A Service Desk Administrator is responsible for providing a friendly and professional point of contact for customers for any queries, and concerns. The job description included on the Service Desk Administrator Resume is – handling incoming calls and managing outgoing calls as required, liaising with wider team members to ensure the best resolution, providing support to the company’s clients; ensuring a pleasant customer experience, diagnosing and solving customer issues, managing customer accounts, doing network repairs, taking incoming phone calls, and finding ways to improve support procedures.
Successful sample resumes mention the following core skills – customer service skills, patience, problem-solving skills, telephone etiquette, teamwork, troubleshooting skills, huge knowledge of managing an IT service desk, and familiarity with network and infrastructure. Employers pick resumes mentioning a degree and customer service experience.
Summary : Results driven individual with 6 years' experience of end user support in a corporate IT environment. I possess strong leadership, team building and problem solving expertise. High energy with highly strong communication and problem solving skills, combined with excellent customer service. I have a proven ability to manage projects from planning and execution through completion.
Skills : Hardware Support, Software Support, Windows XP/Vista/7/8, Asset Management, Systems Administrator, Linux, DMRO, End User Support, Active Directory, Group Policy, Information Assurance, Network Support.
Description :
Primary supported and interfaced with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner.
Provided telephone customer support for incoming and follow up calls used for initial troubleshooting.
Required to work for 12 hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets.
Ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk.
Assisted and supported the call center service desk techs by triaging clients' ticketing systems.
Oversaw all of the requests and issues from end users.
Provided great customer service over the phone, e-mail, and the ticketing system.
Experience
7-10 Years
Level
Management
Education
Bachelor Or Science
Service Desk Administrator Resume
Summary : Enthusiastic and knowledgeable young man looking to obtain a Level I/II position in the I.T. field that will allow me to demonstrate my technical knowledge and to further my experience. I have an ever-growing understanding of technical issues, strong time-management skills, and am a critical thinker.
Skills : Microsoft Office, Typing, Inventory Management, Phones.
Description :
Assisted the IMO with daily functions of computer, network and software management for the site and all users.
Provided immediate response to all customers who come to the Service Desk.
Troubleshoot Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007.
Troubleshoot all other site authorized software with IMOs and users.
Created logon and email accounts using Microsoft Exchange Server and User Manager.
Used VMware to simulate client machines to use in testing and in diagnosing customer problems.
Monitored the backlog and managing the tickets in the queues.
Experience
7-10 Years
Level
Management
Education
Master Of Science
Service Desk Administrator Resume
Objective : As a Service Desk Administrator, responsible for Following documented processes, procedures, and changes within the IT environment, assessing, inventory and potential changes to existing policies and procedures, Attending planning sessions, status meetings, and collaboration discussions within IT and other departments within the organization, Monitoring and evaluating end-user systems and recommends solutions for problem prevention.
Skills : Microsoft Office, QA Engineering, Network Administration, Computer Repair, Microsoft Windows XP, 7, 8, 10, Automated Testing With Selenium.
Description :
Received multiple calls to fix proprietary software used in the client base with include customers such as Amtrak.
Currently involved with the day-to-day calls to the service desk and have to constantly monitor trains sets.
Monitored tools for faults or trends in train sets.
Remotely resolved issues on Linux routers and other systems.
Created and updated tickets to ensure accurate information is recorded in the ticket system.
Acted as a point of contact for customers, train conductors, and others users.
Worked closely with field service technicians to resolve on-site issues within SLAs.
Experience
2-5 Years
Level
Executive
Education
Diploma In General Studies
Service Desk Administrator Resume
Headline : Service Desk Administrator is responsible for maintaining awareness of inventory and managing assets through reporting mechanisms, Recommending changes where appropriate, Applying system analysis techniques and procedures to reinforce secure, automated solutions, Keeping management abreast of the state of workstations, applications, and key systems through the use of automated reports and monitoring solutions.
Skills : Monitoring Skills, Troubleshooting.
Description :
Configured firewalls, routers, and some Cisco switches.
Trained Information Management Officers in daily tasks to further smoothen daily workflow.
Included timely response to e-mail and web form issues submitted to the Service Desk and Admin queues.
Evaluated customer issues and assign to appropriate specialty customer service associate.
Created and managed Active Directory, Exchange 2007/2010, Lotus Notes, AS400 accounts, and knowledge base articles.
Supported and troubleshoot difficult issues that floor technicians are unable to resolve.
Responded to tickets within an average of 3 minutes Triaged an average of 1,500 - 2,000 tickets a month Created a workflow for ticket efficiency.
Experience
5-7 Years
Level
Executive
Education
GED
Service Desk Administrator Resume
Objective : As a Service Desk Administrator, responsible for Receiving (via phone, email, IM, ticket, or in-person), prioritizing, documenting, and actively resolving user help requests, Problem resolution may involve the use of diagnostic and help request tracking tools, and require that the individual give in-person, hands-on help at the desktop level.
Skills : Problem Solving Skills, Installing Skills.
Description :
Worked primarily as the Service Desk Administrator Team Lead, I was also responsible for multiple projects to assist with the constant update of the FOB outside of Kandahar in Afghanistan.
Created new users and assigned permissions in Windows Server 2008 using Active Directory and Microsoft Exchange.
Monitored NIPR, SIPR, and Centrix networks to make sure that all PCs were up to date with patches.
Pushed out mandatory updates to the FOB if updates were not installed by end-users by the given date.
Managed a team of 6 for daily activities and up to 20 for specific projects.
Used Remedy to submit tickets and monitor issues in progress.
Responsible for document uploading and permissions for users.
