The first step in crafting your own resume is to consult our IT help desk resume sample. It contains essential tips and advice for creating and formatting concise, professional-level content that puts your skills and accomplishments front and center. Keep our guide and the PDF example with you as a reference while drafting your own document. After following our guidelines, working on your content, and polishing your document, you’re ready to release it out into the wild and catch a hiring manager’s interest.
IT Help Desk Resume Sample
Veteran IT help desk agent with 10 years of experience providing end user support in higher education and telecommunications environments. Patient professional skilled in instruction; troubleshooting; diagnostics; and problem-solving for software, hardware, and operating systems issues. Extensive knowledge of office productivity, asynchronous online learning, and mobile device services and systems.
- Software installation
- End user training
- Technical documentation
- Problem diagnosis and resolution
- Excellent communication skills
- Conflict resolution and customer service
- Fluent in Spanish
Cumberland County Community College, Bridgeton, NJ
- Provide second-level technical support to learners, instructors, and college staff
- Perform troubleshooting, problem resolution, and software installation using remote desktop tools such as LogMeIn and TeamViewer
- Write and edit user guides, step-by-step instructions, and other documentation for end users and first-level help desk agents
- Recommend new technological tools and system improvements to management based on end user feedback
- Escalate outstanding system-wide issues to third-level support staff, including network admins, on-site technicians, and application developers as specified by service level agreements
- Awarded “Employee of the Year” in 2017
New Jersey Institute of Technology, Newark, NJ
- Answered telephone, live chat, email, and walk-in service requests
- Diagnosed and resolved hardware, software, and operating systems problems for students, faculty, and staff
- Composed and revised entries for contact center’s knowledge database
- Advised and assisted other help desk analysts as a Subject Matter Expert in Populi and Microsoft Office
- Earned “extremely satisfied” ratings from end users on 90% of surveyed interactions
- Achieved 85% first call resolution rates consistently over a two-year period
Verizon Wireless, Hilliard, OH
- Responded to incoming calls and live chat sessions from mobile device customers
- Provided information about service plans, additional subscription options, and device features
- Processed orders for new, upgrade, or disconnect service requests
- Performed first-level troubleshooting and resolution for voice mail, wireless internet access, connectivity, and other common device problems
- Suggested device upgrades and accessories to customers
- Calmed upset callers and offered conflict resolution to continue and build customer relationships
Associate of Arts in Communications Studies, 2016
The College of New Jersey, Ewing Township, NJ
Certified Contact Center Professional, 2014
Customer Service Institute, Newark, NJ
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Is This A Good IT Help Desk Resume? Let’s Check
This jobseeker used multiple sections of the resume to emphasize her investigative and problem-solving skills. She included “troubleshooting, diagnostics, and problem-solving” in her summary statement, then followed up in her skills section by listing “problem diagnosis and resolution.” Moreover, she called attention to these abilities in all three positions in her work experience section. You’ll notice she both included details on how she used these skills in each job and used specific metrics to underscore her success. For instance, she mentions an 85% first call resolution earned in the second job of this section.
The jobseeker used several tactics to illustrate her soft, or “people” skills, throughout this resume. She begins in her summary statement with the phrase “patient professional skilled in instruction,” then continues by listing her communication, conflict resolution, and customer service abilities. Furthermore, she mentions conflict resolution in her work experience. Finally, results and metrics speak loudly. She uses them to her advantage, demonstrating proof of her customer-service abilities by including her “extremely satisfied” ratings for over 90% of customer interactions in two of her job descriptions.
Absolutely. By employing strong action verbs for each bullet point in these descriptions, she paints a clear picture of how she’s made important contributions to each organization. Also, her job history shows a clear progression of how she’s gained more skills and responsibilities over time. That includes instances of leadership, such as when she “advised and assisted other help desk analysts as a Subject Matter Expert” for the second job in this section.
It definitely does. She’s listed her associate’s degree in communications, plus all applicable certifications she’s earned. As competition for help desk jobs can be fierce, including specialized education and professional training is a smart move.
Yes, on all three counts. This jobseeker’s language is concise, descriptive, and well-chosen. She’s added industry-specific achievements, applicable skills, and clearly phrased metrics while limiting her descriptions to only the necessary details. Not only that, its structure employs bullet points and headings that allow a hiring manager to quickly skim its contents.