A Help Desk Agent acts as the first point of contact for customers who are in need of technical assistance and support. The job description involves resolving simple problems, escalating issues to specialized IT team, and reporting issues to team leads. The Help Desk Agent Resume depicts the following duties and tasks –providing basic support to customers who are facing common or basic IT issues; escalating the issues to two or three tire support teams, following up with customers, tracking call performance, and recommending product improvements.
Successful agents working at the help desk must depict the following skills and abilities – good at problem-solving, handling upset customers with poise, multitasking skills, and experience in providing technical support, troubleshooting skills, technical expertise, and knowledge of handling conflicts. Employers typically want their candidates to possess any education past an HSD or GED.
Headline : Help Desk Agent is responsible for managing the technical support process. This includes managing the customer contact, resolving customer issues and resolving problems as they arise. This can include technical support to solve customer problems, or it can be a sales/marketing position where the agent sells the product or services to customers.
Skills : Microsoft Office Suite, 10 Key By Touch, Customer Service, Peoplesoft.
Description :
Responsible for providing effective customer service for all internal and external At&t customers by utilizing excellent, in-depth knowledge of company products and programs as well as team members within the Customer Service Department.
Provided timely and accurate information to incoming customer order status and product knowledge requests.
Processed customer orders/changes according to established department policies and procedures.
Processed customer returns according to established department policies and procedures.
Executed sales, service and customer experience initiatives during outbound calls.
Met and exceed assigned goals for customer experience and reputation, sales and service, revenue and productivity.
Consistently exceeded 300 cold and follow-up calls weekly, earning recognition as one of the top 10 reps (out of 125) based on call volume.
Used Customer service Verbal and communication Typing Computer data based systems.
Experience
5-7 Years
Level
Executive
Education
Business Management
Sr. Help Desk Agent Resume
Summary : IT Professional with more than 10 years of experience problem solving. Goal oriented and self motivated, able to work effectively alone and within a team atmosphere with excellent interpersonal skills. Driven to solve problems by identifying the issue through active listening and detailed problem diagnosis, followed by using a combination of knowledge, research skills and creative thinking to produce and implement an appropriate solution.
Skills : MS Windows, MS Active Directory, AS/400, Salesforce, Oracle, Command, Compass Documents, Compass Appointments, Lotus Notes, MS Outlook, MS Word, MS Excel, Remedy Trouble Ticket, Printer, Fax, Copier, Scanner.
Description :
Responsible for accurate and efficient problem diagnosis and dispatching to other contracted service providers.
Focused on having excellent customer service skills.
Responsible for efficiently and effectively solving issues presented by customers over the phone, email or web site.
Responsible for remaining organized and properly documented all work completed using the tools provided.
Provided telephone and on-site support and training for a customized software package used by Automobile Dealers.
Researched issues in an internal database using SQL, duplicated problems on local systems provided solutions and escalated cases as needed.
Monitored system performance, troubleshot and configured the software using remote diagnostic and management tools.
Conducted telephone and email support and training for a customized software package and web-based tools used by real estate agents.
Experience
7-10 Years
Level
Management
Education
Networking
Jr. Help Desk Agent Resume
Objective : Highly motivated and goal oriented Customer Service/ Help Desk Professional with successful experience exceeding customer service metrics and building customer based relationships. Proven effectiveness in PC support, application support, technical support, and problem resolution. Resourceful team member focused on quality, productivity, and results.
Skills : Microsoft Office, Data Entry, Verification, Customer Service, Management Experience, Data Analysis.
Description :
Answer calls and address user questions concerning software, hardware, email, passwords and access for laptops, PCs, tablets, and mobile devices.
Address phone, walk in and office support problems, questions, concerns and issues as part of the help desk team.
Active Directory support to include account management, password resets, group management.
Assist in identifying trends related to issues or questions raised by customers.
Evaluate and prioritize calls, walk-in traffic and e-mail request for assistance.
Pose a series of questions to customers in operating departments to understand business problems and develop technical solutions.
Provide rudimentary technical expertise on applications, technical tools, and software.
Maintain working knowledge of deployed applications and upgrades.
Experience
2-5 Years
Level
Junior
Education
Business
Lead Help Desk Agent Resume
Objective : To obtain a challenging position that will utilize prior professional experience with exemplary customer service while expanding upon educational background and aspirations.
Skills : Excellent Interpersonal Skills, Bilingual Fluent In, Microsoft Office, Windows, Excel, Written And Oral Communication Skills, Organizational Skills.
Description :
Resolve problems by clarifying issues, researching and exploring answers and alternative solutions; escalating unresolved problems.
Fulfill requests by clarifying desired information; completing transactions; forwarding requests.
Demonstrate quality communication skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction.
Use courtesy, tact, and discretion in all communications with customers.
Assist customers with a device set up and device education.
Provide the customer with logical trouble shooting to resolve operational issues.
Use a knowledge based system and other tools to deliver technical support solutions.
Experience
2-5 Years
Level
Junior
Education
Diploma
Asst. Help Desk Agent Resume
Summary : Extensive experience of over 8 years in performing Data Entry and providing excellent customer service, clerical and administrative duties and making outbound calls and answered inbound calls in a heavy call flow, call center Environment.
