entry level help desk resume examples

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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

• Help Desk Resumes by Experience
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• Write Your Help Desk Resume

Being a help desk technician is all about being the go-to support hero for tech-related woes. You’re the friendly face or voice that guides users through their IT troubles, from computer hiccups to forgotten passwords. 

Your knack for problem-solving and communication makes you a troubleshooter extraordinaire. However, crafting a resume that showcases your IT prowess can be as tricky as decoding a complex error message. 

If you’re ready to put your skills on paper and land that dream job, we’re here to lend a hand. Our expert-written help desk resume examples can help you with everything from picking the right job skills to making your experience pop. To top it all off, use our free cover letter builder for the complete application.

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Why this resume works

• It may not seem like much at first but specifying how you used industry-specific tools to make quantifiable differences can go a long way! Don’t sleep on your technical experience either! Add any instances when you monitored and improved a network’s security.

Entry Level Help Desk Resume

• The essence is to demonstrate that you’ve actually put textbook theories to work, which culminated in tangible outcomes in the real world. Maybe it’s a summer job as a cashier, where you mastered your customer service. If such is not an option, capitalize on the job-relevant seminars you attended, and the college projects you carried out.

Help Desk Analyst Resume

• You want to stay clear of terms like “aided” and “assisted” and instead bring out the big guns—words that convey leadership (think led, authored, negotiated), accomplishments (think overhauled and upgraded), and technical prowess (think analyzed, monitored, and executed).

IT Help Desk Resume

• Can’t forget about regulations too now, can we? If you’ve ever helped a company save costs on potential compliance fines, make sure to mention it and prove your dedication to any employer!

Help Desk Technician Resume

• Once done, back up these metrics with actionable points like increasing a system’s uptime rate from 87% to 98.3%, or improving overall productivity by 26%.

Related resume examples

• Customer Service
• Office Assistant

Adapt Your Help Desk Resume to Match Every Job Description

When it comes to showcasing your skills as a help desk technician, you’ve got a toolbox full of tech expertise that employers are eager to see. Your resume is where you can dive into it. Be specific and steer clear of vague, generic terms—your IT-focused resume should shine a spotlight on your technical prowess.

Zoom in on the hard skills you’ve honed. List the software applications you’re fluent in, any cyber security frameworks you’ve mastered, and, of course, any programming languages that you’ve conquered. 

Highlight your know-how in networks, malware detection, and understanding system vulnerabilities. Remember, the key is to match the skills you have with what the job demands.

Need some help?

15 top help desk skills

• Ticketing Systems
• Hardware Knowledge
• Network Troubleshooting
• Cybersecurity
• Mobile Device Support
• Active Directory

Your help desk work experience bullet points

Your days working as a help desk technician are often a whirlwind of assisting users, resolving IT issues, and ensuring smooth tech operations. However, when it comes to your resume, it’s the remarkable achievements that truly matter.

Your work ensures that everything runs smoothly without interruptions or costly downtimes, and it’s important that you highlight this. Showcase moments you’re proud of, whether speeding up response times, reducing system downtime, or increasing user satisfaction. 

Quantify your achievements with metrics whenever possible to lend them more weight and set yourself apart from the competition.

• Highlight how quickly you were able to acknowledge and address user requests or IT issues.
• Showcase your ability to resolve issues on the first interaction, minimizing the need for multiple support interactions and improving user satisfaction.
• Use surveys or feedback data to quantify user satisfaction and report consistent ratings of 95% or higher.
• Quantify how your support efforts reduced system or network downtime, resulting in increased productivity and cost savings.

See what we mean?

• Developed a weekly backup schedule through Acronis Backup which decreased data loss incidents by 97%
• Led a project to update password security policies using LastPass, curbing security breaches by 56%
• Facilitated 1,742 remote support sessions using TeamViewer, resolving 92% of issues without on-site intervention
• Leveraged Microsoft Teams’ bot and integration features to automate routine tasks, enhancing team productivity by 18%

9 active verbs to start your help desk work experience bullet points

• Implemented
• Optimized 
• Coordinated
• Collaborated 

3 Tips for Writing an Entry-Level Help Desk Resume

• Showcase relevant coursework and academic projects that demonstrate your technical abilities. For instance, you could mention a group project where you contributed to designing and implementing a help desk ticketing system for your IT class. These hands-on experiences provide valuable insights into your capabilities and problem-solving skills.
• Your hobbies and interests can be a goldmine of relevant skills. If you’re passionate about building computers, troubleshooting software, or managing home networks as a hobby, don’t hesitate to mention it. Show how your love for technology extends beyond the classroom and into your personal life, highlighting your dedication to the field.
• Use a career objective statement to outline your aspirations as a help desk technician. Be specific about the kind of support you want to provide and the impact you aim to make. This helps employers understand your goals and motivations, even if you have limited professional experience .

3 Tips for Writing a Help Desk Resume With Prior Experience

• Working in a help desk environment means working with people, but don’t list “teamwork” in your skills section. Instead, emphasize your customer-centric mindset by adding metrics like the number of resolved support tickets or the average 5-star rating you get every month.
• If you’ve developed expertise in specific areas of help desk support, such as hardware troubleshooting, software configuration, or network diagnostics, don’t be afraid to brag about it. For instance, if you’re skilled in remote desktop support, emphasize how your proficiency can benefit remote workers.
• List any certifications that align with the help desk field. Certificates such as CompTIA A+, CompTIA Network+, or HDI Support Center Analyst can boost your credibility. 

You can include a career summary , but it’s optional. If you choose to have one, make it job-specific. Focus on your key proficiencies, such as specific operating systems (Windows, Linux, MacOS) that directly relate to the job.

It’s usually better to focus on your technical skills, namely hardware and software proficiencies. Talk about your in-depth knowledge of Spiceworks, RDP, backing up data, and IT security—your soft skills will shine through your cover letter.

Metrics that demonstrate your impact can set you apart. Highlight statistics such as reduced response times, increased user satisfaction scores, first call resolution rates, or decreased system downtime. 

Help Desk Resume: Template for Download & Practical Examples

As a Help Desk Support Specialist, troubleshooting other people’s problems is your bread and butter. But have you figured out how to identify problems in your own resume? Let us give you technical support for once and provide you with some corrective steps for your career!

Help Desk Resume Example MSWord® Download our free Help Desk Support Specialist Resume template in Word and troubleshoot your own career!

Struggling with tech woes? Help desk support specialists are your digital superheroes, swooping in to save the day with unmatched IT skills and a proactive approach.

Whether it’s offering remote assistance or orchestrating seamless network operations , these experts are the lifeline in the chaotic digital realm.

Thinking about joining the ranks of these IT knights? Learn with us how to write a resume for IT help that’s as strong as your problem-solving skills. 

Dive in to build a resume that lands you that dream job !

Help Desk Resume Sample

Talented computer support specialists are always in demand. 

It is expected that the need for skilled staff in this field will keep rising in the years to come. In fact, about 49,200 job openings are projected for support specialists each year.

Even so, future candidates need to be aware that this is not your regular 9-to-5 job. Due to the nature of the industry, there is a need for 24-hour availability —nights, weekends, and holidays included. 

Before we get into the nitty-gritty of how to write a professional help desk resume, we’ve put together an example for you to look over.

[Maria Johnson]

[Help Desk Analyst]

[Chicago, IL 600007 | 111-333-1111 | [email protected]]

>> Summary <<

Dedicated and experienced Help Desk Analyst with over 9 years in the IT field, exceptional problem-solving abilities and technical acumen in various environments. Successfully handled and resolved 20% of help desk cases at the current role, illustrating a strong track record in improving system functionalities and fostering client relationships. Adept at working in high-pressure situations and maintaining a high level of professionalism and efficiency.

• Database Management (MongoDB, MySQL)
• Frontend Development
• JavaScript, JQuery, Node.js
• Hardware Troubleshooting
• Network Configuration
• Operating System Administration (Windows, Linux)
• IT Security Best Practices
• Problem-solving and Analysis
• Knowledge of IBM RS/6000 Systems
• Application and Desktop Support

Help Desk Analyst

Example Co., Chicago IL. 

May 2019 – present

• Expertly fix hardware issues including desktop PCs, printers, IBM RS/6000s, and networks – performed 100+ successful hardware and software repairs per week.
• Manage the 24/7 support for application and desktop software, ensuring a remarkable 98.8% uptime rate.
• Maintained 99% satisfaction rating in monthly end-user scoring through applied interpersonal skills and providing fast solutions in a team of 6.

Help desk Analyst

Hudson, Chicago, IL

February 2016 – April 2019

• Coordinated with onsite technicians and clients to complete replacement of access and switch points at remote sites
• Diagnosed and resolved 20+ computer and printer problems per week in a busy corporate office
• Established positive relationships with 10 new clients
• Completed documentation for projects and training

Certification

CompTIA A+ – issued by Google IT Support, 202

Bachelor of Communication

University of Seattle, Seattle

What’s the Best Help Desk Resume Format?

Help desk specialists stand as the crucial bridge between users and IT teams , dedicating themselves to resolving problems and maintaining optimal system performance daily. 

When crafting your resume, your presentation should encapsulate not just your proficiency but also your unique approach to problem-solving .

The reverse-chronological resume format is the premier choice for Help Desk Specialists. It allows recruiters to follow your career trajectory clearly, showcasing your growth and problem-solving strategies over time. 

This layout narrates your story of adapting and overcoming challenges in different roles , making a strong case for your expertise and abilities.

Regardless of the format you choose, ensure to include accurate contact details and utilize a professional, distinct font. Keep your content concise and focused on relevant work experiences and skills, adhering to the principle that less is more. 

Remember, recruiters appreciate succinct resumes that encapsulate vital information without forgoing substance.

If you are having trouble deciding what your resume should include, you can always check out our free help desk resume templates that are bound to help you build your help desk resume.

How to Write a Help Desk Resume Summary or Resume Objective

When starting to work on your resume, the first thing to think about is your introductory objective or summary . 

When choosing between a summary or an objective, you need to consider your professional background. 

• A resume objective is the best way to give an overview of the skills you possess from your education and their experiences. Moreover, it should include your career goals and aspirations. 
• A resume summary is a more suitable option to outline your skills and work experience. 

Whichever format you decide on, both types of introduction need to be short and precise.

The length of this content should not exceed more than three or four sentences. They should be enough to paint a good picture of you as a qualified potential candidate.

Help Desk Resume Summary Example

These opening few lines may open endless job opportunities for you, therefore use them wisely. 

How can you catch the recruiter’s attention? 

Study the requirements listed in the help desk job description and try to reflect them by using industry keywords in your introduction

Communicate your value and make the recruiter aware of how hiring you would benefit the company. Use strong, active language to sell your strengths and achievements.

A professional summary should include your current role and how many years of experience you have, along with a metric or two that demonstrates one or more important accomplishments. 

Here is an example of a weak resume summary for Help Desk application.

Enthusiastic help desk analyst looking to gain experience and use personal skills to serve the company’s best interests.

This example is poor because it is overly vague and does not convey any specific skills , experiences, or achievements that would make the candidate stand out as a Help Desk Specialist. 

It relies on generic terms like “enthusiastic” and “personal skills,” which don’t give a clear picture of the candidate’s qualifications. 

Additionally, it mentions the desire to “gain experience,” which could potentially signal to employers that the candidate is not yet qualified for the role.

A good Help Desk resume summary should be written more like this:

Knowledgeable and expert IT professional, with over 7 years of customer support experience, seeking an opportunity to deliver training as a Help Desk Support Specialist. Skilled in providing customer and end-user help desk support by identifying and resolving IT issues in both Microsoft and Apple operating systems. 98% of incident tickets were completed to client satisfaction and within company’s specified time limit.

Highlighting over 7 years of experience in the field , the summary efficiently outlines the candidate’s strong skill set, including familiarity with a variety of operating systems and software packages. 

Moreover, it showcases their customer support background and ability to troubleshoot IT issues, effectively presenting a candidate eager and equipped to contribute as a Help Desk support specialist. 

That final sentence also includes a metric which confidently displays their achievements in client satisfaction and time-management.

How to Write an Entry-Level Help Desk Resume Objective

Preparing a captivating Help Desk Analyst resume objective may be challenging for some, but we have just the advice you need. First off, remember that the objective should illustrate what you can contribute to the company . 

This is the information that should be included: 

• Your motivation for applying
• Name the software you are proficient in
• Provide information on your education and certifications
• Underline what actions you can contribute to the company

Get the recruiter to notice you by using industry terminology and keywords. Look at the job description and make sure your statement fulfills it.

Entry-Level Help Desk Objective Example

Below is an example of a help desk analyst resume objective to give you an idea of the direction in which you should be heading with your objective:

Highly motivated IT graduate seeking a position in a challenging helpdesk environment. Strong communication skills and solid knowledge of Microsoft operating systems and software packages. Looking for an opportunity to put my technical problem-solving skills to use at XYZ company.

The resume objective concisely outlines the candidate’s strengths including skills , as well as their foundation in operating systems and software packages. 

It also conveys ambition and a readiness to grow professionally , emphasizing a desire to use their technical problem-solving skills in a challenging environment. 

This paints the candidate as motivated and eager to leverage their foundational knowledge in a substantive role

How to Describe Your Help Desk Experience

Help desk candidates must remember that content is king when it comes to compiling a resume, regardless of the quantity. 

IT support services encompass a selection of skills that are used in different support jobs in the industry, such as analytical skills , effective communication, the ability to learn quickly, etc. Reflect on skills you possess that you should present in the experience section of your resume. 

To offer you some help, read the useful tips below to understand what an experience section should include:

• Link the qualifications given in the help desk analyst job description to your experience in a skillful way.
• Use a reverse-chronological format to list the working experience from the most current position backward.
• When presenting your accomplishments, always use bullet points . Paragraphs appear too heavy for this type of information. Give a clear overview of your experience in no more than five help desk resume bullets.
• When writing the experience section, provide information about the previous employment. Name the company that employed you, the position you held there, and the employment duration.
• Simply listing your experience won’t do! Use action verbs to describe your tasks and achievements, and keywords to add texture to your descriptions. 

Help Desk Resume Examples: Experience

Being a help desk support specialist requires providing technical assistance to users.  

Remember to align your experience with the qualifications required by the company.

When preparing a Help Desk Support Specialist resume, you might want to include core competencies like the ability to deploy, configure and support operating systems on mobile and desktop, a quick-thinking and resourceful nature, and an understanding of information security in user devices and systems.

Here is what your experience section should look like:

Help Desk Technician

Illinois Office of Inspector General, Chicago, IL

2019 – present

• Managed over 10,000 help desk tickets via JIRA, maintaining a detailed equipment inventory using ServiceNow.
• Reduced system downtime by 30% through expert troubleshooting utilizing Windows Troubleshooter and Remote Desktop.
• Elevated customer satisfaction by 25% by offering responsive help desk support and fostering positive customer relationships.
• Consistently exceeded customer satisfaction targets through proactive and adept problem-solving.

Entry-Level Help Desk Resume: Experience Section

Entering the job market as a beginner is not easy. Candidates lack the confidence they need to go up against experience in a rather competitive job market industry. 

The good news is there are are cases when companies have chosen to hire entry-level candidates for their fresh views on the industry and the ability to train them from scratch.

When brainstorming your experience section, think back to all the situations when your help was needed with tech support. 

Perhaps you volunteered to maintain the computer network for a local organization ? Or did you complete an internship in the IT sector?

These early experiences can shape us for our future careers and you should link them to the job you are applying for. Let us look at an example of how to do this.

IT Intern XYZ 

School District, Jackson, USA 2021 – 2022

• Supported daily IT operations for a 30-person team, ensuring smooth hardware and software functioning through basic troubleshooting.
• Managed user accounts in Microsoft Active Directory, facilitating new user setups and appropriate access controls.
• Aided in IT equipment inventory and budget management, contributing to efficient procurement processes.
• Created a user-friendly guide to common IT issues, reducing IT department workload by empowering users to solve basic problems.

Is Your Education Section Troubleshooted? It Might Be

Working in IT support demands up-to-date knowledge due to rapid technological advancements. Educational expectations vary based on the role and company. 

For instance, larger software companies often require a bachelor’s degree , while technical roles might need specialized degrees in engineering or IT. 

Beyond formal education, recruiters value relevant certifications, which validate expertise in specific products or systems. Before applying, research a company’s tech stack and seek related certifications. 

Staying informed in the IT landscape , not just relying on experience, can make the difference in landing your desired position.

Help Desk Resume Education Section Example

Now that you know education requirements vary between positions and companies, do a little research on the company you are applying to. 

Review the job description and try to match your qualifications to the ones listed. Include any relevant projects or coursework that can strengthen your application.

To help you understand what the education section should look like , take a look at the below example:

BSc. Degree in Computer Information Systems 

NYC College, New York, NY

• Member of Math Society. 
• Final year project: led the update of computer systems at a local community centre as well as training users.

ALWAYS Use a professional font and strong keywords to attract the recruiter’s attention when presenting yourself. Now’s not the time to be modest! 

The Best Help Desk Skills for a Resume

Help desk support employees trace and detect unexpected problems and then create apt solutions for them. Due to the nature of the job—help desk—patience is a necessary virtue. 

Working with a large number of teams requires them to be calm and able to communicate with all types of clients . Some of the most important qualities these employees should have include:

• Listening skills —this skill is high up on the list. If support teams don’t understand the customer’s problem, then they won’t be able to fix it. Careful listening encourages asking the right questions to clarify a certain situation.
• Customer-services skills —Getting calls from users frustrated with the hardware or software is not easy, which is why a help desk specialist needs to be patient and sympathetic with all clients. 
• Speaking skills —Not everyone understands the technical language and support teams need to explain the solution in the simplest terms possible, so the users understand it. 
• Problem-solving skills —You must know how to locate the problem, analyze it, and offer a solution.

Find all the key hard and soft skills future help desk employees are looking for below.

For roles within IT, it can be beneficial to list the software you are proficient in and technical skills you have at the top of your resume , just after the opening summary or objective. Recruiters will need to know this information first.

Soft Skills

• Problem-solving
• Collaboration skills
• Multi-tasking
• Meticulousness
• Organizational skills
• Active listening
• Critical thinking

Hard Skills

• Technical Support
• Computer Literacy
• Google Suite
• Microsoft App Knowledge
• Email Support
• Database Management (Apache Hive, Elasticsearch, MongoDB, Oracle PL/SQL)
• User Interface and Query Software Proficiency (Amazon Redshift, Blackboard, ServiceNow, Transact-SQL)
• Experience with Development Environment Software (Apache Kafka, Apache Maven, Microsoft .NET Framework, Microsoft PowerShell)
• Operating System Expertise (Apple iOS, Bash, Microsoft Windows Server, UNIX Shell)
• Web Platform Development (Django, Google Angular, Microsoft ASP.NET, Spring Framework)

Select the best help desk resume skills that reflect those given in the job description. These skills have to reflect your proficiency in the job at hand. Don’t try to oversell your skills—recruiters have a nose for lies that appear on resumes . 

How to Add Other Sections for an Effective Resume

Extra sections can give recruiters an idea of who the candidate is outside their academic and professional profile. 

Again, when thinking about what to put in this section, always connect the information to the job you are applying for .

Give an overview of projects you have completed and industry organizations you belong to. If you haven’t listed your certifications in the the education section, you can create a subheading to list them here.

Help Desk Resume Samples: “Other” Sections

Below is an example of how you might include extra sections. Remember that any certifications or volunteer work should also be listed in a reverse chronological order.

Continued learning

• Completed various engineering and IT courses, focusing on network management and data security, XYZ University, 2019-2021
• ITIL Foundation Certification, awarded by AXELOS Global Best Practice, 2020
• Microsoft Certified: Windows Server Fundamentals, Microsoft, 2021

>> Languages <<

Fluent in English, Italian, and German, offering a strong advantage in multilingual IT support environments

>> Personal Interests and Endeavors <<

Regular participant in community tennis and basketball leagues, demonstrating teamwork and leadership capabilities

Checklist to Keep in Mind

If you have followed all the instructions we have provided in the guide above, you should have no trouble creating an impressive Help Desk resume.

Go through our key takeaways to make sure that you have covered all the aspects for updating your resume :

• Use a professional font and strong keywords to attract the recruiter’s attention when presenting yourself.
• Choose the reverse-chronology resume format as the best form of presenting your professional experience.
• Write a strong resume objective or summary to introduce yourself
• Use the experience section to emphasize your accomplishments and the impact that you made in any of your previous positions.
• Include the skills that highlight your strengths, talents, and software proficiency
• Use Extra Sections to present projects, continued learning, and other information relevant to the application.
• List all your degrees, licenses, and certificates that will make you stand out in the crowd 

Don’t forget to check out our other resume examples and a variety of modern and professional templates to help you make your own!

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Help Desk Analyst Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the help desk analyst job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations
• Logging and tracking calls using a call tracking system and maintain history records and related problem documentation
• Monitoring the ticketing system for self-service requests and following up with the requestor for additional information/troubleshooting
• Facilitate communications as necessary, including making external calls, setting up conference calls, and providing information to relevant parties
• Answering, evaluating, and prioritizing issues arising from voice mail, email, and web requests for assistance from users
• Monitoring and escalating severe issues following escalation process, ensuring service level agreements are met
• Creating/maintaining user accounts, resetting passwords, creating groups etc
• Provides top quality customer service by assisting employees with problems that occur
• Provide an accurate record of each call in incident management tracking tool
• Plan, prioritize, organize and complete work to meet established objectives
• Provides technical support of business applications. Escalates to SME, and higher level support personnel
• General issues resolution for Exchange, BES, Citrix, networking and other more advanced pieces of infrastructure
• Understand and execute standard escalation procedures with tier two support
• Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers
• Works independently and with the team to develop solutions and manage multiple tasks
• Monitor call queues and manage work schedules
• Administers and resolves issues with associated end-user workstation networking software products
• Perform all other duties as assigned by the Information Technology Manager
• Assist the Help Desk Manager with reporting, analysis, or training and testing tasks
• Assist Network, Telco, Storage, and Server teams as necessary
• Assist in maintaining inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment
• Basic knowledge of PC hardware, MS Office, basic printer troubleshooting skills, ghosting software, and knowledge of web browsers
• Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired
• Highly customer focused with ability to provide consistently excellent customer service and professionalism
• Excellent organizational skills, ability to prioritize multiple priorities and strong attention to detail
• Working knowledge of common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications
• 1- Knowledge about Windows operating systems XP and Windows 7. Be able to troubleshoot basic problems within Windows OS
• Excellent ability to follow procedures and processes to ensure we remain IT Compliant
• Able to utilize the ISC knowledge base, documentation and ISC tools to assist in first call resolution of issues
• Basic knowledge of IP phone connectivity and troubleshooting
• Ability to exhibit a customer-oriented and professional demeanor at all times

15 Help Desk Analyst resume templates

Read our complete resume writing guides

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• Strong communication skills to be able to work with employees and assist non-technical users with troubleshooting remotely
• Strong background in Windows client operating systems, standard desktop applications (i.e. Office, Internet Explorer, anti-virus tools), Windows Server Operating Systems, and Active Directory

Level Help Desk Analyst Resume Examples & Samples

• Provide support and resolve IT issues for our COG Head Office, Stores and Distribution Centre’s globally
• Work with 2nd and 3rd level IT technicians as team to deliver seamless resolution to customer queries on all services and incidents
• Log all escalated incidents and ensure timely follow up to resolve issues within required timeframes
• Effective call management techniques to provide call coverage and reduce call wait times

Help Desk Analyst Resume Examples & Samples

• High School Diploma or GED required
• Minimum 2 years of experience working with desktop and server operating systems, including Windows XP required
• Minimum 2 years of application support experience required with Microsoft applications including Office and Outlook
• AA degree or equivalent trade school certification preferred
• Working knowledge and understanding of operating systems, applications and products utilized by the bank
• Understanding of the data processing environment and the impact to business functions when systems and/or applications are unavailable
• Strong knowledge and proficiency in PC software such as spreadsheets, word processing and graphics packages
• Ability to work autonomously and be a self-starter
• Strong planning, organizational, interpersonal, and verbal and written communication skills
• Represents basic qualifications for the position. To be considered for this position you must at least meet the basic qualifications
• Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance
• Desktop support, local apps support, troubleshooting issues associated with network, local servers, printers, remote access and file shares
• High level of experience with Apple OS X, Microsoft Windows (desktop/server); Linux/Unix a plus
• Respond to questions from all emails and callers
• Become familiar with each department and their respective applications
• Learn fundamental operations of commonly used software, hardware, and other equipment
• Follow standard Help Desk operating procedures; accurately log all Help Desk tickets using the defined tracking software
• Become familiar with helpdesk policies and services
• Other duties as assigned by the Help Desk Manager
• Creativity. Ability to think around problems and come up with creative solutions is helpful
• Some travel within U.S. on an as needed basis
• Working knowledge of common operating systems and software applications
• Bachelor’s degree (B.A. or B.S.) from a four-year college or university; 4 year related experience and/or training; or equivalent combination of education and experience
• Maintain a professional and pleasant manner, using proper customer service skills (telephone and/or email) and providing Reliable, Responsive, Empathetic and Competent service
• Communicate with other ADS Service Desk Analysts, vendors, and/or subject matter experts to solve issues with automated applications
• High School diploma or equivalent education
• Previous experience using Microsoft office products (Microsoft Word, Excel, Windows Operating Systems, Microsoft Outlook, and Internet Explorer)
• Previous experience with LOB applications and processes
• Licenses or certifications

Associate, Help Desk Analyst Resume Examples & Samples

• Responsible for resolving and managing all incoming calls via our toll free phone number utilizing troubleshooting techniques
• Respond to a wide variety of technical issues both hardware and software related. Tickets come in via calls, chats or escalations by other team members
• Alert clients and team members when major problems are suspected
• Perform recovery testing to confirm availability of systems
• Document and tracks status of client inquiries and coordinates appropriate response to ensure client satisfaction
• Communicate fixes to the field, team, and/or division
• Meet and/or exceed minimum call handling standards and customer service measurements
• Perform related duties as assigned or requested
• Demonstrated strong customer service skills
• Self-motivated, independent worker; ability to be a team player
• Able to maintain a positive and professional attitude when working with complex issues or difficult customers
• Ability to develop effective internal/external working relationships
• Ability to work in fast paced environment and learn new technologies quickly
• Familiarity with the following technologies is a plus: Windows 7, 8, 8.1, Mac OS X, IOS, Android, VMware, Junos, Internet Explorer, Lotus Notes, Salesforce, MS Office applications, Mobile Devices
• Proven experience with customer service and technical support is preferred
• Knowledge of
• Strong English language skills, both written and verbal
• Must be flexible and able to work in a fast-paced environment

Associate Help Desk Analyst Resume Examples & Samples

• Works closely with the Call Center Managers, effectively communicating the day’s events, troubleshooting efforts, and ticket statuses
• Sends incident notifications and follow-up requests to contacts both within and outside the call center environment
• First line of defense for all incidents that happen to any GCCS related call center
• Participates in the rotation for On Call Duties which is to provide overnight coverage for Incident Management
• Creates training documentation and delivers new hire and up skill training for members of the Operations Support Team
• Responsible for the Severity Incident Tracking Report spreadsheet (Daily/Weekly/Monthly)
• Diagnose technical problems and determine whether they need to be escalated to the Service Desk. When issues need to be referred to the service desk ensure they are prioritized at the right level of severity
• Excellent verbal and written communication skills
• Well organized and detail-oriented
• Prior experience supporting the delivery and implementation of technology solutions in a call center is required

Senior Help Desk Analyst Tps Resume Examples & Samples

• Secondary school education
• 3 - 5 years of relevant work experience
• Proven ability to read, analyze, and interpret product documentation and technical procedures.　
• In-depth understanding of all TPS products, services, systems, processes and procedures
• Financial Background or experience is a plus
• Answer calls to the Help Desk line and effectively log these calls into the Incident Management software to ensure that all vital information is captured
• Provide first level support via phone or by using remote support tools for all calls as needed. Attempt to resolve all incidents on first call if possible and document resolutions into the Incident Management software
• Troubleshoot issues related to desktops, laptops, peripherals, software and business applications
• Walk users through accomplishing common technical tasks
• Route calls and incidents to other support personnel as needed in order to address user requests and to resolve problem issues
• Follow up on calls and incidents that are assigned to other support personnel in order to ensure timely and appropriate resolution
• Involve third party support personnel as needed in order to resolve problem issues
• Notify the User Community when Production outages occur

