Help Desk Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the help desk 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

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

CHOOSE THE BEST TEMPLATE - Choose from 15 Leading Templates. No need to think about design details.

USE PRE-WRITTEN BULLET POINTS - Select from thousands of pre-written bullet points.

SAVE YOUR DOCUMENTS IN PDF FILES - Instantly download in PDF format or share a custom link.

Create a Resume in Minutes

S Klein

Sophie

Klein

32368 Fabiola Ville

Boston

+1 (555) 104 5515

32368 Fabiola Ville

Boston

Phone

p +1 (555) 104 5515

Experience Experience

Houston, TX

Help Desk

Houston, TX

Crona, Rogahn and Farrell

Houston, TX

Help Desk

Assist with network issues, mobile device management, and third party application management
Effectively communicates with IT team members and management to document customer issues, create assignments, manage support requests and share best practices
Deploy and maintain out of band management devices in Retail locations, so that network equipment can be managed remotely
May provide lead work direction to college interns or new hires
Registers in HEAT (the incident management tracking tool) and assigns either to him (her) self or dispatched to a "queue" managed by additional support teams
Work and communicate with team members to deploy quality solutions in order to satisfy project and task work as assigned
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

Dallas, TX

Help Desk Associate

Dallas, TX

Little, Corwin and Lynch

Dallas, TX

Help Desk Associate

Assist on multiple project work assigned by a manager
Provides additional assistance or information to the IT Technical resource working on the escalated problem
Consistently meet and exceed established benchmarks in performance set forth by management for all Tier 1 Associates
Administers end-user workstations and supports end-user activities utilizing TCP/IP on a primarily Microsoft Windows-based local area network (LAN)
Use Active Directory and other Bain tools to create and manage user accounts and set permissions
Perform other related duties incidental to the work described
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems

present

Chicago, IL

Help Desk Lead

Chicago, IL

Tillman, Gaylord and Trantow

present

Chicago, IL

Help Desk Lead

present

Provide basic administrative support such as creating network and email accounts, editing permissions and performing file restorations
Identifies areas for service and support improvement and collaborates with Manager to implement changes
Provides remote Level I and II (basic and escalated) technical assistance and supports, and resolves problems related to the use of computer hardware and software for system end users
Maintains accurate and timely records in time tracking systems, ticket management systems, asset tracking systems, and weekly status and metrics report repositories
Documents current processes, procedures, and routing guidelines; and builds, maintains and contributes to a knowledgebase for financial and administrative systems
Perform any other duties deemed necessary by the Manager of International IT Operations and Help Desk
As time permits, or as directed by the Director of IT Operations and Infrastructure (or his reports) provide assistance to other groups within IT

Education Education

Bachelor’s Degree in Computer Science

Illinois State University

Bachelor’s Degree in Computer Science

Skills Skills

Ability to react quickly and professionally in stressful situations
Excellent verbal communication skills, able to interact professionally with diverse user groups
Ability to deliver customer service to users with various levels of computer knowledge
Ability to troubleshoot and resolve basic software and hardware problems
Excellent verbal and written communication and interpersonal skills; attention to detail and accuracy; along with time management and organizational skills
Excellent team work and strong desire to help your coworkers
Strong knowledge or familiarity with Active Directory group and account administration
Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming
Excellent attitude with a strong desire to learn
Ability to execute procedures and follow quality assurance processes.��

Create a Resume in Minutes

15 Help Desk resume templates

Read our complete resume writing guides

Help Desk Associate Resume Examples & Samples

Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions
Installs, configures and maintains personal computers, Windows networks, Apple workstations, file servers, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment
Maintains site licenses for department/organization
Plans and implements network security, including maintaining firewalls, configuring VPN, managing host security, file permissions, file system integrity, and adding and deleting users
Develops and conducts various training and instruction for system users on operating systems and other applications; assists users in maximizing use of networks and computing systems
Assists personnel of other departments as a computer resource
Knowledge of computer and/or network security systems, applications, procedures and technique
Ability to identify and resolve computer system malfunctions and operations problems
Normal, corrective vision range; ability to see color and to distinguish letters, numbers and symbols
Ability to reach with hands and arms
Occasionally lift and/or move up to 75 pounds
Degree in information technology or related field and 1-3 years of networking experience; or equivalent applicable work experience

Freelance CG & Remote Help Desk Assistant Resume Examples & Samples

Candidates should have a strong working knowledge of the Microsoft Windows operating system, directory structure, asset management, and navigation
Must have great verbal communication skills along with the patience and ability to explain technical concepts over the phone and talk someone through technical processes
Candidates will have solid problem solving abilities and be highly detail oriented
An enthusiastic knowledge of Sports is a must!
A course of study or degree in Communications, Broadcasting or Graphics is preferred
A working knowledge of WinZip and FTP Pro is desired
Candidates must be available for a variety of weekday, weeknights and weekend shifts

Help Desk Operator Resume Examples & Samples

Strong verbal and written communication skills, passion for customer service and resolving issues
Capable of learning both technical and procedural components of the Gap Inc. stores environment, must be able to react quickly to change
Must be willing to work none traditional hours including, early mornings, evenings, late nights and/or overnight shifts, must be punctual
2 or more years of Service Desk or equivalent job experience. Retail experience is a plus
Familiarity with ticket logging solutions and knowledge base queries a plus

Senior Tier, Help Desk Engineer Resume Examples & Samples

4+ years of experience working in IT role including Service Desk, Hardware deployment/configuration and Access Administration
SME knowledge of PC hardware and software with an emphasis on Microsoft
Excellent working knowledge of all components of IT infrastructure including desktops, servers, routers, and wireless devices (Blackberries)
Strong ability to interface and service VIP's with diplomacy and confidence
Familiarity with Service Desk Ticketing software
A+, MSCE and/or CCNE certification

Gti-help Desk Agent, Based Resume Examples & Samples

4 Learning skills
4 Ability to work independently as a self-starter, and within a team environment
4 Planning and organizing
4 Working knowledge of Microsoft products, including Outlook, Word, Excel, and PowerPoint
4 Information Technology Engineering or similar degree student
4 Working knowledge of fundamental operations of relevant software, hardware and other equipment
4 Knowledge of relevant call tracking applications
4 Knowledge and experience of customer service practices

Team Lead / Help Desk Resume Examples & Samples

Seven years or more of demonstrated experience in client hardware/software support in a network environment is required. Additionally, demonstrated experience managing projects and managing and/or mentoring people is required. Ideal candidate will have a passion for customer service, collaborating with peers and solving problems
A high school diploma or GED is required; a four-year college degree and/or Microsoft certification is preferred. Candidate must have thorough knowledge of client computing platforms and concepts, specifically: Windows, Mac OS, Active Directory, Microsoft Systems Center Configuration Manager, JAMF Casper Suite, WSUS, Windows Group Policy Objects and Windows & Mac Scripting
Detailed Job Description
Manage, mentor and develop help desk staff
Problem resolution requiring working with other teams and outside vendors to isolate problems and drive towards quick and complete resolutions
Document problem resolutions
Work with IT staff across the company, Internal Audit, executives and others
Maintain procedural and equipment documentation
Ability to describe and understand clients, client-based software solutions and network systems
Manage project tasks and see them through to completion while keeping upper management informed of progress
React to change productively, work with very minimal supervision, and handle other tasks as assigned
Off-hours work, 24 hour a day on-call duties, long hours required
Be able to effectively communicate with all individuals in the organization. Solid customer service skills
Be able to work effectively as part of a team in both leader and follower roles
Use scripting languages and other technologies to automate processes
Provide early warning of problems to management and expedient resolution of those problems
We are a drug free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, disability, education, political affiliation or veteran status

IT Help Desk Professional Resume Examples & Samples

First line of support for approximately 185 users (75% local)
Troubleshoot computer hardware, software, network or other technical problems
Cover 9-6 or 6:30-3:30 shift
Planning and organization
Ability to handle multiple tasks

Desktop Svcs Help Desk Rep Resume Examples & Samples

Identifies, investigates and researches user questions and problems as well as recognizing, researching, isolating and resolving information systems problems
Refers more complex problems to Level II analyst
Technical training and prior experience in computer troubleshooting and problem resolution
Proficient in current Windows operating system

Help Desk Associate Resume Examples & Samples

Assists in identifying trends in continuing hardware, software or systems problems
Refers user problems to EHD Management, senior analysts or other support groups within Information Technology as necessary when additional assistance is required for resolution
Associate degree in a technical or computer related field of study in a related field or equivalent work experience
2+ years of related work experience

Help Desk Associate Resume Examples & Samples

Installs, configures and maintains personal computers, Windows networks, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment
Maintain IT hardware inventory
Responsible for data backup using VEEAM backup software
Salesforce and /or SharePoint experience a plus
1-3 years' help desk experience
A+, MCP, MCSE certification preferred
Knowledge of Microsoft exchange server 2010
Experience with windows active directory network share permissions
Experience working with virtual environment and virtualized networking technologies

Virtual Desktop Infrastructure Help Desk Resume Examples & Samples

Must be an independent worker requiring a minimum of direct supervision to accomplish tasking
Use/Knowledge of the Remedy Ticketing system is a plus
Must have software installation and troubleshooting experience
Use/knowledge Microsoft Office Applications
Use/knowledge of Active Directory
Use/knowledge Network and Internet Applications and Protocols
Ability to handle fast paced high pressure environment required
Strong ethics and professionalism
Prior federal & government industry experience

Medicaid Provider Help Desk Resume Examples & Samples

High School Diploma or equivalent; may hold 2 year post-high school Degree; may hold Bachelor’s degree
Typically, 1-2 years of working experience in related fields
Must be able to work Monday – Friday, 8am-5pm
Must have Customer Service or Call Center experience
Ability to demonstrate good oral, written and telephone communication skills
Ability to build and maintain relationships with customers, peers and support partners
Prior office or clerical experience
Ability to access and retrieve information using a PC and basic understanding of Microsoft Office products
Ability to follow procedural guidelines
Ability to work on assignments with limited instructions from leadership

Help Desk Sca Resume Examples & Samples

3+ years of experience with Windows XP and 7, MS Office 2003/2010
Requires ITILv3 Foundations and HDI Customer Service Representative certifications
Must be able to pass NACI background check
Desired experience with Gmail, iPhone and Android mobile devices in a corporate environment

Tier Help Desk Resume Examples & Samples

A high school or equivalent diploma is required
One or more years of experience in a related position (help desk, IT support, technology-centric customer service) is required
This position will be an hourly employee
Hourly rate up to $15.38 an hour
An Associate or higher degree in technology support is preferred but not required and may be considered as a substitute for work experience

