A Service Desk Agent is an IT professional who offers technical support to users. The most common work activities listed on the Service Desk Agent Resume are – responding to inquiries, evaluating and solving issues relating to IT equipment and applications; providing technical support to all aspects of the systems unit; troubleshooting problems from remote; performing initial testing, undertaking allotted tasks, gathering information from the client through telephone conversations; and providing additional support to internal departments as and when needed.
Even if the daily duties can vary for these agents from company to company, the required skills are universally common and include – technical knowledge to fix software and hardware problems; strong communication and interacting skills; multitasking abilities; and the ability to set prioritize while handling multiple issues. A relevant diploma is needed to the least.
Objective : An IT professional ready to take complete ownership of incidents and requests and a chance to work with other professionals within a team environment.
Skills : Powershell, Active Directory, Desktop Support, Documentation, Citrix, AS 400, Sharepoint.
Answered incoming phone calls, emails, and walk-ins to provide quick first-line investigation and diagnostics to incidents and/or requests Use a ticket tracking system called Service Center Service Manager (SCSM) by Microsoft.
Reduced or minimized unplanned labor and costs for both the business and IT while maintaining World Class Service Desk status.
Performed nightly AS400 and VMS tape backups in the Server Room.
Performed 2nd and some 3rd line procedures for incident resolution Identify and escalate service desk tickets to correct IT, groups, using the ITIL methodologies.
Attached supporting error images to tickets for clarification to 2nd and 3rd level IT Support Groups via remote control software.
Helped users with a VPN connection and internet connection issues.
Monitored 3 mailboxes in Outlook for requests/support.
Managed the RSA Authentication database for token assignments when connecting to VPN.
Sr. Service Desk Agent Resume
Summary : To find a technical support position with a top company where MS office, hardware, organizational, and customer service skills will help them toward future goals, while furthering own career objectives.
Skills : Microsoft Office, Electronic Medical Records.
Responsible for directly addressing desktop service and support issues impacting end-users.
Works closely with other IT&S functions to ensure issues are resolved in a timely and successful manner to maintain an effective and efficient end-user computing environment.
Configures and installs desktop computing technology to support moves, adds, and changes ensuring minimal disruption in service.
Provides hands-on assistance with the installation, troubleshooting, and diagnostic support for all desktop computing components.
Resolves problems communicated via Help Desk Trouble Tickets, troubleshoots, and provides support to all end-users as needed.
Installs implements and supports office automation software for the Windows environment.
Develops and maintains technical and procedural documentation to be used by the Field Operations staff regarding PC software and hardware installation procedures.
Jr. Service Desk Agent Resume
Summary : Experienced on unclassified and classified Operating Systems. Hardware/Software: PC, Windows, MAC and MAC applications, Desktop Optimized Platform (DOP) and VMware, NETAPP, iPad, Avaya and Cisco VOIP phones, Printers, Plotters, Tandberg Centric 1700 MXP and Polycom RMX 2000 VTC equipment.
Skills : Microsoft Office, Service Desk Analyst.
Provided excellent IT customer service on desktop operating systems for customers worldwide local and remote.
Serviced Webs tickets as the Active Directory Administrator; processed over 200 Web tickets daily.
Managed on the average 50+ customer service calls per day, create, maintained security/distribution groups.
Created continuity Standard Operation Procedure book through service call experience/troubleshooting which enabled better ticket quality and customer service and training aid for new employees.
Experienced in installing Virtual Software, Mapping Printers/Plotters/Scanners, KVM Switch Boxes, and resolving hardware and software issues without ticket escalation, cache profile deletion, secure/non-secure network issues & NETS HP ticketing system.
Experienced with customers that utilize thick and thin client workstations.
Unclassified and Sensitive Network Protocols and operating systems.
Service Desk Agent III Resume
Headline : Professional Profile Excellent personal communication skills. Proven aptitude in problem solving. Work well under strict deadline schedules with attention to detail.
Skills : Support Analyst, Network Technician, Help Desk.
Supported Umoja International System Implementation Deployment for the United Nations.
Received calls with Cisco Desktop Agent and log all service requests in INEED tracking system.
Performed & supported all service request categorization for all ERP, SAP, CitrixXenapp application issues.
Configured and installed Citrix receiver for clients to access Citrix Xenapp virtual SAP application.
Escalated all service requests to appropriate level/technician, if it cannot be resolved by service desk analyst.
Ensured that service request is properly logged and that tickets receive a tracking number.
Assigned roles in EIDMS , IDM security applications.
Escalated all calls to the appropriate call center divisions.
Service Desk Agent II Resume
Objective : A highly motivated individual who is a fast learner and adapts quickly to any situation. Throughout career, have been the main point of contact for teams and have led them towards excellence through training and motivation.
Skills : Windows 7, Microsoft Office, Technical Support, Customer Service, Server 2008/2012, Citrix.
Responded to incoming calls and emails from worldwide users.
Investigated users and system raised issues, bringing them to a speedy resolution or escalation.
Resolved various hardware and software issues in a 24/7 environment.
Tracked, referenced, and escalated incidents and change requests.