IT & Help Desk Analyst Resume Examples & Samples

• Provide technical support in-person, over the phone, and remotely, utilizing the help desk system to track and document issues and their resolution
• Provision, install, troubleshoot, upgrade, and repair hardware (PC desktops and laptops), software, peripheral components (keyboards, mice, etc.), and mobile devices
• Create, manage, and support user accounts and email inboxes
• Install and support network printers and copiers
• Install and support desktop phones and customer telephony needs
• Troubleshoot remote access issues
• Order and maintain stock of IT equipment, supplies, and consumables
• Create and maintain user and technical documentation, including IT knowledge-base and inventories
• Coordinate with outside vendors as required to troubleshoot and solve hardware, software, or network issues
• Participate in a rotating emergency weekend and holiday on-call schedule
• BA/BS technical degree or equivalent training
• 1–2 years of Help Desk experience, supporting users at all levels
• Expertise in the following

Enterprise Help Desk Analyst Resume Examples & Samples

• Acts as a role model and provides technical support and guidance to entry level analysts in the areas of technical troubleshooting, professional call handling and customer service in a continuous user support environment
• Assists department supervisors and manager in developing, planning, maintaining and conducting training for entry level analysts
• Documents user problems, resolution and new solutions for future reference
• Identifies trends in continuing hardware, software or systems problems, and recommends systems modifications
• Provides on-call technical support after hours and on weekends for resolution of first and second level problems of critical severity
• Refers user problems to second- and third-level support groups within Information Technology and to outside vendors when additional assistance is required for resolution
• Uses Enterprise Help Desk (EHD) tools and resources to provide customer service and problem resolution
• Coaching and training others (1 year)
• Networks and operating systems (1 year)
• Utilizing problem management and knowledge base tools (1 year)
• Ability to work both independently and as part of a team
• Ability to follow detailed procedures
• Ability to prioritize multiple tasks in a fast-paced environment
• Intermediate to advanced problem diagnosis and troubleshooting skills

Int Help Desk Analyst Resume Examples & Samples

• Taking calls from clients
• Resolving incidents
• Creating, updating, and maintaining the Remedy Knowledgebase
• Executing SRC requests
• Updating Remedy tickets
• Prioritizing workload to meet departmental KPI’s and organizational SLA’s
• Tutoring clients and teammates on standard PC applications
• Provide First level support to Wayfair employees for all IT-related concerns and technologies such as: Windows 8.1 ,Windows 7, Windows Server 2012, Exchange Server 2010, Lync, Active Directory, DNS, DHCP, File/Print Services, Spam/Virus Protection, VOIP telephony, CISCO networking and our own proprietary software
• Maintain, analyze, and troubleshoot hardware, software, and computer peripherals
• Utilize Microsoft SCCM to image PCs and deploy software
• Support conference room equipment and prepare rooms for vendors
• Deploy, configure, and maintain loaner equipment
• Above average communication skills and the ability to effectively communicate via phone, email, instant message and in person
• Troubleshoot and support our Ethernet networks (LAN/WAN) and VPN connectivity
• Help seek out and implement ways to make all system and process more efficient
• BA or BS degree from a 4-year college or university
• 1-2 years of current IT support experience
• A high degree of technical aptitude and troubleshooting skills
• Solid understanding of Microsoft technologies - Active Directory experience, including user/computer, user profile, and Group Policy Object management
• A strong sense of customer service, attention to detail, and desire for organization
• Ability to multitask and work in a team setting
• Experience in a helpdesk or other service-oriented IT role a large plus
• Scripting/automation experience with Powershell, VBScript, PHP, or Bash, a huge plus

Senior Help Desk Analyst Resume Examples & Samples

• As the Senior IT Technical Analyst your primary responsibility will be the coordination and management of IT Infrastructure projects and the support of Spyder-specific systems
• You will be the secondary / backup / escalation point of contact for all end-user technical issues
• You will work closely with the GBG technology team, coordinating on Spyder projects with them
• You will create and maintain technical and end-user-facing documentation
• You will serve as the primary person responsible for supporting Spyder’s IT infrastructure and end-user computer systems, working closely with the GBG technology team wherever possible / necessary
• Provide first hardware & software troubleshooting & technical support for all users when the IT Support Technician is not available
• Provide second level hardware & software troubleshooting & technical support for all users
• Work closely with the GBG technology team to coordinate and drive projects to support Spyder’s needs – for example: Call Manager, Contact Center Express, Wallboard (Cameo), Chat (Lync), Paging (IPCelerate), VPN (Junos Pulse), FTP service, Citrix, Server migrations
• Manage Spyder-specific systems that are not supported by the GBG technology team – for example: Google Apps, Filemaker applications & servers, Surveillance cameras and network video recorders, Alarm & access systems, Warehouse shipping stations, Warehouse Label printers, Wireless handheld scanners, Fax services, Local network printers, High-end color printers, StyleShoots, Visual Retailing, Box, Portfolio for the iPad
• Maintain Spyder’s Intranet site, and drive content to it
• Ensure that periodic computer operations are carried out - backups, disk space, time settings, software updates
• Create, organize, and maintain technical-focused as well as end-user documentation of systems, applications, and procedures
• Proactively engage with the business staff to ensure things are working smoothly and Spyder’s IT systems are meeting their needs, identifying any gaps or areas needing improvement
• Special technology projects as assigned
• Mentor and guide the IT Support Technician’s work in the following areas
• Strong working knowledge of OS X
• Strong Windows XP & Windows 7 knowledge
• Microsoft Office – Outlook, Excel, Word, Powerpoint for Mac & Windows
• Good understanding of wired & wireless networks
• Good understanding of IT infrastructure – cabling, routing, switches
• Basic programming – Visual Basic, Scripting, Google Forms
• Technical troubleshooting ability – able to sort through variables to find the root cause of computer problems, and then resolve them
• Flexible & Adaptable to change – as the business grows, and as technology evolves
• Google Apps – Docs, Sites & Forms
• FileMaker Pro
• Retrospect Backup
• 2+ years of IT Industry experience; 2+ years of successful experience handling level 1&2 Service Desk / Desktop support and training
• Familiarity with MacIntosh product support
• Microsoft Office/Suite proficient (Word, Excel, PowerPoint, Outlook, etc.)
• Strong pro-active task management and follow-up skills
• Contribute to the delivery of support services to meet business service levels by the effective logging, recording, analysis and management through to resolution of Incidents, service requests, and IT hardware and software procurement requests
• Contribute to the effective management of change by accurately receiving, logging and coordinating the day to day delivery of changes in line with current change processes and procedures
• Ensure high levels of customer satisfaction and customer service by the effective management of support calls. This achieved by continual monitoring of all support calls, effective communication with the customer regarding progress and escalating support issues with support teams, 3rd party support and management where required
• Contribute to availability of support services by achieving team operational service levels for support activities and using support techniques such as providing 1st line fix wherever possible
• Ensure all incidents, requests and changes are accurately logged, classified and managed on the support tool in line with existing ITIL based best practice processes and procedures in place for each function
• Ensure communication of changes with appropriate delivery, support and business units seeking authorization for implementation where required
• Maintain an accurate schedule of change, escalating to management changes with a potential service impact or where change conflicts occur
• Ensure the Ongoing accuracy of the support tool by performing CMDB updates resulting from Incidents, changes, new systems and services implementation and as a result of IT Hardware and software procurement requests
• Use CMDB processes to accurately track hardware and software items ensuring software licensing legal compliance
• Ensure support tool CMDB reflects authorized state of IT infrastructure across all environments using configuration management techniques, audit reporting and manual audit techniques
• Broad Technical experience of Microsoft Active Directory, Outlook and Office suite
• Technical expertise in at least on service management support tool, such as ‘Assyst&#8217
• ITIL: service management support process expertise in one or more of the following: Incident, Problem, Change and Configuration management
• At least 2 years’ experience in an IT support team role
• At least 2 years in a customer facing customer service role
• Service delivery using ITIL principles at least 1 year

ATM Help Desk Analyst Resume Examples & Samples

• Seeing the problem to the end or giving the problem the proper turnover (both before a lunch break and the end of shift). Consistently gives good turnover reports and takes the time necessary to ensure oncoming shift is given up to date information on all problem tickets within Gasper and PSC
• Recognizing others are in need of help and support for a time / task. Takes pride of in doing the job right the first time with all tasks. Encourage pride in your co-workers work and attitudes while in ATM Support
• Escalate all ATM outages as per the “ATM Escalation Matrix”
• For lost communication outages analyze any patterns and attempt to identify lowest common denominator (power, circuit, topology) of the failure, then escalate appropriately
• Escalate all ATMs down longer than 8 hours to ATM Support Manager. Furnish details of what is causing the delay (parts, missed ETA, etc.)
• Escalate all missed EC (emergency cash orders) after 6 hours to ATM Support Manager. Also, Issuing e-mails to Card Services
• All analysts are expected to update Gasper tickets with their comments every 2 hours, which includes reviewing of the total ticket. Be proactive, you should not wait for Gasper to dispatch to the contact. Analysts should make the calls whenever possible to avoid any delay, actively calling Branches to clear faults
• Daily reporting, all Analysts are expected to be able to generate all of the daily availability and status reports. All sites down greater than 24 hrs. need brief description as to next steps to bring ATM back in service
• Monthly and special reports; assist manager in creating and/ or updating many different types of reports including the monthly report, adhoc outage reports and the Sheetz penalty report
• ATM Support is here to assist all callers. Be courteous and professional at all times. Let the caller feel your smile
• When we are unable to help the caller we are expected to give the caller the correct contact phone number and name, then do a warm transfer introducing the two parties and explaining the reason for the transfer. Maintaining the phone matrix
• Be a good listener - No time will be saved if we talk over the Branches, so be very courteous, professional and wait for a natural break in the conversation before asking questions. Set a leading example to other co-workers
• Internal customer (non – branch) can be more demanding because they are not customer focused, as we have been condition to be. Having said that, we must be on our guard to remain courteous and professional. Handing difficult callers is what makes you above others
• Divide the work evenly. The work is expected to be re-divided when analysts are at lunch or meetings to ensure that the work is not missed. Sharing and re-divide as the day goes on. You always handle the more difficult tasks
• We expect no negative comments about the overall Bank, our department or other employees. We are all part of a team and should work together to ensure we are building up this our department. Promotes teamwork and take pride in our department and our role in maintaining / increasing ATM availability. Teamwork is not just a word to this person. We are looking for most valuable player – ATM Support, Bank Teamwork and over all increase in ATM availability plans/steps/actions/quality of tickets everyday
• Remaining engaged for your entire shift answering phones, updating Gasper tickets, producing reports, and lending your talents with the installs, upgrades and closings. Keep your ACD “call time” to a minimum to ensure a minimum of abandon callers. Limiting the amount of personnel calls and / or cell calls. Internet is to be used for M&T business and ATM Support functions
• Look for ways to improve on overall ATM availability and Department productivity. The Analyst is actively looking to create ways to improve steps in ATM Support. Helps maintain documentation and contact listings
• Bachelor's Degree a plus
• Strong oral/written communication skills
• Must be proficient with Microsoft Office suite
• Financial background or experience is a plus

Intern, Help Desk Analyst Resume Examples & Samples

• Provide friendly, customer-focused support of the company in support desk and technical operations
• Ensure that all incidents are recorded in the incident tracking system
• Initiate follow-up on all incidents that are not immediately resolved
• Escalate tickets as needed to tier 2 technicians
• Ensure that all incident resolutions are recorded in the ticketing system and knowledgebase
• Perform desktop upgrades and new installations as required
• Assists in new hire administration
• Enter purchase orders for equipment and reconcile invoices for all IT related expenses
• Asset tracking
• Currently seeking a degree in Information Technology
• Experience with ticketing system
• Anti-Virus/Spyware Removal experience
• Ability to work under stress and respond and resolve a broad range of customer requests
• Ability to be organized, share knowledge and work independently as well as collaboratively
• Windows 7 Professional
• Basic Active Directory Administration
• Lotus Notes highly desirable
• Numara Asset Management Platform a plus

Help Desk Analyst, Associate Resume Examples & Samples

• Monitor and troubleshoot ATM hardware and telecommunication incidents
• Initiate and receive calls to and from clients, data centers, ATM service companies and telecommunication vendors to resolve incidents
• Document reported issues, troubleshooting steps and actions taken
• Follow established guidelines to accomplish tasks and solve routine/non-routine problems
• Meet the individual customer service call volume and quality expectations
• Participate in continuous process improvement in order to improve service, reduce costs, and improve quality
• 0 – 2 years of professional work experience
• Excellent customer service with strong verbal and written communications skills required
• Proven ability to analyze and resolve problems with attention to detail
• Knowledge of the financial services industry
• Knowledge of ITIL, Six Sigma or Gasper
• Problem solving and troubleshooting skills
• Ability to apply technical skills, knowledge and troubleshooting experience to additional shrink wrapped and proprietary applications and systems
• Ability to properly document troubleshooting steps and processes in an appropriate fashion
• Capable of maintaining a professional demeanor during stressful situations
• Proficient in verbal and written communications
• Basic Windows OS knowledge (Windows 7, 8, 10)
• Ability to troubleshoot issues with Microsoft Office Technologies (Word, PowerPoint, Excel, Lync, etc.)
• Familiarity with McAfee Security Software (ePO, AV, McAfee Full Disk Encryption, etc.)

Dev-help Desk Analyst / HDA Resume Examples & Samples

• Installs, maintains, configures, upgrades and/or administers hardware and/or software in assigned multiple technology domains
• Diagnoses, analyzes and resolves issues for customer(s) across assigned multiple technology domains
• Creates, organizes, files and maintains documentation
• Reviews and monitors enterprise security systems; takes appropriate action and responds to alarms/alerts per agency policy and procedure (e.g., anti-virus, spam)
• Interfaces with other platforms from a hardware and/or software perspective
• Answers questions and presents informal mentorship opportunities to peers and/or lower-level staff via conversation,
• 5 plus years field experience
• Responds to a wide variety of technical issues both hardware and software related. Tickets come in via calls, chats or escalations by other team members
• Alerts clients and team members when major problems are suspected
• Performs recovery testing to confirm availability of systems
• Documents and tracks status of client inquiries and coordinates appropriate response to ensure client satisfaction
• Familiarity with the following technologies is a plus: Windows 7, 8, 10, Mac OS X, iOS, Android, VMware, Junos, Internet Explorer, Lotus Notes, Salesforce, MS Office applications, Mobile Devices
• Help desk or customer support environment supporting various hardware, software and personal computer tools, (1 year)
• Problem management and knowledge base tools, (1 year)
• Retail Point of Sale systems and or computing systems, (1 year)
• Acts as a role model and provides technical support and guidance to Service Desk analysts in the areas of technical troubleshooting, professional call handling, and escalation procedures
• Assists Service Desk leadership by providing feedback to aid in the coaching and development of analysts in a timely manner
• Update, modify, and create knowledge base articles in a timely manner to ensure Service Desk Analysts have the most up to date information
• Effectively identifies and communicates trends, knowledge article updates, troubleshooting tips, etc., to the Service Desk, Incident Management, leadership, and cross functional teams
• Provides on-call technical support after hours and on weekends for resolution of high priority incidents
• Escalates incidents to multiple teams across the organization when further assistance for resolution is required
• Answers incoming customer contacts during peak periods, when additional experience is required, or as needed
• Utilizes tools and resources to stay up to date on technical knowledge in a multi-platform, fast-paced, and changing environment
• Uses Service Desk tools and resources to provide legendary customer service and problem resolution
• Advanced technical skills with multiple hardware/software platforms
• Ability to work with analysts/users with varying technical skills
• Proven ability to coach and train others
• Critical thinking skills and sound decision making
• Ability to provide legendary customer service
• Ability to follow detailed procedures/processes
• Ability to prioritize multiple tasks in a fast-paced environment, with a sense of urgency
• Ability to exercise sound judgement, show initiative, and effectively use resources
• Ability to receive/deliver feedback to/from multiple audiences
• Documents user problems, troubleshooting steps, resolutions and escalation paths using Service Desk tools and resources
• Performs first-level core troubleshooting on hardware/software systems, answers question and provides technical solutions
• Experience using a knowledge base and ticketing system
• Familiarity with multiple hardware and software systems with some technical knowledge
• Ability to handle multiple tasks simultaneously
• Seeing the problem to the end or giving the problem the proper turnover (both before a lunch break and the end of shift). Consistently gives good turnover reports and takes the time necessary to ensure oncoming shift is given up to date information on all problem tickets within ATM Services channel
• Recognizing others in need of help and support for a time / task. Takes pride of in doing the job right the first time with all tasks. Encourage pride in your co-workers work and attitudes while in ATM Services
• Escalate all ATM and TCR outages as per the “ATM Services Escalation Matrix”
• For lost communication outages analyze any patterns and attempt to identify lowest common denominator (power, circuit, and topology) of the failure, and then escalate appropriately
• Escalate all ATMs down longer than 8 hours and TCR down longer than 3 hours to ATM Services Help Desk Manager. Furnish details of what is causing the delay (parts, missed ETA, etc.)
• Escalate all missed EC (emergency cash orders) after 6 hours to ATM Operations Help Desk. Also, Issuing e-mails to Card Services as needed
• All analysts are expected to update Gasper and Service center tickets with their comments every 2 hours, which includes reviewing of the total ticket. Be proactive, you should not wait for Gasper to dispatch to the contact. Analysts should make the calls whenever possible to avoid any delay, actively calling Branches to clear faults
• Service Center tickets need to be opened for all “loss comm.” problems before they can be assigned to the NCC. The information in Gasper should agree & mirror the information in the PSC tickets. Resolution / cause are need for the reporting, it must be in the Gasper ticket for the monthly report
• Daily reporting, all Analysts are expected to be able to generate all of the daily availability and status reports. All sites down greater than 24 hrs.need brief description as to next steps to bring machines back in service
• Maintaining the “ATM Project Report Log” that documents all projects and problems that are encountered
• ATM Services is here to assist all callers. Be courteous and professional at all times. Be able to handle difficult calls to resolution
• When we are unable to help the caller we are expected to give the caller the correct contact phone number and name, and then do a warm transfer introducing the two parties and explaining the reason for the transfer. Maintaining the phone matrix
• We expect no negative comments about the overall Bank, our department or other employees. We are all part of a team and should work together to ensure we are building up this our department. Promotes teamwork and take pride in our department and our role in maintaining / increasing ATM Services channel availability. Teamwork is not just a word to this person. We are looking for most valuable player – ATM Services, Bank Teamwork and overall increase in ATM availability plans/steps/actions/quality of tickets every day
• Remaining engaged for your entire shift answering phones, updating service tickets, producing reports, and lending your talents with the installs, upgrades and closings. Keep your ACD “call time” to a minimum to ensure a minimum of abandon callers. Limiting the amount of personnel calls and / or cell calls. Internet is to be used for M&T business and ATM Services functions
• Look for ways to improve on overall ATM Services channel availability and Department productivity. The Analyst is actively looking to create ways to improve steps in ATM Services. Helps maintain documentation and contact listings
• Answer hotline calls from NY Times employees, freelancers, and contractors and create tickets following established policies and procedures
• Troubleshoot and resolve technical and functional issues via phone, email, and remote control using available resources. May respond to worksites on an exceptional basis to resolve problems unable to be resolved remotely
• Remotely complete software installation, modification, and deletion requests
• Utilize call tracking management software to create, resolve and/or escalate technical issues
• Serve as the central point of contact for all technical issues
• Document standard operating procedures as requested
• Identify and improve processes and procedures that can improve the customer experience
• Assist in the training of less experienced staff members
• Perform related work as assigned
• Position requires 3+ years of experience in the field of IT helpdesk/Desktop Support
• Excellent technical troubleshooting techniques
• Experience troubleshooting issues with Windows and Mac OS X, Active Directory, MS Office, and Google Apps
• Experience with mobile device wireless synchronization technologies
• Experience troubleshooting printing issues
• Exceptional written/verbal communications skills, and possess the ability to interface with end-users effectively
• Must be able to work effectively in stressful situations
• Must be available to provide 24×7 support as necessary
• Ability to manage time and workload effectively
• Ability to perform in a dynamic environment with changing schedules and priorities
• Poses a “whatever it takes attitude” to ensure the customers issues are resolved
• Capable of grasping new technologies and applications to support changing business needs
• Facilitate support by following documented procedures
• Prior experience installing and troubleshooting hardware/software and setting up new computers
• Intermediate knowledge of Windows XP Pro, Windows 7, and Microsoft Office
• Familiar with Symantec Ghost(imaging software)
• Monitor and troubleshooting POS/ATM transaction authorization hosts and transaction denials
• Research and investigate customer inquiries related to ATMs and POS/ATM transaction authorization hosts
• Attend on-going training to achieve level of technical skill needed to solve more complex problems
• Perform and complete other duties as assigned
• Monitor and troubleshoot Host links and telecommunication incidents
• Monitor and troubleshooting Host/ATM transaction authorization and host transaction denials
• Research and investigate customer inquiries related to ATMs and transaction authorization Links
• A strong Provide first/second level technical support for the Tribune’s Technology systems
• General understanding of database and data communication systems,
• Proficiency working with a variety of operating systems, including XP, Vista and Mac OS X
• Broad understanding of PC hardware and software, including Desktop management tools, Microsoft Applications suit and Internet Explorer
• Ability to diagnose and isolate PC hardware and software problems; basic knowledge of software applications used at Tribune corp. helpful
• Good analytical skills and problem solving abilities; demonstrated commitment to assuming responsibility and assuring appropriate follow-through
• Possess technical and customer service skills/knowledge
• Has knowledge of Desktop PC, Laptop, NICs, TCI/IP, client applications, web applications, Citrix, Windows XP, 7, Office 2007, Outlook, RSA Tokens, Encryption Software, VPN – Remote Access systems, Remote Control Systems (Goverlan, LogMeIn), AD, and Lotus Notes
• Troubleshoot and maintains stand-alone printers, network printers, copiers, digital senders
• Understands installation, configuration, and troubleshooting processes for software, hardware, networking and accessory equipment
• Perform Various Password resets
• Perform User Access Provisioning for systems and databases
• Self-starter who is able to work well in a team environment
• Knowledge of Command Prompt with respect to troubleshooting network issues
• Knowledge of commonly-used concepts, practices, and procedures related to Windows XP, Windows 7
• Installation, configuration, and troubleshooting of MS Office 2007/2010 and basic corporate image desktop applications
• Troubleshooting knowledge of: printers, copiers, digital senders
• Experience using Remote Control applications
• Experience using Service Desk/Help Desk systems
• Lotus Notes, Citrix, VPN Knowledge, Symantec Ghost, Office 2003/2007/2013, Microsoft Outlook, Windows 7 Pro, Blackberry, Good Client, Apple IOS Devices and Mac, MacAfee antivirus solutions, Adobe Pro/Standard, Avaya Phone System, HP Printer and Scanner, Canon Copiers
• 3-5 Years Helpdesk / NOC Experience
• Excellent Customer Service Skills
• Excellent Oral / Communications Skills
• Knowledge of Servicenow.com – Major PLUS
• ITIL Foundation Certified preferred
• A+ Certified preferred
• AIX or UNIX experience
• Three years of relevant phone support and technical work experience
• Hands-on work with networking, PCs and operating systems
• Experience with server virtualization concepts

Assoc Help Desk Analyst Resume Examples & Samples

• Responsible for supporting real time request via phone and email to the the GCCS Operations Support inbox, where the majority of the ad-hoc requests arrive
• Support technology projects, including the validation of business & functional requirements and participation in user acceptance testing
• Act as a liaison between Visa's technical & business support teams, fostering a partnership relationship between them and effectively managing customer expectations
• Responsible for the On/Off Boarding of new call center agents in various lines of business
• Participate in bridge line meetings established to trouble shoot issues related to the call centers, identify impacts, provide updates and represent the call centers in helping drive a quick and effective resolution
• 2+ years of customer service experience
• 3+ years of experience in a Help Desk/Technical Support environment
• Course work in computer science or information technology preferred
• Answer incoming calls and work within a very structured and team oriented environment
• Serve in a leadership role by assisting other analysts with incidents and providing updates to the team on impacting issues
• Responsible for ensuring that updates to Knowledge articles or SharePoint are maintained and accurate
• Requires individual to maintain ticket registration accuracy above 97%
• Ensure that all Remedy incidents created by the team are properly created, escalated, and updated according to defined processes
• Serve as the initial escalation point for clients and executives
• Work with internal/external technical support resources to proactively understand issues and communicate that information back to the team
• Provide timely, professional, and accurate responses to clients’ issues
• Serve as a service desk Subject Matter Expert (SME) resource for various internal projects
• Maintain an expert capability level within ticketing and paging systems
• Respond to email notifications and inquiries as needed to ensure issues are resolved quickly
• Responsible for reviewing incidents daily to ensure issue is being worked and service levels are met
• Initiate event bridges that result from an outage or critical events. Must be able to correctly determine the impact and urgency of issues and respond appropriately, according to pre-defined processes
• Ability to read and understand technical manuals, procedural documentation, and create standard operating procedures
• Requires that individual attend conference calls, meetings, special events in the place of management, as needed
• Experience Requirement - 1-4 years Help Desk/Service Desk experience
• Experience with ticket tracking systems
• Working knowledge of MS Windows operating systems and MS Office Suite
• Experience navigating the internal knowledge bases to research & diagnose issues
• Experience navigating the internet to research & diagnose issues
• Subject Matter Expert (SME) on at least two major Fiserv applications
• Ability to serve in a proactive leadership role, in order to assist other helpdesk analysts with ongoing issues
• Experience performing in a more senior or lead position
• Experience with mainframe system security and Network Operations a plus
• Experience using Active Directory for administering user accounts
• Excellent Computer skills including MSOutlook and MSWord
• Knowledge of using an incident management or CRM system to record information, and manage workflow
• Strong communication skills (both written and verbal) are required to build and maintain good relationships with your Global Helpdesk colleagues, internal support teams, external suppliers, stakeholders, and key users across the business
• Experience working within a customer service or IT department would be highly advantageous, but is not essential
• At least 2 years experience in an IT support team role
• Acting responsibly with potentially confidential information, and being aware of IT Security and HR polices when processing information/data
• Managing your time effectively to ensure availability to log, resolve and deliver incidents and requests for services in line with the volume your colleagues are logging
• This role would require adhearance to the strict scheduled start times, break time and scheduled time off since it is a help desk environment where coverage is essential
• Monitor Tandem and Unix server operations: server hardware, applications and processing
• Monitor, review and respond to alerts from automated system monitors
• Monitor TNG and Data Express for job and transmission failures
• Complete Daily Check Sheets
• Monitor Tandem Viewpt for system alerts
• Monitor Tandem Monbatch for aborts
• 1 – 2 years of professional work experience
• Basic knowledge of UNIX command line syntax is a must
• Basic knowledge Tandem non-stop system is a must
• File Transmissions
• Knowledge of Windows / UNIX login processes
• Proficiency with computers and related office equipment
• Knowledge of the financial services industry, ITIL, Six Sigma or Gasper a plus but not required
• Minimal if any
• 5+ years of previous experience as a Help Desk Lead with a Bachelor's Degree in Computer Information Systems or related field; or, 10+ years of Help Desk experience a Computer Technician without a Degree
• In depth knowledge of Windows OS’s, Microsoft Office suite
• Experience deploying technology solutions utilized by a global enterprise
• Experience configuring and troubleshooting Acronis Images
• Understanding of Active Directory concepts and services (DNS, printing, WINS, DHCP, DFS, GPO)
• Familiar with troubleshooting DNS, DHCP and TCP/IP
• Familiar with VLANs, basic firewall functions, switch and POE operation
• Experience with troubleshooting, diagnosing and resolving technical issues using community based as well as OEM and team based support sources
• Awareness of regulatory compliance and role of systems in supporting compliance and security
• Pharmaceutical, Biotechnology, or Life Sciences industry
• Comfortable in both Windows & Macintosh environments
• Exceptional customer service, communication and analytical skills
• Above average technical skills
• Passion for helping customers with technical questions and issues
• 1+ years of working experience with supporting technology is preferred, but not necessary

