Service Desk Specialist Resume Samples

A Service Desk Specialist will provide technical assistance for problems associated with computer systems, hardware, and software. The primary accountabilities mentioned on the Service Desk Specialist Resume include tasks like – responding to queries, running diagnostic tests, determining issues and implementing solutions, isolating problems, training users, writing training manuals, installing and upgrading computer applications, resolving technical issues relating to LAN and WAN, installing computer peripherals, running reports to determine malfunctions, and performing daily maintenance tasks of computer systems.

Companies typically hire candidates showcasing these skills – working knowledge of help desk software, familiarity with databases and remote control access, advanced troubleshooting skills, customer service orientation, technical know-how to resolve problems relating to software, hardware and networking; and multitasking skills. Most of the Service Desk Specialists tend to have a bachelor’s degree or an associate’s in computer science or information systems.

 

Service Desk Specialist Resume example

Service Desk Specialist I Resume

Objective : To obtain a challenging employment opportunity in which can utilize excellent management ability, human resource skills and current technological understanding to achieve great customer service.

Skills : Proficient in Microsoft Word, Excel, Office, Outlook.

Description :

    1. Handled a high volume of inbound calls of users with PC / Server / Printer / Network problems.
    2. Identified customer concerns or issues and resolved them, or escalated to the next level of support when necessary.
    3. Created and resolved tickets using the CA Service Desk Incident Management tool.
    4. Troubleshoot end-users software related problems via telephone support.
    5. Troubleshoot computer system problems and provide solutions using specific system utilities, and other available resources.
    6. Proactively seek out solutions to less common problems, develop workarounds for customer problems, and attempt to troubleshoot.
    7. Utilized resources such as knowledge base, white papers, websites, and resolved ticket information and help tools to locate solutions to documented problems.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Computer Science


Service Desk Specialist/Representative Resume

Summary : Interested in exploring more leadership positions. Looking to use customer service, troubleshooting skills and IT experience to improve the level of service and quality of the organization.

Skills : Comptia A+, ITIL v3.

Description :

    1. Handled a high volume of calls during the shift, with a positive client service demeanor.
    2. Identify problems and provide solutions to client issues ensuring client satisfaction and productivity.
    3. Escalated issues as required and ensure timely distribution of information within the organization in order to expedite the resolution.
    4. Support guidelines and procedures in researching questions in order to provide excellent client service and technically accurate answers.
    5. Maintain support documentation, policies, processes, and methods of support delivery.
    6. Communicate service policies for products supported by the Client Support group.
    7. Research and communicate incident or service request status as requested by a client.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
Diploma


Service Desk Specialist/Analyst Resume

Objective : Highly experienced Customer Service professional. Able to handle a high volume of customer calls in a fast-paced environment, with minimum supervision, while maintaining emphasis.

Skills : Microsoft Office, MS-Excel.

Description :

    1. Responds to telephone calls, emails and in-person requests for a variety of technical issues timely and courteous manner.
    2. Escalated critical issues to IT management following established processes.
    3. Effectively communicate mission-critical information to the business. Provided first level problem analysis.
    4. Identifies, researches, and resolves technical problems for end-users.
    5. Documents, tracks and monitors problems to ensure timely resolution.
    6. Created new email accounts using Exchange such as monitors, keyboards, printers, and other similar or related equipment.
    7. Mastered base knowledge of assigned applications, hardware, and network to support clinical and business environments.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
Certificate

Service Desk Specialist II Resume

Headline : To obtain a position in an environment that allows to utilize skills and experience in network administration, technical support, customer and employee communication and problem solving.

Skills : Microsoft Office, Windows 7, Servers, Software Development.

Description :

    1. Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments.
    2. Demonstrated that customers come first by serving them with a sense of urgency.
    3. Worked as a team member to provide the highest level of service to customers.
    4. Maintained friendly and professional customer interactions. Exchanged returned merchandise for customers quickly and efficiently.
    5. Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
    6. Answered customers' questions and addressed problems and complaints in person and via phone.
    7. Held each team member accountable for achieving brand and performance goals.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Diploma

Service Desk Specialist II Resume

Headline : To secure a position as a in company and commit to learning new skills to help the company progress.

Skills : Microsoft Office, POS, Employee Relations.

Description :

    1. Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments.
    2. Demonstrated that customers come first by serving them with a sense of urgency.
    3. Worked as a team member to provide the highest level of service to customers.
    4. Maintained friendly and professional customer interactions. Exchanged/returned merchandise for customers quickly and efficiently.
    5. Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
    6. Answered customers' questions and addressed problems and complaints in person and via phone.
    7. Held each team member accountable for achieving brand and performance goals.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Diploma

Service Desk Specialist/Executive Resume

Headline : Obtain a challenging career in the computer science field while utilizing education and experience.

