When writing a Help Desk Worker resume show you have an exceptional focus on customer service delivery and are a quick learner who can swiftly resolve a callers issues.

Here are 3 examples of what you should put in yours.

 

 

Help Desk Worker resume example 1

 

PERSONAL SUMMARY

Maxine is a good listener who enjoys helping people. She always puts the customer first and at the centre of everything that she does. A true professional who understands the importance of the ‘frontline’ role service desk and its impact of the image of a company. Has knowledge and understanding of helpdesk processes, procedures, systems and tools. Possesses excellent customer service, telephone, and written communication skills. In her current role she helps the firm’s clients via telephone, e-mail, and web portal in a professional, courteous, and urgent manner. She works as part of a big operation, which has offices all around the country and globally. Through her career she has gained experience of administering and supporting the latest Microsoft technologies. On a personal level she has a resilient work ethic and strives for continuous improvement in everything she does. Right now, she would like to join a company where staff can be themselves and succeed on merit.

 

CAREER HISTORY

HELP DESK WORKER – Start Date – Present
Employers name – Location
Responsible for being the key technical point of contact for resolving a customer’s technical problems or requests.

Duties;

  • Providing first and second-line support to clients via phone, email, and face-to-face interactions.
  • Building effective relationships with clients to reach mutually beneficial solutions.
  • Checking to see that jobs have been completed on time and to specification.
  • Helping callers with forgotten passwords, viruses or email issues.
  • Being the first point of contact for technical service requests.
  • Asking probing questions so as to understand the needs of the caller.
  • Prioritizing calls depending on their importance.
  • Testing fixes to ensure a problem has been adequately resolved.
  • Recording, tracking, and documenting all Service Desk requests.
  • Maintaining high standards whilst working quickly on complex issues.
  • Walking customers through the problem-solving process.
  • Managing and monitoring the service desk mailbox.
  • Escalating matter appropriately and to the correct department.
  • Answering incoming customer telephone calls in a courteous and professional manner.
  • Following up with customers to ensure issues are resolved.
  • Setting up accounts for new users.
  • Training up junior staff members on troubleshooting and diagnosing problems.
  • Acting as an ambassador for the company in every interaction with clients or third parties.
  • Being part of the on-call rota for out of hours duty management.
  • Running diagnostic tests to identify issues and resolve problems.
  • Updating administrative records on all technical issues and their resolutions in a clear and concise manner.
  • Working on the online helpdesk system corresponding with clients via email.

JOB TITLE – Start Date – End Date
Employers name – Location


KEY SKILLS AND COMPETENCIES

Professional

  • Have a very clear, professional, and accurate tone of voice.
  • Capacity to meet tight deadlines.
  • Ability to take direction and accept supervision from superiors.
  • Prepared and willing to work evenings and weekends.
  • Testing and fixing faulty equipment.
  • Managing more than one task at a time.

Personal

  • Quick learner who can swiftly grasp what an issue is all about.
  • Never making promises that cannot be fulfilled.

 

AREAS OF EXPERTISE

Client interaction
IT support
Resolving issues
Customer service
Getting answers

 

ACADEMIC QUALIFICATIONS

University name  –  Degree details              Study Dates
College name      –  Qualifications                Study Dates
School name       –  Subjects / Grades          Study Dates

 

REFERENCES

Available on request.

 

 

 

 

Help Desk Worker resume example 2

 

PERSONAL SUMMARY

A patient Help Desk Worker who can translate technical knowledge into actionable direction. Maxine will ensure that every interaction results in a high level of customer satisfaction. She has the strong analytical and problem-solving skills needed to identify issues and propose solutions. Has extensive in-depth experience in previous similar roles and a good understanding of Personal Computers (PCs) and the latest software packages. You can rely on her to strictly follow a firms procedures and policies to ensure end-user concerns are handled in a timely, professional, and courteous manner. At the moment she works for ………. where she liaises directly with end users to provide them with quick service restoration. With colleagues she has a reputation for quickly resolving problems in a respectful manner. Aside from her technical competencies she has a desire to continue to progress in this field by taking on new challenges and responsibilities. Currently looking for a suitable role that has an attractive remuneration package.

 

CAREER HISTORY

HELP DESK WORKER – Start Date – Present
Employers name – Location
Responsible for ensuring that all customers are not only assisted, but also treated efficiently and in an appropriate manner.