Intermediate Help Desk Analyst Resume Examples & Samples

• Responsibilities will include taking calls from clients, resolving incidents, creating, updating, and maintaining the Remedy Knowledgebase, executing SRC requests, updating Remedy tickets, prioritizing workload to meet departmental KPI’s and organizational SLA’s, and tutoring clients and teammates on standard PC applications
• Conforms with and abides by all regulations, policies, work procedures, instruction, and all health and safety rules
• Qualified candidates should have experience with the Microsoft Office suite and electronic mail systems, particularly MS Exchange
• Two to three years of experience in customer support with emphasis on Windows XP is required
• Excellent customer service and organizational skills are required
• Two year computer science degree or equivalent or a minimum of 3 years technical experience required
• Some knowledge of LAN/WAN connectivity, Remedy, Mainframe Operations, Telecommunications and Microsoft or equivalent certification is preferred
• Ability to focus despite distractions
• Ability to quickly learn Help Desk process, from logging to informing customer solution is in place implements solutions not fixes
• Proactive Thinking skills
• Ability to be flexible and work well in a team environment
• Ability to learn technical product information quickly and accurately
• Office 2007, 2010, and 2013
• Windows 7/8
• Remote Access VPN
• Password Administration
• Hardware Diagnostics
• Network Fundamentals

Intern Help Desk Analyst Resume Examples & Samples

• 40% Analyst, Help Desk (Systems Access)
• Responsible for the validation, input and accuracy of user id set-ups and location database
• Ensure integrity of documentation by keeping records on file for audit purposes
• Ensure that users' approval authority on the system is as per policy / approved by the appropriate manager(s)
• Maintain and update supplier contact access
• 10% Training
• Prepare Training materials for new users of the PROCUREMENT applications
• Use of appropriate tools to record on demand training modules
• Prepare, schedule, and liaise with the Webmaster to publish updated schedules
• Deliver Training sessions, in English or French, using Live Meeting or WebEx
• 30% Application Support
• Very good knowledge to support over 2 applications with medium complexity, plus some knowledge on other applications
• Provide excellent application support with ownership for first point of contact resolution
• Monitor the call tree queue and email inboxes and distribute work load accordingly
• 10% Processes and Standards
• Display the ability to accept, manage and support change in an environment that is closely aligned with the Bank’s policies and directives to mitigate risk to the Bank
• 10% Risk Management and Control
• Responsible for ensuring that all Systems Access Requests (New, Amend) have met the compliance requirements
• Comply with the set of SOX controls for all system administrative tasks
• Report any suspected or unauthorized transactions
• Work with the Governance and IT Security teams to set controls around system access
• Sound knowledge of the BMO Financial Group structure i.e. Enterprisewide
• Advanced and Hands on experience with MS products, e.g. Excel, Word, Power Point intranet/internet environment and databases from a user interface perspective
• Very good knowledge of Procurement, Payables and Sourcing Computer applications
• Excellent interpersonal skills and communication skills (oral and written)
• Self-motivated Team Player and willingness to assist at all times
• Ability to work under pressure and multi task in a fast paced environment
• Proven ability to quickly assess and identify issues and provide well thought of solutions
• 2+ years of previous experience providing telephone based Technical Support and/or Desk Side Technical Support
• College Degree in a Computer-related discipline
• Strong knowledge of PC systems and MAC systems (desktop and laptop), as well as wireless devices and printer hardware
• Previous experience supporting mobile devices or with Mobile Device Management platforms (Airwatch)
• Previous experience with entering and tracking tickets in an incident management system (Service Now)
• Ability to troubleshoot wireless handheld devices (Blackberry, Droid, iPhone, iPad, etc.)
• Ability to troubleshoot remote technologies (RDP, VPN, Citrix, etc.)
• Law firm experience
• One or more of the following certifications: MCITP: Enterprise Desktop Support Technician on Windows; MCITP: Enterprise Desktop Administrator on Windows 7; MOS: Microsoft Office Specialist; Certification in Word, Excel and Outlook (version 2010); ACMT: Apple Certified Macintosh Technician; and, HDI HelpDesk Analyst Certification
• Knowledge of VOIP technology telephone system
• Previous experience with Active Directory
• Knowledge of Video Conferencing systems
• Troubleshoot and, time permitting, work to resolve problems during the customer’s first call. Provide Level 1 IT support. Perform as a technical specialist and diagnostician responsible for troubleshooting, problem solving, and maintaining desktops, Point-of-Sale (POS) systems, and peripherals
• Proficiency in Microsoft Windows 7
• Proficiency in troubleshooting Windows 365 Office products, including licensing issues
• Provide basic administrative support such as creating network and email accounts, editing permissions and performing file restorations
• Assign tasks to appropriate support personnel (Level 2 IT Support)
• Communicate with those who have requested assistance, as well as the involved IT support personnel, to maintain reasonable expectations as to anticipated events
• Familiarity with Numara Foot Prints or other helpdesk software systems
• Ability to work with all levels of corporate personnel telephonically, and to convey a professional, courteous, and helpful identity of the IT Dept
• Excellent interpersonal, written and verbal communication skills required
• Willing to work varied shifts if necessary
• Subject to work weekends and holidays (especially during holiday seasons)
• * Please note we are seeking someone for the 1030am - 7pm shift Monday through Friday. Candidates must have availability and flexibility to work downtown Chicago or in Buffalo Grove
• Call center experience is required or a role in which a great deal of time was spent on the phone
• Ability to effectively present information and respond to questions from managers and customers
• Strong Customer Service focus
• Acheivement oriented
• Respond to calls and email and document each interaction in the help desk ticketing system
• Gather information, analyze that information and troubleshoot in the correct direction
• Reset passwords in various Information Systems
• Troubleshoot Microsoft Windows XP and Windows 7 Professional client computers
• Troubleshoot Windows printing issues
• Map network drives
• Troubleshoot email issues on smartphones such as the iPhone, Android and Blackberry
• Leverage remote support technologies to resolve complex issues
• Upgrade computer components, such as RAM, hard drives, video cards
• Contribute to the team by writing knowledge-based articles and publishing them to the KB repository
• Minimum 1-2 years of job-related experience in an IT Help desk required.Experience supporting multiple site locations highly preferred
• Previous experience with a ticketing system highly preferred
• Outstanding communication and customer service skills required
• Industry certifications such as, MCITP, A+, Net+, MCDST, SSCP, etc. a plus
• Understand basic Windows networking using TCP/IP, DHCP, static IP addressing, Cisco VPN and DNS
• Some scripting skills, e.g. Visual Basic, MS PowerShell
• Understand Windows O/S imaging technologies
• Previous experience/education in computer operation, help desk or related area
• The ability to prioritize, delegate and escalate event situations appropriately with limited direction
• Strong inter-personal, communication and customer service skills
• Ability to accept responsibility and meet deadlines
• Excellent English verbal/written communication skills
• Pursuing or have obtained a degree/education in Computer Technology or related field
• Basic knowledge of and experience in using and troubleshooting Windows 7, Office 2010, SharePoint, Adobe, Dell hardware, peripheral devices, and Apple devices
• Basic knowledge and experience in using and troubleshooting mobile devices such as iPads & iPhones
• Basic knowledge and experience using and troubleshooting network connectivity (wired and wireless) for both home and office
• Insightful : Make timely well considered decisions, create innovative solutions and continuously learn

It-rsc-help Desk Analyst / HDA Resume Examples & Samples

• 2+ years experience in a technical Helpdesk role
• 2+ years troubleshooting technical user issues and documenting the needed information into the ServiceNow platform
• 2+ years experience supporting windows OS (7, 8.1 and preferably 10)
• 2+ years experience with Microsoft active directory and Microsoft Windows OS as well as the Office suite (Office 365)
• 2+ years of experience in a position where good communication and customer service is required
• Information Technology customer service experience
• Experience with wired and wireless networking, including Virtual Private Network (VPN) remote connectivity
• Experience with Office 365 and Outlook
• Knowledge of Microsoft Active Directory administration
• Knowledge of incident management and service request fulfillment processes
• Possess a sense of urgency and be able to prioritize work
• Not applicable

Dot-help Desk Analyst Resume Examples & Samples

• IT help-desk or desktop support role
• Experience troubleshooting issues via phone/email/desktop
• Experience using Service Now or similar order ticketing system
• Working knowledge of Excel spreadsheets
• Strong communication/ leadership skills
• Act as the escalation point for high priority support issues
• Serve as second level support for a CMS project, answering phone or email support requests
• Perform troubleshooting and analysis according to established procedures/scripts maintained in knowledge database
• Route/refer trouble tickets to other help desks or CMS resources and provide status updates to clients
• Attend various meetings with business owners, developers, and programmers regarding pertinent issues affecting clients
• Perform extensive research into client issues resulting in clear and concise resolutions
• Develop, review, and update process and reference documentation on an ongoing basis
• Adhere to all appropriate CMMI standards that affect the position
• Knowledge of Remedy and/or TSO systems
• Experience using Microsoft Office 2010
• Experience using MS Excel
• Ability to handle confidential or sensitive information with discretion
• Strong analytical, organizational, verbal and written communication skills
• Experience in a medium- or high-volume customer service call center
• Preparation and delivery of reports for customers

IS Help Desk Analyst Resume Examples & Samples

• Answer and record online calls coming into the 24/7 Help Desk
• Utilize stored information and documentation to help resolve issues
• Utilize various communication methods including email and instant messaging applications
• Triage calls to appropriate groups if call cannot be resolved
• Provide daily turnover reports
• Occasionally lift and carry supplies and equipment weighing up to 30 pounds
• Relocate to a new location if needed
• Perform other duties as assigned by Help Desk Supervisor
• Travel to other sites required
• Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment
• 2 year college program certificate, or equivalent work experience
• One year experience in Customer Service, phone experience preferred, Healthcare IT preferred
• CompTIA A+, and/or CompTIA Network+ certification is preferred
• General knowledge of supported software packages: MS Office 2003,2007, 2010, Office 365 , Exchange, Internet Explorer, and SharePoint
• Knowledge of desktop operating systems: Windows 2000, Windows XP, Vista, 7, 8, and Mac OS X
• Knowledge of Cisco SSL VPN, Secure ID, and Sophos AV, Microsoft System Center End Point protection
• Knowledge of wireless devices including but not limited to Blackberry and iPhone
• Knowledge of HP/IKON printers
• Knowledge of repair of Intel based PC hardware
• Familiar with computer hardware including basic data communications networking equipment, hubs, routers, and cabling infrastructure
• General knowledge of LAN, Wi-Fi, and internetworking protocols: TCP/IP, netBEUI, Netbios, AppleTalk
• Ability to multitask and prioritize work requirements
• Excellent interpersonal and communications skills, including the ability to establish and maintain effective working relationships with others
• Ability to communicate effectively to Steward personnel using written and oral formats
• Adhere to the department Mission statement and values

Help Desk Analyst, Junior Resume Examples & Samples

• Service walk-up customers seeking IT support
• Provide friendly professional service 100% of the time
• 3-4 years of related experience
• Available to work rotating shifts, follow documented processes and provide the highest quality of customer service
• Generate tickets for all contacts to the Help Desk/Center Telephone Operators
• Assign tickets to appropriate personnel when required
• Experience with Remedy or other Help Desk incident tracking software including ticket creation, macro and reporting functions
• Fluency with basic PC/Mac operating systems, network troubleshooting and productivity software (MS Excel, MS Word, MS Outlook, etc.)
• Ability to type at least 60 WPM
• System Administration experience a plus
• Proficient in the following
• Create accounts, answer questions
• High School Diploma required
• 3-4 years of experience as a Help Desk Professional or related Customer Service position
• Ability to multi-task (Talk, Type, and Think)

MA NG Help Desk Analyst Resume Examples & Samples

• 2-5 years of directly related experience in help desk operatons and network administration and support
• Prefer experience with VoIP telephony
• Prefer experience with alarm and network monitoring using SolarWinds Orion or equivalent network management system
• Prefer experience with Remedy trouble ticketing system or equivalent
• Experience with network security / information assurance a plus
• Answer incoming calls to the Service Desk
• Provide first line response for users requiring assistance with issues relating to PC's, applications and basic network communications
• Resolve problems reported by phone and record problem and resolution details in the ticketing system
• Assign proper ticket priority for incoming issues
• Provide basic support for office productivity applications such as Microsoft Office, e-mail, and other Line of Business software as assigned
• Provide basic administration of user accounts and passwords
• Escalate more involved problems to the appropriate Tier 2 support team
• Minimum 1 year experience in a Help Desk/Call Center environment
• Excellent communication, written and verbal is a MUST
• Excellent customer service skills is a MUST
• Knowledge of networking basics, Microsoft Office, and email
• Handle help desk calls which requires troubleshooting hardware and software problems in addition to testing and deploying new applications and hardware in a team environment
• Deploying and redeploying workstations
• Conducting training for users on the use of software and computer systems
• Provide level-2 Support for a suite of several Product Development Bill of Material applications (AVBOM2 and TC BOM)
• These applications service over 10,000 global client users, as well as hundreds of suppliers
• Support will include problem solving, complex SQL queries, data analysis, working to resolve supplier connectivity issues, interfacing with various internal Ford IT support teams, and input to monthly metrics reporting
• Lead process improvement utilizing six-sigma methodology
• Implement new processes and services across the Product Development Suite
• Work with Development team to prioritize system maintenance work
• Lead annual Security Review Process to answer Security and Control questions and -provide assurance of control adherence
• Lead annual Disaster Recovery and access review processes
• 5+ years of development experience of J2EE application on Oracle database
• 2+ years of support experience of J2EE applications with problem solving -Experience in problem solving issues
• Three or more years of experience working on application security controls such as SOX audit compliance similar to the client’s SCRP system
• Ability to communicate effectively with business users
• Experience in working as part of a global team
• Technical Qualifications/Skills: -J2EE/Java Technologies
• Database (Oracle, SQL Server) and PL-SQL
• Unix/Linux Shell scripting and problem solving
• ITIL Process / Service Management
• MS Office Products especially Excel
• Business Objects Must be able to work with off shore resources
• Have good written and verbal communication skills
• Must have the ability to multi-task and work on a variety of work assignments
• Bachelors in computer science
• Provide first tier technology service desk support to all users and locations; including support of computer hardware,software, printers, network, and telephony issues
• Service requests and incidents in a manner congruent with our service level agreements via email, chat, and the Service Desk Ticketing Platform
• Ability to evaluate and prioritize incoming service requests in order to deliver service in the most efficient manner possible
• Research problems using internal knowledge base,colleagues, the internet, and other tools
• Methodically track all incidents and service requests in a tracking system
• Basic active directory tasks such as account creation/deletion, password reset, unlock user accounts, and computer object administration
• Participate in projects as needed
• Document actions taken during resolution process and log all interactions
• Stay current with IT environment, changes, and updates
• Diligently research to find solutions for problems and proactively notify management when new knowledge base articles need to be created
• Possess excellent written and verbal communication skills
• Possess excellent customer service and communication skills
• Ability to follow prescribed processes and procedures
• Present a professional image in conduct,attitude and attire
• Highly motivated, self-starter able to work alone or as part of a team
• Contribute to the development of the service desk and related processes
• Excellent technical troubleshooting and problem solving skills
• Proficient to expert knowledge of MS desktopOS’s (Windows 7, Windows 10)
• Proficient to expert knowledge of MS officesuites (2010, 2013, 2016)
• Windows Server 2008/2012 and Active Directory experience
• Some Exchange 2013 Office 365 experience
• Proficient to expert knowledge of desktop/laptop/thin client computer hardware and setup
• Proficient project management skills
• Experience with troubleshooting tier 1 issues locally and remotely
• Fundamental understanding of computer networking Experience
• Experience with Citrix environments is a plus
• Bachelors degree desired, preferably in computer science, information systems, or technology
• One to two years help desk experience and/ortraining; or equivalent combination of education and experience
• Professional certifications are desirable(Microsoft Certified Professional, A+, or Network+)
• Required: High school diploma or G.E.D
• Preferred: Associate's degree in a related field
• Required: No experience required with an Associate's degree in a related field; two years of experience in Information Technology without an Associate's degree in a related field
• Provides accurate and creative solutions to customer problems of moderate nature to ensure customer productivity
• Assists in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction
• Acquires and maintains current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers
• Responds to after hour customer calls
• Assists in maintaining Service Desk e-mail and web portal(s) by reading, opening/documenting information into tracking tickets and escalating to proper person or department
• Assists in the development and maintenance of a problem resolution knowledgebase
• Typically have 2-4 years of directly related experience within a service desk/technical support environment
• Ability to use Service Desk standards and follow guidelines, as well as help others interpret policy
• Broad range of network, desktop and mainframe knowledge is highly desirable
• HDI Support Center Analyst Preferred
• Proficient in Microsoft Office suites; Familiar with XTML
• Your accountabilities will include
• Support customer inbound requests through phone, self-service and other channels as developed by Service Desk
• Acquire and maintain current knowledge of relevant environments (software and hardware) and support policies in order to provide accurate solutions to customers
• Available to do After Hours support – weeknights and weekends
• Document all calls in ticketing program
• 2-4 years previous experience working in a help desk or service desk environment
• Excellent customer service skills
• Good communication, problem solving skills and telephone etiquette
• MAGIC Training or previous customer service training desired
• Desktop experience: MS Office 2010 Professional Products, Windows 7, Windows 8
• Internet Explorer 8, 9, 10., and other Browser experience
• Familiar with Cisco VPN, Service Now, Cisco VoIP and Soft Phone a plus
• Hardware support, HP/Kodak/Canon Printer, Scanners, and Rightfax
• Mobile device support. IOS, Android
• Minimum typing 30WPM
• Excellent attention and orientation toward meticulous work
• Ability to project and maintain a professional and positive attitude
• At least one year working in a Level 1 environment preferred
• Experience working with computer software including Word, Excel and Access preferred
• Experience working with clinical trials and/or within pharmaceutical environment preferred
• Experience communicating with and supporting software end users
• Experience identifying and troubleshooting software problems
• Customer Service: Provide consistent, clear, pleasant and friendlycustomer support to users via phone calls and emails
• Technical Aptitude / Troubleshooting: Identify and diagnose PCand Systems issues. Apply technical knowledge to resolve PC andsystem issues
• Documentation: Appropriately document requests, problemcategorization, resolution and follow-up using the Helpdeskproblem management tool
• Strong team player with positive attitude and highly motivated
• Team focus, efficient use of time
• 0 - 2 years of Help Desk experience preferred

Temporary Help Desk Analyst Resume Examples & Samples

• Become an expert in the use/administration of the company’s computerized helpdesk system (currently Numara FootPrints)
• Provide IT’s customers with a positive experience, regardless of the difficulty of the situation
• Assist in the documentation and revision of Helpdesk/IT processes
• Perform any other duties deemed necessary by the Manager of International IT Operations and Help Desk
• A degree in MIS, Computer Science, Telecommunications or other related technical field is desired. Substantial and proven industry experience will be considered in lieu of the degree requirement
• Technical-level experience and operational knowledge of a diverse set of data center infrastructure and desktop computer components, including IBMi Series (AS/400’s), Windows-based servers, desktops and laptops, printers (all-in-ones, desktop, as well as Retail Store Receipt printers), cabling systems, and communications equipment
• Familiar with Federal Financial Statements, Federal Contracts and Grants
• Proficient in DATA Act legislation and requirements
• Understanding of Federal financial, award and or grant data, including definitions, transactions, reconciliation and reporting requirements
• Understanding of the DATA Act published data model and files
• Able to develop issue response and content development quickly and accurately
• Able to quickly identify and quantify issues and provide appropriate solutions
• Ability to communicate effectively through written and spoken words
• BA/BS degree from an accredited college/university in a technical, analytical, or financial field (MIS, CIS, Business, Finance, Accounting, Accounting Information Systems, etc.)
• At least 2 - 6 years of help desk and/or database entry experience
• Excellent analytical skills, attention to details, and a high level of initiative
• Basic understanding of financial statements preferred
• Knowledge of MS Office (specifically Access, Excel, and Outlook)
• Outstanding client service skills, and written and verbal communication skills are required
• Ability to obtain US security clearance (US Citizen)
• Resolve customer, PACER application, and technical problems
• Analyze, isolate, and resolve technical Case Management/Electronic Case Filing (CM/ECF) issues for attorneys filing new documents
• Log incoming calls into the call logging system under the appropriate category
• Answer incoming 800 telephone line
• Notify senior staff of errors in the CM/ECF and PACER applications
• Prepare daily balancing report on payments received
• Able to work and interact with others in a team environment
• Minimum of 9 years of experience, 6 in either a call center environment or position involving significant call volume
• Operation of call centers, help desk resolution centers and dealing with commonly deployed IT products
• Uses of automated problem reporting and tracking systems
• Analyzing computer systems, networks and mainframe problems
• Business communications and personnel relations
• Written and oral communications
• Effective listening and team building
• Effectively communicate in writing and/or orally with customers, technicians and vendors describing in detail what a user needs to do to resolve a problem
• Conduct independent research when necessary
• Two years’ experience in a high volume IT help desk environment
• Advanced experience (3-5 years) in a fast paced IT Call Center/ Help Desk/ Operations environment with CRM systems
• Advanced operation of personal computers including software installation and configuration
• IT Healthcare systems and applications experience preferred
• Experience with Windows operating system and other application troubleshooting
• Ability to communicate effectively with all levels of hospital team members
• Strong communication and interpersonal skills; problem solving ability, customer service orientation, ability to manage multiple priorities and follow defined project methodology to meet goals
• Service Excellence skills
• Excellent communication skills in person and on the telephone
• Ability and availability to work varied shifts if required, including nights, weekends, and holiday shift
• Ability to work with minimal supervision, work independently, and within a team environment
• Provide friendly and helpful customer service, as first line of contact into the Digital Solutions team
• Maintain accurate records of resolving and closing tickets
• Responsible for pushing Teamsite editions to production; coordinate non-Teamsite production deployments
• Responsible for pulling website copy decks, for LMR (Legal, Medical & Regulatory) submission
• Assist other team members, with ad-hoc requests, as needed
• Basic understanding of health care business practices with fundamental understanding of project management methodology
• The ability to become proficient in IT systems and leverage available information systems to provide value added analysis
• Demonstrated interpersonal and communication skills including an ability to interact with and establish good working relationships with diverse individuals
• Project coordination with the ability to be proactive and identify creative, effective technical solutions
• Self-leadership demonstrated by initiative and positive approach to tasks, decision-making and problem-solving skills with a willingness and aptitude to learn new technology
• Teamwork skills based on willingness and ability to work in a global and diverse business environment and to interact with others in various functions, businesses and levels
• Monitor the AWRDS help desk kiosk for new issues
• Review and evaluate issues routing them to the correct department for resolution
• Clarify issue by directly communicating with Tier I site support
• Assign tickets and ensure tickets are addressed in a timely manner
• Test and duplicate the AWRDS issues described
• Determine if issue is resulting from improper operating procedures or is a potential problem within the software
• Advise ticket submitter of correct operating procedures, if applicable, or if ticket will result in an SCR or defect
• When requested provide details and answer questions of developers, analyst, and/or testers
• Compile statistical reports on help desk activity as required
• Maintain Help Desk Knowledge Base with relevant information about correct processes and workarounds for known issues
• Previous experience in U.S. Army logistics and/or with AWRDS/Maintenance Workbench, LMP, GCSS-Army, SAMS-1, SAMS-2, SAMS-I/TDA a plus
• Critical thinking and excellent diagnostic ability
• Experience with CMMI or LEAN a plus
• Mission orientated. The job comes first
• Proficiency with Microsoft Office (Word, Power Point, Excel, and Access)
• Ability to learn and be familiar with formal procedures through all stages of the Systems Development Life Cycle (SDLC)
• Basic knowledge of SQL a plus
• Basic knowledge of database structure a plus
• Basic knowledge of performing audits against database to determine potential issues a plus

Help Desk Analyst, Lead Resume Examples & Samples

• Manage daily activities and procedures of the help desk
• Serve as backup to the Sr. Director, I/T Operations for help desk related activities
• Respond to users’ requests for information and assists in problem resolution
• Maintain contact with users on operational and production problems
• Produce and analyze routine production reports
• Check quality and distributes reports requested by users for on-site and remote users
• Assist in coordinating the resolution of application/software systems problems that impact production
• Assist systems and programming personnel, as requested
• Assist in resolving technical computer operations equipment problems
• Log documents and maintain history records on information technology production problems
• Initiate corrective action and carry out instructions to resolve system problems on production jobs
• Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion
• Develop and maintain service level agreements with user departments and enterprise business units
• Good communication skills, both written and verbal
• Decision-making and problem solving skills
• Basic reporting and analytical skills

Business Operations / Help Desk Analyst Resume Examples & Samples

• Two to three years of experience in operations/technology project management activities
• Experience in Business Continuity Planning, Vendor Management, Project Management and payroll support is very helpful
• Experience in bank systems HOGEN, CACS, RMS, ALS and AFS also helpful
• General knowledge of policies, plans, procedures, products and regulatory requirements for assigned business unit
• Ability to conduct an analysis of a business need, including scheduling meetings, planning agendas and conferring with business line leaders
• Thorough understanding of project management and testing methodology and procedures
• Ability to work as part of a project team
• Excellent verbal and written presentation and communication skills
• Excellent computer skills, especially Microsoft Office applications
• Monitors the Help Desk queue, and ensures tickets are resolved before the exceeded target completion date/time, or to the customers satisfaction
• Responds to telephone calls and emails requesting assistance
• Tracks and monitors all issues to insure a timely resolution
• Installs and configures PCs, laptops, printers, fax machines, and other equipment as assigned
• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, software, and peripherals
• Documents, maintains, upgrades or replaces hardware and software systems
• Supports and maintains user account information including security rights and systems groups
• Works with all levels of Information Systems staff to help identify problem solutions and documentation
• High school diploma or general education degree (GED)
• Two or more years of technical customer service support and tracking
• Two or more years with desktop setup, configuration and support
• Two or more years with Windows Operating and Microsoft Office Systems
• Familiarity with the following preferred
• Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast paced call center environment that operates 24x7x365
• Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed In addition, providing feedback on technical documentation for publication in Knowledge Base
• Follow all escalation procedures according to service level agreement
• Use remote control tool to assist end users when needed
• Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
• Anticipate customer needs and proactively identifies solutions
• Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 7 environment, offering a variety of level 1 to 1.5 solutions over the phone. Using remote control tools to assist customers when needed
• Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems
• Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time, etc.)
• Bachelor's Degree (or higher) OR High School Diploma/GED with 1+ years of experience with Call Center and/or in a Technical Support role
• 1+ year of experience in a Call Center environment and/or Technical Support
• 1+ year of experience in Technical Support (preferably in a help desk) with experience with resetting passwords and verifying caller's identity
• 1+ year of experience using an Incident or Call Tracking System
• Experience assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions)
• Typing speed of 50 WPM a plus
• Experience working with a Knowledge Base or Knowledge Tool
• Experience using and supporting IP Phone Systems
• Experience troubleshooting remote access tools (VPN) and general connectivity (LAN/WAN) issues by phone
• Experience with supporting Microsoft Office Suite (including Outlook) and Handheld Devices
• Experience with supporting MAC Hard and Software
• Exposure to or knowledge of ITIL Practices
• Experience in a large corporate environment
• Experience working in environment where success was gauged by balancing call handle time and first call resolution or other specific metrics
• Provide user assistance to resolve submitted tickets
• Contribute to installation procedures and standards development to establish consistency
• Install, configure, and update desktop/laptop software applications
• Maintain a high degree of professional proficiency relative to Firm wide systems, and emerging technologies
• Maintain advanced usage of Firm-wide Help Desk tracking database
• Provide extended business hour support on a rotational basis with other members of the Information & Technology Department
• Provide moderate to complex technical advice and guidance to ensure high levels of customer service
• Provide firm wide IP-telephony support, including voicemail services
• Responsible for ensuring firm wide desktop hardware lifecycle is being met
• Maintain advanced understanding and support of the firm’s software in use
• Work with firm’s power user community to document resolution to complex issues
• Identify and document work-arounds of escalated requests, making these available in the knowledgebase
• Assists in the creation of IOP (Internal Operating Procedures)
• Assist end users with setting up new or replacement smart mobile devices
• Provide conference room audio/visual support
• Create, modify and delete Active Director accounts as needed
• Contribute to the creation of standard desktop images
• Complete other tasks as assigned
• Recent Enterprise support of 300 plus users/Windows 10 (required)
• Support of user in Citrix environment (required)
• Computer hardware refresh experience (required)
• ITIL Foundation certification (required)
• Experience with supporting accounting software: CaseWare, CCH ProSystem, Quickbooks (preferred)
• Demonstrated ability to accomplish multiple tasks in a heavy workload environment
• Minimum of three years providing hardware and software support
• Bachelor's degree or mix of education and experience. (3 years of experience substituting for year of education)
• 3+ years experience providing telephone and desk side support to end-users in a Windows network environment
• Experience working with third party vendors to support firm environment
• Clear, effective written and verbal communication skills
• Ability to generate and interpret individual reports and metrics
• Experience supporting Citrix and VPN environments, Microsoft Office Suite
• Excellent time and project management skills
• Self-motivated with ability to work with limited supervision
• Two years of experience in a similar customer service or help desk role
• Required to work flexible schedule, including overnight shifts and weekends
• Knowledge of the financial services industry(preferred but not required)
• Knowledge of the ITIL, Six Sigma or Gasper (preferred but not required)
• 2- Off the shelf knowledge of the office suite. Including O365. Will be supporting internal customer via email and phone
• 3-Customer Service: The service desk prides themself on their customer service to their customers. They need to have experience working with angry