Psc Site Technician / IT Help Desk Resume Examples & Samples

Imaging/maintenance of ePEN workstations by adding them to NCSP domain, adding print functionality, and troubleshooting hardware issues
Imaging/maintenance of Admin workstations by adding them to NCSP domain, adding print functionality, troubleshooting hardware issues, installing software and configuring IP addresses
Administrative trouble reporting through Service Center 6.1 by opening and closing tickets
Assist PEDCS Workstation and network team as needed
Assist in ePS Scanning Operations (if applicable for site)
Design, setup, and teardown scoring areas, cubicles, conference rooms and computers
Prepare materials for scoring including, but not limited to, material tracking, hardware inventory, organization, and movement prior to and following scoring project
Maintain and control warehouse and work area in an orderly and safe manner in accordance with established procedures
Maintain shipping logs, handle receipt and shipment of materials and assets in and out of the center through established procedures
One-year certificate from college or technical school preferred or equivalent technical/computer experience in a business environment
Familiarity with Windows XP operating system and basic understanding of Network TCP/IP
Communication, organization, inventory control, teamwork, and customer service skills required
Ability to collect facility requirements from scoring directors and implement scoring floor design and pc set up for all projects
Ability to read, interpret and process documents and write routine reports
Must have pc knowledge and troubleshooting experience
Proven ability to work as a member of a team, working overtime and off shifts as required
Attention to detail and accuracy required
Must have ability to lift objects weighing over 50 lbs., stand for long periods of time, and push carts loaded with materials, which could weigh up to 650 lbs

Help Desk Associate Hours Per Week Resume Examples & Samples

**PART-TIME 20 Hours per week position with rotating schedule. MUST BE FLEXIBLE**** Working Monday to Friday from 2:00 p.m. to 6:00 p.m. College Students Welcome!!!!!!
Provide support for software applications including RetailNet POS, MS Outlook, VPN, and Open Office
Diagnose and resolve issues with network and system vendors or independently using remote access tools
Provide support for ongoing projects and hardware/software rollouts
Graduate of Technical Support/Help Desk related training or equivalent experience
Proficiency with Help Desk Software and Point of Sale Software
Networking experience including LAN and RF/Wireless system troubleshooting and installation
Component-level troubleshooting and system reimaging experience
Knowledge of account management and Active Directory

Tier Ii Help Desk Engineer Resume Examples & Samples

Adept at resolving technical issues
Able to follow documented processes
Microsoft Windows and Office, Active Directory, Outlook

Help Desk Internship Resume Examples & Samples

Answering incoming help desk calls and logging tickets into the approved ticketing system
Working with customers over the phone, through email, Instant Messaging and in person to identify solutions to technical problems
Applying standard Windows images to computers, installing software and deploying to end users
Other projects as defined by management

Help Desk Lead Resume Examples & Samples

Provides remote Level I and II (basic and escalated) technical assistance and supports, and resolves problems related to the use of computer hardware and software for system end users
Researches, resolves, responds to, and documents end user inquiries; and escalates or reassigns issues and problems as needed to appropriate resource for resolution
Troubleshoots operating system and LAN/WAN issues
Provides remote support for phone, VOIP/voicemail, and PDA devices
Sets up new Active Directory, email, network, and subscription accounts according to the Technology Services policies
Sets up FTP/secure portal environments and data transfers between office locations
Creates and manages email distribution lists as needed
Oversees and coordinates the Help Desk provisioning/de-provisioning procedures
Documents current processes, procedures, and routing guidelines; and builds, maintains and contributes to a knowledgebase for financial and administrative systems
Participates in Support Center oriented projects
Assists Supervisor to ensure Support Center operations and coverage are successfully maintained
Coordinates of team priorities, projects, tasks, and escalations per Manager’s direction
Identifies areas for service and support improvement and collaborates with Manager to implement changes
Reviews ticket metrics reports and Support Center internal processes and procedures including delivering
Extensively documents all communication and work in the help desk ticketing systems
Oversees and coordinates all other Service Requests within responsibility of Service Desk team
Acts as point of contact for escalated issues or urgent requests
Mentors other team members
Associate’s degree or equivalent required, Bachelor’s degree preferred
Minimum of 3 years of experience providing support in a technical support environment
Minimum 2 years of leadership experience providing mentoring to technical team members
Experience leading multi-tier IT support teams
Experience using automated helpdesk ticketing systems
Experience administering Help Desk ticketing system preferred
Metrics and reporting experience
Experience troubleshooting Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers)
Able to convey technical issues and material to non-technical people
Ability to work in a team oriented/collaborative environment
Ability to multitask and prioritize workload and adapt to new processes and procedures in a fast paced environment
Very detail-oriented and the ability to follow process
SharePoint experience – functional and technical support
Ability to travel for national project support

Help Desk Associate Resume Examples & Samples

Provide support for corporate and franchise stores’ network issues, installation, POS hardware, office equipment, and peripherals
Track all communication and work using an incident management system
Manage outstanding open incidents in order to meet service agreements
Maintain inventory and asset information
Perform other projects or duties as needed
1+ years general retail experience
Proficiency in DOS, UNIX/LINUX, PC computer hardware and peripherals, Windows XP, and Networking
POS systems and software experience a plus
Strong communication, multitasking, and customer service skills
Ability to work on call, nights, and weekends on a rotating schedule

Help Desk Representative Resume Examples & Samples

Responding to customer help requests by phone and email
Assessing needs of customers in a timely manner and providing solutions to technical problems
Proactively identifying problems and being able to assess when a situation should be escalated
Participating in team problem-solving
Creating and maintaining detailed ticket logs to document end user interactions
Assisting with product documentation updates
Occasional work on weekends as an on-call contact
Customer Service and Technical Experience
Quick learners
Dedication to customer service including responsiveness and timeliness in completing tasks; and problem solving skills, organizational skills, and the ability to exercise sound judgment
Attention to accuracy and detail
Ability to manage high volume incoming calls
Punctual and stays on-task

Senior Help Desk Supp Specialist Resume Examples & Samples

Accountable for clearing the GCCS Operations Support inbox, where the majority of the ad-hoc requests arrive
Support technology projects, including application testing pre and post deployment
Works closely with the Call Center Managers, effectively communicating the day's events, troubleshooting efforts, and ticket statuses
Minimum of 1 year in a call center environment
Familiarity with Microsoft Office and Excel is strongly recommended
Requires accuracy and attention to detail
Solid PC skills in a Windows environment

Direct Hire Help Desk Tech Resume Examples & Samples

Receive requests via telephone, voicemail, e-mail, or in-person from Firm employees and/or clients for computer technical assistance
Provide technical support for a variety of client/server applications including, but not limited to, MS Windows 7, MS Office 2010, Citrix/Xen, SCCM Remote Tool, iManage, InterAction, departmental applications
Provide general problem solving and assistance on diverse software applications, and computer hardware systems
Collect and log detailed information to categorize requests in order to determine method of resolution
Communicate status of problem resolution to users ensuring satisfactory outcome
Provide support for VOIP phones, copiers and scanners, printer and printing and other office equipment and technologies
High school diploma or equivalent and two or more years concentrated Help Desk experience preferably in a law firm environment; or equivalent combination of education and experience
Computer proficient with advanced experience and technical knowledge of Document Management (iManage, DocsOpen), Contact Management (InterAction, Outlook), and Word Processing (Microsoft Word, WordPerfect) Accounting/Payroll (CMS/ADP), Database (Access, SQL), Project Management, Presentation (PowerPoint), Spreadsheet (Excel), and Human Resources (PeopleSoft), as well as proficiency working with all Microsoft Office applications
A+ Certification desired
Ability to provide technical support and information to a diverse group of users having different levels of computer expertise including attorneys, support staff, and clients

Help Desk Representative Resume Examples & Samples

Efficient & accurate in documenting incidents/problems into the ticketing system within specified SLA's
Proficient with communication and documentation
Ability to develop working relationships with the Brooks Brothers Associates that this individual provides support to
One – Two years of Help Desk Experience preferred
Ability to multitask in a fast paced environment meeting Service Level Agreement Standards

Senior Analyst, Help Desk Resume Examples & Samples

Responds to the more complex problems escalated by the Help Desk staff pertaining to all application hardware and software products supported by the IT area
Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex client problems
Alerts clients and team members when a major problem is suspected
Performs recovery testing to confirm availability of systems where outages have occurred
Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction
Participates in the analysis of client identified issues or problems which may require changes to department procedures, standards or systems
Evaluates effectiveness of new utilities and tools
Assists in the training of less experienced staff

Enterprise Help Desk Lead Resume Examples & Samples

Answers incoming calls from information systems users as needed to assist Enterprise Help Desk (EHD) analysts with call volume and act as a resource. 40%
Ensures quality customer service is provided at all times and refers more complex user problems to appropriate second- or third-level support groups for follow-up and resolution. 20%
Monitors daily work flow during assigned shift and delegates tasks as necessary to ensure completion within established service level agreements. 20%
Provides continuous on-call support for critical user problems. 15%
Provides input to Enterprise Help Desk (EHD) supervisors and manager for improvements in departmental processes and procedures. 5%
Help desk or customer support environment supporting various hardware, software and personal computer tools 3 years
Lead or supervisory experience 2 years
Networks and operating systems 2 years
Utilizing problem management and knowledge base tools 2 years
Technical training 1 year
Strong attention to detail Core Competencies Customer Focus
Delivers legendary service that meets and exceeds all customers' expectations

Client Representative Help Desk, Escalation Resume Examples & Samples

In the Help Desk / Escalation role you will be a single point of contact (SPOC) between internal and external groups, managing incidents, service requests and communicating with customers and suppliers
Performs service & process audits and post mortems with recommendations for improvements
Responsible for loading/assigning customer provisioning orders to technicians based on critical dates
Manage tickets/orders until completion/closure; escalating to support manager when required
Coordinate customer approved Changes (Changed Management)
Workload queue & prioritization management
Actively prioritize problems with internal/external suppliers and service partners to ensure outage time is minimized
Coordinate the isolation of common failures and drive timely re-establishment across teams
Demonstrate Business Ethics and Corporate Values at all times
Ability to work under pressure and within tight timelines and new situations
Very strong time management skills with the ability to multi-task
Strong negotiation, conflict resolution and relationship building skills
Ability to work as a team and in partnership with different departments
Knowledge of Networking
Focus on quality and resolution, prioritizing the client experience
Bilingual writing and speaking (French/English)
Knowledge of internetworking LAN/MAN/WAN
Knowledge of IP products and services (IPVPN, MPLS)
Knowledge of Legacy- Broadband products and services (T1, ATM, OE, NGCE)
Knowledge of vendor product (Cisco, Juniper, Nortel and Alcatel)