Duties;

  • Troubleshooting and resolving issues and problems promptly and efficiently.
  • Assisting customers and end users with questions on product installation, usage, and implementation.
  • Taking the lead on monitoring the quality of responses to tickets.
  • Raising orders through an in-house system.
  • Handling aggressive and rude callers in a calm and professional manner.
  • Engaging with colleagues and stakeholders to resolve IT queries efficiently.
  • Being discreet when handling highly sensitive information.
  • Analysing call logs so as to spot common trends and underlying problems.
  • Communicating effectively with technical and non-technical colleagues at all levels of the company.
  • Documenting problems in the ticketing system.
  • Working with engineers to resolve incidents.
  • Performing post-resolution follow-ups to help requests.
  • Notifying senior management staff of any calls of a serious nature.
  • Assisting clients to instal and configure computer systems over the phone.
  • Providing accurate information on IT products or services.
  • Delivering when required inductions and basic training in the use of IT facilities.
  • Diagnosing system errors and other issues.
  • Testing out new technology.
  • Keeping the customer updated at all times of what is going on.
  • Providing regular updates to the management team on adherence to Service Level Agreements.
  • Escalating major issues where appropriate.

JOB TITLE – Start Date – End Date
Employers name – Location


KEY SKILLS AND COMPETENCIES

Professional

  • Proficient in Microsoft Office applications, particularly Excel and PowerPoint.
  • Have previously worked in full time and part time positions.
  • Ability to work independently and as part of a team.
  • Can deal with difficult callers.
  • Presenting ideas in a user-friendly language.

Personal

  • Superb rapport-building skills.
  • Experience working in a team-oriented, collaborative environment.

 

AREAS OF EXPERTISE

Technical assistance
Isolating problems
Finding solutions
Troubleshooting issues

 

ACADEMIC QUALIFICATIONS

University name  –  Degree details              Study Dates
College name      –  Qualifications                Study Dates
School name       –  Subjects / Grades          Study Dates

 

REFERENCES

Available on request.

 

 

 

 

Help Desk Worker resume example 3

 

PERSONAL SUMMARY

Maxine has a long record of first-time fixes. She has extensive experience of working in a Helpdesk role, using Computer Aided Facilities Management systems. A proven communicator with the ability to build and maintain positive relationships, both internally and externally. Can work under broad direction as well as manage own workload. In her current role she supports the IT manager in the day-to-day running and development of the company’s computer, network, and web infrastructure. At work has a reputation for measuring service level performance on a weekly basis, so as to identify and implement people, process and systems improvements. Through her career she has learnt how to swiftly assist clients to solve issues with a particular product and elevate complex problems to a senior management level. On a personal level she has an awareness of her own capabilities and limitations. Right now, she would like to join a reputable  company where suitable candidates will be interviewed promptly upon receipt of application.

 

CAREER HISTORY

HELP DESK WORKER – Start Date – Present
Employers name – Location
Responsible for dealing with support calls in a busy office, under the direction of the IT Manager.

Duties;

  • Spending most of the day on the phone or emailing clients, users or colleagues.
  • Resolving client software and hardware issues to help them get back up and running again.
  • Completing all applicable troubleshooting steps to resolve issues.
  • Assessing malfunctions of hardware and software applications and coming up with solutions.
  • Performing daily checks on IT equipment.
  • Contributing to the development and improvement of all helpdesk policies, procedures, and standards.
  • Triaging and troubleshooting both big and small issues to a customer’s satisfaction.
  • Attending internal training to keep up to date with the latest technology and internal system processes.
  • Using automated diagnostic programs to solve network problems.
  • Adhering to all established work and safety procedures.
  • Updating self-help documents so users can try to fix problems themselves.
  • Resolving incidents with printers, copiers and scanners.
  • Carrying out a range of administrative duties related to this role.
  • Documenting all end user communications, actions taken, and customer interactions.
  • Identifying and suggesting possible improvements to a client to resolve their problems.
  • Recording fault and resolution reasons in feedback logs to support analysis and future improvement of services.
  • Being a role model for junior staff by strictly complying with all rules and regulations.
  • Writing up and editing training manuals.

JOB TITLE – Start Date – End Date
Employers name – Location


KEY SKILLS AND COMPETENCIES

Professional

  • Up-to-date technical knowledge.
  • Flexibility to work a variety of shifts with minimal notice.
  • Knowledge of e-procurement systems and tools.
  • Ability to maintain stamina and focused throughout a busy day.
  • Hands on experience with diagnosing and resolving basic technical issues.

Personal

  • Can remain calm in a busy environment.

 

AREAS OF EXPERTISE

Implementing solutions
Escalating problems
Asking questions

 

ACADEMIC QUALIFICATIONS

University name  –  Degree details              Study Dates
College name      –  Qualifications                Study Dates
School name       –  Subjects / Grades          Study Dates

 

REFERENCES

Available on request.

 

 

 

Helpdesk CV examples
Helpdesk CV sample
Student entry level Helpdesk resume template

 

Helpdesk cover letters
Helpdesk cover letter
Helpdesk cover letter 1
Helpdesk cover letter 2
Helpdesk cover letter 3

 

Resume templates
Resume template examples