Service Desk Resume Samples - Page 5

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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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41

Service Desk Analyst

Provide phone/field customer support for 3500 users at Security Exchange Commission (SEC) locally and regionally.

  • Monitor, address and process email concerns and requests.
  • Receive, monitor and process request for computer support utilizing IT Service Management (ITSM) database in a timely matter.
  • Provide remote access support to SEC employees and contractors who utilize a VPN client, dial-up tool, Citrix and G/ON remote connectivity.
  • Provide workstation hardware and software application upgrades and enhancements to SEC computers while ensuring customer concerns are properly escalated to the appropriate personnel.
  • Assist users with Point SEC Security issues within the agency
Candidate Info
3
years in
workforce
9
months
at this job
HS
High School Diploma
BA
Information Technology
42

Service Desk Administrator

Operations Support Desk (OSD) is the 7x24 help desk and NOC supporting Secure Flight and other programs for the Transportation Security Administration (TSA)

  • Monitoring all systems, servers, applications and network connectivity
  • Detecting & correcting errors, problems, or other events according to SOP
  • Escalating the problem to the appropriate SME and Reporting outages, incidents, and events
  • Briefs managers and support on conference bridge calls and act as the communications hub
  • Responds to emails and sends notifications on outages, creates and assigns Remedy tickets
  • 2/25/14 Active DoD Secret Clearance
Candidate Info
16
years in
workforce
1
month
at this job
BS
Business Administration
43

Service Desk Analyst I

Provides customer support of incidents regarding various application such as Epic, Landesk, IDX, IMPAX, Cerner, Citrix server, CHAIS, AgfaRis, inquiries, and requests for service via phone.

  • Logs incidents in ITSM tool, classifies, categorizes, triages, assigns and escalates incidents to appropriate points of contact as defined within the Information Services support processes.
  • Resolves level 1 and some level 2 incidents.
  • Use of remote access tools ( Bomgar, Remote Assistance, Remote Desktop) to support and resolve issues by in-house staff and off campus staff.
  • Perform User Management task for sign on and/or disabling user accounts.
  • Performs other duties as needed.
Candidate Info
24
years in
workforce
3
years
at this job
44

Service Desk Technician

Actively service and support client events at our Service Desk. Consisting of: POS, PC, Network, Phone, Paging, and Data Cable installs via sub-contractors onsite all over Canada and the U.S.

  • Collect and manage critical project data in Excel and MS SharePoint
  • Collaborate with project team individuals
  • Escalations when appropriate
  • Promote Bailiwick in a positive manner
  • Work by myself 12hr day shifts every weekend covering all Service Desk needs, along with every Friday - 12hr day shift
Candidate Info
16
years in
workforce
2
years
at this job
AAS
Computers & Digital Systems
45

Service Desk Analyst I

Part of support team responsible for troubleshooting IT questions and issues for 14 offices around the world.

  • Responsible for mobile device setup and policy enforcement for iOS, BlackBerry, and Android.
  • Supported users during new domain migration and Windows 7 upgrade projects, including training, installation, and remote assistance.
  • Member of a critical technology move team responsible for relocating 80+ users and 2 server rooms in Chicago to a new, unified office space.
Candidate Info
10
years in
workforce
2
years
at this job
46

Service Desk Analyst

Responsible for receiving all telephone requests for IT assistance, ensuring all information provided about issue is accurately recorded and fulfilled within established timeframes.

  • Handles 30-50 calls a day on average from users.
  • Creates tickets in Remedy if issue requires further intervention.
  • Provide users with information on tickets and request.
  • Maintain a 95% customer service rating
  • Troubleshoot different desktop applications/software's
  • Create/Edit accounts in Active Directory
Candidate Info
3
years in
workforce
1
year
at this job
BS
Information Technology
47

National Service Desk Technician

Provide support for currently deployed and upcoming IT assets, projects including installing, configuring, diagnosing, repairing, maintaining and upgrading all hardware and software, while ensuring optimal performance, via telephone, email and/or remote desktop connection.

  • Provide technical assistance and step-by-step solutions to end-users, when required, to remedy computer related issues.
  • Troubleshoot computer components and support replacement of hardware and software in a timely and accurate manner.
  • Troubleshoot and provide assistance with Microsoft Office products
  • Ability to type 55 wpm accurately while managing dual and triple screens effectively.
  • Handle multiple open issues and interface with customers at all levels with urgency, attention to detail and great enthusiasm.
  • Adhere to Service Level requirements and performance targets while providing high quality customer service.
Candidate Info
23
years in
workforce
1
year
at this job
BA
Bachelor of Arts
48

Service Desk Analyst

Provide level 1/Admin support to resolve computing request (hardware/software) via telephone /remote tools. Provide Computing requests include problem diagnostic/troubleshooting, and break-fix solutions. Provide constant feedback and help craft and develop new processes to help support and assess the current infrastructure.

  • Record and escalate incidents in Remedy Ticket Manager to proper resolver group.
  • Log and track inquiries using a problem management database and maintains history records and related problem documentation. Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are resolved appropriately.
  • Church Drummer of Emmanuel Christian Ministries
  • Volunteer at M. Alexander Learning Center After School Program
  • Volunteer at Abounding Grace Summer Feeding Program
Candidate Info
3
years in
workforce
1
year
at this job
BS
Computer Information Systems
49

NEC Service Desk Technician

Setup and modified NIPR and SIPR user and computer accounts in Active Directory and ITSM

  • Routed AESD and ITSM trouble tickets to appropriate offices
  • Phone consultations for troubleshooting and resolutions on variety of IT issues
  • Fixed registry issues, connectivity issues, virus removal, speeding up computers, and answered any general support questions that have arisen
  • Out of all the issues I have tackled, I have only been unsuccessful on one issue as a result of virus that encrypted everything (ransomware). There was no way to unencrypt the files without the right key so I had to reinstall windows as a clean install.
Candidate Info
13
years in
workforce
3
months
at this job
50

Service Desk Technician

Provide end user, network and system support for approximately 2000 users.

  • Address and document all end user support requests.
  • Configure and maintain Dell and HP laptops, tablets and desktops running Windows 7 Enterprise and Windows 8.1. Office 2010 and Office 2013.
  • Maintain user accounts using Active Directory.
  • Support email delivery to mobile devices using Airwatch and Active Sync.
  • Install and configure various peripheral devices including networked and local printers and scanners.
Candidate Info
16
years in
workforce
2
years
at this job

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