Help Desk Engineer for Bloomberg Philanthropies Resume Examples & Samples

Diagnose and troubleshoot desktop problems
Diagnose and troubleshoot Windows 7/8/10 problems
Diagnose and troubleshoot MS Office 2010/2013 software problems
Consulting and instructing users on hardware and software questions/issues
Install, maintain, and upgrade equipment and its associated infrastructure
Runs diagnostic tests to isolate system problems and make recommendations for potential solutions
Experience with enterprise-wide rollouts of new operating systems and software
Responds to telephone calls, email, and dispatched requests for technical support
Install, configure, and maintain PC, peripherals (local and network printers, scanners), and other end-user equipment such as Blackberries, phones, cell phones, PDAs, iPhones, and iPads
Implement, configure, upgrade, patch, troubleshoot and resolve problems with supported services
Responsible for the monitoring and tuning system performance, maintaining service documentation, and performing security patching
Assist senior level staff members with advanced maintenance and troubleshooting activities
Support and participate in new projects as assigned; seek continuous service improvement
Provide documentation for service team, end user, and Tier I support
Perform moderate to complex system administration tasks across supported technology areas
Backup the Senior Desktop Engineer for imaging and deployments
Six (6) years of IT knowledge and demonstrated hands-on experience and/or training in desktop engineering and administration (Windows 7)
Experience packaging desktop applications for remote distribution using enterprise tool (i.e. SCCM, WSUS, LANRev, etc.)
Experience providing Tier 2/3 support to desktop support technicians
ITIL Ticket Management System; SysAid a plus
Mobile Device Management
Active Directory Management (ADM)
Public Key Infrastructure
Experience with Mac hardware
Scripting ability a plus
Antivirus client management (ESET and/or Symantic)
N+ Certification
Project+ Certification
Macintosh Integration Certification
ITIL foundations certification or ability to obtain certification within 3 months desired
Please note that this is a separate entity than Bloomberg LP. You will be working out of the Bloomberg Foundation office located at 25 E 78th Street (Madison Avenue)

Help Desk Level Resume Examples & Samples

Strong understanding of Microsoft Office Suite (excel, word, power point, visio, and access)
Strong troubleshooting and critical thinking skills
Basic knowledge of computer hardware (Windows XP, Vista, Windows 7)
Ability to communicate complex topics to Clients
Basic knowledge of troubleshooting various browser versions (IE, Chrome, Firefox, Safari)
Ability to demonstrate proficiency in Commercial Cards Online Tools (CitiManager, GCMS, CCMS, CCRS)
Experience working with Internet Explorer Safari, Google Chrome, and Firefox

Help Desk Resume Examples & Samples

Bachelor’s degree with 2 + years’ experience in an support position, or, equivalent education and experience
All aspects of Active Directory user administration - account creation, provisioning, file permissions, and account deactivation
Experience with the installation/configuration of desktop / laptop hardware and peripheral devices, with experience in using imaging and cloning software
Experience supporting Windows and Mac OS, and, Microsoft Office suite
Strong analytical, communication (verbal and written), and people skills
Ability to work independently as well as with a team
Experience with a ticketing / incident tracking system
Experience managing/troubleshooting mobile devices, such as iPhones, Android smart phones, and tablets
Experience maintaining Inventory of laptops, desktops, and mobile devices
MCP, CompTIA, A+ or equivalent certification
Experience with authoring user documentation (user guides, etc.) and, training

Client Representative Help Desk Escalation Resume Examples & Samples

As a key member of the Contract Management team, the incumbent will assist the contract manager in daily communications with various customers and with development of the group. In addition to drafting new contracts, the group regularly helps various departments and suppliers by providing both contractual clarification and reports
Establish standard and customized contracts
Obtain the appropriate approvals
Identify and make the necessary corrections to ensure the contracts are accessible in the system
Support and assist in the introduction of new contracts, contract addition(s)/amendment(s) and new practices and procedures relating to the Company's initiatives and orientation
Provide support on all questions regarding the Network Provisioning team's contracts
Provide training and coaching as needed
Analyze work operations to improve performance and results
Produce reports and provide information to other departments
Assist the health and safety manager with organizing technicians’ profiles on various platforms
Perform any other work associated with the accountabilities of the position in question
Some knowledge of Network Planning and Engineering functions
Strong team player who is able to work well with immediate and extended teams
Self-motivated and excellent analytical and problem-solving skills
Experienced and comfortable working with Bell SAP P50,
Knowledge of Contract Management
Fluent spoken and written in French and English
Effective communication and presentation skills; written and oral
Knowledge and experience with the P30 Portal, Net X and related Network Planning systems
Advanced computer skills: Microsoft Office suite (Excel, PowerPoint, Word, etc.)

Help Desk Representative Resume Examples & Samples

Ability to collaborate with level 1 and level ii on various projects and daily tasks
Ability to develop working relationships with the brooks brothers associates that this individual provides support to
Ability to work the hours of 2:00 Pm to 11:00 PM
Ability to work temporarily for 6 months

Analyst Risk Origins Help Desk Resume Examples & Samples

Respond to user inquiries regarding the application (e.g. navigation, “how to”, definition of drop-down values, mandatory fields, differences between RO and the current MSWord Credit Application, differences between RO and the current credit authorization system “CARDS”), instructions on where to find guidance)
Redirecting inquiries or issues to applicable Subject Matter Experts
Log queries using Service Now
Escalate issues through the proper channels (e.g. Operational Support and Technical Support) as applicable
Track status of query and issue resolution
Knowledge of risk management policies, procedures, tools, and audit disciplines
Experience in a helpdesk where a new software platform was implement is an asset

Senior Manager Risk Origins Help Desk Resume Examples & Samples

Risk Origins Help Desk team (three analysts and the Asia Pacific manager)
Manage the team that is tasked with responding to user inquiries regarding the administration system for approval and archiving of non-retail credit requests during transition from existing platforms and processes and on an ongoing basis after the transition period
Define and maintain Service Level Agreements for help desk support
Define and monitor help desk key performance indicators
Ensure, through formal training and on-going coaching, that help desk staff are equipped to respond to questions covering topics such as
“how to” of navigation within the tool
Policy and procedural requirements
Instructions on where to find guidance
Definition of drop-down values
Completion of mandatory fields
Transitioning from the current MSWord Credit Presentation and credit administration system to the new administration system
General trouble-shooting
Reporting and Liaison
Design, manage, and maintain help desk reporting, ensuring it is focused on information that will support strategic decision-making within Global Risk Management (GRM)
Analyze queries and issues to identify themes and trends that indicate process improvements, guidance changes, or policy amendments are required
Suggest potential solutions and, working with relevant units, design and implement required process improvements, guidance changes, or policy amendments
Service Now application
Manage the underlying call management application to ensure it provides relevant information on the level of understanding resident in the user community
Maintain the relevance of mandatory fields and recommend the addition or removal of fields as priorities change (including to reflect the stages of the launch of the new tool)
Ensure efficiency and effectiveness of the tool are maintained by working with Service Now developers on an ongoing basis to adapt the on-line user interface and call-management interface as volumes and priorities evolve
Knowledge of the Bank's existing risk management policies, procedures, tools, and audit disciplines, and the GRM website
A broad knowledge of the business conducted by the Bank and its units globally
Good communication and organizational skills are necessary
Must be able to operate effectively in a fast-paced environment with tight time frames
Must have computer skills and possess a knowledge of computer; programs(Word/Excel/Power Point) in order to effectively perform his/her daily duties
Must be able to work collaboratively with team members to ensure that the team’s objectives are met
This requires a high degree of flexibility as work may need to be re-prioritized based on business flows and client needs

Associate, Help Desk-nab Wealth Resume Examples & Samples

Providing 1st and 2nd level XPLAN support via phone, email, remote desktop and chat methods
Take ownership of in-bound queries and follow through to resolution, escalating when necessary whilst adhering to Service Level Agreements
Participate in ongoing resolution processes and educate stakeholders throughout
Collaborate with coaching teams to facilitate and deliver consistent and professional customer experiences

Help Desk Resume Examples & Samples

Provide support for all the firm's software and hardware including printers/peripherals
Answer all calls to Help Desk and log all phone requests into Trackit Help Desk system
Monitor Help Desk email account and Trackit ticketing system for new tickets, create new tickets when needed
Attempt resolution of all tickets, perform basic troubleshooting including computer hardware, software, printers, phones, peripherals, and escalate tickets you are unable to handle to appropriate person
Provision, troubleshoot, delete and wipe all firm connected PDAs including Blackberry, iPhone and Windows smart phones when necessary
At least five years of help desk experience in a law firm
Excellent service skills – this will be 75% phone, 25% deskside support
Great organization and management skills

IT Help Desk Representative Resume Examples & Samples

3+ years of experience in help desk or technical support roles
Network/Desktop troubleshooting experience with: Re-Imaging Desktops, Windows XP/7 Operating Systems, Windows 2000/2003/2008 Server operating system
Service-oriented
Comfortable working in a fast-paced environment

Help Desk Associate Resume Examples & Samples

Operates an 800 dial-in service at a workstation equipped with a Problem/Change Management terminal
Calmly talks callers through a scripted question plan in an effort to accurately diagnose the problem being reported
Monitor, track, communicate, and ultimately resolve all issues
Escalates outstanding problems to the appropriate IT resource for resolution
Provides additional assistance or information to the IT Technical resource working on the escalated problem
Keeps the Manager of Retail Support Desk aware of unusual Chronic or critical problems
Provide rotating after hours, weekend, and holiday support
Work shift would be either 1:30pm-10pm or 4:30pm-1am
High School graduate, college degree desirable
Technical understanding and working knowledge of Microsoft Windows, Microsoft Outlook and Office 2007 Software
Working knowledge of PC hardware and retail experience at the store level
Strong written, verbal, interpersonal and communication skills
Must be detail-oriented and a team player
Must be willing and available to work off hours and holidays during which company business is conducted

Supv Enterprise Help Desk, Global Technology Resume Examples & Samples

Leads incident management tracking, trending and adherence to established service level agreements. Monitors daily work flow, including staffing, delegation and reporting on identified metrics
Monitors incoming and outgoing telephone calls, documents user problems, and maintains service level agreements with user business units/departments
Recommends training and provides feedback and coaching to partners
Lead or supervisory experience (4 years)
Use of incident management, problem management and knowledge base tools (4 years)
Networks and operating systems (2 years)
Technical training

