Sample Help Desk Resume

Help desk professionals are employed in almost every sector for assistance to customers as well as the company staff. A help desk professional in the IT company is responsible for answering the technical questions of other staff, clients and end users. They perform various duties like instructing installation of computer applications, troubleshooting networking issues, determining the cause of the problems, and taking appropriate corrective measures. These professionals are expected to give technical support by answering calls, over the mail and even in person. For this, it is essential that a prospective candidate's resume must reflect qualities like communication skills, profound computer expertise, exceptional customer service skills, and problem-solving attitude. For further guidance, refer to the help desk resume sample below.

Sample Help Desk Resume

David A. Gill
4645 Fraggie Drive
Chicago, IL 60606
Phone: 337-617-8974
Email: david.gill@anymail.com

Job Objective:

Certified and experienced Help Desk Technician seeking a position with 'XYZ company' to use my knowledge in solving technical problems, troubleshooting issues, and to ensure zero downtime.

Summary of Skills:

Comprehensive knowledge of hardware, software, networking components in multiple platforms, and setting up client/server environment using LAN/WAN
Ability to work in fast-paced environment, perform multiple tasks, and give the best service to clients
Ability to effectively prioritize multiple tasks, and execute them in high pressure environment based on their urgency
Excellent analytical skills to solve complex technical problems
Strong written and verbal communication skills
Hardworking, honest, and excellent team player

Work Experience:

Help Desk Technician
Accudata Systems, Chicago, IL
December 2016 – Present

Leading a team of 10 support technicians and determining whether the on-site assistance by Information Technology Desktop Support is appropriate
Assisting clients to move the data to cloud-based server while maintaining confidentiality and integrity of the information
Performing troubleshooting operations to recover data from unexpected failures
Resolving customers' complains within 7 days by following appropriate procedures and policies
Answering calls and providing step-by-step instructions to remote clients for upgrading software or downloading the latest security patches from the company's website
Visiting on-site locations to detect problems in hardware, and informing clients about possible alternatives
Supervising the team to resolve technical glitches in the company, and ensuring no hindrances in work

Help Desk Technician (part-time)
Integrity Technology Solutions, Chicago, IL
March 2014 – November 2016

Evaluated 10+ registered complaint to determine the nature of problems, and identified whether it was related to hardware, software, client server network, software application installations, or peripheral devices
Performed troubleshooting using investigative skills, and identified network issues to reconfigure before total shutdown of the lines
Followed all standard desk-support operating procedures, and logged the support tickets at the end of the shifts
Assisted clients with various duties like operating system installations, reloading of software applications, and data migrations to a secure server
Participated in the monthly Customer Service activities of the month and provided key inputs related to the issues faced while handling the basic networking protocols like DHCP, TCP/IP and SSH
Worked independently as well as with the team to solve critical technical issues within 7 days of complaints

Help Desk Associate
Colan Services, Chicago, IL
July 2012 – February 2014

Communicated daily with managers and technicians to understand customer complaints, and addressed them effectively
Recorded client responses about the services provided by the company into the CRM database, and compiled accurate reports on the available data
Took responsibility to review pending complaints ,and closed nearly 34% cases within 10 days
Answered 50+ calls in a week, provided technical assistance, and forwarded the call to senior officers for complex issues
Liaised between the company staff and IT department
Responded to customer grievances by answering their questions on call, message and mail to get maximum customer satisfaction

Education:

Bachelors Degree in Computer Science
University of Illinois, Chicago, IL
2012

Certifications:

CompTIA A+ Certification, 2015

Reference:

On request.