Service Desk Resume Samples - Page 4

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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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31

Manager, Service Desk

Manage front line support team in multiple locations for all Choice Hotels associates

  • Provide support to all levels of the company
  • Ability to work through all levels of the organization (C-level to the line worker) to deliver IT solutions and resolution to issues, ranging from simple to complex
  • Managed deployment of many major initiatives to all associates including Windows 7/Office 2010, 2 Factor VPN, Hard Drive Encryption.
  • Manage inventory of systems (desktops and laptops) to deploy to new users and replace end of life hardware.
  • Establish and maintain vendor relationships in support of business needs
Candidate Info
19
years in
workforce
5
years
at this job
BA
Business Administration
Technology And Windows Networks
32

IT Service Desk Technician

Implemented Vital user level trouble isolation for desktops, application, LAN, WAN, VPN problems and Citrix support.

  • Worked with desktops, laptops, printers, plotters, blackberries, iPhones, air cards, and other peripheral devices.
  • Accomplished troubleshooting, software installation, and phone support for Windows XP and Windows 7 based desktop computers and laptops.
  • Executed remote technical support for end users.
  • Contributed in technical projects as a task owner.
  • Performed crucial tasks related to the management of user accounts in Active Directory.
  • Assess, prioritize and escalate reported issues with systems and servers.
  • Managed small projects requiring a single resource.
  • Tracked IT equipment for installation and repair.
  • Worked with external vendors and partner support as necessary to resolve incidents.
Candidate Info
6
years in
workforce
1
year
at this job
BS
Information Technology
33

Service Desk Technician

Made reasonable procedure exceptions to accommodate unusual customer requests.

  • Provided accurate and appropriate information in response to customer inquiries.
  • Built customer loyalty by placing follow-up calls for customers who reported on site issues.
  • Provided cross training to staff members.
  • Properly directed inbound calls in phone queues to improve call flow.
Candidate Info
11
years in
workforce
2
years
at this job
34

Service Desk Technician

Received service tickets and employed root cause analysis to troubleshoot and solve user issues

  • Documented resolutions to increase efficiency and productivity
  • Employed ITIL best practices for consistent quality and efficient problem resolution
  • Aided in driving efficiencies, resulting in greater user satisfaction and lower ticket volumes
Candidate Info
5
years in
workforce
3
months
at this job
BS
Landscape Management
Graphic Design
35

Service Desk Team Lead

Tier 2 / Tier 3 support providing prompt initial response to Priority 1 technology challenges.

  • Extensive knowledge of PC hardware, Thin Client, Desktop Operating System options, POS systems, and network functionality.
  • Provide customer regular communication regarding status of repair/install including notification when repairs are complete, as well as customer validation that repairs were satisfactorily completed.
  • Interview, hire, train, coach, and succession plan Service Desk specialists.
  • Partner with VP's, engineers, and SME's to achieve outcomes aligned with corporate objectives.
  • Create and deliver Service Desk performance dashboard to C-Level monthly.
Candidate Info
17
years in
workforce
1
year
at this job
36

Service Desk Specialist

Helped manage 45,000+ employees and over 1 million patients

  • Provided remote assistance via RDP and VPN
  • Triaged tickets to appropriate groups
  • Filtered 80+ calls daily (80% first call resolution)
  • Performed password resets / hardware troubleshooting
Candidate Info
10
years in
workforce
1
year
at this job
37

Service Desk Technician

Help Employees and Customers through the phone, VNC and Turbomeeting, with software and webpage issues.

  • Help Users with password resets, distribution lists, and Security Groups
  • Maintained 1000+Dell workstations and laptops, throughout out terminals in the Northeastern US. Hardware installation and repaired when needed.
  • Upkeep and service, printers and scanners onsite.
  • Using Service Desk Pro, created and maintained tickets and kept them updated with precise documentation.
  • Image new PC's to replace End of Life PC's using Microsoft's Imaging Server
  • Help setup users on new iPhones and set up email on the phones with Airwatch Software
  • Worked on projects at satellite terminals to upgrade workstations, fix printer issues, and work on forklift scale issues when needed.
  • Supplied users with accessories for PC, iPhones, and iPads
Candidate Info
7
years in
workforce
7
years
at this job
BA
Bachelor of Arts
38

Service Desk Analsyt 1

Troubleshoot internal hardware, software & network issues for multiple hospital accounts

  • Backup Incident/Problem Manager of Hospital For Special Surgery
  • Install and reinstall software, printer drivers and other software programs for level 1 and level 2 clients
  • Walk clients through how tos for multiple clinical and non-clinical applications
  • Responsible for providing elite business to business customer service
  • Ensure tracking support & resolution of trouble tickets using multiple ticketing systems
Candidate Info
2
years in
workforce
1
year
at this job
AAS
Electrical Engineering And Communications Technology
BS
Information Systems And Cybersecurity
39

Service Desk Manager

Provide process, management and direction to a staff of 5 Service Desk technicians

  • Responsible for monitoring, delegating Service Desk requests while assuring customer satisfaction
  • Prioritize tickets while maintaining and following SLA requirements while following ITIL standards
  • Develop and manage a consistent above satisfactory level of support for over 600 users
  • Provide input to executive management of effectiveness and improvements if needed
  • Provide input to company management of known issues and or better processes/recommendations
  • Manage network/telecom first/second level of support (Phone, smart phone, email, shares, cabling)
Candidate Info
24
years in
workforce
3
years
at this job
C
Certificate
Sciences
Criminal Justice
40

Service Desk Analyst

Provides front-line diagnosis and support for all Information Services problems and/or requests for service.

  • Processes customer requests via phone, Intranet and e-mail with appropriate customer interaction skills.
  • Follows documented procedures and processes. Determines the best resolution workflow from scripts in the Help Desk knowledge management system.
  • Executes key phases of resolution workflow including problem receipt, triage, resolution and closure, and problem referral to the designated resolver group.
  • Provides thorough documentation of all reported issues within the Help Desk tracking system.
  • Provides ad hoc assistance to other members of the Help Desk team.
Candidate Info
12
years in
workforce
6
months
at this job
BS
Psychology

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