End User Services Help Desk Resume Examples & Samples

Coverage for two sites (New York City and Totowa, NJ) – candidate must have the ability to work from either site as required. Typically 4 days in NYC; 1 day in NJ per week
Resolve incidents during end user call via both verbal and remote desktop interaction
Dispatch Desk Side support if the incident cannot be resolved during the Help Desk call
Provide a presence on the trading floor to enhance the response and resolution time of incidents
Responsible for Market Data systems and administration
Provide video conferencing support
Provide on/off site support for multi-media presentations
Have a strong technical background with solid history of delivering outstanding customer service. With a genuine commitment to quality and customer satisfaction
Capable in being a liaison with strong communication skills proven by effective interaction with management, users, team members and vendors
Strong skillset is required in Microsoft Windows platform (Windows 7, Office 2010), Blackberry Enterprise, basic networking concepts and mobile devices
Strong background in troubleshooting both simple and complex problems, critical thinking skills

Help Desk Engineer Resume Examples & Samples

Troubleshoot and resolve technical issues related to desktop laptops, printers, mobile, Exchange, MAC OSX, PCs, general software/hardware installation and a variety of in-house applications on a ticketing system
Provide L1 and L2 technical support and ensure ticketing/tracking support systems are up to date
Responds to telephone calls, email and personnel requests for technical support within required service level time frame
Provides club opening and field based IT support for a high volume roll out plan
Identifies, researches, documents, and resolves technical problems based on the predetermined process and guidelines
Ensures processes and standards to maintain Equinox IT systems are followed for club openings
Assist with various projects assigned to the Help Desk team
Bachelor’s degree in Computer Science, Technology Systems Engineering or a related field preferred
Help Desk/Service Desk experience in IT support, with a broad background in a variety of roles such as a help desk engineer & technician
Ability to provide on-call rotational coverage as required
Strong support experience with industry-standard IT best-practices, concepts and procedures for end user clients
Strong communication skills with the ability to work with end users on a continual basis
Demonstrated expertise in IT support in retail or field-based environments a plus
Experience in the Retail, Hospitality, or Consumer goods industries a big plus

Client Representative Help Desk Escalation Resume Examples & Samples

Treat unusual and complex situations
Elaborate documents following the analysis of repetitive situations
Conduct quality audits as per set standards
Knowledge of Telecommunication Facilities
Ability to interpret Legal Documentation and Agreements
Ability to interpret survey plans
Strong inter-personal skills
Ability to communicate effectively with internal/external clients
Team player with a strong desire to learn and contribute to team success
Ability to deal with ambiguity
Ability to guide and coach internal/external clients
Ability to demonstrate empathy
3 year College Diploma or University Degree in Business/Real Estate or equivalent Real Estate work experience will be considered
Familiar with Real Estate terminology
Familiar with Terranet and Land Registry Office procedures

Enterprise Help Desk Lead Resume Examples & Samples

Ensures quality customer service is provided at all times and refers more complex user problems to appropriate second- or third-level support groups for follow-up and resolution
Monitors daily work flow of the Service Desk team during assigned shift and delegates tasks as necessary to ensure completion within established service level agreements
Provides continuous on-call support for critical user problems
Provides input to Enterprise Help Desk (EHD) supervisors and manager for improvements in departmental processes and procedures
Provides regularly scheduled on-site supervision at the Service Desk during periods when a Supervisor or Manager is unavailable
Help desk or customer support environment supporting various hardware, software and personal computer tools 2 years
Lead or supervisory experience 1 year
Utilizing problem management and knowledge base tools 1 year

Client Representative Help Desk, Escalation Resume Examples & Samples

Extract data from numerous sources to create, update and produce reports for short and long term business requirements
Expert knowledge of MS-Office tools (Word, Excel, Outlook and PowerPoint)
Discrete, detail oriented and flexible
Ability to manage multiple activities at a high level and dive into details when challenges arise
Ability to prioritize workload and time accordingly to balance multiple requests and projects
Willingness to manage own time, working extended hours when necessary to meet deliverable
Bilingualism an asset (English and French)

Help Desk Representative Resume Examples & Samples

Provide first line of support to Customer Care Representatives for problem resolution , along with assisting in troubleshooting and resolving customer service inquiries quickly and accurately
Serve as a point of escalation for calls requiring a high degree of expertise
Triage inbound inquiries to appropriate departments for resolution
Develop and maintain knowledge of current functions of the Contact Center including, processes and procedures
Works to build and promote a team-based environment which delivers best-in-class service to our customers through phone, email, and chat contacts
Aid in driving one-call resolution to internal and external customers
Takes ownership of issues until the issue is resolved. Continues to follow up with the customer/agent providing them with updates as needed. If applicable, follow up with internal escalation
Work effectively as part of a team to achieve individual, team and departmental objectives, including sharing knowledge and skills as appropriate
Document cause, actions taken, and resources required to resolve customer issues
Work closely with assigned supervisor to communicate any concerns/successes within his/her team
Complete assigned projects accurately and in a timely manner
Participate in team projects and meetings
Other duties as required by our growing business needs
Preferred1 year experience in a call center environment
Proven ability to diffuse situations, utilize effective customer service skills, and bring the customer issue to closure while maintaining the highest level of service
Ability to effectively communicate with multiple levels of management within the organization
Strong organizational and time management skills; able to manage priorities and workflow
Enjoys fast paced work environment and possesses a sense of urgency in performing tasks
Must be able to maintain a very high level of confidentiality and professionalism in working with both new and existing staff
Must have a passion to serve members and agents, to thrive in a high-intensity and high-volume environment, and to achieve the highest possible level of customer experience and satisfaction
Basic knowledge of CRM, Incident ticket, and phone systems
Experience using Internet, Network, and VPN
Must be approachable, friendly, and easy to work with
Remains calm and professional at all times
Basic MS Office (Excel, Word, PowerPoint) skills
Use of good judgment that aligns with department’s vision and goals

Help Desk Engineer Resume Examples & Samples

1+ year of experience in a Help Desk and/or Desktop Support role
Previous experience with Workstation and Laptop hardware
Working knowledge of Printers and Multi-Function Copiers
Experience with Mobile device hardware
Experience working for a large Law firm

Help Desk Techician Resume Examples & Samples

Manage network security tools, e.g., firewall, anti-virus and intrusion detection systems
Monitor network performance and optimize the network for optimal speed and availability
Outgoing and enthusiastic personality
Professional business demeanor

Associate Help Desk / Escalation Resume Examples & Samples

Prepare business documents, communications and presentations for executives and the management team with clear key messaging
Identify process and tool improvements through knowledge of business and resolution of complex situations
Drive and be part of process improvements, be flexible in thought process to find solution, guide and coach others to contribute to outcome
Expert knowledge and experience with MS-Office tools (Word, Excel, Outlook and PowerPoint)
Positive attitude, dynamic, professional

Junior Help Desk Resume Examples & Samples

Assists with the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware)
Assists with provisioning and deprovisioning processing, including setting up of hardware/software for new hires, and receiving hardware from separating employees
Assists with (or coordinates) the repair of end user hardware and the reinstallation of software as necessary to resolve end user incidents
Resolves incidents associated with firm-standard end user software and hardware, including mobile/hand-held technologies Identify sources and trends of technical problems to prevent future occurrences
Under minimal supervision, provides after-hours service for escalated issues from the Service Desk or supervisor
Performs asset management activities (procurement, receipt, inventory, tracking, distribution, etc) in accordance with firm policy and IT Service process
Assists with off-site support for firm sponsored functions/meetings
Performs asset management responsibilities as assigned by supervisor
Assists with IT tasks related to office moves, buildouts and relocations
Operates as “remote hands” for other IT functions, such as Telecommunications and Hosting
Maintains a thorough understanding of IT Services’ organization and service offerings in order to identify how best to address end user technology needs and incidents
Understands the Firm’s business and organization sufficiently to anticipate and resolve end user technology issues that affect productivity of Firm personnel

Help Desk Team Lead Resume Examples & Samples

At least 1 year of help desk agent work
At least 1 year knowledge/use of telephony systems. At least 1 year knowledge/use of Service Desk ticketing solutions
Technical Writing ability required
Experience with PeopleSoft HCM 9.1 or above

Help Desk Service Coordinator Resume Examples & Samples

VoiP system
Telephony routing and building
Computing systems
Cloud based technology
MPLS systems
Telecom building, routing, troubleshooting
Excellent Professional Communication skills

Hunt & Fish Help Desk Resume Examples & Samples

Enthusiastic with a willingness to learn, courteous, dependable, and possess excellent communication skills
Customer Service and computer experience required
Available to be scheduled up to 30 hours/week, 7 day of the week (including evening, weekends, and holidays)

Help Desk Associate Analyst Resume Examples & Samples

Ticketing System
Windows 7 & 10
Slack
Office 365 Administration

Help Desk Associate Resume Examples & Samples

4+ years of related IT experience with a High School Diploma or: 1+ year of experience with a Bachelor's Degree in Computer Science or Information Systems
Previous experience in a Help Desk environment
Knowledge and experience working with Microsoft desktop/laptop systems, Windows 7, Windows 8, Windows 10 and Microsoft Office Suite 2010 or higher
Excellent experience in support and troubleshooting in a Help Desk Support environment
Experience with first and second level support

Help Desk Associate Resume Examples & Samples

Bachelor’s Degree related to Computer Science or Information Systems with a minimum of
1+ year of work experience in related field
Excellent experience in support and troubleshooting in a Help Desk Support environment. In addition a
Strong analytical, verbal and written communication skills required for customer interaction, problem description and problem solving
Ability to handle multiple assignments with changing priorities while still meeting deadlines
Ability to learn new technologies as required for the job using documentation and other available resource

Global Help Desk Agent Resume Examples & Samples

Previous help desk / customer support experience,
Basic understanding of XML and HTML
Ability to read through log files,
Good knowledge of Microsoft Office Suite (Word, Excel),
Good written and verbal communication skills in fluent English A Plus
Experience with Hotel Property Management Systems
Travel Related online booking experience with related sites such as Booking.com, Expedia , Orbitz etc
On-site hotel experience
Understanding of website tracking,
Knowledge of Internet applications,
Knowledge of the hotel IT-environment

Help Desk Representative Resume Examples & Samples

Document, track and monitor of all issues in ticketing system and documenting updates to tickets of progress and resolution in a timely manner
Clearly and accurately escalates problems to technical services and development as needed providing analytical information to expedite resolution
Maintains hardware and software equipment in Corporate Office including inventory management
Availablility 1 weekend day/weekend (i.e. Saturday or Sunday)
Associate’s degree and 2 years experience in related support area
Good/Strong knowledge of Windows and Microsoft office
Demonstrate strong interest in advancing technical skills
5-6 Performance Competencies
Execution
Fostering Collaboration and Building Relationships
Job Skills and Technical Knowledge
Proactivity and Drive

Tier, Help Desk Engineer Resume Examples & Samples

3+ years of related working experience
Ability to work and prioritize well in a fast-paced, dynamic atmosphere
Proficient Microsoft Windows and Office, Active Directory, Outlook, etc

