IT Help Desk Resume

The Help Desk professionals working in the IT sector are accountable for answering questions related to technical glitches. They have to handle a wide range of responsibilities right from inspecting problems in the operating system when it goes corrupt to installing a new peripheral device for a PC to providing step-wise instruction for resolving issues for remote systems. To work for this profile, your resume must demonstrate technical prowess and abilities to handle multiple user requests with the right ticket generation system. As it is mostly a fast-paced job, you might be expected to work under constant pressure, and meet deadlines. Therefore, you need to have strong communication skills and an ability to prioritize tasks. Furthermore, the resume must also include buzzwords related to the IT desk support profile, and your ability to work well in a team. For further assistance, just check out our sample for this post and customize your document accordingly.

Sample IT Help Desk Resume

Danny K. Galveston
484 Walt Nuzum Farm Road
Rochester, NY 14611
Phone: 093-812-7189
Email: danny.galveston@anymail.com

Job Objective:

Certified and experienced IT Help Desk Supporting professional seeking a challenging opportunity with an organization to provide exceptional service to clients, and resolve issues within time limit.

Summary of Skills:

Comprehensive knowledge about PCs, laptops, printers, scanners, and other peripheral devices
In-depth working knowledge of various operating systems and different applications such as anti-virus protection, diagnostic tools, and communication software
Ability to diagnose, and PC workstation related problems on site as well as at remote location
Capable of dealing with anxious or agitated clients by maintaining a clear, calm, and polite demeanor
Ability to multi-task and work under pressure as well as deal with difficult technical issues
Exceptional in problem-solving along with strong organizational, and communication skills

Work Experience:

IT Help Desk Support
U.S. Electrical Services, Inc.
Rochester, NY 14611
March 2016 – Present

Managing accurate processing of incoming service requests in the section with team for both telephone and email to give timely solutions of customer problems
Providing Help Desk support and ticket resolution service to all end-users on the USESI network
Diagnosing networking problems, and recommending possible solutions
Supporting and resolving all hardware and software issues related to the computer systems, wireless phones, printers, and other peripheral devices
Evaluating, prioritizing, and resolving service requests for providing excellent customer service
Supervising a team of 20+ Help desk professionals to solve remote network problems using diagnostic software
Arranging for technician visit at client's apartment for issues that cannot be handled over the call or mail

IT Help Desk Support Assistant
Merlin Global Services, Rochester, NY
August 2014 – February 2016

Recorded calls with complicated technical issues, and provided answers to end-users to take first level corrective actions
Performed installations, upgrades, and data migrations for 100+ computer workstations within the company at the time of new department setup
Provided 1st and 2nd line support to the clients, customers via telephone or by using remote desktop tools
Managed a team of 10 junior to provide first-level application, and end level support for all business applications
Prioritized outstanding IT support calls, and scheduled them to the relevant IT support technicians for resolving complicated issues
Provided appropriate advice and demonstrations for the use of software and hardware to the end user for operating systems that have been configured for specific purpose
Tracked and analyzed the ongoing service requests in Help Desk section to generate accurate statistical reports

IT Help Desk Support Trainee
Merlin Global Services, Rochester,
NY
July 2013 – July 2014

Installed, tested, and configured new computers, peripheral systems, and required application software
Answered 20+ calls per day to listen to customer complaints, and jotted down important points in their problems
Worked in rotating shifts as needed and asked questions to determine the exact cause of the problem before preparing a concise report
Analyzed problems and instructed the end-users on how to resolve the issue by giving step-wise solutions
Escalated complicated issues to the senior level colleague or supervisor and maintained proper follow-up to ensure high customer satisfaction
Attended weekly training sessions to understand the values and vision of the organization and adhered to the policies for carrying out assigned duties

Education:

Microsoft Certified Desk Support Technician (MCDST), 2015
Diploma in Information Technology, 2014

Certifications:

Google IT Support Professional Certificate, 2013
Help Desk Certificate: Networking Essentials by Microsoft, 2012
CompTIA A+ Certification, 2011

Reference:

On request.