, and served as the escalation point for the group.

  • Coordinated help desk support operations with IT support teams of engineers, administrators, and managers in all offices worldwide managing the implementation of help desk related service level agreement SLA in compliance with industry standards to allow these teams to support external customers.
  • Planned, developed and implemented new support policies and procedures by establishing company-wide help desk systems and processes for managing and tracking to provide trend analysis and ticket reporting to management.
  • Reviewed reports of computer and peripheral equipment production, malfunction, and maintenance to determine costs and impact.
  • Conducted periodic performance evaluations and annual personnel reviews for staff members
Candidate Info
7
years in
workforce
3
years
at this job
Business Administration-management
29

Service Desk Analyst

Troubleshoot multiple platforms: Windows 7, Mac OS X, iPhone/iPad iOS, Google enterprise applications.

  • Used Bomgar and WebEx as a means for remote support.
  • Provide first level support for multiple enterprise applications such as MS Office, Google Apps which includes e-mail, calendar/scheduling, word processing, spreadsheets, presentations, Internet browsers, as well as department-specific specialized applications.
  • Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests.
  • Help identify and implement innovative solutions for customers.
  • Ensured that resolutions are consistent with standards and do not introduce additional conflicts.
  • Managed user accounts via Active Directory.
Candidate Info
4
years in
workforce
4
months
at this job
BS
Business Information Systems
Front End Web Development Basics
30

Service Desk Technician

Build, refreshed laptops and desktops to be deployed to users

  • Created Active Directory accounts and exchange accounts for new users
  • Create and edit phone numbers for new users, as well as configuring cisco 7945 hardware
  • Used and created Powershell/batch scripts to copy and silently install software on user's machine
  • Provided "New Hire" training classes on company IT policies and securities.
  • Created, updated IT-Only and "How to" documents
Candidate Info
20
years in
workforce
1
year
at this job
Computer Technology Program

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