Help Desk Analyst Tier Resume Examples & Samples

• 2) Experience with knowledge/support of desktop operating systems (XP and Win7), server operating systems (Windows 2003 and 2008), MS Office (version 2007/2010)
• 3) 1 to 2 years' experience of supporting Android and Apple smart phones
• 4) Working knowledge of Microsoft Active Directory and Citrix
• Recent, relevant and proven working knowledge/support of desktop operating systems (XP and Win7), server operating systems (Windows 2003 and 2008), and associated applications (Internet Explorer and Adobe Reader)
• Understanding of Microsoft Applications administration including the installation and support of Internet Explorer (version 8, 9, 10) and Microsoft Office (version 2007 and 2010)
• Good understanding of TCP/IP, DNS, and DHCP
• Working knowledge of Microsoft Active Directory and Citrix
• Experience supporting Android and Apple smart phones
• Experience monitoring networks using Solarwinds
• Proficiency in the use of Microsoft Office tools (Word, Excel, PowerPoint, and Outlook)
• Telecom/Telephone application/infrastructure support experience beneficial
• Experience with Software & Management Associate's (SMA) OpCon scheduling software beneficial
• Demonstrates ability and desire to learn company products and services and associated applications, technology, and terminology
• Excellent interpersonal and communication skills, both oral and written
• On-call availability 24/7 and willingness to work flexible shifts
• Capable of lifting and transporting moderately heavy objects, such as printers, computers and peripherals
• Ability to sit for prolonged periods of time while operating a computer
• A satisfactory performance and attendance record is required
• Candidates will be required to pass applicable pre-hire compliance checks
• Windows 7 support (help users navigate through operating system and using Microsoft Office suite)
• Analytical Troubleshooting - hardware and software (not just support through procedure manual, must ask questions) - examples of calls: 1) My PC is slow, what do I do? (Is it the whole pc, is it applications, can I remote in, have you rebooted?) 2) My monitor isn't working. (Is it on, have you unplugged cables and re-plugged in, what colors are lights?) 3) I'm not able to print? (is it everything you can't print, just word, just pdf?)
• Documentation - What the person has done for support for undocumented issues. Put into shared drive to find potential solutions

Senior Tier, Help Desk Analyst Resume Examples & Samples

• Diagnose and resolve problems related to the use of hardware, software, peripheral devices, communication packages, host and LAN/WAN connectivity or other problems
• Understand and comply with security and support policies and procedures
• Recognize problems and alert appropriate escalation points as needed. (CHD Tier II staff or other FSGs as required)
• Uses appropriate tools to log, track, escalate, resolve and close calls and Incidents received by the help desk
• Follow up on all reported problems, ensuring complete customer satisfaction
• 1-3 years of technology/customer service experience required
• Client-facing level one technology support role for a global user-base
• Role involves basic troubleshooting of Microsoft applications and proprietary system
• Business Delivery and Operations provide response to customer questions received via telephone calls, callbacks, emails, and help desk requests.Provide technical and production support for TPSM/FX/CC products, and services and systems, including incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained. Upon identification of possible broader, systemic issues independently take action to contact the SOD (second level support), clarify causes provide support to rectify and develop a recommendation for actions to manage the customer experience
• Assist customers in trouble shooting and resolving issues during deployment and ongoing use of products and services, effectively diagnosing and working through complex problems with a high level of accuracy and with a focus on providing exceptional customer service.Act as a first level escalation point for other Help Desk Analysts with clients, strategic partners; TPS sales and product management to ensure issue resolution. Promote positive customer relations by consistently providing exceptional customer service and fostering trust and confidence by taking ownership of support issues, providing friendly and accurate resolutions, and diligently searching for solutions when the answer is unknown Escalate issues that are beyond the level of expertise through the appropriate channels
• Maintain up-to-date in-depth knowledge and understanding of TPS products, services, processes and relevant legal, regulatory and technology requirements Consistently strive to improve service levels, improve client satisfaction and loyalty scores by identifying an providing recommendations for process improvement opportunities, including system and parameter changes, while managing costs effectively
• Develop and maintain strong working relationships with T and O resources to develop a good understanding of the systems and facilitate discussions around issues resolutions as needed
• Risk Management and Control Monitor completion of all internal and external operational effectiveness/ compliance requirements to manage risk within acceptable limits. Protect the Banks assets by adhering to all applicable regulations, Policies and Procedures, legal and ethical requirements, process requirements, established risk guidelines and regulation requirements. Maintain the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank Policies and Procedures. Follow security and safeguarding procedures in accordance with Bank policy for the prevention of loss due to fraud, money laundering or defalcation; identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering. Managerial Leadership (This role does not directly manage people)Support the Help Desk Manager by providing operational/day-to-day leadership, coaching to Help Desk Analysts Build productive relationships with other team members to encourage an atmosphere of collaboration and team
• Achievement oriented
• Handles incoming communication to the Help Desk including ACD calls, voice mail, email, and walk-ins by accurately analyzing, resolving, and documenting problems and requests in accordance with current standards
• Follows up with all customers to ensure work orders are completed, and ascertain customer satisfaction in accordance with established procedures and service levels
• Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
• Develops business and technical writing skills
• Assists Field Support Analysts with technical issues
• Engages in special projects as assigned
• No experience required with an Associate's degree in a related field; two years of experience in Information Technology without an Associate's degree in a related field
• Resolves issues using existing knowledge base documentation and tools
• Escalates problems to appropriate individuals based on established guidelines and procedures
• 0-3+ years of progressive broad-based information systems and business experience supporting IT applications and technical issues
• Provide primary technical support for Managed Services technologies, including firewalls, servers, and routers
• Assist on core product implementation projects
• Perform daily and weekly administrative and maintenance tasks on client hardware
• Minimum of 1 year previous IT experience providing technical support in an enterprise level environment

Help Desk Analyst for AHA Advisors Resume Examples & Samples

• Relevant experience in a contact center environment
• Minimum 1 year in a technical support environment
• Good knowledge of Internet services and network configurations including broadband DSL/cable modems and routers as well as wired or wireless home networks
• Familiarity with common AppleCare tools (iDesk, iLog, CICO, Auto IP Mailer, TimePal, etc.)
• Familiarity with AppleCare policies and procedures
• Seeks technical challenges and enjoys resolving complex technical issues
• Excellent written and verbal communications skills - customer contacts will be via both phone and chat
• Ability to effectively handle simultaneous chat and voice troubleshooting contacts
• Adaptive interaction with users of diverse levels of technical proficiency
• Willingness and ability to work non-standard business hours (early mornings, nights and/or weekends)
• Strong communication skills are critical
• Strong problem solving skills, attention to detail and eye for process improvement are desired
• A basic understanding of web applications is a plus
• Ability to obtain and maintain certain job-related certifications if no job-related advanced degrees
• Experience and knowledge of browser-based applications
• Experience working in a Application/Production Support based (not hardware) help desk environment
• Working knowledge of social services and Medicaid programs and systems
• Experience writing and running SQL queries
• Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions
• Technical school or 2-year Associate Degree required with equivalent experience; Bachelor Degree preferred
• Strong interpersonal, oral and written communication skills
• Outstanding customer service experience and resourcefulness
• 1-3 years help desk or technical support experience
• Must possess working knowledge of current technologies and strong analytical skills
• Willingness to work in 24x7 environment
• Excellent Communications skills (Voice & Email) to handle global customers
• Should have good analytical and typing skills
• Must have or be able to obtain a NAC security clearance
• Retail POS Support experience (1 year)
• Recent, verifiable experience working with
• Desktop operating systems (Windows XP, Windows 7, Linux OS) and
• Security: password reset, authentication
• Remote Desktop Connection and/or Remote Access (dial-up, vpn)
• PC hardware configurations and diagnostics
• LAN/WAN technology
• Experience with Linux OS, UNIX (any version) and Servicenow.com is a
• Plus.Certifications within discipline such as: Help Desk Institute, Information Technology Infrastructure Library (ITIL), IT Service Management (ITSM), MCSE, A+, Six Sigma, CMMI
• Business experience in retail and/or sales and distribution
• Experience with Servicenow.com, ITIL process
• Provide Tier 1 technical support for computer hardware and software issues, including direct and remote network connectivity
• Minimum 5 years technology support experience
• Familiarity with mobile device technologies
• Experience with Automatic Call Distribution technology and reporting
• Proficient verbal and written communication skills
• Ability to multi-task and adapt to a rapidly changing environment
• Aptitude in understanding technical concepts and learning new technologies

HP Help Desk Analyst Resume Examples & Samples

• Analyze business, and other data processing problems to implement and improve computer systems
• Analyze user requirements, procedures, and problems to automate or improve existing systems and review computer system capabilities, workflow, and scheduling limitations
• Provide 2nd level support as required
• University degree in computer science or an equivalent qualification
• Strong 2nd level help desk experience
• 3+ years of post-degree work experience in the IT Service Management area and/or international projects, preferable experience with Service Request Management processes
• Technically experienced with HP Asset Manager and HP Service Manager, especially in the creation of products and workflow designs
• Knowledge of IT services and related topics and processes
• Confident appearance in the international context
• High ability to work independently
• Customer and team orientation
• Microsoft Office competency with outstanding Excel skills
• Attention to detail to ensure quality, efficiency, integrity and compliance with internal controls and policies
• Confidentiality

Entry Level IT Help Desk Analyst Resume Examples & Samples

• Provides telephone or electronic 1st level technical support for the determination, resolution, or escalation of technical problems related to Windows environments and Windows applications, electronic mail, internal applications & databases, security issues, desktop hardware/software, server hardware/software, and production equipment related issues
• Interacts with business customers of a variety of services with a high degree of tact and diplomacy to promote a positive image of the IT support center
• Uses verbal and written communications to demonstrate a customer-focused attitude when dealing with customers
• Accurately communicates pertinent information to create a work environment that lends itself to the best interest of departmental personnel and customer service
• Diagnose, troubleshoot and document technical issues and requests using documented procedures and available tools
• Record and communicate status information in a timely and accurate manner
• Ensure incident resolution by maintaining and managing incident lifecycle
• Initiate escalation procedures as appropriate to ensure management awareness of issues that are severe in nature or that are exceeding documented targets
• Maintain effective communication, both technical and non-technical, with colleagues, superiors, and customers
• Develop and maintain a good rapport with other colleagues, business partners, and customers
• Interact and collaborate with cross-functional teams
• Utilize and contribute to knowledge management tools and processes
• Minimum of 1 year IT Help Desk support experience
• Experience with ITIL concepts, practices, and procedures
• Ability to quickly analyze and resolve technical issues as they occur
• Proven experience supporting Microsoft Windows and Mac OS X operating systems
• Proven experience supporting Microsoft Active Directory and Microsoft Office Suite
• Proven experience providing remote IT assistance by utilizing appropriate tools
• Strong time management and task management skills
• Strong Organizational skills
• Ability to produce quality work under pressure to meet deadlines
• Exhibit creativity and innovation in an effort to enhance the customer experience
• Relevant industry knowledge of widely used systems and applications
• Ability to work an eight-hour shift anywhere between 7am and 8pm EST
• Ability to work occasional weekend and holiday hours (notice will be given)
• High School or GED required
• Some college/technical school or bachelor’s degree
• Assists team in meeting individual, team and organizational service level agreements
• Researches, resolves, and responds to questions, in accordance with standards
• Provides accurate and creative solutions to user problems of moderate nature to ensure user productivity
• Participates in training to continually exchange technical and service skills needed to optimize profits
• Adheres to and helps to define/document troubleshooting scripts, standards and procedures for the Help Desk
• Performs additional duties as assigned *Meets attendance and punctuality standards
• 2+ years of progressive broad-based information systems and business experience supporting IT applications and technical issues
• Research, diagnose, resolve or escalate technical and procedural issues from a retail stores environment via phone call
• Log and assign tickets as outlined in Department documentation in English
• Communicate, in market language, to store employees in a manner that is easy to understand and non-technical
• Take personal accountability to meet service desk operator key performance measurements and be punctual
• Actively contribute to meeting the department's shared goals
• Effectively handle multiple calls at a time when calls are queued or tickets need to be followed up on
• Clearly document all issues according to ticket logging and problem management requirements
• Respond quickly to all critical issues answering all emergency calls when available
• Remain cool under pressure and effectively handle stress, change, and uncertainty
• Address incidents by using technical and functional application knowledge in conjunction with an in-house database of problems and resolutions to dispense accurate and consistent information and to resolve issues with minimal escalations to 2nd level support
• Effectively assess callers' needs or requirements
• Use service management software to log, monitor and follow-up on calls
• Analyze and troubleshoot complex documents and provide appropriate solutions, including workarounds, just-in-time training, and document clean-up
• Exercise resourcefulness, poise, tact and diplomacy to meet customer demands
• Have a friendly, courteous and professional phone manner
• Meet or exceed certain key performance indicators (KPIs) specified for the group
• Represent the group's needs on various projects and QA initiatives with respect to documentation and training
• Actively review tickets, especially those that are escalated outside the group, with the goal of spotting trends and improving one's performance within the group
• On-going, mandatory training as required
• Excellent writing and documentation skills (examples should be submitted) required
• Advanced word processing skills (MS Word) and proficiency with MS-Office Products required
• Familiarity with Legal MacPac, iManage, Lotus Notes, and Citrix desired
• Ideal candidate would also be familiar with troubleshooting network, desktop PC, laptop, PDA, and Blackberry related incidents
• Excellent people skills including customer service, speaking and listening
• Able to work with minimal supervision, effectively communicate the status of various assignments, multitask between assignments and the day-to-day role of a Help Desk Specialist, and complete assignments in a timely manner
• Aptitude for quickly learning new software including basic troubleshooting skills
• Ability to troubleshoot end user service requests and incidents, document related problems, and software issues
• Ability to read, write, and speak Spanish is preferable but not required
• A 4-year degree required
• 6 mo-1yr or more years of experience in a technology related or application support related position preferred
• Previous experience at a call center in a legal environment is preferred
• Help Desk Institute certification a plus
• MS Office and other IT related certification a plus
• this is a large Microsoft office environment - so experience in this area is huge**

PEX Help Desk Analyst Resume Examples & Samples

• Provide a Tier II Level PEX Help Desk Monday- Friday, 0600-1800 U.S. Central time
• Respond to trouble calls and request for user assistance from PEX users world-wide, provide remote and on-site assistance with installation and configuration of PEX, and develop desktop client installation packages
• Develop and support a searchable knowledge base and tracker of PEX support issues that can be accessed worldwide on a 24/7 basis
• Create and maintain PEX data files and support materials
• Must possess and apply expertise on multiple basic work assignments
• Must have ability to use originality and innovation in determining how to accomplish tasks
• Must have ability to develop methodology and present solutions to problems
• Should have a minimum of 2 years experience administering infrastructure support to mainframe and/or client server systems and/or DoD systems
• Must possess a High School Diploma with 2 years of related work experience

IT Services Help Desk Analyst Resume Examples & Samples

• Knowledge and experience to support Mac OS X is desirable
• Knowledge of Active Directory and Office 365, such as Skype for Business and One Drive
• Ability to prioritize, diagnose and fix issues
• Ability to perform hardware maintenance on systems and components
• 1 year of related experience or schooling

IBM IT Help Desk Analyst Resume Examples & Samples

• Five (5) years of experience supporting and operating an IT Helpdesk
• Must have recent operational experience with IBM BixFix
• Must be ITIL v3 Foundations certified
• Must have experience with BMC ITSM Suite application
• Must have experience with BMC Atrium application
• Must have IBM Mainframe Utility experience
• Experience operating a help desk supporting IEM

Knowledge Management Help Desk Analyst Resume Examples & Samples

• Minimum five (5) years of experience as a Knowledge Manager and working with Knowledge Management Programs
• Certified Knowledge Manager (Knowledge Management Institute)
• Experience creating and maintaining SharePoint applications/pages
• Ability to develop briefing materials, administrative, and logistics support
• Excellent writing skills and ability to communicate effectively,
• Five (5) years of experience supporting computer networks, telephones, and VTCs
• Must have recent operational experience with developing and executing strategic guidance
• CompTIA A+; Network+ or Security + certification required
• Provides technology product support on issue resolution process of analysis, prioritization, tracking and escalation
• Work with internal groups and technology partners to analyze, prioritize, and resolve product issues
• Research and resolve escalated issues for online, products and general technology utilized in our AMEX travel programs
• Interface with clients, CGM’s and all AMEX technology groups that support products and online services for client programs
• Generates creative ideas to ensure products are used effectively
• Gathers and shares best practices across clients and segments
• Uses analytical and creative approach to condense large amounts of information into a clear, concise, effective format
• Drives results by operating with a sense of urgency, employing effective time management to deliver results within deadlines
• Provides overall Technology Client Program support to the Client General Manager
• Thorough knowledge of the Business Travel Industry
• Existing understanding of Online, Ticket Trax, Pre Trip Auditor, Correx, Quick Exchange, Track Point and other similar Travel Technology is HIGHLY desirable
• Strong PowerPoint skills with high proficiency in Excel, Word, & Lotus Notes databases
• Ability to work under pressure and maintain flexibility
• Good understanding of travel related data
• Ability to analyze & assess raw data to draw meaningful conclusions
• Interaction and communication with diverse working styles, ability to build and leverage strong working relationships
• Strong Project Management and organizational skills
• Ability to prioritize and manage competing demands to meet deadlines
• Adaptation to change and new direction on short notice
• Ability to identify issues or challenges requiring escalation
• Ability to balance compliance with company initiatives
• Ability to work under tight timelines and pressure of client driven deliverables / demands
• Assess nature of problem and may resolve simple and basic support issues
• For more complex issues, directs appropriate technical customer support center specialist
• Enter requests into Help Desk ticketing system
• High school or equivalent, Bachelors Degree in Computer Science preferred
• Ticketing systems experience
• MS outlook, Office and MS O365 knowledge a plus
• Utilizes available resources, provides first-level problem determination and resolution on all problems received via telephone calls, e-mail and facsimile
• Records all problems reported in the Problem Management system
• Identifies/resolves basic problems and inquiries to ensure user productivity
• Escalates unresolved problems to the appropriate staff
• Performs regular follow-up according to procedures, and confirms resolution with user prior to closing the problem reports
• Maintains current knowledge of all products and services supported in order to provide agreed upon service levels to customers
• Attends training sessions, and identifies training needs
• Independently maintains an in-depth education and working knowledge of all aspects relevant and necessary to supporting department goals in providing superior service and resolving issues
• Keeps abreast of network status, security threats such as viruses, follows risk management guidelines and procedures, assists users in problem resolution, and recommends corrective actions
• Participates in team projects, understands Help Desk’s Service Level Agreements and works towards its achievement
• Periodically reviews on-line procedures and assists with their maintenance
• Educates users on systems and processes and acts as an IT consultant
• Follows assigned tasks through to completion with minimal to no supervision and is accountable to user and department
• 1 - 2 years of work experience in similar environment
• Possess good analytical and problem solving skills
• Knowledge in the use of personal computers and Microsoft applications
• Demonstrated proficient phone etiquette and effective writing and interpersonal communication skills
• Required ability to be available for 24 hours per day, 7 days per week on-call support
• Must be available to work non-prime shifts and on weekends/holidays
• May require sitting for periods of 4 hours at a time
• Troubleshoot and, time permitting, work to resolve problems during the customer’s first call
• Bachelor's Degree in Computer Science, MIS or Telecommunications
• Minimum of 2 years helpdesk experience, delivering the highest-level customer-oriented service
• Language: French Canadian highly preferred
• Ability to work with all levels of corporate personnel telephonically, and to convey a professional, courteous, and helpful identity
• Able to work varied shifts if necessary
• Familiarity with a computer-based helpdesk software system Technical-level experience, and operational knowledge of, a diverse set of data center infrastructure and desktop computer components, including AS/400’s, Windows-based servers, desktops and laptops, cabling systems, and communications equipment
• Computer proficiency in ITIL, Cisco, Microsoft Office Programs, Numara FootPrints and Crystal Reports
• Provide initial support for customer inquiries received via the telephone and/or internet Assess nature of problem and may resolve simple and basic support issues
• Complete requests such as new account(s), terminations, etc
• Participates in executing service delivery and supports management in accordance with standardized policies, procedures and processes across programs and operational units May be involved in high impact outage communication process
• High school or equivalent, Bachelor’s Degree in Computer Science preferred
• Ticketing systems and printer support capabilities
• Strong MS outlook/Office and MS O365 knowledge required
• Research, resolve, and respond to end user inquiries via phone, email and ticketing system (ServiceNow)
• Accurately troubleshoot and decipher problems by asking probing questions and utilizing available resources
• Maintain a predefined call closure rate on incidents entered into ticketing system
• Create, update, and manage end user accounts
• Follow up on all outstanding calls and open ticket items to ensure timely resolution and customer satisfaction
• Handle additional customer support related duties, as needed
• 2+ years’ experience in a help desk support environment required
• Experience troubleshooting tickets and knowledge of automatic call distributor (ACD) a plus
• Understanding of servers, virtual drives, and directory structures
• Ability to work well with minimum supervision and proactively follow up on outstanding issues/tickets
• Strong interpersonal, written, and verbal communication skills, with the ability to effectively communicate with individuals at all levels within the organization
• Knowledge of Microsoft Office programs including Word, Outlook, and Excel
• Ability to work well under pressure in a fast-paced and deadline-oriented environment
• Demonstrated commitment to providing world class customer service
• Houston, Texas area resident
• 1 -2 years experience working with Microsoft products including Windows 7, 8 and 10, Office and Outlook
• Basic understanding of computer PC networking, standard browsers troubleshooting (Internet Explorer 9 and up, Chrome)
• Ability to write routine updates and correspondence
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to respond effectively to the most sensitive inquiries or complaints
• Basic math skills. Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to understand and apply CSG standardized instructions
• Ability to resolve most basic calls types with the use of existing tools and minimal assistance
• Ability to perform some basic troubleshooting
• Ability to coordinate with second level teams to provide issue resolution
• Ability to escalate issues that are out of the Analyst’s skillset
• Willingness to accept accountability for problem ownership
• Ability to prioritize and have time management skills
• Ability to use a personal computer. Proficiency with Microsoft Office applications
• Internal technical support via telephone, e-mail, and web utilizing professional communication
• Enforce all IT Department Policies and Procedures defined by IT management
• Thoroughly document all reported issues and follow through to completion
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to assist with end users issues
• Troubleshoot and resolve hardware and software issues with Windows XP and Windows 7 Operating Systems, MS Office, MS Outlook, networking, Active Directory, AS400, printers and IP phones
• Perform remote software installation and configuration on PCs
• Contribute to the development, testing, and roll out of departmental images for desktop and laptop computers
• Become a subject matter expert for a variety of technologies and applications and ensure knowledgebase is updated
• 4 years of experience providing Help Desk support
• 3 years of experience with a broad variety of technology, such as

IS Senior Help Desk Analyst Resume Examples & Samples

• Address issues as a second tier and take lead on more difficult issues
• Perform troubleshooting to end users for SHC and all its entities
• Prioritize and escalate problems within given guidelines
• Maintain proper shift coverage for answering calls
• Work with groups external to the Help Desk to ensure a timely and effective hand-off of triaged calls
• Participate in an on call rotation
• Act as a liaison between the Help Desk and other teams
• Cover and maintain Network Operations and perform monitoring
• Point person for Help Desk working with the Supervisor helping to address issues
• Provide metrics to leadership about the Help Desk
• Train Help Desk analysts on process and procedures both for Help Desk and Network Operations tasks
• Identify areas of improvement and work with management to implement changes
• Act as a role model for the department, mentoring them on Steward and the correct practices
• Relocate to a new location if needed or travel to other sites required
• Perform other duties as assigned by Steward Management
• Ability to follow direction
• Ability to work independently and take initiative over diverse project areas
• Ability to be flexible, versatile and adaptable in day-to-day activities conducted in a multi-site environment
• Ability to effectively prepare presentation material and present information to IS staff, management, hospital and public groups
• Other: Ability to have a flexible schedule; cover any shift which can include occasional after hours and weekend hours
• Provide technical assistance and support for computer systems, software and hardware both in person and over the phone
• Install, modify, image, and repair computer hardware and software
• Performing "first response" to quickly mitigate customer issues and return systems to a normal working state
• Manage client anti-virus and anti-spam tools
• Install, configure and administer systems in a mixed Windows / Linux environment
• Automate actions or management tasks
• Document procedures for routine tasks
• Other Duties as needed
• 3+ years’ experience supporting IT systems in a professional capacity
• Knowledge and hands-on experience with the following
• Understanding of LAN technologies, 802.1x, TCP/IP, DHCP, DNS
• VoIP technologies administration
• Understanding of File Shares and permissions
• ) 2+ years in a professional IT organization, Help desk/Service Desk or Customer Call Center experience preferred. Experience with any ITSM tool is a must
• ) Excellent communication skills (verbal and written) required to interact with customers, provide support and solve problems. MUST have a good attitude
• ) Experience with Windows 7, MS Office, Client browsing applications (such as Internet Explorer, Chrome and Firefox)
• Mobile device, POS, and MAC/Apple experience is a huge plus.**
• Answers and documents all help desk calls related to specific software applications and computer hardware
• Provides end-user support for specific software applications
• Will be working with CMMS and SAP systems
• Need to be experienced with Preventive Maintenance plans and procedures
• May assist with some hardware issues
• Creates and terminates new users related to specific software applications
• Creates and updates user security access
• Monitors servers and users to ensure that the systems are operational
• Informs Information Technology Services of any operational problems
• Conducts system maintenance on network
• Reviews software literature for any software updates and upgrades
• Handle daily support requests received
• Provide first level assessment, support and resolution of issues
• Maintain current and accurate data throughout the lifecycle of a tickets
• This job requires access to confidential and sensitive information, requiring ongoing discretion and continual focus on secure information management
• Utilize excellent customer skills to meet or exceed customers’ expectations
• Follow-up with end-users, provide updates, and see problems through to resolution
• Leverage technical skills to ascertain the nature of the problem
• Deliver first line support in alignment with corporate operational level metrics, policies, and procedures
• Provide basic troubleshooting for local and remote end-user computer, mobile device, and network printer problems
• When a resolution is not evident, escalate tickets in a timely manner to the next tier level
• Provide feedback and recommendations for process improvements
• Has proficient knowledge and proven skills with two or more of the following areas: Active Directory, Microsoft Application Suite, Security IDS/IPS, VMWare, Solaris Containers (virtualization), Messaging, Antivirus, Citrix, Web Services, network technologies, or SAN
• Proven ability in a customer service environment
• Proficiency in English
• Able to transcribe technical information into non-technical communication
• Strong client-facing oral and written communication skills
• Detailed oriented individual who takes initiative to resolve critical incidents and problems
• Technically proficient in an IT environment
• Proficient in problem/incident management