Skills : Microsoft, Windows Xp, Windows 7.

Description :

    1. Respond to internal and external end-user requests via telephone, email, or web portal site to provide support for all hardware and software issues.
    2. Analyzed, troubleshoot and resolve technical issues and to clearly explain to staff and customers at all levels within the organization.
    3. Experienced with Windows 7 and XP, and along with MS Office 2007 and 2010.
    4. Provided support for Lotus Notes 7.0.4 and 8.5 versions.
    5. Build, deploy, move, and setup Dell desktop and laptops and other hardware, such as HP printers.
    6. Configured and support Blackberry, Cisco IP Phones, iPad and iPhone devices.
    7. Troubleshoot LAN and wireless network issues.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Bachelor Of Science

Jr. Service Desk Specialist Resume

Objective : Experience in progressively responsible positions in IS (Information Systems). Solid background of achievement and promotion. Reliable IT professional with recent Tier I help desk experience in a global company.

Skills : Software Support Microsoft Office 2003, Windows, Microsoft.

Description :

    1. Provided Tier I support of software and hardware issues for internal clients worldwide.
    2. Guide users on matters ranging from password reset to desktop software application installations using Meeting Place.
    3. Acted as a single point of contact for user issue resolution.
    4. Identified issue resolution, communication of resolution to the requester, the closing of service requests, and updating the knowledgebase as appropriate.
    5. Updated Radius and Blackberry Enterprise Server with new client information.
    6. Deleted machines from the SCCM database in the order that they may be re-imaged.
    7. Ownership of user problems and proactively deals with user issues.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Information Systems

Asst. Service Desk Specialist Resume

Headline : Accomplished Service Desk Shift Lead seeking to cultivate 5 years of leadership, Service desk, knowledge management, and technical experience into Desktop Support role.

Skills : Technical Skills, MS-Office.

Description :

    1. Tested new technologies provided to the desk and providing feedback.
    2. Published and updating knowledge documentation to support staff and aid in training.
    3. Provided subject matter support and training to team members.
    4. First level support for incidents and requests reported by phone, email, and manually submitted tickets.
    5. Basic troubleshoot for IT-related issues such as OS problems, MS applications, and hardware/software configuration.
    6. Logged and routing unresolvable issues to the proper second level support.
    7. Effectively communicated explicit troubleshooting instructions to customers with varying levels of PC proficiency.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Consultant
Education
Education
Diploma

Service Desk Specialist III Resume

Summary : Highly qualified Service Desk Specialist with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and would excel in the collaborative environment.

Skills : Technical Skills, Management.

Description :

    1. Provided technical assistance and support for incoming queries and issues related to software and hardware.
    2. Responded to queries via email or over the phone in a timely manner.
    3. Trained and educate users of software and hardware changes and updates.
    4. Created Service Desk tickets that accurately describe the problem that the user is experiencing.
    5. Run weekly reports to ensure staff is meeting required benchmarks.
    6. Gained feedback from customers about software usage and suggested changes.
    7. Tested all new program changes to ensure they are working to their expected standard before release.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
Masters

Lead Service Desk Specialist Resume

Headline : Systems Administrator Security Clearance Top Secret SCI Full Scope Poly. Proactively created, improve knowledge management articles and adopt best practices.

Skills : Systems Administration, Troubleshooting, Active Directory.

Description :

    1. Monitor Service Desk electronic mails and phone calls.
    2. Troubleshoot and assist users in person and remotely, using LANDesk remote console.
    3. Created trouble tickets using the HEAT Call Logging system.
    4. Moved, retrieve, and issue IT equipment to users, desktops, laptops, monitors, phones, and printers.
    5. Scanned and patched machines on the FinCEN network for known vulnerabilities using Management Suite 8.5 Closed more than trouble tickets.
    6. Applied security templates to FinCEN machines in preparation for Office rollout.
    7. Create and maintain user accounts in Active Directory.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Management

Service Desk Specialist Resume

Objective : To secure a position as a in company and commit to learning new skills to help the company progress.

Skills : Network, MCP Windows Certifications.

Description :

    1. Active Directory management including; global policy, permissions, and account creation.
    2. Tested and deployment of Windows to end-users previously using XP.
    3. Developed an image for Windows 7 companywide rollout.
    4. Assisted end users with applications in the new Windows 7 environment.
    5. Supported internal employees from on and off-site on pc and network issues.
    6. Troubleshoot Microsoft Office at tier 2 level. Remote troubleshooting using VNC software.
    7. Deployed new PC's using Symantec Ghost software.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Diploma