Supported for Remote Access, Configure and troubleshoot Cisco VPN client, wireless connectivity, and remote desktop connections.
Supported installing and troubleshooting as required for Microsoft Office Outlook, Excel, Word, PowerPoint, Adobe Acrobat, Internet Explorer, etc.
Worked in Active Directory to unlock and reset passwords.
Supported for remote access using RSA and general troubleshooting.
Service Desk Agent I Resume
Objective : Detail-oriented IT professional with proven experience as an IT Analyst and systems/network technician. Skilled at operating in a wide range of platforms. Excellent written and oral communication skills. Able to contribute towards availability, scalability, performance, and operational security of applications and services.
Skills : Windows XP, Windows Vista, Windows 7, MS Project, Visio, MS Office Suite, Lotus Notes, Oracle Tools, Developer/2000.
Answered incoming calls and requests, troubleshoot, solve problems, and provide resolution to supported users within the contracted scope of support for each client.
Created and resolved Help Desk call tickets in ticketing application (CA Unicenter Service Desk).
Created and assigned Incident tickets in Service Center to appropriate IT assignment group responsible for the resolution of the request.
Managed the queue for SSCs which doesn't have a local queue manager.
Acted as a monitoring point triggered if any incident is not acknowledged within three hours.
Acted as an alarm point that will act immediately for any incident if not resolved within 75% of the Contractual SLA.
Handled the next-level escalation and updating the correct contact details.
Followed up with service center management to keep an updated on-call duty roaster and updated contact Information to avoid miss-communication with Field Engineers.
Service Desk Agent/Executive Resume
Summary : Over 16 years IT experience with over 8 years working in Business Intelligence including MicroStrategy, Tableau, OBIEE, BO/Crystal Reports, SSRS/SSIS, SQL Server Management Studio, Informatica, Toad and Oracle Data Modeler.
Skills : Business Intelligence, Microstrategy, Data Warehousing, Crystal Reports, Toad, Databases.
Provided 2nd Level support for all, including batch, resends and processing, Perl and shell script runs, Informix database administration.
Responsible for assigned problems and technical issues through SRS Problem Management.
Worked on various software implementations and rollouts including ISL.
Resolved, mentored, trained, and directed newly hired and temporary employees.
Monitored Express orders on a daily basis to insurance product delivery.
Provided 2nd level Blackberry device support.
Maintained superior customer service levels through technical expertise and interpersonal skills on a daily basis.
Asst. Service Desk Agent Resume
Summary : Seeking a Service Desk Agent position that will utilize skills set below to help others either through customer service, administrative duties, or through scientific research.
Skills : Process Management, Project Management.
Provided technical support/problem routing for Entergy employees and contractors via telephone and use of Remedy and other employee-help tools.
Used technical knowledge of Windows operating systems and other software, including Microsoft Office, to resolve problems for the above users.
Triaged and classified customer incidents as per procedure and handled accordingly.
Assisted with executive support by routing executive cases as needed.
Managed user access via active directory, identity, and other management tools.
Provided assistance and direction for mobile device applications used to interface with company resources.
Managed Citrix consoles and assisted end users with remote connection issues.
Connected to and troubleshot computer issues through the Borngar application.
Educated customers on the use of Microsoft Outlook and Live Meeting.
Customer Service Desk Agent Resume
Headline : To obtain a job within chosen field that will challenge and allow to use skills, education, and past experiences in a way that is mutually beneficial to both and employer and allow for future growth and advancement.
Skills : Microsoft Office, Active Directory, Exchange Server.
Provided critical support in troubleshooting and maintaining all system applications and hardware resources.
Interfaced directly with end-users to accurately troubleshoot and correct hardware/software issues.
Prioritized support requests and delivered high-level failure analysis, resolving issues quickly and efficiently to meet customer service and quality assurance goals.
Demonstrated excellent troubleshooting and diagnosing Network/PC equipment failures, ensuring the quick resolution to a variety of technical and user issues.
Played a key role in coordinating support efforts for new software deployments, including Windows 7 upgrade, the release of WebEx Collaborative Tools, and migration to SharePoint.
Served as a go-to support analyst, guiding peers on proper information gathering as well as new application use.
Credited for designing a new SharePoint knowledgebase, documenting and compiling system information, and tracking/recording issue resolution strategies for evaluation and review.
B.S. In Computer
Service Desk Agent Resume
Summary : Service Desk Agent is with Hard-working, multi-tasking Executive Assistant with outstanding telephone, scheduling and documentation skills.
Skills : Excel, Microstrategy.
Performed proactive monitoring and troubleshooting of inbound file transmissions between Client Services and other JPMC locations and external clients.
Provided over the phone assistance to clients and Level 1 Client Support groups throughout the organization.
Identified, defined and accurately document all detected/reported problems and discrepancies.
Used diagnostic and analytical skills to evaluate and resolve client file transmission problems.
Maintained client transmission profiles and associated support documentation.
Liaisoned with Network Services and Systems Management to troubleshoot network problems.
Entered phone statistics and generate monthly report for management.
Participated in Production review meetings as required.