Financial Application Help Desk Analyst Resume Examples & Samples

• Accuracy and attention to detail, must have organizational skills
• Accounting experience (Government Accounting preferred)
• Automated Accounting Systems
• Troubleshooting / analytical / decision making skills
• Windows Server 2008 R2
• SQL Server and IIS Web Services experience
• Report Writing experience (i.e. SQL Server, Crystal, Business Objects)
• Proficient in Microsoft Excel​
• System Administration skills
• Answers first level calls to Service Desk
• Provides first level assistance for defined problems and escalates tickets as necessary
• Tracks calls and documents problems into call tracking software
• Consults knowledge database to optimize resolutions and follows through on resolution with callers
• Acquire current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers
• May perform additional duties relating to specific BUIT applications as assigned

Senior Clinical Help Desk Analyst Resume Examples & Samples

• Experience supporting clinical issues and requests
• Experience in EPIC
• Experience maintaining any of the EMR systems
• Knowledge of Medical terminology
• Expertise with healthcare business processes and associated clinical application software
• Ability to analyze a problem and come up with a solution
• Knowledge of running reports preferred
• Prior training experience also preferred
• Proven ability to develop positive relationships with customers and maintain a reputation that reflects quality customer service on a continued basis
• Ability to function independently and produce results that meet standards of quality
• Must have exceptional written, verbal and interpersonal skills as well as demonstrate sound judgment and reasoning
• Must demonstrate the ability to assess complex situations and set priorities
• Proven ability to multi-task, supervise and execute action plans in a team environment
• Ability to quickly classify the severity of the Incident and respond accordingly
• Assist in implementing policies and procedures
• Resolutions in minimum time based on ITIL best practices
• ITIL background or knowledge is highly desired
• Monitor workload of Service Desk Analysts, reprioritizing and reassigning requests as appropriate
• Act as liaison between Service Desk and Clinical site support team to ensure escalated issues are resolved in a timely and effective manner
• Analyze and Help develop policies and procedures and reports regarding how are Incidents/Problems are identified, received, documented, distributed, and corrected to improve Service Desk efficiency
• Help design, Help implement, and supervise processes to improve the workflow process of the level 1 ½ Clinical support
• Perform analysis on IT and end-user support issues; evaluate documented resolutions and analyze trends; and develop appropriate technical or training solutions to prevent repeated future Incidents
• Train new and current employees on how to support the new EMR application
• Help test fixes and perform post-resolution follow-ups to ensure Incidents/Requests have been adequately resolved
• Conduct team meetings, communicate recommendations for improvement as necessary, and provide status reporting to the Service Desk Manager
• Maintain up-to-date knowledge of technology, clinical systems, and applications that are utilized by or may impact Enterprise Service Desk
• Help manage staffing issues; facilitate conflict resolution when necessary between staff, clients, and management
• Monitor Service Desk metrics such as response times, hold times, call distribution, staff availability, time to resolution and other activities
• Obtain customer feedback on support services to improve service levels
• Conducting Periodic reviews for the Analysts (Half Yearly and Annual Appraisals)
• Develops metrics to measure and drive the success of customer service and works with senior management to ensure that customer service efforts align with corporate goals and objectives
• Experience with PC hardware/software support and configuration
• Advanced knowledge of MS Office products (i.e. Word, Excel, PowerPoint), Internet Explorer; and Outlook with an Exchange based email system with experience in assisting others with the use of these products
• 1-3 years of experience working in a Help desk role providing customer support will be the primary duties of the position
• 1-3 years of experience supporting Windows operating systems and Microsoft office suite as this is the technical environment the consultant will be working in
• 1-3 years of experience working in a Lotus Notes or Exchange environment, the consultant will be asked to support end-users working in both environment
• Strong knowledge of current Microsoft Windows and Office technologies
• Apple Mac experience in a corporate environment. OSX 10.8 and above
• Knowledge of Windows DHCP and DNS
• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff
• Log and track calls using JIRA problem management system
• Call software and hardware vendors to request service regarding defective products
• Train users on software and hardware. Install computers, software, and peripheral equipment
• Bachelor's degree or equivalent or three years related experience and/or training
• Experience with Microsoft System Center Configuration Manager (SCCM), JAMF Casper Suite, or similar client management systems
• Certificates and Licenses: A+, Microsoft, or Apple certifications a plus

Odot-help Desk Analyst / HDA Resume Examples & Samples

• 1 year work (help-desk) experience troubleshooting issues via phone/email/desktop
• 1 year work experience using Service Now or similar order ticketing system
• Uses creativity and innovation to automate and streamline processes and procedures
• Ability to troubleshoot in a high level systematic way. Ability to identify issues and research cause
• Strong influence, collaboration and negotiation experience
• Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines (Service Now Tickets)
• Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements (Software installation requests)
• Primary responsibility--conduct POS (Point of Sale) system software upgrades at retail petroleum convenience stores by following predefined remote dial in script
• Primary responsibility--complete site call back and follow-up work, and assist with issue resolution processes
• Managing and updating rollout schedules on a daily basis
• Facilitating collection of site surveys and other site-specific information
• Analysis of site surveys to determine pre-requisite qualifications
• Creating equipment and service requirement schedules for system upgrades
• Monitor progress using methods and checklists developed by the lead project manager
• Coordinate and communicate upgrade schedules with field operations, site managers and technical resources
• Daily updating of status reports
• POS (Point of Sale) experience
• Performs first level diagnosis and communicating incident resolutions including documentation
• Escalates complex incidents to second level support teams
• Follows through on high priority incidents to ensure timely documented updates
• Manages Incident Reports in accordance with the five step problem management process
• Performs service desk administration responsibilities as required
• Performs duties with minimal supervision
• IT technical certification preferred (A+, MCP, MCSE, or MCSA)
• A minimum of one year of experience in an IT Service Desk environment handling, escalating and resolving IT systems, applications and operational problems is required
• Strong Active Directory skills needed
• Knowledge of PC hardware/software/applications
• Understanding of network infrastructure
• Assist customers over the phone with multiple system/application inquiries following guidelines and troubleshooting procedures
• Provide solutions and consult with, or assign more complex issues to, Network Technician or Systems Research Analyst
• Ensure that all problems are promptly addressed, logged and resolved, accurately and on time, with the proper follow-up and professional customer service
• EDI electric testing with vendors
• HCSOC Helpdesk responsibilities include trouble-shooting of technical problems for internal users, including hardware and software
• Provide workstation visits for minor workstation problems such as: printer mappings, short-cut mappings and application settings
• Update and maintain OmniTrack Production and Test applications
• Provide daily notification of mainframe regions and imaging systems for Department of Labor
• Process User Access Request Forms and maintain accounts for the following applications such image repository and Web Portal
• Maintain the Databases
• Provide telephone technical support for the internal and external users of the ACS Medical Bill Processing Portal (owcp.dol.acs-inc.com)
• Analytical, knowledge of windows applications, databases and Java software
• EXPERIENCE: 1-year experience working with Java, Cobol, .NET, access databases
• Demonstrated ability to work collaboratively in teams and across organizations
• Demonstrated ability to synthesize feedback and adjust plans accordingly
• Demonstrated ability to resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately
• Interacts with Application third tier team to restore service and/or identify and correct core problems
• Answers user assistance requests by phone, email, or fax with the ability to identify, diagnose, and respond with a solution in a timely manner
• Tactfully explains and describes the problem and resolution to users in an understandable manner
• Assists users with Financial Management and accounting issues
• Simulates or recreates user problems to resolve user navigation issues
• Ensures user communications are timely; courteous; and on-going
• Follows all written procedures and guidelines for systems operations
• I5 User - ID creation, modify and resets
• Process requests for Active Directory, Cognos, License Suspension, and Panoptic IDs
• Assist with access to various websites and web mail
• Subject matter expert for Cognos (Data Warehouse)
• Assists with county program installs
• Completes assigned weekly/bi-weekly/monthly reports for supervisor
• Performs other related duties and projects as assigned
• Thorough knowledge of SharePoint and IBM Rational
• Thorough knowledge of the Child Support Data Warehouse
• Ability to communicate effectively orally and in writing
• Ability to identify and resolve problems using research techniques
• Ability to retain composure in stressful situations
• Possesses a sense of urgency towards tasks
• Must be willing to work evenings, late nights and/or overnight shifts
• Proven ability to troubleshoot and resolve technical and procedural issues
• Ability to react quickly and professionally in stressful situations
• Must be able to follow directions
• Must be punctual
• Must be driven and self-motivated
• Capable of learning both technical and procedural components of the stores environment
• Must be able to react quickly to change
• Must be able to handle ambiguity and adapt to cultural differences
• Exceptional and proven customer service and triage skills
• Minimum of 2-3 years of recent experience supporting Windows operating systems and Microsoft Office
• Minimum of 1year of help desk and desktop support experience
• Highly effective oral and written communication skills. Able to translate technical solutions into terms the customer will understand
• Experience using remote desktop support tools
• Prefer experience using Service-Now IT Service Management solution
• IPad experience preferred
• 1-2 years of direct Help Desk experience working for a medium to large public company
• A+ certification, Net + certification, or an Associate’s Degree in Computer Science or Information Systems
• Possess the technical ability to troubleshoot computer hardware/software (IBM, Toshiba, Lenovo, Dell, etc.)
• Previous experience with ticketing systems (what are they?)
• Windows OS (Windows 7, iOS, POSReady)not all required but technical understand of some or all is preferred
• Has the ability to analyze, evaluate, and anticipate problems, and to make decisions that result in the successful completion of tasks
• Ability to work efficiently in a fast paced setting - an analyst can take anywhere between 60-100 calls on any given day
• Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support
• Acts as representative of technical services to its customers
• Initiates, escalates or resolves problem tickets and/ or service requests
• Troubleshoots and resolves technical problems, escalates to support resources
• Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations
• Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s)
• Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner
• Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources
• Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers
• Must be able to provide clear, concise, information through written and verbal communications
• Understanding of the OSI Model
• Technical Support/ Documentation
• Phone Support/Call Center
• Provide basic, first line support to all Credit Acceptance team members with a high level of customer service and technical knowledge via phone, email, walk-up, and web form
• Provide basic information and instruction for daily activities and inquiries
• Perform basic incident management and request fulfillment per service level agreements (SLA) and customer expectations for all business systems/software (Off the shelf and home grown) and requests
• Communicate as the face of IT to all areas of the business for all incidents and requests in a clear and direct manner
• Provide basic Help Desk coverage and support in an accurate, timely, and professional manner
• Analyze, troubleshoot, and resolve all basic reported issues (software, hardware, and processes) in a logical and systematic method
• Log and document all necessary information and detail for every customer contact
• Identify and escalate critical incidents with a strong sense of urgency and ownership
• Prioritize work and set expectations for all incidents and requests
• Identify and initiate proactive, basic solutions that improve efficiency and/or effectiveness
• Collaborate with customers (of all levels of the business), team members, and support teams to identify incident details and request requirements
• Assist with various desk side tasks (e.g. equipment deployments, equipment moves, etc.)
• Perform daily preventative maintenance on all necessary peripheral devices (e.g. scanners)
• Participate in a weekly On Call (24x7) rotation
• Attendance as required by department
• Respond to inquiries and technical requests
• Resolve problems and document resolutions
• Manage and execute special projects and coordinate work efforts with various groups
• Evaluate and provide guidance on technology
• Must correspond quickly and efficiently on multiple tasks and reprioritize as necessary
• Respond to technology support issues at a moment’s notice
• Ability to creatively design or obtain solutions for unique technical requests; train and implement those solutions to an executive-level audience
• Perform advanced account administrative tasks within Active Directory and Office 365
• Provide excellent customer service over the phone and in face-to-face customer interaction and effectively communicate with all individuals across the organization
• Mobile technology support including AirWatch, iOS, and Android OS
• Support of machines on multiple platforms including Windows 7, Windows 10 and multiple versions of the Mac OS
• Remote support for out-of-office executives from any domestic or international location using a variety of technologies (cellular, wireless, wired, air card, vpn, etc.)
• Travel may be required to other TEGNA offices
• Report to work and meetings on time, and keep management aware of offsite travel plans for the purpose of addressing executive technical needs
• Maintain advanced knowledge of supported products, stay current with changes/updates and review/update documentation as necessary
• Document new problem resolutions and maintain procedural and equipment documentation
• Help Desk experience in a cloud/virtual environment
• Demonstrated experienced in one or more of the following; Azure, AWS and DISA Cloud
• Assist in developing service level metrics and analysis in a cloud environment
• Active SSBI clearance
• Serves as a single point of contact for communicating issues or requesting IS service
• Serve as the customer’s advocate in ensuring that the proper IS department is notified and responds according to respective documents of understanding
• Provide technical assistance and support to requests received through helpdesk related to computer systems, software, and hardware
• Walk associates through problem-solving process
• Monitor and respond effectively to requests received through the IS helpdesk
• Perform timely workstation hardware and software upgrades as required
• 2 year technical degree in Computer/IS area, or comparable experience
• 2 years in multi-operating system environment, especially MS Windows, Citrix/Metaframe, & NT
• Administers and configures corporate laptop configurations for SPS Commerce
• Interacts with various departments and is the primary contact for Windows/Mac based application troubleshooting and configuration
• Assist with the preparation and implementation of system upgrades and special projects
• Experience with Imaging and SCCM a plus
• Documentation of repeatable steps and publishing knowledge base articles for SPS team members
• Strong working knowledge of the Microsoft Office Suite: Word, Excel, PowerPoint and Outlook
• Responsible for researching and finding new technologies and equipment we want to purchase for new hires and SPS team members, such as user laptops, peripherals, and software
• MCSE, MPC, A+ - desirable
• Demonstrated organizational skills with ability to effectively manage multiple projects
• Bachelor's degree in a related field (experience may be substituted in lieu of degree)
• 6+ years’ experience in a broad range of assignments in technical tasks directly related to the proposed area of responsibility
• Networking experience
• Rotating shifts

Ebusiness Help Desk Analyst Resume Examples & Samples

• Requires a High School diploma or GED
• 1 to 3 years of experience as an eBusiness Help desk Analyst I
• 1 to 3 years experience in an automated customer service environment with knowledge of PC browser features and related applications
• Internet connectivity, and use of MS Outlook; or any combination of education and experience, which would provide an equivalent background. Associates degree or higher preferred
• Helpdesk experience preferred
• CompTIA A+ or Microsoft certification preferred
• Must be flexible to work hourly shifts and fill in other shifts per business needs
• Must be able to work overtime per business needs
• Experience with Remedy (this team uses version 8.1 which is web based) or a similar tool
• Call center experience would be highly desired - this would make for an easy transition into this environment
• Outlook support
• Blackberry support
• Ipad support
• Assesses the need for and implements performance upgrades to computer systems, including the installation of CPUs, I/O and NIC cards, hard drives, RAM, memory chips
• Documents IT related procedures and processes to improve overall team knowledge
• Receives and responds to incoming calls, pages, and/or e-mails regarding end-user hardware or software problems promptly. Contacts the customer promptly with status
• Properly handles all equipment and tools, storing as required upon completion of work
• BS Degree in Information Systems, Computer Science or related experience
• Strong experience troubleshooting, repairing, and installing computer hardware and software, and coordinating the installation of PC Systems, including application software
• Working knowledge of Active Directory and network services (DNS, DHCP, WINS) a plus
• Uses critical thinking and problem solving skills to evaluate problems for accurate and timely resolution, observing expectations for service level
• Follows instructions and procedures
• Performs onsite analysis, diagnosis, and resolution of desktop, server, network and applications problems for end users, and recommends and implements corrective solutions, including offsite repair for remote users as needed
• Installs, configures tests, maintains, monitors, and troubleshoots end-user workstations and related hardware, software, and system issues in order to deliver required desktop service levels
• Maintains good working relationship with all customers. Trains end-users as required
• Collaborates with LAN and Network technicians and administrators to ensure efficient operation of the company’s desktop computing and network environment
• Serves as a liaison with third-party vendors
• Documents all actions related to calls or projects
• Be available for weekend and after hours support when needed
• 7+ years of work experience in IT
• A+ Certification and Microsoft Certified Professional or other industry certifications preferred
• Working knowledge of networking and communications protocols, MS Windows XP and higher support, MS Office Applications, and Internet Explorer
• Ability to train and guide lesser-experienced individuals
• Reads and comprehends written instructions and procedures and communicates clearly and concisely through written and verbal communications to others
• Demonstrates ability to produce detailed incident resolution for a technical audience, and produce clear written communications for a non-technical audience
• Shows attention to detail
• Works independently and as a positive contributing member of a team
• Learns new systems and hardware, as implemented
• Customer service focused
• Associate's degree (A. A.) or equivalent from two-year college or technical school
• One to two years related experience and/or training
• 1 to 2 years in an IT Help Desk or related IT field
• Knowledge of Windows Operating Systems, and productivity application support, deployment, security updates and troubleshooting
• Knowledge of Exchange, Windows NT, Windows XP, Windows 7 TCP/IP
• Must have strong PC skills
• Mobile Device and VOIP skills a plus but not required
• Troubleshooting skills / ability to think outside the box
• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Proficient personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc
• 3 years’ experience working in a help desk or technical support role
• Experience with Microsoft Operating Systems including XP, Windows 7 as well as user account directory applications such as LDAP and Active Directory
• Experience with MS Exchange / Outlook environments and browser functions
• Proficiency with current versions of Microsoft Office
• Exceptional deductive reasoning/technical troubleshooting skills
• System analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications
• Experience with client-server applications: Citrix, vWorkspace, VPN, SCCM
• Experience in SOP creation, technical support training and training documentation
• Proven ability with prioritizing and multi-tasking and works well under pressure
• Excellent detail-orientation and organizational skills
• Excellent verbal, written and presentation skills
• Ability to prioritize and work on multiple projects in a fast paced environment
• )Must have 6+ months of Help Desk/Service Desk experience
• ) Must have strong customer service skills due to trouble-shooting via phone support
• ) Driven, sharp, strong work ethic, MUST carry self with maturity

Intern, IT Help Desk Analyst Resume Examples & Samples

• Ensure that all support requests received via chat, telephone, and email are properly entered into PUMA ITSM tool in accordance with documented SLA/OLA policies
• Timely escalation of all unresolved support requests to tier 2 Support Desk technicians. Adherence to all troubleshooting guidelines and proper documentation of all troubleshooting steps must take place before escalation occurs
• Take part in the creation, implementation, and maintenance of all Support Desk best practices, protocols, and knowledge base articles
• Proper tracking of all hardware and software assets within AMP asset management tool and accordance with PUMA asset management best practices
• Experience with desktop/laptop running Windows 7 & 10 Professional
• A + Certification desirable
• Experience with ITSM ticketing system
• Computer imaging experience
• Works well with people and good communication skills
• Able to adapt to changing environment
• Windows 7 & 10 Professional
• Adobe Products
• Dell Laptop/Desktop
• 1-2 + years of phone support experience
• 1-2 + years of Windows 7 support experience
• 1-2 + years of Office 2007/2010, PDA (iPhone/iPad, BlackBerry) and VPN/Wireless support experience
• Strong phone presence, excellent customer service skills, passion to help people

App Help Desk Analyst Resume Examples & Samples

• 2 years related work experience is desired
• Understanding of servers and how they work
• Customer service skills is a plus
• Communication and written skills are required
• Providing first & second-tier support to end users for the following: PC, server applications and hardware
• Tracks and monitors all reported incidents to insure a timely resolution
• Performs front line troubleshooting for problems related to technology and applications
• Participate in system backup and recovery
• Monitors network printers, copiers and networking equipment and troubleshoots issues
• Installs new desktop application on all systems
• After hours support is provided over support phone and remote desktop

Das-help Desk Analyst / HDA Resume Examples & Samples

• Critical and strategic thinker with the ability to follow quality standards
• Able to balance multiple assignments and report time spent on all work activities
• Flexible, dependable and able to work in a team environment
• Strong communication skills are extremely important in this position
• 5 Plus Years of experience providing technical assistance, support and advise to end users for hardware, software and systems
• 5 Plus Years of experience Monitoring a team's open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels
• 3 Plus years of experience calling/working with software and hardware vendors to request service regarding defective products
• Has acted as SME for one or more custom or COTS applications
• 3 Plus years of experience working with programmers to explain software errors and recommend changes to programs
• 3 plus years of experience testing software and hardware to evaluate ease of use and whether product will aid user in performing work
• 3 Plus years of experience developing training materials , such as exercises and visual displays
• 3 Plus years training user on software and hardware on-site or in classroom
• Ticketing System being utilized is Service Now, experience with Service Now is also required
• Initiates, escalates or resolves problem tickets and/ or service requests. Troubleshoots and resolves technical problems, escalates to support resources
• Experience with supporting computer Hardware/Software and other business applications
• Call Center or Customer Service experience required
• Active Directory/Exchange for password resets and general troubleshooting
• Understanding and troubleshooting experience with the entire Windows OS 7/10
• Experience troubleshooting Microsoft Office Applications (2013/2016)
• Basic networking knowledge and troubleshooting experience
• Experience with general hardware and software break/fix issues
• Customer service experience supporting 100+ end users
• A Bachelor’s Degree in Business or Computer Science; OR equivalent work experience if preferred
• Microsoft certifications are a strong plus along with A+ or Network +
• Effective analytical abilities and technical skills to isolate problems, fix immediate needs and offer long term solutions based on root cause analysis
• Make sound and timely decisions
• Dress code is business casual
• Help Desk experience supporting an ERP system
• 4-year degree or related experience
• Knowledge of ITIL methodology

Sds-mct Tier, / II Help Desk Analyst Resume Examples & Samples

• Must possess a current Secret and ability to obtain TOP SECRET Clearance
• Must possess a current DOD 8570-01M IAT-II certification
• PHYSICAL DEMANDS
• Troubleshoot and resolve technical and functional issues via phone, email, and remote control using available resources
• May respond to worksites on an exceptional basis to resolve problems unable to be resolved remotely
• An Ideal candidate should have the ability to deliver technical customer support over the phone in a call center environment; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between level one and level two end user problems; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to and respect for a diverse population
• Experience troubleshooting issues with OS X, Active Directory, Altiris management software, anti-virus software, Windows OS, MS Office, Google Apps, Adobe and Active Directory
• Hours of operation: Thursday through Sunday, 9pm to 8am
• Receive and respond to inquiries related to Applications supported by the Help Desk
• Advise the inquirers of any resolution to the inquiry
• Utilize Help Desk software to enter calls and retrieve logged calls for resolution, or forward pending inquiries to the next level of expert support
• Work effectively through communication with technical and /or business teams to resolve client issues
• Monitor the progress of proposed solutions while maintaining contact with the client so that they are also aware of the status of their inquiry
• End-user testing of solutions, ‘bug-fixes’ and new features of Applications to ensure they adequately address client concerns
• Monitor trends in client inquiries that point to the need for further training within the client community
• Maintain a repository of known problems/issues and related resolution/’work around’; and a repository of best practices, for each Application
• Maintain an understanding of Applications to ensure maximum support effectiveness
• Co-ordinate with business areas Help Desk related activities that require communications to the external stakeholders. Ensure these communications are relayed to internal staff as well
• Experience in the role of Help Desk Analyst managing and coordinating support activities, demonstrated experience as a HD Analyst with six (6) years of experience
• Experience in the role of HD analyst working as a facilitator in a team environment
• Overall Information Technology industry experience
• Excellent written and oral communications skills
• Experience working directly with internal and external customers with demonstrated excellent customer support
• Experience with Web based systems, in a development or maintenance capacity
• Experience with the maintenance and creation of technical documentation
• Ability to learn quickly, and operate with minimal supervision and guidance
• Experience using the Microsoft suite of Office tools
• Experience working with senior management and operational staff
• Government industry experience in a business analyst role
• Analytical Thinking
• Client Relationship
• Facilitation
• Performs Well Under Pressure
• PresentationSkills/PublicSpeak
• 1-3 years of prior customer service experience
• 1 year of IT support experience in a mixed desktop environment (Apple and Windows) considered a plus
• Experience in managing support requests through a ticketing system, using clear and detailed communication
• Professional with exceptional customer service skills
• Willingness to learn in the IT environment and take on additional responsibilities
• Proactive attitude, organized, ridiculous attention to detail, and the capacity to multitask in a fast paced environment
• Ability to work both independently and as a part of a team in the office
• Ability to lift at least 50lbs
• Microsoft Office or Google Applications Experience
• Operating System Troubleshooting
• Installation of Printers
• Desktop Software Installations
• Productivity Suite Configuration
• Ability to follow support scripts as well as documented procedures
• Technical certifications considered a plus (CompTia A+, ACMT)
• Answers incoming calls to the Technology Call Center (TCC) and applies a comprehensive understanding of current hardware, software and proprietary applications to independently troubleshoot, diagnose, and resolve intermediate to highly complex technical problems within required time and productivity standards
• Applies intermediate to expert level skill set and knowledge of the issue tracking system software which includes: creating/editing/reassigning TCC tickets, application security access requests (ESAR), creation and editing of customer profiles, ability to navigate within the system, query tickets and customer profiles. This includes escalation and completion of Priority One tickets. Regularly monitors all automated issue tracking queues to ensure all tickets have been addressed and routed appropriately
• Applies intermediate to expert knowledge of all systems to each incident in order to identify critical system outages versus non-critical, and then initiate system-wide responses as appropriate to the level of criticality, appropriately following established policies and procedures through to resolution. Applies a thorough knowledge of the change management proves to determine if the issue needs submitted through that process for approval before any action can be taken
• Applies intermediate to expert knowledge of TechHelpConnect systems reporting capabilities and functionality. Prepares and distributes daily, weekly, or monthly reports to applicable teams/users as requested by management
• Serves as a mentor to the Tech I staff. Regularly meets with other IT support groups, TCC management, or TCC Team Lead to discuss additional troubleshooting and issue resolution skill set and potential training opportunities
• Applies expert knowledge of and adherence to all documented processes concerning Beacon Health Options procedures such as, The Priority One Process, Global Communications, Ticket Escalations, Service Level Agreements, etc
• Understand and complies with the Monthly Call Center Metric which include: First Call Resolution, Ticket to Call Ratio, NICE Score, Average Talk Time, and Ticket SLA. Communications details of all SLA deficiencies to manager in a timely manner
• Create and deactivates user and application accounts within assigned SLA’s. Process security access requests as dictated by Corporate Security polices and best practices
• Resets passwords on multiple system platforms in a timely manner to ensure that business needs are met
• Consistently adheres to documented technical policies and procedures regarding incident response such as Priority One, Global Communications, Ticket Escalations and Service Center Agreements
• Assists in training and mentoring of Tech I employees in all facets of TCC operational policy and procedures, as well as in the resolution of technical issues
• Tests software applications/systems in a test environment in order to identify, diagnose and resolve issues prior to implementation for the user community
• Maintains up-to-date knowledge of all hardware, software applications and operating systems currently in use through self-learning, in-house training, and/or applicable coursework
• Required to rotate after-hours and on-call duties
• Performs all other duties and works on special projects as assigned
• Help Desk Institute
• Interpersonal communication skills
• Group presentation and public speaking skills
• Collaboration and team-oriented work philosophy
• Ability to work in a fast paced environment with strict deadlines
• Responds to telephone calls, email and personnel requests
• Documents, tracks and monitors issues to ensure a timely resolution
• Reviews, analyzes, and modifies programming systems to support the organization's application systems
• Creates and deactivates user accounts using various corporate systems
• Identifies, researches and resolves technical issues
• Follows department policies and procedures to ensure compliance and department standards are met
• Uses remote software to assist in obtaining resolution for system issues
• Updates and/or maintains departmental records using ticketing system
• Maintains a working knowledge of computer applications and software systems to assist in troubleshooting issues and providing resolution
• Adheres to Company standards and maintains compliance with all policies and procedures
• Performs other related duties as assigned
• A minimum two (2) years of experience in the technology field required
• No supervisory experience required
• Provide first-level contact and problem resolution for all users with hardware, software and applications problems via phone or email while adhering to Cartus Standards & other security policies
• Uses advanced troubleshooting skills
• Courteously obtain and convey concise problem information for external and internal service personnel
• Provide accurate and timely logging of problems and resolution for problems in the problem management database
• Escalate problems as appropriate following HD procedures
• Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process
• Utilizes superior customer service skills
• Assists with projects as necessary
• Proposes and implements service desk process improvements
• Provide escalated local/remote support and troubleshooting across all geo-locations (US, EMEA)
• Minimum 2 years Help Desk experience
• Certifications preferred: HDI, ITIL, KCS, A+, Net+
• Demonstrated ability to effectively communicate by phone or in person
• Demonstrated writing ability
• Demonstrated ability to achieve successful outcomes in handling difficult situations and customers
• Knowledge of information technology
• Demonstrated analytical and troubleshooting skills—able to report on metrics
• Demonstrated ability to work in a fast paced, intense HD environment
• Shows initiative and acts independently to resolve problems
• Ability to prioritize work
• Demonstrates flexibility and embraces change
• Able to work overtime when required
• Monitor ATM network via online monitoring application
• Dispatch vendors as needed to ensure network availability
• Documentation of all actions and escalations within the monitoring application
• Strict adherence to policies and procedures
• 1-2 years of IT or Business Operations Support Experience
• 1-2 yrs relevant experience together with preference for some higher education for entry level
• 4-6 years of related experience for highly skilled with an AS degree or equivalent training
• Ability to self motivate and work in a team-oriented environment
• Competence in Microsoft Office product suite
• Must be open and available to working days, nights, weekends, and holidays
• Very fast paced environment
• Need to be able to work independently