Experience
2-5 Years
Level
Executive
Education
BA
Service Desk Administrator Resume
Objective : Service Desk Administrator with experience utilizing Waterfall and Scrum (Agile) methodologies and processes to implement in-house applications, apply security enhancements, and deploy infrastructure solutions, Developing project plan to upgrade corporate data center servers to the latest version of AIX and Red Hat Enterprise Linux.
Skills : Solder Repair, Computer Repair, Network Repair, Linux Systems Setup, Server Setup.
Description :
Responsible for the training of new admins on all aspects of the job and expectations.
Managed Remote Access to systems including but not limited to RSA hard token and WebVPN access.
Supported approximately 25 accounts including but not limited to in-depth troubleshooting with desktops, laptops and server support, account administration, Virtual Desktop resets/rebuilds and password resets/unlocks.
Assisted Level II Administrators with their duties including but not limited to Active Directory group administration, processing of New Hire, Termination and Attribute Changes, and File Share requests.
Worked with multiple ticketing systems including but not limited to Remedy, Clarify, Service-Now and USD.
Responsible for the training of new agents on all aspects of the job and expectations.
Ensured smooth shift transitions through effective communication with other After Hours agents and members of dedicated groups.
Experience
2-5 Years
Level
Executive
Education
Bachelors In Business Management
Service Desk Administrator Resume
Summary : Highly motived, team oriented Information Technology professional, with expertise in many fields. These fields include Network Administration, Systems Administration, Information Systems Security, Information Assurance, and Service Desk. Extensive experience providing Tier II/III Service Desk support with strict adherence to Service Level Agreement (SLA) between organization and client.
Provided 24/7 network monitoring and internal help desk support with a staff of 26 across two locations Acted as a front-line interface to customers, accepting trouble reports documenting and dispatching them to appropriate personnel or subject matter expert.
Trained team members and external stakeholders on operating procedures and proprietary software.
Participated in interviews and the new hire selection process Acted as the senior customer service liaison between OSD and all levels of stakeholders Participated in daily briefs for all three programs with all levels of management Monitored internal and external maintenance for all three programs Monitored the TSA/DHS network utilizing Netcool and Solar Winds.
Provided fault isolation and escalation during higher severity events.
Managed operational libraries, filing systems and databases.
Reactively performed standard troubleshooting procedures Created, tracked and resolved Remedy trouble tickets and service requests.
Interacted with airline carriers, technical support and other outside entities to report events and provide documented resolutions.
Experience
7-10 Years
Level
Management
Education
Diploma
Service Desk Administrator Resume
Summary : More than 15 years of experience in information technology with a broad scope of technical experience to include end-user support, network and server management, project management, custom application support, database design and development, SharePoint design and development, supervising, and large group training.
Skills : Windows Server 2008/2012, Hyper-v, VPN, Remote Desktop, Microsoft Exchange, Microsoft Windows, Microsoft Office, Active Directory, Linux, Unix, VMWare.
Description :
Monitored all systems, servers, applications, and network connectivity within the production environment.
Provided Tier I Service Desk Network Operations Center (NOC) support for monitoring customer data networks.
Detected errors, problems, or other events which might inhibit or prevent all programs from carrying out their business functions.
Taken action to correct problems and errors once found Escalate problems to the appropriate parties in order to facilitate rapid and accurate analysis and correction of the error.
Reported outages, incidents, and events that occur in the production environment.
Provided fault isolation, remote troubleshooting, and document trouble reports utilizing the Remedy Ticketing system.
Communicated with different structural groups in person and via bridge calls to troubleshoot various applications and servers.
Experience
10+ Years
Level
Senior
Education
Master's
Service Desk Administrator Resume
Summary : As a Service Desk Administrator, responsible for Verifying that all requests received by service desk staff are acted upon promptly and thoroughly, Overseeing all software development projects including software quality assurance, testing activities, and release planning, and also Ensuring that all new service requests are passed through a cycle of escalation (e.g., initial contact with the customer about request/problem) before being escalated to.
Skills : Customer Service, IT Security.
Description :
Managed the support operations team to ensure that all of the companys IT resources are available for customer needs. This includes coordinating with customers, vendors, partners, and internal resources to ensure that all resources are available for customer needs.
Managed the escalation process for escalated issues as well as resolution processes.
Developed and maintained a Service Desk ticketing system.
Supported IT security policies and procedures.
Maintained an up-to-date knowledge base on current threat levels.
Provided technical support through telephone and email while providing technical advice to other departments in the organization.
Developed written documentation and documentation specifications that are used by all departments to track, document, and manage their services.
Experience
7-10 Years
Level
Management
Education
Diploma
Service Desk Administrator Resume
Objective : Seeking the opportunity where I can grow professionally and personally with a company that will allow me to fully utilize my communication, computer program, organizational, and problem-solving skills which will benefit the organization. Also where I can utilize proven people-oriented skills to develop and promote a positive work environment as well as my customer service, bookkeeping, personal, clerical, and general office skills will contribute to greater office efficiency and productivity.
Skills : Administrative Skills, Service Desk.
Description :
Created, routed, and maintained incident records (tickets) within a Call Management system.
Managed remote application installations through SCCM and kept track of licensing information.
Troubleshoot various technical issues, software installs AD account creations.
Documented pertinent info and forward Remedy tickets to proper dept.
Vetting proper paperwork to permit access to government information systems.
Experienced working with separate enclaves (NIPR/SIPR/CENTRIX) and CDV mitigation.
Defined service desk policies such as escalation procedures, acceptable usage policies, etc.
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