Systems Admin, Help Desk Resume Examples & Samples

Maintaining the stability, functionality and performance of the Studio's desktop computer environment
Desktop security, including anti-virus updates
Image management and installation testing and configuration
Data and configuration backup and restore
Level 1 troubleshooting for desktop and production applications
Patching network connections and digital telephones (from network switch to desktop)
Configuring and troubleshooting user accounts and home directories for Linux, Mac and Windows
Training users in the proper use of applications and peripherals
Thorough record keeping and documentation as required

Help Desk Lead Resume Examples & Samples

Provides technical assistance and support to junior and senior members of the helpdesk teams that includes; service request, help desk I, and help desk II
Manages problems related to multiple incidents and collaborates with teams within IT until resolved
Documents, tracks, and monitors problems to ensure resolution in a timely manner
Responsible for team communications oversight
Work collaboratively and cooperatively with end users, Team Members and Management
Provide oversight for company- wide provisioning/de-provisioning processing
Collaborate with senior members to develop an ongoing approach to continual improvements for current processes and procedures
Collaborate with teams to develop and improve current processes, procedures, and routing guidelines
Conduct team meetings as needed to ensure the whole team is communicating during high user impacting situations
Ensure after hours support to end users is handled appropriately
Act as a career advisor for junior members and provide mentoring and coaching to all team members
Provide support for all department objectives and projects and manages small projects within the team
Ensure Support Center operations and coverage are successfully maintained
Coordinates team priorities, projects, tasks, and escalations per Manager’s direction
Responsible for ensuring the team meets key performance indicator targets
Provide oversight and adherence to Security Audits for the Help Desk team
Participate in assignments, projects and tasks relevant to team work product
Oversees and coordinates all other Service Requests within responsibility of Service Request team
Acts as point of contact for escalated issues or urgent requests from senior members
Associate’s degree or equivalent work experience required, Bachelor’s degree preferred
Present a professional appearance and exhibit excellent interpersonal, written, and verbal communication with internal and external clients
Ability to demonstrate core competencies of communication, leadership, ability to drive change and problem analysis
Proven pattern of success or achievements in a fast paced business environment
Experience using and administering Help Desk ticketing system
Ability to build rapport with and elicit problem details from help desk customers
Clear understanding of all client expectations and ability to execute at the highest level

Help Desk Representative, Weekday Night Shift Resume Examples & Samples

Support installation of equipment in corporate and store locations including New Hire setup, Video Conference coordination, and in store office equipment
Complies with the Brooks Brothers Project Life Cycle and PCI/Security Standards
Availablility weeknights- Monday-Friday 5pm-10pm (25 hours)
Strong customer service and phone personality

Help Desk Representative, Weekend Day Shift Resume Examples & Samples

Write basic batch files and create “user friendly” technical documentation and formulate processes
Availablility to work Weekend Day shifts- Saturday 12pm-8pm and Sunday 12pm-7pm (15 hours)
Availablility the 1st month during day shifts Monday-Friday 9am-5pm for orientation and training
Ability to troubleshoot in store system hardware/software including in store printer, cash drawer and scanners

Help Desk Professional Resume Examples & Samples

First line of support for approximately 190 users (60% local)
Provide exceptional customer service via telephone, email, and in person
Learn fundamental operations of commonly used software, hardware and other equipment
Find answers to all questions addressed to them
New computer installation, imaging, and maintenance of existing computers
Follow infrastructure policies and procedures
Other projects as assigned by management
Cover 8:00am to 5:00pm shift
Cover 24/7 on-call on monthly rotation (approximately every 4 months)
Strong problem solving and research skills
In depth knowledge of Microsoft Windows / Office

Systems Admin, Help Desk Resume Examples & Samples

2 + years IT experience at a college help desk or for a small business
Apple iMac, Mac mini, MacPro, MacBook and MacBook Pro
HP zSeries workstations
HP and Xerox printers, scanners, faxes
Operating system installation and configuration
Apple OS X
Windows 7; Windows server experience is a plus
Process oriented, but flexible around business needs

Junior Epmp Help Desk Resume Examples & Samples

TSA clearance highly desired in order to expedite on-boarding
BA/BS Degree from an accredited college or university in a related field
U.S. citizenship may be required
Ability to work in the United States indefinitely required

Technical Help Desk Lead Resume Examples & Samples

Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers
Train, coach and mentor Service Desk Specialists (Level 1 / 2/ 3) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers
Provide data and reporting of KPI’s and trends to IT department and other stakeholders in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone and ticket tracking queues (participating in escalated calls as needed)
Create and maintain Standard Operation Procedures (SOP) repository and ensure these job aids are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience
Participate in Release Planning activities in order to proactively identify, manage and schedule help desk staff training needs and SOP development

Help Desk Associate Resume Examples & Samples

Provide technical assistance and support over the phone for incoming queries and issues related to Point-of-Sale related computer systems, software, and hardware
Keep records of all conversations in a call center database in a detailed manner
Troubleshoot basic network topologies and wireless infrastructures
Escalate outstanding problems to the appropriate IT resource for resolution
Maintain frequent communication with Supervisors to ensure they are aware of any unusual chronic or critical problems
Diagnose and perform minor repairs to Point-of-Sale equipment
Stage and configure software for register and backoffice PC’s
Produce daily & monthly reports for sales polling, inventory, traffic counter, and other Help Desk related issues
Must be willing and available to work off-hours and holidays during which company business is conducted
Fluent in English and Spanish preferred
Knowledge of PC and networking hardware
Customer service and retail store experience preferred
Technical understanding and working knowledge of Windows operation systems and MS Office
Candidate must detail-oriented and possess strong written, verbal, inter-personal and communication skills
The ability to multi-task and perform in a team environment is a must
Knowledge of MS Outlook, DameWare, Xcellenet, and SAP-based POS platforms is a plus

Remote Project Based Application Help Desk Representative Resume Examples & Samples

Ability to connect with students on calls
Openness to feedback
Ability to actively listen for long periods of time
Ability to establish rapport and overcome potential objections
Meeting daily and weekly call/email goals
Having a full understanding of the University of California application as well as the UC Admissions Website and utilizing those while assisting students
2016 PeakSeasonal Hours
Peak Season hours – 8-10pm (Nov 2- Nov 30)
Minimum of 1 year or more customer service experience
Knowledge of the Microsoft Office Suite (especially Outlook) and the internet
Ability to pass assessment testing
H.S Diploma or GED
Be at least 18 years of age
Must pass a criminal background check and drug screen
The available for a shift during the hours of operation are between 6:00am to 8:00pm including Saturday
For this remote position you must be able to meet remote requirements. Can you meet these requirements?

Help Desk Team Lead Resume Examples & Samples

Minimum of two (2) years’ experience in a Help Desk or Call Center environment
Ability to effectively lead a team, including professional development of employees
Experience developing process and procedures for end-user instructional use
2 Years’ experience creating, documenting, and analyzing call tracking systems and large-scale call center reports
Logical reasoning and ability to solve problems
Good typing skills and excellent verbal, written and communication skills
Quick learner with exceptional customer service skills
Experience with PeopleSoft, TrackIT or HEAT help desk software preferred
Experience with ACD phone systems, preferably Avaya or Genesis. Advanced skills in Microsoft Office 2000, 2003, XP, 2007, Excel, Access, Crystal Reports, and MS Exchange
2 years’ experience in providing technical support to end users in a Technology environment
Experience with system administration, printer configuration, (PC) computer and email configuration/setup
Some experience working with web page (HTML) preferred

Finpro Help Desk Consultant Resume Examples & Samples

Experience with PeopleSoft, Cognos, Concur and/or SciQuest (CU Marketplace)
Experience with Cherwell or other incident management tool
Experience in adult education, training techniques, and approaches
Experience in a customer service role (e.g. inbound help desk/call center)

Help Desk Group Manager Resume Examples & Samples

Manages the day-to-day operation and help desk staff of multiple groups. Develops and schedules appropriate level of support
Provides management guidance by directing, motivating, and developing staff
Champions the maximization of individual contribution, professional growth, and the ability to function effectively within a team
ITIL Service Management Foundation certification
At least 10 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers
At least 6 years experience with management approaches, tools, and techniques for gaining the cooperation and support of others
At least 6 years experience with providing effective and efficient real-time support for a variety of desk-top and IT Operations technology users
IT incident management
Training process management
Technical troubleshooting
IT service level agreements
IT Monitoring and Automation Technologies

Help Desk Coord Assoc Resume Examples & Samples

Develop troubleshooting skills and learn to use available diagnostic tools and resources. Able to demonstrate basic understanding of different types of information when presenting to the next stage of escalation, severity levels, and escalation procedures to adequately process incoming calls
Requires basic understanding and some knowledge of PC/LAN and network or ATM technologies. Requires basic knowledge of all of the Bank's Data Processing equipment/infrastructure
Position also requires good communication skills, excellent customer service, judgment and ability to work effectively with clients and other technical staff
ATM network preferred experience includes basic working knowledge or comparable experience level in Gasper Software, Base 24 prod/DCT/Tlf, MS windows, MS office, Lotus Notes
The ability to navigate through a PC and be proficient in typing
Ability to work the morning shift 8:00am to 5:00pm Monday through Friday and on occasion cover vacation time off from other shifts (9:30am-6:30pm and 10:30am to 7:30pm)

Analyst IT Help Desk Resume Examples & Samples

1+ years experience working with mortgage software programs preferred, with experience in Encompass mortgage software preferred
Must demonstrate a strong dedication to quality customer service
Must demonstrate excellent communication skills (verbal and written) with the ability to communicate effectively via documentation, telephone and e-mail with customers, peers, management and vendors
Must demonstrate problem solving skills and strong decision making skills
Must have excellent time management skills and the ability to organize work in an efficient manner
Ability to work well under time constraints/deadlines is required
Must have a proven ability to work in a team oriented environment
Excellent Customer Service Skills required
Willingness and ability to learn additional technical skills as required
Must be proficient with Windows NT or XP and Microsoft Suite Applications

Help Desk Admin Resume Examples & Samples

5 – 3 years of experience working in a helpdesk role. Experience working off a helpdesk ticketing system and ACD phone environment
Experience with working in a global team (experience with working with Australia, China, Japan and Korea are a plus but not required)
Excellent communication skills and ability to work with all levels of employees
A proven track record for ensuring user needs is met in a timely fashion
Hardware knowledge and the ability to troubleshoot Lenovo laptops, Macs, printers, scanners, basic networking and servers
Excellent troubleshooting skills with an intermediate to advanced level of knowledge in Windows 7, Mac OS(Mavericks & below), Ubuntu, MS Office Suite 2010/2016, Exchange Messaging, iOS, Android, VPN, wireless, Antivirus, Spyware, and file and print services
Experience with using remote support technologies like Webex, Bomgar, etc
Conceptual understanding of TCP/IP, OSI model, cluster technologies, RAID, SAN, 802.1x,WiFi, Avaya phone system
Experience with shipping and management of IT assets in the Asia Pacific Region
Candidates must be customer service oriented
Possess strong interpersonal and communication skills (verbal and written)
Process-oriented and be able to follow existing procedures and provide feedback for process refinement
Demonstrate enthusiasm and a positive attitude toward challenges and customers
Well organized and motivated individual who delivers assigned tasks on time while effectively multi-tasking under minimal supervision in an engaging environment