ITD Help Desk Analyst Resume Examples & Samples

• Performing 1st level diagnosis and communicating incident resolutions including documentation,
• Escalating complex incidents to 2nd level support teams,
• Following through on high priority incidents to ensure timely documented updates,
• Managing Incident Reports in accordance with the 5 step problem management process,
• Training team members to handle new project implementation incidents,
• Performing service desk administration responsibilities as required,
• Cross-training with other Global Operational Services functions,
• Maintaining web, processes and other procedural documentation,
• Performing duties with minimal supervision
• Excellent troubleshooting/problem-solving skills
• Strong analytical & organizational skills
• Ability to make sound independent decisions and work effectively in a team environment
• Provide phone and email technical support to end-users to resolve any hardware or software issues
• Support and troubleshoot workstations, server and network related issues
• Perform systems administration for Office 365, Windows Servers, and workstations across multiple customers
• Monitor and troubleshoot client backups
• Escalate customer issues through the proper channels
• Manage cases according to defined severities and case priorities
• Maintain client security levels and confidentiality of information
• Clearly document support issues and all steps performed in RSM's ticketing system
• Monitor trends from reported client cases to isolate possible chronic issues for software, workstation, server or network infrastructure that indicate failing hardware or software corruption
• Update cases and communicate with clients daily or as required until issue is closed
• Microsoft Certification (MCSE/MCSA) and Network+ Certification preferred but not required
• Bachelor's degree (BA/BS) from an accredited 4-year school is a plus
• Experience working on a technical helpdesk or equivalent Network administration role
• Experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment
• Experience with Office 365 and associated workloads including Email and SharePoint
• Experience with firewalls, such as Cisco, Sonicwall and Meraki
• Experience with VMWare ESX hosts and vSphere Client for administration
• Experience with remote solutions, such as Citrix, Terminal Server and VPN
• Experience with Apple Hardware and MAC OS X
• Experience with enterprise mobile devices
• Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment
• Must be dependable and able to work both individually and in a team environment
• Must possess strong sense of ownership of client relationships
• Positively represent the company to clients and provide empathetic and friendly customer service at all times
• Must have competent knowledge of DNS, DHCP, IP, SMTP, FTP, HTTP, and HTTPS protocols and LAN networking/distributed computing environments (client/server)
• Working knowledge of Windows Server and Active Directory Group Policies and Replication
• Possesses excellent time management and organizational skills to manage case load of old and new cases in individual case queue
• Navigation of common mobile device platforms (iOS, Android, etc.)
• Answers all support calls and emails directed to the internal Help Desk relating to but not limited to bank software, hardware, operating procedures and security access
• Documents all calls and emails into call tracking system
• Analyzes caller’s issue to determine response and whether to escalate calls within stated guidelines; tracks the issue until it is resolved
• Utilize and research knowledge base documentation and software tools to provide information, advice or instruction in response to end user inquiries
• Resolves first level issues and compose new problem resolution
• Teaches end users how to resolve problems verbally and via remote control
• Prioritize various requests from callers to second and third level support
• Appraises management of possible impact on customer service and bank reputation when service is interrupted
• Probes caller for in depth analysis of contributing factors and/or events that caused end result and documents data gathered
• Performs system administration for various system applications including but not limited to active directory, email, Desktop, Credisphere, Prosperity Index, INTOUCH and telephones
• Maintains knowledge in areas including but not limited to overdraft protection, Reg E, Bank Secrecy Act (BSA), Reg CC, Fair Credit Reporting Act (FCRA), privacy-Gramm-Leach Bliley Act (GLBA) and NPPI regulations, identity theft red flags, and Unfair, Deceptive or Abusive Acts or Practices(UDAAP), financial elder abuse, and Office of Foreign Asset Control (OFAC) compliance
• Responsible for learning and development of technical and professional skills in job related areas
• Maintains a current understanding of stated procedures and policies, including regulatory compliance issues
• Keeps current on technology that Tri Counties Bank has standardized
• High school diploma or GED required, unless age 18
• Working knowledge of Bank software applications and functionality
• Working knowledge of all Windows applications
• Ability to manage multiple tasks and prioritize
• Answers all support calls and emails directed to the internal Help Desk relating to but not limited to technical questions related to bank software, hardware, operating procedures and security access
• Assists branches and departments regarding operational, loan, and electronic banking procedures and regulations, customer support, compliance/legal and system related issues
• Assists branches in researching and resolving account and balancing issues
• Assigned as team member for ongoing product plan and system implementations. Assists with implementation of new products and services
• Trains on a variety of operational and product topics as required
• Monitors work requests for changes
• Monitors new product development and projects
• Monitors problems to assigned applications
• Assists with assigned applications during release changes from our software vendors or internal software changes
• Provides documentation to users of changed applications
• Resolves first level issues and compose new problem resolution. Identify and propose alternate solutions to caller when issues cannot be resolved quickly
• Composes and publishes short instructional documents to assist callers and build and maintain knowledge base
• Interprets documents for callers such as operating procedures and manuals
• Apprises management of possible impact on customer service and assess bank reputation risk when service is interrupted
• Assesses data collected to recommend upgrades to existing systems or determine if we are maximizing on efficiencies
• Participates in the evaluation of user difficulties and identifies situations requiring referral to internal or external technical, professional or service personnel
• Generates monthly reports for Management to assess system and bank training efficiencies to determine gaps and implement change
• Supports branch sales administration in terms of identifying customer support issues and branch needs analysis for ongoing training
• Represents TRICO Connections on various project teams
• Trains and mentors Help Desk Analyst I
• Maintains a current understanding on the basics of our standard hardware and software
• Assists in creating help guidelines or procedures for application users
• Provides management with monthly status reports related to projects and problems
• College degree preferred or four or more years related experience
• Expert level of knowledge on responsibilities listed above
• College degree in the field of computer science and/or 4 years equivalent work experience
• 2+ years experience within a large corporate environment (>500 users), and within switched Ethernet environments
• Knowledge of basic computer hardware, including Dell Optiplex desktops and Latitude laptops (installation and break/fix)
• Extensive application support experience with McAfee products (AV,HIPS, and EEPC) and Office 2007/2010
• Certifications in A+, Network+, or in the Microsoft arena considered a plus

It-dot-help Desk Analyst / HDA Resume Examples & Samples

• This role will help IT Automate and implement new technology to assist with keeping the desktop environment current and running optimally
• Ability to troubleshoot in a high level systematic way
• Ability to identify issues and research cause
• Strong communication/leadership skills
• Ability to interpret end user license agreements

Help Desk Analyst, Shift Resume Examples & Samples

• Ensures that MCH clients and users of information technology resources experience minimum impact on their daily activities from technical problems
• Logs each incoming request as calls are received and execute ownership of the problem until resolution is complete and client/user is advised of cause and disposition
• Provides telephone end-user support on IT-related issues by diagnosing, analyzing, and quickly resolving or escalating (if resolution requires hands-on interaction, different skill set experience or an excessive amount of time) and/or dispatching assistance as needed, meeting SLAs for first-call resolution on incidents and service requests
• Advanced knowledge of Windows 2000/ XP/ Vista, Windows 2000/ 2003/ 2008 Server, Microsoft Office XP/ 2003/ 2007, Microsoft Project, Microsoft Visio, Lotus Notes, Symantec Antivirus and other business applications
• General distributed hardware: printers, scanners, lightpens
• Networking hardware: modems, controllers, LANs,
• 1 year of technical Customer service/ help desk experience in a fast paced environment
• Experience troubleshooting VPN connectivity issues/ remote users
• Experience troubleshooting outlook, Windows, MAC and mobile devices (airwatch)

Systems Operations Help Desk Analyst Resume Examples & Samples

• 1 to 3 years experience in Financial Services or Shared Services work environment preferred
• Good proficiency in Excel and Access, including working knowledge of formulas, links, and pivot tables
• Technical understanding of data bases, data warehousing, and reporting software in order to effectively work with technology partners
• Network Troubleshooting
• Software Installation
• Expert level Microsoft Word\Outlook experience w/overall Microsoft Office experience
• Learns how to identify, analyze and apply information technology and business practices to support strategic business process/plans
• Participates as required to design, develop, test and integrate technology of low complex
• Participates in the implementation of information technology and business processes of low complexity
• Supports, evaluates, and continuously improves information technology and business processes to maintain alignment with business plans of low complexity/risk
• Performs activities according to project plans and schedule
• Has contact primarily focused around department and functional operations, and limited interaction with business contacts
• Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed
• 2) Candidate has signed the Background Check Authorization Form and related releases
• Ability to analyze data to draw conclusions; troubleshoot scenarios and make appropriate recommendations
• Ability to work in a team setting and communicate effectively and professionally with both internal and external customers at all levels of the organization
• Excellent written and verbal communication skills, particularly the ability to articulate issues and risks in non-technical terms
• Interest in and ability to understand new systems quickly
• Capacity to plan, coordinate and handle multiple assignments at once
• Proficiency in the Microsoft Office suite of products
• Experience using ticket tracking software
• Associate's degree in computer-related field or equivalent from two-year college or technical school OR 1 - 2 years related experience and/or training in a technically oriented customer service department; or equivalent combination of education and experience
• Must be PC proficient with working knowledge of various software applications and on-line systems
• Knowledgeable with Microsoft products - strong knowledge of MS Excel
• Ability to follow a variety of technical instructions
• Should possess strong ability to work in a team environment
• Excellent organizational, time management and multi-tasking skills
• Self-starter with positive attitude
• Must be dependable and have ability to adapt to a continuously changing environment"
• 2+ years working in a corporate help desk environment
• 2+ years support of phone support (talking and typing at the same time)
• 3+ years supporting higher level troubleshooting (HW/SW)
• 3+ years of experience troubleshooting and supporting VPN issues
• 3+ years of troubleshooting hardware: Printers( Lexmark, HP, and Zebra
• 3+ years of troubleshooting or supporting Windows 7/10 Environment
• May conduct training programs designed to educate both technical and nontechnical personnel. Applies standards and methodolgies to analyze, model, and manage business tasks within area of specialty
• Consistently drives the clarification of complex problems; adapts or modifies established approaches
• Identifies and selects appropriate tools, data, and analysis techniques to diagnose problems and develop solutions
• Creates customer communication to proactively relay important IT related data to our platinum customers
• Under general supervision, works on customer communication of moderate scope where analysis is required to review a variety of factors. Exercises judgment to determine appropriate content of that communication
• Normally receives general instructions on routine work, detailed instructions on new projects. May need to consult with more senior specialists on some issues
• Conduct bi-weekly calls with the client to track and close out current OBT initiatives, any major issues and discuss online adoption
• For new market implementations, the EMEA Tech Dar will work with deployment and/or partner markets to ensure that the OBT and HR Feed is set up according to the client travel policy and that all their requirements for the OBT are met. This may include attending client calls, testing the site before launch and creating and conducting training for the client via Webex
• Manage new HR Feed implementations as well as ensuring the smooth functioning of all current HR feeds to the online booking tools by gaining an understanding of the requirements, acting on issues and working closely with the GBT Data Solutions team to achieve this
• Issue analysis, research and resolution in AeTM CONNECT in 12 EMEA markets
• Maintenance of the AeTM sites including the maintenance of banned airlines, the client preferred hotel programme, their company locations and MI requirements
• Work closely with Concur (the client has a direct relationship in the UK, US and Canada) and the GBT North American Tech DAR to manage updates and troubleshoot issues in the UK booking tool
• Communicate and track completion of our Partner market actions for required updates to the OBT
• Continued documentation of all configuration settings in the OBTs in EMEA, including documenting any changes that are made
• Track all issues & maintenance requests in SFDC (via cases). Analysis and presentation of these to the client bi-annually
• Look at CSAT results for the online booking tools, follow up on comments and escalate where necessary. Make improvement suggestions based on the results (to be presented to the client on a bi-annual basis)
• Analyse online MI data in EMEA markets, finding the cause of the issues with the data and putting in place the necessary amendments or process changes in order to improve the accuracy of data
• Provide client with proactive & strategic advice and communication on OBT tools and enhancements
• Work with Global CGM and wider client team, as well as the Travel 4 Meetings team to support and/or manage global technology initiatives and any ad hoc projects
• Experience in a client facing role
• Ability to configure in AeTM
• Knowledge of Concur
• Experience with GBT mid and back office system and an understanding of how they integrate with the OBTs
• Amadeus/Sabre GDS experience
• Extensive Customer Service Skills
• Proficient in Excel, Word, PowerPoint and Microsoft Outlook
• Ability to manage multiple priorities and good time management skills
• Ability to understand and effectively utilize technology via the web or GBT reporting tools
• Ability to work independently and set expectations in order to effectively manage workflow
• Consultation and Liaison skills
• Example email response to a customer inquiry
• Example of a status report that they have submitted to a supervisor in the past
• Provide first- and second-contact solution-specific technical assistance and support for incoming queries related to the Ohio Business Gateway
• Monitors and reacts to changes in recurring production processes
• Follow and track-to-closure individual queries from users of the Ohio Business Gateway
• Escalate recurring issues
• Identify patterns of inconsistent or inefficient user experience
• Create, or participate in the creation of knowledge articles
• Ensure appropriate documentation, recording, and closure of any incidents
• Guide users of the Ohio Business Gateway through problem solving processes
• Update necessary data and produce appropriate activity reports
• Ability to collaborate with supporting resources across business and/or functional lines
• Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills
• Proven working experience in providing Help Desk support
• Customer-first orientation
• Working knowledge of Help Desk tracking software and standard office-suite tools
• Experience with ServiceNow
• Experience with ITIL
• Help Desk experience with a Financial or Tax Services organization
• Experience with a governmental organization

Functional Help Desk Analyst Resume Examples & Samples

• Provides phone and remote support to VIPs and general users in the areas of financial systems support, system anomalies, email, UFMS, Momentum applications developed or deployed under this contractor or predecessors
• Serves as the first point of contact for troubleshooting and resolving issues in UFMS (Unified Financial Management System) and AMS (Asset Management System to include Maximo and Momentum)
• Manages open trouble tickets in HP Service Manager and escalates tickets as appropriate from incident through resolution, unless ticket must be escalated to out of scope
• Review and complete required information for resolution, systematic procedure to search for and document solutions, testing and approval of patches
• Ensure appropriate support procedures are followed at all sites, obtain feedback from government personnel/supervisors, subject matter experts and propose actions for improvement when appropriate
• Instill a continuous improvement mindset to drive best-practice support processes
• Ability to work within a high performance team comprised of functional and application support developers
• Experience managing open trouble tickets at Tier 1/Tier 2 level
• Typically requires a Bachelor's degree or equivalent and zero to two years of related work experience
• Requires and in-depth understanding of the overall network topology and ability to provide remote troubleshooting and resolution
• Requires US citizen and at least an active Top Secret clearance
• Prior experience working with the FBI
• Technical certifications are preferable
• Experience entering and updating tickets within HP Service Manager is highly desirable
• Experience using Maximo, UFMS, and AMS highly desired
• Read technical manuals, dialogue with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• MCSA (Microsoft Certified Systems Administrator) - would be an asset
• Knowledge and experience on call center management system

JET Help Desk Analyst Resume Examples & Samples

• Maintaining/fixing Windows Server 2008 operating systems as installed on Dell server platforms
• Network troubleshooting within US Air Force and Army secure environments
• Configuring McAfee Anti-virus applications
• Identifying hardware problems and replacing them at a component level
• Using a Trouble Ticket management application
• Configuring system and user security certificate management software
• Documenting troubleshooting and installation procedures
• Must be able to work in a closed work environment
• Security+CE Certification or be able to obtain within 90 days of hire
• Candidate must hold an active DoD Secret Clearance
• Weather Forecasting and Data Processing terminology
• Knowledge of Military organizations, ranks, and command structure
• Software and System Configuration Management
• Oracle Relational Database interaction to include SQL commands
• Documents user calls &problems, resolution, and new solutions for future reference using EHD tools and resources
• First point of contact with issues relating to POS when partners call in
• Walked store partners through trouble shooting POS system software and hardware via phone
• Help End User with issues relating to their accounts, Unlock partner's accounts, Password Reset via Active Directory or Web Services
• Escalate issues as appropriate to Level II
• Assist and engage Sr. Management when identifying trends in calls related to hardware, software, or systems problems
• Answer Help Desk calls and provide first-line support
• Escalate unresolved calls to IT Operations and Application
• Support teams
• Assist internal customers by troubleshooting and resolving issues
• Follow up with internal customers to ensure satisfactory completion of Help Desk calls
• Provide phone support to remote access customers
• Document and maintain records of Help Desk calls in the incident management database
• Maintain and support a variety of equipment to include copiers and fax machines and place external support calls as necessary
• Reset passwords for network, AS/4, and iNotes access
• Develop thorough understanding of Academy policies, procedures and safety rules
• Provides end-user support for specific software applications. May assist with some hardware issues
• Monitors servers and users to ensure that the systems are operational. Informs Information Technology Services of any operational problems. Conducts system maintenance on network
• High School diploma, GED, or equivalent work experience
• Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding
• Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor
• Ability to effectively present information to an internal department and/or large groups of employees
• Requires knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and/or allocations
• Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations
• Requires basic analytical skills. Detailed problem analysis. Intuitive problem-solving skills
• Adaptability to a highly-changing environment. Decisions made with general understanding of procedures and company policies to achieve set results and deadlines
• Errors in judgment may cause short-term impact to co-workers and supervisor
• 3+ years within help desk support
• Experience handling inbound phone calls and troubleshooting over phone
• Active directory and Exchange skills
• Knowledge of and ability to analyze marketplace experiences, developments and trends related to the function of Information Technology (IT)
• Knowledge of major tasks, deliverables, and formal application delivery methodologies; ability to utilize these in order to deliver new or enhanced applications
• Knowledge of and ability to utilize a variety of technical tools and techniques to guarantee service availability and ensure IT system performance
• Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems
• Knowledge of and ability to design, develop and utilize formal IT Service Level Agreements with internal and external customers
• Knowledge of customer support techniques, tools, technologies, and best practices; ability to utilize all aspects of customer support operations to manage a call center
• Supporting BCUS employees
• A + Certification
• Net + Certification
• Working knowledge and understanding of operating systems, applications and products utilized by the bank.-
• Understands the data processing environment and the impact to business functions when systems and/or applications are unavailable
• Strong knowledge and proficiency in PC software such as spreadsheets, word processing and graphics packages. Must work autonomously and be a self-starter
• Interprets, evaluates and resolves telephone inquiries
• Analyzes moderately complex inquiries and determines appropriate technical area to resolve the problem
• Under general direction, follows established procedures and applies general technical standards and concepts. Work is reviewed for appropriate technical judgment, overall quality and efficiency
• Resolves or coordinates a wide variety of problems of moderate scope and complexity
• Competent to provide first level phone support and coordination
• Escalates more complex problems to Senior Level
• Required: A+ Certification
• Preferred: 2-year Technical/Associate’s degree or comparable experience
• Must have 1-2 years of desk/tech support experience
• Windows Vista
• MS Office 2007
• MS Server products (2000,2003,2008)
• Understanding of TCP/IP configuration and troubleshooting
• Experience with maintaining backups
• Experience with disk cloning/imaging software
• Experience with Remote Desktop Services
• Strong background in hardware
• Excellent technical knowledge of network and PC hardware
• Ability to remain detail-oriented and adapt to changing priorities
• Proactive and enthusiastic attitude with focus on customer service
• Local travel to Offices required
• Experience with PC support in a Windows 7 environment working with internet connectivity, application support, and printer support
• Someone with great customer experience (Being in any type of customer support role dealing with customers/end users would be fine.)
• Provide first level support via phone or by using remote support tolls for all call as needed. Attempt to resolve all incidents on first call if possible and document resolutions into the Incident Management software
• Troubleshooot issues related to desktops, laptops, peripherals, software and business applications
• Follow up on calla and incidents that are assigned to other support personnel in order to ensure timely and appropriate resolution
• Notify the user Community when Production outages occur
• &emsp;Participate in the installation, configuration, maintenance and integration of network hardware, software, communication and connectivity systems/devices in accordance with established company procedures and security needs
• &emsp;Maintain and troubleshoot corporate equipment connecting to the LAN and WAN; consisting of information systems that incorporate the latest Microsoft products, network equipment and peripheral equipment (printers, faxes, scanners, etc.)
• &emsp;Maintain and troubleshoot remote location hardware
• &emsp;Install, maintain and troubleshoot off the shelf or company specific applications, including general usage assistance
• &emsp;Roll out new hardware to local and remote locations as needed – imaging and testing desktops and laptops, installing local and network printers, installing/replacing peripheral devices
• &emsp;Provide staff and users with assistance solving computer and user device related problems, such as malfunctions and program errors
• &emsp;Train staff and users on an as-needed basis to work with computer systems and programs. Assist end users with installation, usage and troubleshooting personal communication devices (cellular phones, Smart Phones, etc.)
• &emsp;Develop, document and revise system design procedures, test procedures, and quality standards, including creation and maintenance of network maps and resource locations
• &emsp;Document in hard copy and electronic form all system and PC parameters, configuration changes, application installation notes and application troubleshooting procedures
• &emsp;Prioritizes multiple work requests appropriately to ensure on time completion of all assigned task
• &emsp;Maintain knowledge base by studying increasingly complex systems through reading manuals, periodicals, and technical reports and attending specialized training
• &emsp;Assist with escalated Level 2 Help Desk items, including but not limited to network, telephony, and server related issues
• &emsp;Responsible for cross-training and mentoring of peers as identifies
• &emsp;Provide new clinic location support as defined by supervisor
• &emsp;Administration of systems and enterprise applications
• &emsp;The ability to maintain friendly, cordial relations with all clients and employees
• &emsp;The ability to maintain friendly, cordial relations with all clients and employees; maintain a positive work atmosphere by acting and communicating in a manner that results in a positive work relationship with customers, co-workers and managers
• &emsp;Ability to comply with ATI standards of operations
• &emsp;Ability to adhere to the Core Values of the Company
• &emsp;Perform other duties as assigned by management
• &emsp;At least 2 - 4 years of Computer Support experience
• File Share permission management
• Cloud based application administration
• Approachability
• Career ambition
• Comfort around higher management
• Integrity and trust
• Priority setting
• Time management
• Timely decision making
• The ability to organize and manage multiple priorities
• Excellent interpersonal and communication (both oral and written) skills
• Strong team player; and