Skills : Microsoft Office, Vmware, SQL, Excel, Exchange Server, Windows Server 2008, Bilingual.
Description :
Worked in a high call volume helpdesk environment.
Verified the resolution of a customer's issue.
Provided technical phone support on retail products, systems and various software products.
Researched, resolved, and responded to questions received via telephone calls, letters, emails and call backs in a timely manner.
Documented, verified and made appropriate corrections to the incident record and customer profile.
Participated in special projects as assigned.
Supported less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing.
Managed operations during scheduled shifts using on-hand tools and observations.
Experience
7-10 Years
Level
Management
Education
Diploma
IT Help Desk Agent Resume
Headline : IT Help Desk Agent professional with over 9 years of experience administering server and network infrastructures. Well-versed in all facets of Windows server administration including planning, installation, configuration, and maintenance of Windows server platforms including all supporting network technologies.
Provided phone, e-mail, and remote technical support to end users.
Analyzed, troubleshot, and resolved a variety of hardware, software, and network related issues.
Used Active Directory to reset user passwords and unlock accounts.
Used Lotus Notes Domino Server to create user e-mail accounts.
Used Dameware to remotely connect to client computers and resolve issues.
Correctly categorized, prioritized, documented, and monitored problems to ensure timely resolution using the Remedy ticketing system.
Supported end-users at two separate client locations.
Provided remote technical support to approximately 15 users each day.
Experience
5-7 Years
Level
Executive
Education
Network Systems
Help Desk Agent/Analyst Resume
Headline : A hardworking, motivated and enthusiastic IT Professional over 2 years' progressive experience in computer seeking to obtain a Helpdesk position, in order to utilize professional experience and skills to contribute to a growing and cohesive organization.
Skills : A+ certification.
Description :
Designed and implemented a complex network system that used both LAN and WAN technologies.
Maximized customer operational performance by resolving IT issues in a timely manner.
Installation of windows 7 and reimaging new laptops that come to the department.
Promote Great Customer service and keep the SLA rate down.
Advice and train Users on how to resolve common everyday IT issues that happen normally.
Resolve most of the IT tickets that come in and escalate the ones that need to escalate in a timely manner.
Maintained upgrades and monitored all new Laptops and internal infrastructure equipment.
Experience
5-7 Years
Level
Executive
Education
IT
Help Desk Agent/Specialist Resume
Headline : Highly qualified Help Desk Agent with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and I would excel in the collaborative environment on which your company prides itself.
Skills : Microsoft Word, Microsoft PowerPoint, Microsoft Excel, Microsoft Outlook, Warehouse Management System, Time Clock Plus.
Description :
Top performer in call times, responding to emails, and processing refunds.
High volume call center serving as the primary interface to internal and external customers.
Gathered problem information and determined criticality.
Ensured customer entitlement and satisfaction.
Effectively communicate both orally and in writing to both internal and external customers.
Extremely proficient and knowledgeable in computers.
Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
Create, maintain, and enter information into databases.
Experience
5-7 Years
Level
Executive
Education
Business Administration
Help Desk Agent/Supervisor Resume
Headline : Degreed electrical engineer. State of Oklahoma Engineer In Training (EIT) certification. Engineering training in power engineering, electronics, Programmable Logic Controllers (PLC) programming, printed circuit board (PCB) design, and specialized engineering software. Experienced in relay analysis, protection and control engineering, and technical support for a major utility company. Proven organizational and team leadership abilities, flexible, articulate.
Skills : Committed, Goal oriented and Honorably discharged Veteran.
Description :
Assisted in the creation of an internal Web Knowledge Base that will be utilized by end-users to ensure the proper logging and tracking of all work requests.
Provided computer help desk support and technical training to end-users.
Installed, supported and maintained both desktop and server infrastructure.
Monitor the phone system via Stat-Vu to ensure calls are answered in a timely manner.
Referred complex issues through an escalation process to Sr.
Performed diagnostics and troubleshooting of system issues.
Use the ticket system called Remedy to record work that was done.
Experience
5-7 Years
Level
Executive
Education
Medical Assistant
Help Desk Agent/Manager Resume
Summary : To obtain a position in which will utilize skills for advance and growth opportunities in the information systems field.
Skills : Microsoft Office, Switches, Visual Studio.
Description :
Assist customers with account creation used to access various United States Department of Agriculture websites.
Assisting end users with application password resets.
Providing technical support for numerous software and applications.
Responsible for managing the service desk open ticket report (Right Now).
Gathering required contact information from end users.
Assigning tickets to the appropriate resolution groups.
Walk end users through website and computer technical problems.
Experience
7-10 Years
Level
Management
Education
Bachelor Of Arts
Help Desk Agent Resume
Summary : As a Help Desk Agent, responsible for Coordinating, supervises and is accountable for daily/weekly/monthly activities and performance of call center team members, Coordinating work activities with other supervisors, managers, departments, operational sites, etc.
Skills : IT Specialist, Computers.
Description :
Received over 250+ incoming and outgoing calls per month.
Processed all data into a web based database.
Updated personal contact information as needed for clients.
Completed requests for clients via emails and via telephones for GM users.
Assisted all clients on status checks on requests.
Transferred clients to the correct helpdesk if reached the incorrect desk.
Provided technical support for computer, printer and software related issues.
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