Help Desk Associate Resume Examples & Samples

Administers end-userworkstations and supports end-user activities remotely on a primarily Microsoft Windows-based local area network (LAN)
Investigates userproblems and identifies their source; determines possible solutions; tests and implements solutions
Installs, configures andmaintains personal computers, Windows networks, Apple workstations, file servers,
Network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment
Performs and/oroversees software and application installation and upgrades
Troubleshootsnetworks, systems and applications to identify and correct malfunctions and other operational difficulties
Develops and conducts various training and instruction forsystem users on operating systems and other applications; assists users in maximizing use of networks and computing systems
Maintains confidentialitywith regard to the information being processed, stored or accessed by the end-users on the network
Degree in information technology or related field and 6-12 months of Help Desk experience or equivalent
Ability to multitask and work within deadlines
Basic knowledge of Active Directory, anti-virus applications, and Local Area Networks
Abilityto communicate technical information to non-technical individuals
Abilityto install, configure and maintain personal computers, networks and related hardware and software
Knowledgeof computer and/or network security systems, applications, procedures and techniques
Abilityto identify and resolve computer system malfunctions and operations problems
Skillin organizing resources and establishing priorities
Excellentverbal and written communication skills
Abilityto learn and support new systems and applications
Goal oriented, excellent organization and time managementskills

Pacer Help Desk Resume Examples & Samples

Verbal and written communication skills
Serve as first-line PACER user support
Analyze, isolate, and resolve technical CM/ECF issues for attorneys filing new documents
Analyze and resolve application issues for CM/ECF attorneys and PACER users with browser and Adobe settings to allow use of the CM/ECF and PACER application
Analyze and resolve proper processing of registrations placed in “hold” status
Keep senior staff informed of potential application problems
Provide general information to customers regarding PACER services available, telephone numbers, and individual account balances
Provide routine account support by using prescribed procedures to add new accounts, add new courts to existing accounts, make address changes, and name changes
May participate in decisions relating to how new methods and procedures can be applied to better serve the needs of the client
Perform related work as assigned.

Help Desk Lead, Fort Meade Resume Examples & Samples

Will work with DISA customer to ensure the weekly and monthly reports provide the value desired consistently
Provide Tiers I&II support to onsite and telework DoDCAF employees
Support will include initial support and classification of all incidents or requests including ticket creation, management, escalation, and follow-up and technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Help Desk Lead will take a holistic approach to managing the DoDCAF’s Help Desk services
Ensure Cisco Call Manager training for all HD personnel, ensuring that each administrator knows how to login & logout of the system every day
Ensure that all HD personnel are properly trained on the operation & management of VMWare Horizon View, ensuring that all administrators can support remote customers
Provide a documented and proven process for Tier 3/4 escalation support will significantly reduce customer wait times and dropped calls. Help Desk Lead will ensure that all tickets are captured within the DoDCAF’s SharePoint ticketing system and are tracked until resolution. Administrative Support for the DoDCAF. The administrator will also provide support as WHS Trusted Agent for support of SIPR Tokens
Help Desk Lead will provide weekly and monthly status reports to DoDCAF Leadership
3+ years’ experience
Active Security + or higher, IAT Level 1 certification
Microsoft Certified Solutions Associate (MCSA)
Windows 7 Certified
Windows 10 Certified (to be obtained by 10/1/2016)
Active directory, vSphere, VMware, Horizon View, Microsoft

IT Help Desk Team Lead Resume Examples & Samples

The Team Leadership responsibilities include inspiring others, setting goals, holding people accountable, providing the escalation point for the team and the end-users of internal desktop applications, telephones, handheld email devices, printers and computer hardware
Manage priorities and workloads for the team as well as frequently representing the IT Operations Manager in broader internal forums
Carry out regular one to one meetings with the team, focusing on goal setting, performance and areas for improvement
A significant amount of time will also be spent supporting end user – diagnosing complex technical issues
Organize and prioritize workflow and meet established time frames
Maintain an up-to-date knowledge of procedures, products and activities for the team

Technician, Help Desk Resume Examples & Samples

Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions
Travel - 75%
Recommends systems modifications to reduce user problems
Creates knowledge base articles for use by IT professionals and customer base

Technician, Help Desk Resume Examples & Samples

Responds to and diagnoses problems through using established procedures ensuring all actions taken are documented in the assigned ticket Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up step Provides support to end users on a variety of issues
Resolves all tickets assigned and works them IAW the Agency's ticket handling process Documents, tracks, and monitors the problem to ensure a timely resolution
Provides second-tier support to end users for all approved applications on the Agency's desktop Interact with network services, datacenter or business applications groups to restore service and/or identify and correct core problem
Recommends systems modifications to reduce user problems Creates knowledge base articles for use by IT professionals and customer base

Technician, Help Desk Resume Examples & Samples

Screens; refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems
Installs; configures; and upgrades computer hardware and software
Applies diagnostic techniques to identify problems; investigate causes; and recommend solutions
Assists technical specialists; scientists; engineers; or more senior technicians by performing routine to moderately complex technical tasks such as set-up; assembly; and installation of components or equipment
Conducts testing and troubleshooting and makes repairs as directed
Gathers and maintains technical data such as test results; drawings; written notes; etc.; and prepares reports as requested

Help Desk Engineer Resume Examples & Samples

Provide Technical Assistance (TA) reports for all support provided to DCGS-N FoS Help Desk Customers. Support program management integration, systems engineering, and testing to resolve system CASREP issues. This may include CONUS and OCONUS travel to both shore and ship sites to support urgent operational requirements
Support DCGS-N FoS assessments to include shore and afloat sites to conduct Deploying Group Systems Integration Testing (DGSIT), Command, Control, Communications, Computers and Combat Systems Readiness Assessments (C5RA), Combat Systems Readiness Assessment (CSRA), and Inspection and Survey (INSURV) inspections
4+ years of experience with mission operations and elicitation of analytic needs in the intelligence arena
Experience in concept definition for software information systems
Familiarity with both Windows and Unix operating systems administration in a heterogeneous environment is also needed to succeed in this assignment
Currently possess an active TS/SCI and must meet the requirements of DCID 6/4
Intelligence, Surveillance and Reconnaissance or Distributed Common Ground Station background

Help Desk Service Center Manager South Korea Resume Examples & Samples

BS degree in computer science, information technology, or another related field; or at least 24 semester hours in a combination of computer science or information technology, mathematics, probability, statistics, mathematical logic, science, operations, research, or subject-matter courses requiring substantial competence in college-level mathematics or statistics
Ten (10) years or more managing a multi-work center IT support staff, 2 years of which must have been in the private sector within the last 10 years, supporting commercial companies on non-Governmental contract
At least three (3) years of experience in managing, or working in, a customer-support Service Desk for an IT services contract
Cost analysis experience
Must possess one of the following at time of hire
Master’s degree
Top Secret/SCI security clearance
Experience with O&M contracts
Experience managing subcontracts / subcontractors
Experience with international programs
Experience supporting US Forces Korea (USFK) networks
Some Korean language proficiency

ITD Help Desk Student Govt Intern Resume Examples & Samples

Provide computer support, including setting up computers, printers and phones for Agency employees
Respond to customer hardware/software questions with the highest degree of customer service and professionalism
Monitor, track, escalate and communicate with IT Specialist, for IT open HelpDesk service tickets until issue resolution
Perform basic level troubleshooting and assistance via phone or using remote tools
Assist with various projects assigned to the HelpDesk team
Strong attention to detail in logging support calls, updating call details and managing call closure
Basic PC, networking and LAN technologies (PCs, servers, switches, routers, cabling, etc)
Experience with Microsoft Office suite
Utilizing excellent verbal and written communication skills to deliver quality customer service
Problem solving and analytical skills
Troubleshooting and diagnosing general network and PC issues
Professionally respond to and answer customer IT questions and issues
Maintain accurate documentation
Communicate effectively with Agency Staff and customers

Help Desk Professional Resume Examples & Samples

Troubleshooting hardware failures
Software issues
Password Resets
Successful candidates must possess excellent customer services skills including telephone, verbal and written skills
Beneficial skills include experience with public sector customer care, BMC Remedy ITSM software and Cisco Unified Contact Center IPT system
The successful candidate will be provided training on tasks, tools and procedures required

Help Desk Anst Prin Resume Examples & Samples

6-8 years working in a Service Desk environment
6-8 years’ experience of basic troubleshooting of Microsoft based products
Security + (or obtain within 6 months of hire)

Help Desk Leads Resume Examples & Samples

Ability to plan and coordinate scheduling activities involving support to systems, projects or tasks
Ability to analyze interdependencies between related projects and coordinate appropriate resources
Ability to develop process/procedural documentation for help desk operations
Ability to perform business and administrative activities such as budgeting, manpower and resource planning, and financial reporting
Ability to produce management plans, technical documents and presentation graphics
Ability to organize, maintain and use project libraries as related to help desk resources
Must be prepared for and be able to report to work and remain on site for extended periods of time during emergencies and drills
Previous work experience supervising help desk activities/teams

Help Desk Specialists Resume Examples & Samples

Ability to respond to and diagnose problems through discussion with users
Ability to ensure a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
Ability to supervise operation of help desk and serves as focal point for customer concerns
Willing to work shifts in support of 24x7 operations
Ability to obtain a Top Secret/SSBI Clearance, clearable to TS/SCI
Background in operations planning and management in a “real time” support environment
Understanding of OPSEC requirements for the USAF
CompTIA Security+ or other DoD 8570 certifications (A+, Network+ or Security+) as well as Computing Environment certification (CCNA, Win7, etc)

Help Desk Resume Examples & Samples

Provide phone coverage for 30-40 calls a day, but not limited to that number
Master PPG proprietary software
Assist other help desk team members in resolving hardware and software customer issues as needed
Respond to customer questions and, or, concerns regarding PPG or PPG vendor equipment policies
Update internal records in an efficient, effective and timely fashion
Build, and or, configure computers
Physically possess the ability to lift up to 40 pounds
Assist with special projects as assigned
Assist in other department related tasks as needed