Tier Help Desk Analyst Resume Examples & Samples

• 2) 2yrs experience providing Helpdesk / Client services or customer support. This will be a Tier 3 support group. Strong customer service skills
• 3) Experience with Network LAN/WAN connectivity issues and cabling support
• Ability to help collaborate and drive consensus across a diverse group of customers with conflicting priorities
• Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities
• Collaborates with cross functional teams within the client's Technology department and Retail Operations business units and departments on strategies and processes to deliver overall quality assurance
• Ensures that second through fourth level technical problems are identified, tracked, resolved, and referred to the correct support groups as needed. Informs senior implementation specialist and management of issues requiring additional intervention or support
• Plans and maintains schedules, procedures, training materials and tracking methods for new store and remodel store activities, and for software distribution activities
• Provides technical support for new installation hardware and cabling issues and second level technical testing for POS hardware, software, store network circuit and telephony systems, including software activation
• Ability to work effectively in self-directed manner
• Participate in a weekly On Call (24/7) rotation
• Certifications such as MCP, MTA, HDI-HDA, ITIL Foundations, CompTIA A+
• Experience in a corporate Help Desk, call center and/or customer service environment
• Basic knowledge of ITIL concepts and processes
• Positive: Maintain a positive attitude by focusing on solutions and promoting a collaborative and enjoyable environment
• Respectful: Value teamwork, share successes, appreciates others and communicates in a way that promotes trust
• Insightful: Make timely well-considered decisions, create innovative solutions and continuously learn
• Direct: Communicate clearly and objectively; don’t be afraid of difficult conversations. Raise concerns through the proper channels
• Earnest: Be honest, sincere and consistent. Work hard and pursue our goals together relentlessly
• Meet physical and sensory requirements stated below, and be able to work in the described environment
• Identify and participate in process improvement initiatives that improve the customer experience, enhance work flow, and/or improve the work environment
• Provide client support and technical issue resolution via E-Mail, phone and other electronic medium
• Respond to IT Technical Support Line and address issues in an expeditious manner; distribute information to appropriate parties for further investigation and resolution of issues, as required
• Responsible for password resets on applicable company programs
• Refer major hardware or software problems or defective products to Director of IT for service
• Answer inquiries and consult with end users regarding computer software and hardware operation to resolve problems and make recommendations, as necessary
• Investigate user problems and identifies their source; determine possible solutions; test and implement solutions
• Install, configure and maintain personal computers, Windows networks, file servers, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment
• Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational difficulties, including remote assistance, as necessary
• Provide computer orientation to new and existing company staff
• Other special projects and duties, as assigned
• Monitoring incoming issues that are resolved by the front line Help Desk staff
• Diagnosing the root cause and resolving isolated issues
• Escalating customer issues to development staff
• Recommending product and process improvement strategies based on perceived trends or patterns in field issues
• Working with multiple groups to work through complex issues that include replicating, isolating and identifying a root cause while providing workarounds and testing, fixes, and patches. May assist with the setup of staging or test environments
• 5 years required-
• Working knowledge of Social Services and Medicaid programs and systems
• Broad knowledge of the program application and functionality
• English / Spanish Bilingual required
• Troubleshoots and resolves end user problems with hardware, software, and network connections
• Provides technical support to internal customers in the use of computer hardware and software
• Responds to calls from end users having issues with software, hardware, and peripheral devices
• Answers questions related to the general usage of the technology in question
• Handles problem recognition, resolution and follow-up for routine user problems, elevating problems where needed to supervisor or other technical staff
• Logs and tracks calls for assistance; documents and tracks problem resolutions
• Installs and configures user computer hardware and software
• Implements user security access for network and applications according to policy and procedures
• Places and tracks orders for approved requests for computer hardware and software
• Calls software and hardware vendors to request service regarding defective products
• Maintains an accurate inventory of computer hardware and software
• Participates in team activities to implement office systems technology
• Minimum of two years of applicable experience in IT customer support role
• Knowledge of and experience in deploying, maintaining and troubleshooting end user computing hardware and software
• Strong customer service and interpersonal communication skills
• Ability to analyze and effectively resolve problems in a timely manner
• Must have thorough knowledge of Windows operating systems and Microsoft software, personal computer hardware, applications software
• Must have general understanding of network operating systems
• Have basic understanding of computer security principles
• Have the ability to make decisions, meet deadlines and work under pressure with minimal supervision
• Be able to handle multiple tasks at once, prioritize work load and meet deadlines while maintaining quality, quantity and accuracy of work produced
• Must be able to work in a plant and office environment in supporting end users and equipment
• May require travel to other sites
• Participation in 24/7 on-call for escalations is required for this role
• Able to learn new technologies quickly
• Experience working with business users in understanding and resolving issues
• Ability to effectively function both individually and in a team environment
• Self-motivated with ability to accomplish tasks on time
• Ability to maintain a positive, professional attitude at all times
• Ability to maintain confidentiality of data and company sensitive issues
• Troubleshoots user inquiries regarding computer software or hardware operation to resolve problems
• Maintains records of daily communication transactions, problems, and actions taken and follows up on any unresolved issues
• Assists users with password resets
• Trains new users on applications and IT policies and procedures
• Submits request to vendors regarding equipment repairs
• Ensures that the necessary shipment of equipment is done according to company policy
• Professional Certifications such as MCSE, MCSA, A+, HDI, or ITIL preferred, but not required
• Prior experience with customer service or IT trouble shooting required
• Experience with Active Directory, remote desktop tools, and ticketing systems
• Assists in the identification, evaluation, tailoring and implementation of end user technology
• Document, track and monitor progress on issues to ensure timely resolution on current tickets and to reduce/eliminate future incidents
• Troubleshoot and resolve a variety of technical issues regarding networks, client/server systems, PC’s, desktop application software, and peripheral devices; escalate issues as needed
• Provide detailed documentation of all implementations, changes, and solutions resulting from desktop and application support activities
• Participate in 24/7 support and on-call rotation
• Microsoft certification MCP (Windows or Win 7)
• Ability to troubleshoot and solve hardware and software problems
• Experience working in an SLA driven environment
• Experience supporting users in MS Office Suite (Word, Excel, PowerPoint, Outlook)
• At least 2 years of experience supporting Macintosh hardware
• Demonstrated success working in a fast-paced and deadline driven environment
• Able to communicate effectively (written and verbal) and to work collaboratively with all levels of the organization
• MS certifications such as MCSE, MCSA, and MCITP
• CompTia Network+
• Good time management skills
• Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower complexity
• Skills: Verbal and written communication skills, problem solving skills, customer service and interpersonal skills
• Basic ability to work independently and manage one?s time. Basic knowledge of circuit boards, processors, electronic equipment and computer hardware and software
• Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software
• Education/Experience: Associate's degree in computer related field or equivalent training required. 0-2 years experience required
• Read or listen to client problems and collect necessary information to identify and solve technical issues
• Remotely or in person conduct set-up, administration, configuration, or troubleshooting of problems
• Monitor and follow policies on backups, network, and storage capacity, and change management
• Use ticket tracking to document problems and their solutions, and analyze that data to improve performance and training
• PC upgrades / maintenance
• Help Desk – Any and all computer and NON-computer related issues
• Security administrator – configuring and maintaining for all aspects of computers / servers / network
• Microsoft SQL database administrator – for Gemms, Paceart, all other databases
• Microsoft Exchange Email Administrator –
• Microsoft Active Directory Domain Administrator
• Pacs Administrator
• HL7 Interface Administrator
• Cisco Wireless Network Administrator
• VMWare / VSphere infrastructure Administrator
• Cisco Network Administrator
• IBM Storage Administrator
• RightFax Server Administrator
• Patient Portal Administrator
• Citrix Administrator
• Microsoft Remote Desktop Administrator
• Nortel Phone system -
• New Cisco Phone system – will be 100 percent computerized which will fall under I.T. responsibility 20. Cell Phone / iPad Administrator
• Echo Machines – Vivid machines
• CHI Time clocks
• Nutanix Storage Admin
• Project Management – Any and all projects (lab conversion, Paceart Upgrades, Phone System, Security, for example)
• Service Desk Technical Support (70%)
• Self-motivated, organized and team-oriented, able to work independently to meet deadlines
• Customer service/interaction/engagement skills
• Ability to learn and pick up new systems quickly
• Logical technical troubleshooting skills
• Basic networking principles understanding
• MS Windows and/or Mac administration experience with working knowledge of hardware diagnostics
• Retail/customer service experience
• ITIL v3 - Principles Understanding
• Associate’s degree or higher in an Information Technology related discipline (CompTIA A+ and Network+ beneficial)
• 1-3 years of experience through jobs and/or internships
• Troubleshoot network, hardware and software problems. Experience supporting and configuring TCP/IP, Active Directory, and Windows Server 2008R2/2012R2, Windows 7, Windows 8, Windows 10 , and Linux experience preferred
• Manage multiple tasks and projects, while anticipating the technical support needs of the employees
• Create/Deploy images for both laptop and desktops for end users
• Hardware inventory management, equipment orders
• Install, modify and make minor repairs to hardware and software systems
• Responsible for the installation, configuration and upgrade of computer hardware and software (workstations, multi-display setups, printers, mobile devices)
• Resolve end-user incidents and process requests upon first contact via Phone, Email and Chat
• Clearly document user issues and troubleshooting steps
• Previous Help Desk/Call Center experience
• Takes the necessary steps to recognize problems as communicated by the user
• Researches, isolates, and resolves the problem within areas of expertise. Typically, can resolve problems of moderate complexity
• Responds to assigned work orders within the time allotted, in the site's service level agreement
• Works in a team environment with both users and other IT personnel
• Provides a high level of interfacing with co-workers, and communicates effectively with users, IT personnel, and management
• Performs other hardware and software tasks as assigned. Other duties as assigned
• Provide first level technical support for inbound support requests
• Answer the Help Desk phones in a courteous and friendly manner
• Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
• Research, resolve, and respond to questions received via telephone calls, e-mail, walk-ups, and callbacks in a timely manner, in accordance with current procedures
• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
• Maintains records of daily communication transactions, problems, remedial actions taken, and installation activities
• Works effectively and professionally with other team members, learns from and shares knowledge with others by documenting and contributing to knowledge base
• Assists associates in IT Specialist 2 role on initiatives and support issues as assigned
• Outstanding academics with the demonstrated ability to apply learned knowledge
• Demonstrates basic familiarity with troubleshooting and research tools
• Demonstrates basic familiarity with asset, service, monitoring, and documentation tools
• Demonstrated strong and effective verbal, written, and interpersonal communication skills in a small team setting

Junior Help Desk Analyst Resume Examples & Samples

• Provide telephone, email and in-person support to users as part of an NSPIRES Help Desk Team that assists all external and internal NSPIRES users with all aspects of the NSPIRES system from account registration through final proposal submission
• Log inquiries accurately and completely document incident information in the Database Tacking System
• Answer questions from NSPIRES users related to proposal and review creation and submission. Assist proposers and reviewers in navigating the electronic NSPIRES forms. Assist proposers and reviewers with solicitation, proposal submission, and electronic system navigation questions
• Collect information on areas where proposers have difficulty and note issues for future NSPIRES enhancements and upgrades
• Assist NSPIRES users on all new and updated features of an NSPIRES release and set up and test laptop computers and other IT and Audio/Visual equipment prior to panel start
• Assist in the packing of equipment for return to the NRESS facility or IT rental company
• Provide on-site IT support for NASA peer review panels at the NRESS facility or at remote sites
• Be able to quickly resolve IT problems as they arise
• Provide IT support for on-site and virtual participation at the meeting site
• Provide first and second-level customer support *
• Answer customer calls, process customer emails, and respond to customer-submitted service requests and incidents *
• Create, maintain, and assign work orders and incidents in Remedy IT Service Mgt. (ITSM) system *
• Troubleshoot customer-reported issues, record information in ITSM, and route to the appropriate maintenance agency *
• Utilize knowledge base to research known resolutions *
• Resolve customer issues, including but not limited to, password resets *
• Facilitate communications as necessary, including making external calls, setting up conference calls, and providing information to relevant parties *
• Monitor various networks for availability and respond to alarms following established procedures *
• Provide emergency operations support, including making severe weather announcements *
• This is a 3rd shift position *
• Must be able to obtain and maintain a Public Trust Clearance
• Due to the sensitive nature of the work we perform for the US Government, US Citizenship is required
• Exposure related to IT help/service desk work
• Candidate must be extremely detail oriented, a critical thinker, and highly organized to ensure accuracy in assigned duties
• This position requires the ability to independently prioritize work and handle numerous tasks simultaneously in a fast-paced environment
• Must be able to keep continuous work flow with little to no supervision
• Candidate should have skills in the use of Microsoft Office applications
• Knowledge of NASA and Marshall Space Flight Center highly desirable
• Provide Help Desk support for NSC staff
• Contribute to the effectiveness ofthe Information Technology Services team
• Annually affirm InterVarsity’s Statement of Faith
• Bachelor’s degree in Information Technology or related skill set preferred; may be current student
• Excellent client training and one-on-one support skills; patient and helpful demeanor
• Effective oral and written communication skills in English including documentation and curriculum writing
• Demonstrated ability and commitment to work in a diverse team environment
• 1+ years of previous Help Desk support experience using Track-it or a similar ticketing system (i.e., Remedy)
• In-depth knowledge and experience with troubleshooting and repair of workstations, printers, and other client hardware; Microsoft Windows 10 & Windows 7 operating system, Microsoft Office Suite
• Ability to utilize and assist users with tools such as VPN and VWorkspace
• Demonstrated ability to simultaneously and successfully handle multiple, disparate tasks
• Exhibit a patient, friendly, and approachable demeanor with users at all times
• Ability to operate effectively and cooperatively within the IT department
• Ability to provide excellent customer service across all departments
• The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity
• All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions
• Associates are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein
• In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Associates are required to notify superiors upon becoming aware of unsafe working conditions
• All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives
• Receive requests for service via telephone, email or chat session
• Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Troubleshoot and resolve issues on the initial call when possible. Utilize the internal knowledge base, experience and team resources
• Escalate tickets to appropriate support groups when needed
• Document issue in Help Desk database
• Follow up on open issues with escalation groups to provide feedback to customer
• Perform a quality assurance check on resolved tickets to ensure customer satisfaction
• Normal Help Desk hours are 8am until 5pm Monday through Friday ET or PT depending on operation center location. To ensure proper field support, analysts are rotated through weekend coverage approximately 5 times a year. When the analyst is on the weekend shift, they work 4, 10 hour days, Saturday through Tuesday with 3 days off for that week
• Technical Skills: One must encompass a general understanding of computers, both hardware and software, and an understanding of Microsoft applications. Additionally, experience with email systems and basic understanding of Networks and Connectivity is required
• Support of applications, proprietary or otherwise is desired
• Help Desk experience required
• H.S. diploma or GED required, with Help Desk experience, interacting with the customer base over the telephone
• Good written skills, with the ability to record and transfer information that is received from the customer to the internal database, in a clear and concise manner
• Excellent verbal skills, with the ability to interact with the customer over the telephone. Understanding the customers’ needs, while responding in a professional and courteous manner
• Organizational skills and the ability to properly manage individual workload
• Knowledge of standard office procedures and practices
• Ability to interpret a variety of instructions furnished in written, oral, diagrammatic, or schedule form
• Ability to carry out multiple assignments concurrently
• Ability to adapt to changes in the external environment and organization
• This position requires flexibility with shift work
• Receiving automatically connected phone calls from a phone system
• Ability to sit for long periods of time while working on a personal computer
• Frequent lifting and/or moving up to 10 pounds and occasionally up to 25 pounds
• Responds quickly and with exceptional level of service to all incoming customers
• Carefully and adeptly analyzes each incident, request and problem
• When possible, provides immediate resolution, else uses preliminary analysis and critical thinking to escalate item appropriately
• Elicits information necessary to resolve customer incident, request or problem
• Develops and maintains strong working relationships with other IS teams to facilitate collaboration on customer issues
• 1-3 year of Help desk support taking calls and documenting those calls in a Ticketing System. Experience helping end users that are having Windows 7 Operating System issues. Troubleshooting issues to the point of break-fix, identifying and resolving issues
• 1-3 years of Windows 7/MS Outlook support, as well as other MS products such as word, Office, Excel etc. Their level of proficiency can be determined in the technical assessment for windows Help desk
• Customer Service - Has demonstrated world-class customer service and have examples of going above and beyond for their customers. Great written and verbal communication and ability to create great technical dialogue for tickets as well as speak to customers who are not technical
• Identify major incidents and notify 2nd line support in a timely fashion
• Basic Active Directory knowledge. Ability to check user accounts for required matching security
• Navigate Active Directory to check user accounts for appropriate security access and perform password resets
• High School Diploma (Bachelor’s Degree Preferred)
• Minimum of 1 year mortgage loan origination, processing or underwriting experience required
• Excellent organizational time management skills
• Ability to manage various goals and achieve them by deadline
• Comprehensive mortgage knowledge required
• Understanding of the Life of the Loan
• Knowledge of PHH products, underwriting guidelines, procedures, and systems preferred
• Previous knowledge of either LoanSpan or Encompass required
• Demonstrated experience in gathering and analyzing information in order to use problem solving skills to identify the root cause of issues
• Microsoft Office knowledge (Excel, Word, PP)
• Web-ex (preferred)
• Analyzes and triage incoming calls using knowledge bases software designed to quickly identify technical problems and probable resolution
• Action- oriented and self- motivated with the ability to improve the effectiveness, performance and efficiency of the Help Desk team
• Client/server enterprise infrastructures
• Excellent oral communications skills in a telephone-centric customer service setting. Excellent written skills and experience with documentation of issues and resolutions required
• Networking architecture: TCP/IP, token-ring, ethernet, Internet
• Sound knowledge of Helpdesk and Asset management software, and general Helpdesk/ Trouble Ticket and Project Management process
• Technical training, experience and familiarity with several of the following
• WANs, routers, gateways
• Provide multi-level end-user IT support for all offices
• Troubleshoot, diagnose, and resolve all help-desk incidents and requests through to completion. Any that cannot be resolved should be passed to IT Management for diagnosis and resolution
• Maintain and support all desktops, laptops, printers, servers, and peripheral equipment
• Provide onboarding of new employees
• Manage PC setup and deployment for new employees using standard hardware and software images to install, test, and configure new desktop & laptop workstations, peripheral equipment and software
• Set up user accounts, permissions, passwords, printer access, and share-drive access through Active Directory, file-servers, & print-servers, including assigning users & computers to proper AD groups
• Maintain inventory of all equipment, software, and software licensing
• Assist in the support of the server environment including troubleshooting, monitoring, patching, installation, upgrades and disaster recovery (backups and restores)
• Analyze and program new network system, and desktop software and applications as needed, document them, and provide any training needed by the end users
• Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network
• Acts as back-up in regard to the company’s legacy systems
• Maintain and support data communications for remote sites
• Perform daily tasks as needed, including
• Provide primary-level support for all help-desk issues and requests
• Support and administer third-party applications
• Monitor supplies and order as needed
• Maintain backups of internal servers and legacy systems
• Strong organizational & analytical skills, and effective problem-solving skills
• Must have good communications skills, both oral and written
• Must have good interpersonal skills and the ability to work closely, and communicate well, with users at all levels of the company
• Must have a desire to learn, and the ability to grasp new concepts and ideas quickly
• Must be able to complete complex projects with minimal to no supervision
• Must be able to take direction from others as needed
• Must have a valid driver’s license and reliable transportation to and from work
• Must be available for after-hours support as needed
• Must be able to lift and move 50 lb. loads
• Associate's Degree in Computer Science or equivalent experience
• 3-5+ years of experience in a Help Desk environment installing, upgrading, maintaining, and troubleshooting hardware, software, networking and other IT related solutions
• 2+ years of experience in Systems Administration experience including Windows Server 2008/2012, Exchange, Active Directory, Group Policy and Windows permissions
• Must have 5+ years’ experience with Microsoft Windows XP/7/10 and Office applications
• Must have experience with antivirus/spam filter software
• Must be familiar with IT connectivity – Ethernet, TCP/IP, VPN, and Wi-Fi
• Must be familiar with backup and recovery software and methodologies, preferably with NAS Drives and Acronis software
• Preferred customer service experience (0-1 years)
• Beginning organization skills
• Beginning problem solving ability
• Beginning understanding of computer concepts (PC fundamentals, Operating systems)
• Conduct 1st level problem identification, categorization, triage, analysis, and troubleshooting of incidents and requests using documented procedures and available tools
• Manages day to day service delivery and special projects as assigned
• Record and communicate issue symptoms and status information in a timely and accurate manner
• Develop and implement project portfolio management mechanisms to ensure projects are prioritized based on business needs, strategic value, impact on client resources, duration, risk, and cost
• Provide customer updates throughout incident lifecycle
• Maintain effective communication, both oral and written, with colleagues, superiors, and customers
• Interact/collaborate with cross-functional teams
• Adhere to Customer Support Center policies
• Must be diplomatic, tactful and communicate effectively with technical and non-technical personnel
• Contribute to department knowledgebase via creation of new or maintenance of existing documentation
• 2 years IT Help Desk support experience
• Proven experience supporting Microsoft Active Directory
• Proven experience supporting Microsoft Office Suite
• Strong verbal and written interpersonal and communication skills Strong customer service skills
• Analyze root causes and provide input into problem management processes
• Handle minor troubleshooting incidents
• Plan, organize and prioritize tasks to complete work as scheduled and to meet deadlines
• 2+ years of experience with IT Help Desk operations, customer relationship management, and/or emergency management
• Familiarity with Windows 7 and Internet Explorer
• Must be able to work shift work and have flexibility to support varying shifts
• Must be a US Citizen with the ability to obtain a Secret Clearance
• Experience with Emergency Management systems, Emergency Operations Centers, mass warning and E9-1-1 systems
• Experience with "SalesForce.com" service desk tools and/or other Help Desk applications/CRM. Training, certification or coursework relating to personal computers and networking components
• Capable of providing testing support of custom made groups, system updates, and patches on MWN systems
• Collaborative and friendly team environment
• Opportunities to develop and grow within the company
• Health and Wellness programs including discounted corporate fitness membership and nutritional seminars
• Modern, conveniently-located facilities
• Community involvement including OneWalk to Conquer Cancer, Bay Street Hoops and more
• Looking for someone to work Saturday and Sunday 9-5 ET, the other three days during the week can be negotiated **
• Works under direct supervision following work procedures and guidelines
• Focuses on learning functional aspects of position including policies and procedures
• May recommend systems modifications to reduce user problems
• Refers more complex problems to intermediate and/or senior level
• No responsibility for the supervision of others
• Aptitude for providing excellent customer service
• General knowledge of network, desktop, telephony and VOIP (voice over internet protocol technologies
• Typically has a minimum of 1 year directly related experience within a customer service or service desk/technical support environment
• Two year technical degree or equivalent combination of education and experience
• Knowledge of basic computer hardware, including desktop PCs, laptops, printers, Blackberries
• Experience with configuring/troubleshooting PC and laptop wireless network access cards
• Experience with desktop operating systems, especially Windows 2000, Windows XP and Windows Vista
• Extensive application support experience with MS Office 2007, MS Outlook and Lotus Notes
• Ability to quickly learn new applications, unique to the construction industry
• Desktop OS like Windows 7/10, Mac and Linux
• Active Directory User and Group administration
• Google Enterprise
• Web applications and Browser troubleshooting
• Ability to perform problem resolution with IT systems
• Familiarity with remote support tools
• Ability to work and learn in a fast paced environment with competing priorities
• Demonstrated professionalism with a passion for customer service and an ability to empathize with concerned customers
• Knowledge of a wide range of hardware equipment and software applications. Comprehensive understanding of Information Systems and the functional duties of various support groups
• Demonstrated expertise in Information Technology support commensurate with requisite Education/Training
• Demonstrated ability to work independently and to consistently exercise sound judgement and initiative in a wide range of circumstances
• Ability to effectively operate and troubleshoot a wide range of computer operating systems, applications and system management software tools
• Must be able to communicate in verbal and written communications. Typical mediums of communications include face-to-face dialogue, telephone, memos, and electronic mail
• Ability to interpret equipment status indicators to determine appropriate operating conditions. Indicators may include visual and/or auditory techniques or queues
• Ability to type with accuracy, while simultaneously conversing with customers over the telephone
• Provides Tier 1 customer support by directly responding to customer requests for service
• Assigns calls to the appropriate support groups or individual
• Monitors processes and the status of various systems. Ensures that Help Desk system databases contain accurate information. Develops and maintains process resolution documentation, flow sheets, and procedural references
• Provide first and second level support for a diverse customer base of students, staff, and faculty while following documented support procedures
• Maintain a high level of expertise required to troubleshoot and resolve support issues with an average first level resolution of 70% or greater
• Log all support issues with a high degree of accuracy and detail
• Appropriately assign all first level unresolvable issues to the appropriate individuals or teams
• Analyzes, troubleshoots and resolves problems with a goal of 85% First Call Resolution, escalates appropriately when necessary
• Logs all help desk calls or email requests into the IT Service Management System and updates incident and/or problem information
• Meets the business need by providing a workaround, sets and meets expectations
• Follows up, ensuring the issue is resolved or the request is satisfied
• Contributes to the IT Service Management knowledge-base
• Provides excellent customer service
• Practices total contact ownership from acknowledgement to closure
• Contributes to the good of the IT Department and the entire firm
• Participates in new application testing and special projects
• A mobile device and laptop will be provided by the firm, home internet access is required and the cost will be supplemented by the firm
• This position is part of the Technology Operations Support Group, providing remote, first-responder assistance to end-users, and may require after-hours, weekends, and holidays for emergencies and scheduled projects/tasks
• Proficient in Microsoft Office versions 2007 and 2010
• Experience in administration with Windows XP & 7
• Strong problem solving skills
• Ability to communicate clearly
• 1 Year I.T experience
• 1Year Troubleshooting experience
• 1 Year experience documenting procedures
• Triage support requests in an efficient and timely manner - resolving those within the purview of Tier 1, escalating other tickets to appropriate next level support staff
• Create and maintain documentation for 1st level support solutions and processes
• Create and maintain instructional documentation for end users
• Assist with hardware deployments and support when called upon
• Serve as the initial point of contact for users' software and hardware issues and will also work with the other members of the IT department for quick and courteous resolutions
• Provide primary Help Desk and troubleshooting support via the Help Desk Hotline
• Work in concert with other members of the Information Technology Department to troubleshoot more complex user technical problems
• Answer Help Desk calls at all times during the scheduled workday, on after-hours rotation, and at other times as requested or assigned including weekends
• Take primary responsibility for Track-it (ticket creation/tracking) database; log incidents into Track-it System in a timely manner
• Assist the other members of the Information Technology Department in planning and carrying out technical projects, including planning, implementing, assisting in the installation and setup of software products and hardware and other duties as assigned
• Windows 7/10
• Troubleshooting via remote support
• Microsoft suite
• Responding to telephone calls, email, and call center tracking requests for technical support
• Documenting, tracking, and monitoring problems to ensure a timely resolution
• Monitoring the Group mailbox for the help desk to create cases from submitted issues
• Providing Desktop Support for local and remote ShopperTrak employees
• Managing user account in multiple systems, such as email and directory services
• Participating in Research and Development activity as needed to progress ShopperTrak’s new or improved products, processes, or formulas
• Other, as assigned
• Perform workstation setup, moves, ads, changes
• Facilitate the repair of systems under factory warranty or service agreement
• Maintain local network/connection floor plans. Maintains a local library of support policies, procedures, and guidelines
• Experience and education requires at least 2 years with an Associate Degree, 4 years with a GED/High School diploma
• At least 2 YEARS of directly related experience supporting HELP DESK operations, preferably supporting a large-scale government customer
• Experience providing technical and functional support for account administration, and office automation software through telephone and email, as appropriate
• Experience in basic troubleshooting, root cause analysis
• Experience with PeopleSoft Human Resources Help Desk (HR HD) and Customer Relationship Management (CRM)
• Experience supporting DoD Army Human Resource Community customers
• Understanding of common human resource issues
• Strong follow-up and organizational skills
• Answers Helpdesk support services telephone calls, documents all customer inquiries and resolutions received via phone calls, email or other alternative streams of input in order to identify, diagnose, and initiate research necessary to resolve customer issues in a timely manner
• Creates a positive client support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling clients with a consummately professional attitude
• Modify configurations, utilities, software settings, etc. for workstations
• Assist with onboarding new users
• Maintain a detailed inventory of all equipment, software and software licenses
• Perform hardware and software updates as required
• Works with the Systems and Network Engineering staff to develop and implement proper security policies and procedures
• Works with the Systems and Network Engineering staff to implement and maintain systems and solutions
• Contributes to self-help knowledge base entries and documents typical requests, resolutions and work-around procedures
• Experience in Healthcare IT environments is helpful
• Associates degree or equivalent experience in computer science or information technology
• 3+ years’ experience in Helpdesk or Desktop support roles
• Proficiency with HelpDesk software and systems (e.g. Remedy, ServiceNow, SysAid, etc.)
• Proficiency with MS-Office software, Google Apps, Project and Visio
• Understanding of radiology applications and workflow
• Technical knowledge of hardware, software and network systems
• Outstanding customer service orientation and skills
• Ability to prioritize and manage multiple activities in a critical environment
• Strong team player skills and orientation
• Clear and professional communication capabilities
• 3) 1-3 years supporting mobile devices (iPhone, Android, BlackBerry, etc...)
• Escalate issues to second level support when the solution is unknown or cannot be found within 20 minutes
• Supports all hardware and software for designated platforms
• Works with Team to achieve performance goals and increase productivity
• Respond to customer support calls logged in ServiceNow (call logging application) in a friendly and efficient manner
• Log all calls in a detailed manner with accurate support call information to provide customers and IT with timely updates on potential new support issues
• Analyze incoming calls and be proactive to discover and determine permanent resolutions to support issues and communicate these findings to others in the department
• Maintain/update accurate solution documentation in ServiceNow Knowledge base
• Document inventory assets such as new hardware installs and replacements using Kwik Trip’s ServiceNow Asset Tracking System Develop and maintain storage system documentation
• 1-3 years’ experience in the following
• Helpdesk, computers and software troubleshooting, network experience, hardware setup and repair, software installation
• Knowledge of PC operating systems (Windows 7, Windows 8, Windows 10, general networking (LAN WAN TCP/IP), Microsoft Office 2013 or better (Word, Excel, Outlook, Access, OneNote, Project, PowerPoint)
• Demonstrated ability to communicate effectively with end users
• Strong analytical skills that enable this person to collect information and interpret data in order to troubleshoot and solve problems
• Ability to multitask and perform work in an organized, timely manner; ability to work independently with minimal supervision
• Support end user requirements and questions concerning E9-1-1 systems and AtHoc enterprise IWS Operation, Administration, alerting, and self-registration
• Support Help Desk Manager to ensure Tier 1 staff are sufficiently informed and trained to provide first response support of fielded systems
• Monitor tickets and processing tasks
• Assist with installations, assist with deploying s/w patches/fixes, and assist with testing to confirm proper functionality
• Exercise discretion and independent judgment while providing support to business users
• Investigate, solve problems and provide support to customers, vendors and employees
• HS Diploma and less than 1 year of knowledge and experience with basic customer relationship management, and/or emergency management
• Must be willing to obtain Secret Clearance
• HS Diploma/Pursuing college degree
• Prior customer service experience
• Training, certification or coursework relating to personal computers and networking components
• Gain knowledge and usability of EAB products and services, while providing daily Tier 1 support to our member community
• Triage Tier 2 support to EAB PT teams, gaining direct exposure to Business Analyst and Consultant teams, roles, and responsibilities
• Develop presentation and report deliverables for both internal and external customers
• Responsible for member communication and expectation setting through daily interactions involving data issues and change requests
• Troubleshoot technical and non-technical issues in order to perform root cause analysis, including the ability to identify and implement corrective and preventive measures
• Track status of specific support tasks and projects using Salesforce platform
• Execute ad hoc special projects for Performance Technologies delivery teams, supporting the department’s strategic priorities
• Participate in user acceptance testing related to resolved defects and new functionality
• Recommend initiatives geared toward support process improvement
• Perform administrative functions related to support delivery, including: tracking support requests, completing paperwork, scheduling appointments and generating documentation
• 1+ years of professional experience
• Able to work independently and autonomously
• Proven customer service skills with a focus on attention to detail
• Experience working with Excel and aptitude to learn advanced Excel functionality
• 1+ years of experience in an application support setting
• 1+ years of experience in project management and client management
• Understand and write SQL statements to update and insert data and write ad-hoc queries (experience with SQL)
• Experience with Salesforce or other CRM tools
• Solution-focused problem solving
• Perform duties relating to the development, maintenance and support of the organization’s information technology
• Provide support to end users on a variety of IT issues
• Identify, research and resolve technical problems
• Respond to telephone calls, email and personnel requests for technical support
• Document, track and monitor problems to ensure a timely resolution
• 3-5 years experience with supporting Airwatch or other MDM. Mobility support. Blackberry, iOS, Android
• 3-5 years experience with trouble shooting various OS and hardware related issues. Windows, Outlook, Active Directory, Lenovo laptops
• 3-5 years experience with providing a high level of customer service. (White-glove/executive support is preferred)
• Ensure seamless on-boarding, deployment and support of desktop/laptop devices, mobile devices, software & peripherals
• Establish a trusted, advisory relationship with internal business customers
• Act as the voice of the business customer, to monitor requirements and give recommendations to management
• Ability to travel for deployment & user education (minor)
• Flexible work hours/shifts possible
• Non-core hours & on-call support possible
• Provide phone and web support for a variety of clients
• Turnkey deployment of desktop/laptop devices, mobile devices, software & peripherals to internal customers
• Troubleshoot application and OS issues, provide Pre and Post-deployment support for office & 3rd party users
• Maintain inventory and asset data for desktop/laptop devices
• Escalate problems to management
• CANDIDATES THAT QUALIFY WILL BE CONTACT DIRECTLY**
• General vendor technologies
• Customer service principles
• Personal computers and common computer software applications
• General functional characteristics and capabilities of operating systems for Windows
• Basic wireless networking functionality and capability
• Basic desktop and laptop support and troubleshooting
• Establishing and maintaining interpersonal relationships
• Time management and organization
• Prioritization
• Taking a customer-centric approach to troubleshooting
• Synthesize feedback and adjust accordingly
• Take initiative to research or seek customer feedback to improve service
• Meet strict deadlines
• Continuously participate in process improvement practices
• Associate’s degree AND
• Three to five (3-5) years experience at a help desk in tier 1 or tier 2 support
• Provide first-tier computer and software support to users on-site and via telephone, identify root cause and permanent fix of persistent customer issues
• Provide timely response and follow-up to all support calls from remote users
• Document issue resolution and monitor new tickets in ServiceNow. Update knowledge base and other documentation in SharePoint
• Perform PC setup and maintenance, including software, printers and other peripherals installation either for new hires or for hardware refresh
• Maintain and troubleshoot audio-visual equipment
• Open trouble tickets with 3rd party support vendors as appropriate
• Perform LAN and remote access/VPN troubleshooting to isolate and resolve problems
• Perform maintenance and administration of PC based applications including email, MS Office, Office 365, Skype for Business, anti-virus software, and other department-specific applications
• Catalog and maintain the inventory PC hardware and warranty expiration
• Document and update all IT support processes on a continual basis
• A minimum of 5 years’ experience in an IT service or support department
• Strong understanding of PCs and peripherals in a networked environment
• Experience with MS Office, Office 365, MS Windows 10, Windows Server OS, Active Directory, VMware virtual infrastructure
• LAN support experience, including understanding of Ethernet, TCP/IP, DHCP, and DNS
• Bachelor of Science Degree in Computer Science or Information Systems required
• Certifications: A+, Network+, Certified Help Desk Professional, MCSA or Microsoft Certified Professional
• Works with minimal supervision, proactively follows up on outstanding issues/tickets
• Must be able to recognize and act when escalations are needed, as well as possess the ability to self-start and work independently
• Handles multiple projects with changing priorities and is able to handle frequent interruptions positively
• Ability to work in a fast paced and deadline oriented environment
• Excellent interpersonal skills including verbal and written communication, superb listening and follow-up abilities
• Customer oriented person, positive and friendly attitude, patient, polite, problem-solver by nature, highly conscientious and persuasive

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Help Desk Resume Summary Example

Job-specific expertise.