Help Desk Bench Technician Resume Examples & Samples

Assemble, and or, configure computers
Update internal documentation records, logs and tracking information
Administer vendor claims against vendor warranties and manage to resolution for in-house customer computers and computers at customer field locations across the United States
Assist in and, or, restocking benches in coordination with Logistics Warehouse coordinator
Support Help Desk team in resolving hardware and software customer issues to include troubleshooting computer hardware and using BenchMark testing software
Become familiar with client's software
Participate in special projects and other tasks as assigned
An Associate’s Degree in Business or Computer Science; OR equivalent work experience
1-2 years’ experience using Microsoft Office Suite of products, especially Excel and Word, working with Operating System platforms (including Windows 7, XP and Vista)
Familiar with computers and basic computer terms
The technician must be able to understand and document a client's needs
Excellent ability to work with people, foster a team attitude and nurture customers
Strong analytical and logic abilities
Microsoft certifications and, or, A+ or Network + not required but a really strong plus
Solid organizational and administrative skills
Strong communicator both written and spoken
Make sound and timely recommendations and enthusiastic to share new ideas
Ability to work with moderate to no supervision
Ability to lift 40 pounds and stand 90% of the day
Steel toed shoes must be worn when engaged around the work-benches

Help Desk-technical Service Manager Resume Examples & Samples

Oversee the incidents and problem requests, manages and coordinates urgent and complicated support issues
Develop/implement/support agent quality assurance program with results reported
Act as escalation point for all requests and incidents, develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization and determine root cause of issues and communicate appropriately
Train, coach and mentor Service Desk Specialists (Level 1 / 2)
Build /obtain (from other departments) training material for support staff., schedule employees working times and provide backup support and interact with end users
Provide data and reporting of KPI’s and trends weekly, monthly and as needed
Drive Ticket Deep Dive and develop strategies for improvement
Monitor and manage phone queue (participating in escalated calls as needed)
Oversee Solutions repository and ensure top quality solutions are available to the staff
Develops Service and Business Level Agreements to set expectations and measure performance
Develops an effective and workable framework for managing and improving customer IT support in the organization

Help Desk Operations Manager Resume Examples & Samples

Bachelor’s degree required. (preferably Science, Business, Management or equivalent). Masters and any higher education is welcome
Minimum 8 years experience managing people of varying skill levels and work experience
Management of Customer Service, Inside Sales, and/or Training (preferred pharmaceutical industry, clinical trials, regulatory, or medical field experience)

Help Desk Anst Resume Examples & Samples

Plan, design, configure, and maintain various IT systems and applications
Work with internal and external organizations to support various customer user level requirements
Resolve elevated end user support requests. Follow up with customer to ensure issue has been resolved
Analyze business processes and develop system requirements
Configure user access and permissions
Monitor application status and work with vendors as needed for event resolution
Provide technical assistance, training and system documentation
Strong communication skills (oral and written)
Working knowledge of various hardware platforms and software applications
Clearance eligible

Help Desk Anst Resume Examples & Samples

Create and modify training documentation on various IT systems and applications
Design test plans for newly developed software
Work with internal and external organizations to support various customer user training requirements
Customer engagement to ensure training requirements has been met
Analyze business processes and develop training material as needed
Perform multi-level testing for developmental to production releases
Perform white box and black box testing as needed
Competent technical skills

Manager, USC Help Desk Operations Resume Examples & Samples

Ensure all support functions are performed and delivered effectively and consistently based on USC standards
5+ years of IT Management experience
Call Center/Help Desk Management experience
Experience leading projects and initiatives

IS Help Desk Resume Examples & Samples

Attending telephone support requests from worldwide Trimble employees
Gather customer’s information and determine the issue by elevating and analyzing symptoms
Following standard process and procedures
Fulfills ticket requests, completing the transaction, and forwarding the requests
To make sure that any faults associated with desktop computers are remedied in the shortest time possible with the least disruption for the user. This includes system hardware problems, operating system problems, supported application configurations and basic network connectivity issues
Ensure data integrity with regard to the fixed asset inventories related with I.T
Follow up and make scheduled call backs with user where necessary
Customer Service: demonstrate the ability to respond with a high degree of urgency to the needs & requests of others, internally and externally. Understand the impact of their work on others
Personable and able to deal with a wide range of customers with different skill levels in a positive and friendly manner (strong communication skills)
Actively listen to others and demonstrate understanding of other points of view
Willingness and ability to adjust to changing conditions or priorities
Take the initiative to identify and act on problems and lead by example. Consistently make decisions that resolve problems
Must have demonstrated track record of excellent customer service delivery
Must have the ability to work successfully with little supervision
Update knowledge by participating educational opportunities
Willing to work on shifts including a night shift
Position requires use of a Headset / Microphones
Proper phone etiquette
Must be able to solve problems by exploring alternatives and selecting the appropriate solution
Certification in windows / Mac / Linux is an added advantage
Demonstrated working knowledge of hardware and networking basics
Able to install, configure, troubleshoot and support Windows /Mac/ Linux clients
Knowledge on electronic equipment, and computer hardware and software, including applications and programming
High level of analytical thinking to solve problems with an understanding of technology as well as an ability to ask the right questions and apply solutions to business problems
Does well with minimal “hands on” training and can pick up new skills quickly and can “take the ball and run with it”
Ability to multi-task and can handle frequent interruptions
Can consistently follow protocol and instructions
Can work independently with little management direction
Actively looking for ways to help people

Help Desk Anst Resume Examples & Samples

Setup and administer user accounts within various systems
Learn various systems and applications and assist in the training of end users
Analyze and document processes and procedures within the service desk

Help Desk Resume Examples & Samples

Coordinate/attend meetings throughout onboarding cycle
Research application monitoring, validate existing monitoring configurations against standards, and remediate gaps
Identify L0 access requirements, submit access requests, and track provisioning status
Submit requests for new monitors (where applicable) and test/verify implementation
Create and monitor project plans as applications transition to steady state for L0 and CPS
Research and verify data quality of all related documents and repositories (Lifeline, BEA, IDIP, RightAnswers)
Involvement in developing and implementing service improvement opportunities
Developing/supporting ongoing reports within the SMART application
Utilize Microsoft tools such as Excel and MS Access to support analysis/research of data quality and process workflow improvements

Associate, Help Desk Resume Examples & Samples

Provide external support for firm and/or external clients
Provide client support for Discovery Radar, Relativity, Clearwell, Global Evidence Tracking System (GETS), MOVEit, Citrix, network connectivity issues and VPN
Research reported issues, document issues, and coordinate Information Technology (IT) maintenance requests with clients
Perform initial problem analysis and escalate problem(s) to the professional technical staff, as appropriate
Monitor, escalate and provide reports on client activity through the designated ticket tracking software
Participate in the preparation of procedure manuals, technical documentation, disaster recovery documentation, and end-user documents; create and maintain technical documentation as well as general documentation and guides
One year of prior help desk, call center, or customer service experience
Fundamental understanding of Information Technology including workstation and server software and hardware
Excellent interpersonal skills with exceptional professional business communication skills, verbal and written
Demonstrated ability to work effectively under stressful situations and help resolve client issues with effective communication
Analytical research and problem solving skills

100

Help Desk, Prf Resume Examples & Samples

Answer phone calls and chats for customer issues and request for IT services
Actively monitor Service Desk call queue
Record incident and request for services in the approved incident management system
Ensure ticket quality (i.e., correct CI, Product, assignee and owner, etc.)
Fully leverage available tools, processes and info (Service, Chat, knowledge articles, Helpful Links, tip sheets, quick ref, etc.)
Ensure timely resolution of issues or escalates on behalf of customer to appropriate technical support team(s)
Actively participate in Service Desk Chat
Provide case status updates to management and customers
Monitor and manage his/her ticket queue and document solutions using knowledge management articles and other approved resources
Demonstrate a high degree of employee motivation and morale, departmental and interdepartmental cooperation
Perform support for across current desktop environment including Windows XP, Windows 7, Outlook, MS Office 2016, password resets, desktop issues, VPN support, hard and soft token, IE 10/11; Jabber
Maintain current and basic understanding of technical skills in field of expertise and keep abreast of development in technology and solutions to common
Participate in event response failover and recovery of apps, maintain ability to perform duties such as VPN, offsite customer call capability, work from alternative location; comply with essential personal policy
Comply with Incident Management processes
Comply with controls and standards
Comply with Service Continuity in case of disaster/weather/other
Maintain and comply with policies and procedures relating to service desk operations
3 - 5 years related work experience in a demanding, fast-paced customer service environment; IT environment highly desirable
Advanced computer skills, including proficiency in Microsoft Office application (Word, Excel, PowerPoint), Outlook
Working knowledge of Remedy and/or ServiceNow
Experience managing and administering Service Desk tool sets, application, KM, instructions, procedures, etc
Working knowledge of Service Desk “best practices” both process and technology wise
Understanding of the Service Desk environment, Windows 7, knowledge of Windows 10 helpful, ServiceNow ticketing systems, Active Directory, Outlook, Domino Administrator, RSA Authentication Manager, Cisco VPN & Anyconnect, Hard & Soft Token, Jabber client, MS Office 2016 and Outlook
Excellent verbal and written communication skill. Ability to communicate effectively with team members, support teams and management on both business and IT sides
HDI certification a plus
ITIL Foundation certification a plus
Ability to work independently while also being team oriented
Ability to multi-task with attention to detail in a fast-paced, dynamic environment
Demonstrates excellent time management and organizational skills with the ability to multi-task, follow directions, and have consistent attendance
Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel
Works well under minimal supervision and follows established directions

101

Help Desk-asset Manager, Meade Resume Examples & Samples

Provide Tiers I and II support to onsite and telework DoDCAF employees
Ensure Cisco Call Manager training for all HD personnel, ensurng that each administrator knows how to login and logout of the system every day
Provide a documented and proven process for Tier 3/4 escalation support that will significantly reduce customer wait times and dropped calls
Ensure that all tickets are captured within the DoDCAF's SharePoint ticketing system and are tracked until resolution
Provide administrative support for the DoDCAF; provide support as WHS Trusted Agent for support of SIPR Tokens

102

Help Desk Anst Senior Resume Examples & Samples

5+ years experience providing quality outreach and/or help desk support at an elevated tier level
3+ years experience providing consistent support and determining eligibility of access of user subscription
1+ year experience testing, troubleshooting, and reporting system functionality
Experience maintaining and updating support processes and procedures
Good communication and written communication skills
Good interpersonal skills with a focus on rapport building, listening, and questioning skills
Ability to accurately track and collect support metrics
Ability to prioritize and execute tasks from various user groups Ability to test an Internet application to identify and report issues

103

Help Desk Anst Resume Examples & Samples

Plan, design, develop, tune, test, document, and maintain various data systems, including Oracle databases
Work with internal and external organizations to support project requirements, including resolving elevated end user support requests, and researching and deploying advanced technologies
Strong communication skills (oral and written) as well as the ability to interact with team members, external vendors, various levels of management, and internal clients with assorted levels of computer experience