The mention of being a 'Help Desk professional' gives a clear hint to recruiters about your job-specific expertise. It's important to use industry-specific job titles to ensure your resume makes it past ATS (Applicant Tracking Systems), which are programmed to look for specific keywords.

Highlighting specific accomplishments

When you mention that you 'implemented a new ticketing system', it says much more than just telling you're skilled. It showcases your proactive nature and your ability to bring about positive changes in your work environment. Not to mention, it's a great way to quantify your impact.

Showcasing managerial abilities

By stating you have experience 'training and managing a team', you demonstrate to employers that you possess leadership skills. This is especially important for roles that require supervising or mentoring others.

Stressing on performance metrics

Mentioning how you've 'reduced issue resolution time by 25%' gives recruiters a tangible example of how you can improve processes. Quantifying your achievements like this helps employers understand the potential value you can add to their organization.

Displaying knowledge of software

When you mention experience in 'supporting enterprise-level software applications', it suggests a familiarity with complex systems. This indicates to recruiters that you can handle challenging IT environments and troubleshoot a variety of issues.

Entry-Level Help Desk Resume Summary Example

Capitalizing on education.

As an 'Entry-Level Help Desk' professional, highlighting your educational background in IT is a smart move. This instantly communicates to employers that you have a solid foundation of IT knowledge, despite being entry-level.

Showcasing early achievements

'Developed a user-friendly FAQ section', this is a great way to demonstrate your initiative and problem-solving skills, even if it was during an internship. Employers value candidates who can show tangible results, regardless of the setting.

Leveraging your involvement

Mentioning that you 'assisted in a major system migration project' underlines your ability to participate in large-scale initiatives. Even if you were assisting, it still shows that you're capable of handling major projects.

Rapid learner

'Quickly learn new software systems' - This shows that you're adaptable and willing to expand your knowledge base. These are highly valued traits in the ever-evolving tech industry.

Industry-spanning experience

Experience in 'multiple industries including finance and healthcare' demonstrates your ability to adapt to different work environments and understand the unique IT needs of various sectors.

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IT Help Desk Coordinator Resume Summary Example

Define yourself and your strengths.

Starting your summary with your job title and a key strength, 'juggling multiple tasks and deadlines,' sets the tone. It tells recruiters what you do and what you're specifically good at.

Demonstrate your problem-solving abilities

By explaining how you 'implemented a new shift scheduling system,' you demonstrate your problem-solving abilities. Including the direct result of your actions, in this case, 'improved 24/7 coverage by 100%,' further solidifies your claim.

Exhibit your coordination skills

Coordinating support for multiple office locations is no easy task. By highlighting this, you show your ability to manage complex operations and cater to diverse needs, indicating adaptability and effective coordination skills.

Showcase your leadership skills

Managing a team of technicians requires leadership and people management skills. Mentioning this conveys that you're not only good at technical work but also at managing people, which is a valuable combination.

Highlight relevant industry exposure

Experience in fast-paced tech startups sends a clear message - you're adaptable, can handle pressure, and are comfortable in a dynamic environment. It's a great way to demonstrate your fit for similar future roles.

IT Service Desk Manager Resume Summary Example

Leadership in it service.

Being an 'IT Service Desk Manager' with a record of transforming underperforming teams showcases your leadership skills and problem-solving abilities. It conveys that you can take charge and bring about positive changes.

Training initiatives

'Introduced a new training program' demonstrates your commitment to improving team performance. Training is often overlooked, but it's an excellent way to increase productivity and enhance team skills.

Global team management

'Managed a global team of 20+ service desk analysts' shows that you can handle large teams spread across different locations. This requires excellent communication and coordination skills, making it a key selling point to recruiters.

Cost-saving measures

'Reduced IT expenditure by 15%' shows that you're not only technically proficient but also mindful of the business side of IT. This ability to balance technical needs with budget constraints is a valuable trait.

Broad software environment experience

'Experience in both SaaS and traditional IT environments' shows that you're adaptable and have a wide range of skills. It suggests that you can handle IT service management in diverse technology landscapes, making you a versatile candidate.

IT Support Specialist Resume Summary Example

Technical prowess.

As an 'IT Support Specialist', it's crucial to highlight your technical abilities upfront. It implies a broad set of skills, from troubleshooting hardware and software issues to network administration.

Preventive measures

'Implemented a proactive maintenance schedule' shows that you not only solve problems after they arise but also work to prevent them. This approach can save companies significant resources in the long run, making it a desirable trait.

Vendor management

'Coordinated with vendors' is an important detail for companies that rely heavily on external suppliers. It suggests you're capable of maintaining beneficial relationships with vendors while ensuring timely updates and services.

Infrastructure management

'Managed IT infrastructure for 200+ workstations' shows that you're capable of overseeing large-scale operations. This paints you as a candidate with experience in handling significant responsibilities.

Crisis management

Being known for 'efficiently managing high-pressure situations' is a huge plus in any IT role. IT issues can often be urgent and stressful, so recruiters will appreciate a candidate who can remain calm and effective under pressure.

Network Support Specialist Resume Summary Example

Paint a clear picture of your role.

Mentioning your exact job title, like 'Network Support Specialist', in the summary breeds clarity from the start. It helps recruiters quickly match your profile with the job description and understand your expertise level. Plus, it increases your chances of getting picked up by Applicant Tracking Systems (ATS) due to keyword matching.

Showcase your major achievements

'Designed and implemented a network upgrade' is a perfect instance of demonstrating your impact. Not only does it show your technical skills, but it also illustrates how you've applied them. Remember to include quantifiable results, as it gives a sense of scale to your accomplishments.

Highlight critical responsibilities

Pointing out that you've 'managed network security' for a financial institution speaks volumes. It shows that you can be trusted with significant responsibilities and can handle high-pressure environments.

Establish leadership capabilities

Managing cross-functional teams is a complex task. By stating this, you prove that you have solid leadership and coordination skills. Such a trait is highly valued, especially in roles that require collaborative efforts.

Emphasize industry experience

Stating that you've worked in highly regulated industries like finance and healthcare gives you an edge. It not only shows your adaptability but also your understanding of industry-specific challenges and regulations.

Senior Help Desk Analyst Resume Summary Example

Seniority matters.

Identifying yourself as a 'Senior Help Desk Analyst' instantly communicates your level of experience to recruiters. This can be a deciding factor for hiring managers when weeding out less experienced candidates.

Innovation in action

'Introduced an AI-based chatbot' - here's an excellent example of leveraging technology to solve problems. This indicates your tech-savviness and forward-thinking approach, both qualities highly appreciated in the IT world.

Proof of leadership

The phrase 'managed a team of 10 technicians' not only demonstrates your leadership skills but also shows that you can handle a larger team, which is crucial for higher-level positions.

Customer-centric attitude

Having a '95% customer satisfaction rating' speaks volumes about your ability to handle customers effectively. In a help desk role, customer satisfaction is often the most critical performance metric.

Cloud knowledge

Having experience in 'supporting cloud-based infrastructure' shows that you're up-to-date with the latest technologies. This is particularly important in IT roles where technology evolves rapidly, and staying current is critical.

Technical Support Analyst Resume Summary Example

Problem-solving reputation.

A 'Technical Support Analyst' with a reputation for resolving issues quickly signals to recruiters that you're efficient and reliable. A good reputation is often built through consistent performance, which recruiters love to see.

Process Implementation

'Implemented an ITIL-based incident management process' indicates that you're familiar with industry-standard frameworks and can utilize them to improve processes. This suggests a strong understanding of IT operations and a strategic mindset.

Supporting large organizations

'Led the IT support for a 500+ employee organization' - handling IT support in large organizations often means dealing with a wide variety of issues and managing resources effectively. This statement showcases your ability to operate at a large scale.

Vendor relationship management

'Managed vendor relationships' suggests that you're experienced in dealing with third-party suppliers, which is often a crucial part of an IT support role. It shows your ability to negotiate and collaborate, ensuring resources are procured efficiently.

Varied work environments

Having 'experience spans startups and large corporations' shows your adaptability. Different work cultures demand different approaches, and recruiters will appreciate a candidate who has successfully navigated both.

Help Desk Resume Templates

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Service Desk

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• Help desk resume examples

Help desk Resume examples

10 Help desk resume examples found

All examples are written by certified resume experts, and free for personal use. Copy any of the Help desk resume examples to your own resume, or use one of our free downloadable Word templates. We recommend using these Help desk resume examples as inspiration only, while creating your own resume.

Learn more about: how to write a perfect resume

IT help desk technician

Provided superior customer support & service to Comcast’s WiFi customers by answering a full range of customer requests, inquiries, and complaints relating to WiFi services and general inquiries. Answered incoming calls and provide helpdesk support to resolve issues on the server-side and client-side using Retain Helpdesk tool.

• Resolved customer technical issues to ensure all issues are closed in time with the right resolution and highest customer satisfaction.
• Diffused escalated customer situations while setting accurate expectations for issue resolution.
• Documented problems including detection information, diagnostic results, and repair information by utilizing the trouble ticketing system.
• Managed the overall customer call queue to ensure timely response to incoming customer calls.
• Opened tickets and maintained documentation to track tickets through resolution.
• Provided coaching, training new employees on call center operations, troubleshooting techniques, and collaborated on calls with new hires.

Help desk technician

Log all received issues into proprietary help desk ticketing system, classifying and prioritizing incidents with excellent written communication for other technicians to respond to. Use sound judgement to identify trends, anticipate customer needs, and determine when to escalate incidents.

• Developed 14 knowledge articles to reduce customer frustration and decrease resolution time.
• Provide technical and functional support, resolving 90% of tickets during first contact.
• Receive and respond to calls, emails, live chats, and web inquiries from system users.
• Collaborate with Tier 2 support to enhance knowledge and improve service level agreements (SLA).

Help desk support

Ensure customer service is timely and accurate on a daily basis by recruiting, training, and supporting a highly efficient and effective team of help desk representatives and technicians. Maintain customer service standards by contributing to improving customer support by actively responding to queries and handling complaints.

• Improved production and efficiency by delegating staff to specific roles.
• Manage the help desk team and evaluate performance to create innovative recommendations.
• Establish best practices through the entire support process by developing and reviewing daily, weekly, and monthly reports on help desk team's productivity.
• Follow up with customers to identify areas of improvement and develop an effective and workable framework for managing and improving customer support accordingly.
• Develop and oversee the team's knowledge base and ensure top quality solutions are available to the staff.
• Advise management on situations that may require additional client support or escalation.

Provided remote technical support and assistance to clients/customers across the country. Responded to queries by email, phone, and chat, offering assistance on configuration, delivery, maintenance, and troubleshooting various computer systems, software, hardware, and other technical components.

• Utilized standard help desk procedures and processes to document and resolve technical issues for end-user requests.
• Assisted with user access, creation, editing, and troubleshooting in Google Workspace and Active Directory.
• Provided expertise to maintain and support various IT systems while adhering to company and department strategies and standards.
• Troubleshot hardware and software problems and made recommendations for upgrades and configurations implementation.
• Tasked with designing and maintaining Document Libraries, SharePoint sites, workflows, and Google applications in support of business practices.

Identify problems and implement solutions with accurate communication to ensure courteous, timely, and effective resolution of customer issues. Ensure compliance with security procedures for data handling.

• Improved first-contact resolution 20% by creating customer handling guide.
• Act as the Tier 1 point of contact for internal and external customers on a busy service desk. Provide thorough triaging of tickets by liaising with other service teams.
• Identify, recommend, develop, and implement internal training programs to increase system literacy and self-sufficiency.
• Participate in planning sessions for process improvement and make recommendations based on experience and past customer interactions.

Interactive technical support position requiring sharp problem solving and communication skills.

• Liaised with colleagues to provide comprehensive support to user on both hardware and software issues.
• Provided prompt responses and solutions to incoming inquiries and reported issues.
• Routinely delivered detailed reports to supervisors on the status of all technical issues and assigned projects.
• Provided ample support in during installations and testing of company systems to ensure quality performance.

Provided expertise on numerous IT systems, delivering a high level of customer service and exceptional technical support for end-user software/hardware. Performed analysis, diagnosis, and resolution to a variety of issues, documenting and maintaining an inventory of all computing equipment and purchases.

• Resolved complex issues requiring detailed applications and systems expertise that have been escalated from Tiers 1 to 3.
• Installed microcomputer hardware and software, customized software patches according to specific requirements, and corrected technical issues.
• Worked onsite and remotely to ensure service tickets, diagnostic programs, and isolation problems are adequately addressed and fixed promptly.
• Reviewed and addressed recurring or escalated issues by bringing technical cost-effective solutions to company executives.
• Configured, deployed, troubleshooted, and resolved issues to software and hardware, peripheral devices, and networks.

Technical support position requiring a blend of customer service and technical skills in the daily execution of duties.

• Maintained up-to-date knowledge of all company products and services to better assist customers in resolving their technical issues.
• Continuously read technical manuals on company’s latest hardware products to understand technical components and deliver comprehensive installation and repair support as needed.
• Responded to all customer enquiries and escalated specific problems to the designated specialist.
• Documented technical resolution processes and workflows for future references.

Complex role requiring supervision of a 5 man team to ensure the quality of remote customer support.

• Delivered premium remote assistance to users to resolve technical issues on software and hardware
• Managed on-boarding processes and new recruits training on in-house techniques and third-party applications to ensure adherence to service standards.
• Managed workflows and delegated tasks to help desk support associates under personal supervision to ensure attainment of defined goals.
• Worked with HR to develop standard operation policies and procedures for routine systems management tasks and effective user training manuals.

Complex role requiring comprehensive knowledge of technical components to deliver effective and prompt solutions to ensure customer satisfaction.

• Performed diagnostic assessments hardware and system performance to identify issues and ensure effective resolution.
• Routinely evaluated department operational policies and procedures to find bottlenecks and suggest improvements to upper management.
• Trained new recruits on standard technical support process to ensure the accurate documentation and delivery of technical support services to customers.
• Kept abreast of all projects within assigned team and provide routine progress reports to department head to streamline workflows and define performance goals.
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Top 17 Help Desk Resume Objective Examples

Updated July 17, 2023 13 min read

A resume objective is a brief statement at the top of your resume that highlights your skills, experiences, and goals related to the position you are applying for. When writing an objective for a help desk position, it’s important to focus on customer service and technical skills. Aim to highlight your ability to troubleshoot problems quickly and efficiently, as well as your commitment to providing excellent customer service. For example, you could write “Dedicated customer service professional with 5 years of experience in resolving technical issues seeking a help desk position at XYZ Company.” Additionally, you can emphasize any certifications or qualifications that demonstrate your expertise in the field. This will give hiring managers an idea of what makes you stand out from other applicants.

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Top 17 Help Desk Resume Objective Samples

• To obtain a Help Desk position where I can utilize my technical expertise and customer service skills to provide excellent support.
• To apply my knowledge and experience in a Help Desk role to ensure the highest level of customer satisfaction.
• To work as a Help Desk professional in an organization that values customer service and technical proficiency.
• Seeking a Help Desk position with an established organization that will allow me to contribute positively to its success.
• To use my technical aptitude and customer service skills in a Help Desk role to provide efficient solutions for customers.
• Looking for an opportunity to join a team of professionals as a Help Desk expert, where I can leverage my knowledge and experience.
• To secure a challenging position as a Help Desk technician where I can use my problem-solving skills and customer service abilities.
• Seeking an entry-level position as a Help Desk specialist, offering the opportunity to develop new skills while providing quality service.
• Desire to work in a fast-paced environment as part of the help desk team, utilizing my extensive technical knowledge and customer service experience.
• Aiming for an opportunity to join an innovative company as a help desk representative, leveraging my problem solving abilities and communication skills.
• To join an organization that recognizes the value of exceptional customer service, offering the chance to utilize my technical expertise in help desk operations.
• Seeking employment as part of the help desk team, bringing strong problem solving capabilities and technical know-how to provide efficient solutions for customers.
• Pursuing an entry-level position as part of the help desk staff, using my interpersonal skills and IT knowledge to deliver outstanding support services.
• Looking for an opportunity to join an established company as part of their help desk team, offering excellent customer service while resolving complex issues quickly.
• Aiming for a challenging role at the help desk department, utilizing my communication abilities and technical proficiency in order to provide high quality support services.
• Applying for the position of Help Desk Technician with the goal of providing superior customer service through effective troubleshooting techniques and IT knowledge base.

How to Write a Help Desk Resume Objective

A help desk resume objective is an important part of any help desk job application. It should be concise, focused and demonstrate your value to the employer. Writing a help desk resume objective requires you to consider what employers are looking for in a help desk employee, as well as what unique skills and qualities you bring to the table.

When crafting your help desk resume objective, it’s important to address both technical and interpersonal skills. Technical skills should include knowledge of computer systems, hardware, software applications and networks. Interpersonal skills should emphasize customer service experience such as problem solving and communication skills.

Start by introducing yourself in one or two sentences. This will give employers an idea of who you are before they read further into your resume. For example: “Experienced help desk technician with 5+ years of experience providing top-notch technical support to customers worldwide”.

In the next few sentences, highlight your key qualifications in relation to the position you’re applying for. Use industry keywords such as IT support, customer service or troubleshooting when possible. For example: “Highly skilled in troubleshooting hardware and software issues; adept at quickly resolving customer inquiries; experienced in working with Windows/Mac OSX operating systems”

In the final sentence, write about why you are passionate about working as a help desk technician and how you can benefit the company if hired. For example: “I am dedicated to providing excellent customer service and I am confident that my technical expertise will be an asset to your team."

By following these tips, you can craft an effective help desk resume objective that will make employers take notice of your application!

Related : What does a Help Desk do?

Key Skills to Highlight in Your Help Desk Resume Objective

In a competitive job market, it is crucial to make your resume stand out from the crowd. One way to do this is by effectively showcasing your key skills in your help desk resume objective. This section provides potential employers with a snapshot of what you bring to the table and how you can contribute to their organization. Highlighting the right blend of technical knowledge, problem-solving abilities, and customer service skills can significantly increase your chances of landing that coveted help desk position. Let's delve into the key skills you should emphasize in your help desk resume objective.

1. Troubleshooting

A resume objective for a Help Desk job should include troubleshooting as a key skill because it is essential in diagnosing and resolving technical issues. This role often involves assisting users who are experiencing problems with their hardware or software. Therefore, the ability to effectively troubleshoot can lead to quicker resolutions, improved user satisfaction, and increased productivity within an organization. Including this skill in the resume objective demonstrates the candidate's capability to handle common tasks associated with the job efficiently.

2. Active Listening

Active listening is crucial for a Help Desk role as it involves understanding and resolving the problems or concerns of customers or employees. This skill ensures that the professional accurately comprehends the issues reported, leading to effective problem-solving. It also helps in building a strong rapport with customers, enhancing their overall experience. Including this skill in a resume objective can highlight the candidate's ability to handle customer queries efficiently and empathetically.

Empathy is a crucial skill for a Help Desk position because it involves dealing with people who are often frustrated or confused. Being able to understand and share the feelings of another person can help in effectively resolving their issues. It allows the help desk professional to provide better customer service, build rapport with users, and create a positive experience for them. This skill also aids in problem-solving as it enables the professional to see the problem from the user's perspective.

4. Multitasking

A Help Desk professional is often required to handle multiple tasks simultaneously such as answering calls, responding to emails, troubleshooting technical issues, and logging customer interactions. Therefore, having strong multitasking skills is essential to manage these various responsibilities efficiently and effectively. This skill shows potential employers that the candidate can work under pressure, prioritize tasks, and maintain productivity in a fast-paced environment.

5. Time Management

A Help Desk professional often deals with multiple tasks and inquiries simultaneously. Effective time management skills allow them to prioritize tasks, respond to user requests in a timely manner, and ensure all issues are addressed efficiently. This skill is crucial for maintaining productivity, meeting deadlines, and providing excellent customer service. Including this skill in a resume objective demonstrates the candidate's ability to handle high-pressure situations and manage their workload effectively.

6. Problem Solving

A Help Desk professional is often the first point of contact for individuals experiencing technical issues. Problem-solving skills are crucial in this role as they need to quickly diagnose and fix the problem or find alternative solutions. This skill also demonstrates their ability to handle challenging situations and their dedication to providing excellent customer service. Including problem-solving skills in a resume objective shows potential employers that the candidate is capable of managing and resolving any technical issues that may arise, thereby ensuring smooth business operations.

7. Communication

A Help Desk professional often serves as the first point of contact for customers or employees experiencing technical issues. They need strong communication skills to understand the problems being reported, explain complex technical information in an understandable way, and provide clear instructions for resolving issues. Additionally, good communication helps in building rapport and trust with clients, leading to improved customer satisfaction. Thus, highlighting this skill in a resume objective can show potential employers that you are capable of providing excellent customer service and effectively managing technical concerns.

8. Technical Knowledge

A Help Desk professional is often the first point of contact for individuals experiencing technical issues with their hardware or software. Therefore, having a strong technical knowledge is crucial as it allows the professional to understand, diagnose, and resolve these issues effectively and efficiently. This skill also enables them to explain complex technical issues in simple terms to non-technical users. Including this skill in a resume objective demonstrates to potential employers that the candidate has the necessary expertise to perform the job successfully.

9. Patience

A Help Desk professional often deals with individuals who are frustrated or confused due to technical issues. Patience is needed in order to calmly and effectively communicate with these individuals, guide them through problem-solving steps, and provide excellent customer service. Without patience, a Help Desk professional may struggle to handle difficult situations and maintain positive customer relationships.

10. Adaptability

Adaptability is a crucial skill for a Help Desk role as it involves dealing with various technical issues and customer inquiries. The technology and software used in the industry are constantly evolving, and the ability to quickly adapt to these changes is essential. Additionally, every customer will have unique problems and requests; hence, an adaptable Help Desk professional can effectively adjust their problem-solving approach to meet each situation's demands. This skill also demonstrates flexibility, resilience, and the willingness to take on new challenges - qualities that employers often look for in potential candidates.

In conclusion, the objective section of your help desk resume is a crucial platform to showcase your key skills. It's an opportunity to make a strong first impression and convince potential employers that you possess the necessary abilities to excel in the role. Carefully selecting and highlighting these skills can significantly increase your chances of securing an interview. Remember, it's not just about listing skills but demonstrating how these skills can contribute to the success of the organization. Tailor this section to each specific job application, ensuring alignment with the job description and requirements for maximum impact.

Related : Help Desk Administrator Skills: Definition and Examples

Common Mistakes When Writing a Help Desk Resume Objective

A help desk resume objective is an important part of the hiring process, as it gives employers a brief overview of your skills and abilities. It should be specific, concise, and tailored to the job you’re applying for. Unfortunately, many job seekers make common mistakes when crafting a help desk resume objective that can cost them the position they’re seeking.

One of the most common mistakes in writing a help desk resume objective is being too generic or vague. While it’s important to highlight your skills and qualifications, stating something like “I am highly motivated and have excellent customer service skills” doesn’t give employers enough information about what makes you stand out from other applicants. Instead, focus on how your experience makes you uniquely qualified for this particular role. For example, “With two years of customer service experience in a technical support environment, I am confident I can provide outstanding customer support to clients using XYZ software.”

Another mistake people make when writing their help desk resume objective is focusing too much on their own interests or goals instead of emphasizing how they can benefit the employer. Employers want to know what value you can bring to their organization; they don't care about what you want out of the job. Therefore, avoid phrases such as “seeking a challenging position where I can use my skills to further my career" and instead focus on how your skills will be beneficial to the company.

Finally, some resumes objectives are simply too long or contain unnecessary details that detract from its purpose. The goal of your resume objective is to capture an employer's attention with just one or two sentences – so keep it short and sweet! Focus on only the key points that make you stand out from other candidates and avoid providing any extraneous information about yourself.

By avoiding these common mistakes when crafting a help desk resume objective, you can ensure that your application stands out from other applicants and increases your chances of landing an interview for the position!

Related : Help Desk Resume Examples

A wrong resume objective for a help desk might be to "advance my career," whereas a right resume objective for a help desk would be to "provide first-rate customer service and technical support to end users."

Editorial staff

Brenna Goyette

Brenna is a certified professional resume writer, career expert, and the content manager of the ResumeCat team. She has a background in corporate recruiting and human resources and has been writing resumes for over 10 years. Brenna has experience in recruiting for tech, finance, and marketing roles and has a passion for helping people find their dream jobs. She creates expert resources to help job seekers write the best resumes and cover letters, land the job, and succeed in the workplace.

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