104

Client Experience Specialist / EBS Help Desk Resume Examples & Samples

To know regulation, customers and competitors
To know and be in line with all regulatory, bank and the Unit’s requirements, procedures and processes
To know and comply with the Scoring System requirements
To daily support customers and resolve all their issues effectively with receipt of high level of their satisfaction
To successfully achieve targets, set for the Unit, group and employees
To conduct additional projects and duties assigned by Client Experience Unit Head
To replace other Client Experience Representatives of the group for customer service matters
To participate in weekly meetings to share own and customers’ feedback on daily issues
To share best practice with peers and Client Experience Unit Head
To collect and report customer and staff compliments to Client Experience Unit Head for further rewarding
To know and use all current functionalities of the Unit’s product environment, used for conducting of bank services and processes
To complete functional check-lists
To communicate with necessary units on daily solving the customer issues or questions related to Electronic Banking products and further follow up
To collect staff and customer requirements and claims with respect to improvement of service or processes, and to report the received requirements and claims to Client Experience Unit Head
Higher financial education; experience in bank finance and customer helpdesk
1 year technical and bank finance skills; time management skills; product management skills; project management skills; communication skills; fluent English
Knowing of legislative and other normative legal acts of the Republic of Kazakhstan and international legislation governing the activities of the department documentation
Basis of accounting and banking
Internal and corporate policies and procedures
Methods of processing information using modern means of communication and connection, the computer work rules and regulations of labor
Work rules
Rules and regulations of labor

105

Help Desk Resume Examples & Samples

Minimum of one (1) year banking or financial experience
Minimum of one (1) year customer service experience in a client service or help desk environment. Equivalencies may be considered
Aptitude for information technology and strong desire to learn
Working knowledge of the CWB’s core systems, desktop and user applications (Temenos T24, Windows 7, Office 2010)
Strong customer service skills, with patient, positive, customer friendly attitude
Ability to understand, accurately interpret and document the meaning, purpose and importance of issues reported by end users
Professional telephone etiquette
Strong analytical skills and problem solving capabilities
Ability to prioritize and effectively handle simultaneous tasks
Provide end users with quality support by providing first level resolution for banking and IT related incidents, service requests and general questions
Update end users as to the status of their incidents and service requests in a timely manner
Accurately record all contacts in ServiceNow and escalate where required
Instruct and advise end users in the use of applications within the scope of the position
Assist with creating and maintaining knowledge base articles and documentation for support staff and end users

106

Help Desk Level Resume Examples & Samples

Previous Customer Service Experience, working directly with customers
Technical and Analytical Skill (problem solving), Logical Thinking
Call Center Experience
Human Resources Experience
Must have intermediate Excel Skills (V lookups, formulas, pivot tables, etc.)
Must be comfortable manipulating data in excel
Must have the ability to effectively manage data across multiple excel tabs
An ideal candidate will be analytical in nature and able to investigate issues and troubleshoot errors
This person will be able to learn quickly and be able to adapt to change
This person will be resourceful and willing to learn new things
Must be willing to ask questions and adapt to changing environments
Workday experience highly preferred
Additional Language skills in French(Canadian) or Spanish are highly sought after but not required
Additional Language skills in Chinese or Russian are also of interest to the managers
Service center experience a plus but not required

107

Chicago Help Desk Internship Resume Examples & Samples

Microsoft Server & Client skills
Exposure to (understanding of) Exchange, Active Directory, Microsoft Operations Manager, OCS
TCP/IP, Ethernet, Internet, Enhanced Routing (OSPF), and VPN Network Skills
Familiarity with ITIL or MOF

108

Help Desk-indianapolis Resume Examples & Samples

Provide first-level remote IT services or assist in the delivery of higher level services to our customers
Properly handle all calls that come in for IT assistance for client functions
Use appropriate triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed Service Level Agreement parameters. Ability to use remote desktop applications in order to troubleshoot end user PC related problems
Ability to resolve standard documented problems with minimal assistance. Creation of print queue and server experience very helpful
Experience in a print production environment preferred
Possesses working knowledge of customer support business and technology processes
Able to demonstrate excellent good customer service skills
Ability to demonstrate excellent communication and follow-up skills
Able to demonstrate basic hardware and software trouble shooting skills
Able to demonstrate ability to work with minimum supervision
Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications , etc.) Able to demonstrate willingness to work as a team player
Able to demonstrate good organizational skills and ability to attend to details
0-5 years in a technical customer environment, print production or server management experience preferred

109

Help Desk Representative Resume Examples & Samples

Position works in high call volume Helpdesk environment supporting NCR's customers (both internal and external) and their analysts in providing problem resolution for NCR products and services
Allocates engineer appointment times for jobs requiring multiple resources on-site; Assigns and distributes workload of CE’s to meet SLA’s across broader areas
Responsible for ensuring the customer's entitlement of services
Remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer's issue that has not been escalated
Work directly with the customer to understand the problem, and /or escalate problem to the next level
Following the documented Remote Incident Management Process, position’s primary responsibility is to perform Level I technical troubleshooting with end-users of PCs and retail point-of-sale devices (depending on account assignment)
Generates daily and weekly incident reporting; Reviews incident history to determine recurring faults
Provide technical phone support on Retail products, systems and various software products; Provide accurate and creative solutions to user problems of moderate nature to maximize product or system availability
Take ownership of service request from customer and ensure timely and satisfactory resolution of problem
Escalate both internally and externally when required according to defined Escalation Paths
Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches
Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction
Updates work orders and provides status information
Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards
Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem
Use tools to remotely access customer equipment to diagnose and resolve customer problem; Follow solutions outlined in the knowledge database
Verify resolution of problem with the customer
Record information into the HDS (Help Desk Solution) system
Document, verify and make appropriate corrections to the incident record and customer profile
Ensure thorough documentation of problem description and all subsequent activity
Write knowledge articles based on lessons learned in resolving customer issues
Participate in special projects as assigned to continuously improve processes, tools, systems and organization, coordinate project start up activities
Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution
Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses according to provided timelines
Record information into the Incident tracking system (GEMS); Conduct GEMS quality audits and Call Monitoring activities through Verint monitoring tool
Manage operations during scheduled shifts using on-hand tools and observations
High School Degree
At least 2 years of relevant experience
Advanced knowledge level of Windows 98 2000, NT, XP and Vista
Advanced knowledge of the Internet including applications and protocols as well standard network monitoring and analyzing tools
Advanced trouble-shooting skills with MS Office and standard applications (Virus Scanner, Adobe, Zip)
Proficiency in data entry software applications and related desktop tools is necessary
High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards)
Excellent communication skills at all levels including excellent listening skills
Possess strong customer service skills and be able to work in a dynamic team environment
Advanced problem solving and troubleshooting skills
Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment

110

Associate, Help Desk Resume Examples & Samples

Possesses working knowledge of customer support business and technology processes: -- Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc. Identify customer-training issues on standard and non-standard products
Able to contribute to technical discussions with other team members and contributes to the decision making process
Able to demonstrate proficiency with Helpdesk tools , Microsoft operating systems, MS Office applications and anti-virus software, communications technology devices
Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications , etc.)
Able to demonstrate willingness to work as a team player

111

Help Desk Lead Resume Examples & Samples

Analyze the nature/severity of received problem calls/messages
Understand and, to the extent possible via the electronic helpdesk system, balance the workload of support personnel and follow problems to completion to ensure customer satisfaction as well as the accuracy of tracking data
As time permits, or as directed by the Director of IT Operations and Infrastructure (or his reports) provide assistance to other groups within IT
Distribute Corporate Flash weekends only
Verify all sales have been captured in the system and there are no missing transactions
Help to ensure timely closing of all sales at month end
Communicate any outages to the business in a timely manner
Minimum of 3 years helpdesk experience, delivering the highest-level customer-oriented service
ITIL, Cisco, Microsoft Certifications and Crystal reports experience a plus
Familiarity with Numara FootPrints or other helpdesk software systems
Experience supporting Point-of-Sale (POS) Systems a plus
Must be able to work a 4/10 (4 days a week, 10 hours a day) shift schedule and work varied shifts if necessary to insure coverage for our 15 hour coverage window

112

Client Representative, Help Desk & Escalation Resume Examples & Samples

Conduct detailed analysis of results, interpret, be reactive, and advise action
Be reactive to results, identify what’s important, make decisions, provide direction, take action to create awareness, address, and improve
Responsible for the upkeep and maintenance of several databases, ensuring accurate and up-to-date data
Develop material and conduct training for new and existing processes and tasks
Knowledge of mathematical logic and statistical calculation
Adaptability – collaborate positively and openly in a constantly evolving environment
Able to learn quickly
Very good planning, priority management, ability to work independently or in teams in an ambiguous environment
Ability to identify and resolve complex issues
Understand and articulate requirements and issues from a business perspective
Fluent in English / Excellent written and verbal communication skills
Willingness to manage own time, working extended hours when necessary to meet deliverables
Experience in managing large data sets, identifying key message and preparing presentations
Post-secondary education

113

Help Desk Anst Prin Resume Examples & Samples

Resolving a wide range of system issues, troubleshooting software, hardware, and network issues
Shift work required (6am-2:30pm) w/ rotating weekend shifts to support 24/7 operations
Excellent Customer Relationship Skills
Must be able to work 6am-2:30pm

114

Help Desk Anst Resume Examples & Samples

Design and develop IT systems and application design briefs
Produce new ideas and concepts and develop interactive design
Presenting finalized ideas and concepts
Demonstrating illustrative skills with rough sketches
Working as part of a team with software developers, administrators and end users
HS/GED with 8+ years work experience or
AA with 4+ years work experience or
BS with 2+ years work experience or
Passion and enthusiasm for design with a creative flair
Accuracy and attention to detail
Being open to feedback
Working knowledge of various software applications
Familiarity with configuration management practices

115

Help Desk-tier Resume Examples & Samples

Manage desktop support workflow, including problem analysis, communications with customers or client management, ticket documentation, ticket escalation when required and ticket closure
Manage desktop project deliverables; communicate project status to client and management
Perform troubleshooting to isolate and diagnose common technical problems
Provide Microsoft Office Suite training to users when required
Perform upgrades of microcomputer hardware and software components as required
Respond to the needs and questions of users concerning their access of resources on the network
Troubleshoot server and e-mail related issues
Monitor problem ticket queue and expedite closure of aging tickets
At least two (2) years of experience troubleshooting computer hardware and peripherals required
At least one (1) year of experience troubleshooting Windows 2000/XP required
At least one (1) year of experience troubleshooting MS Office Suite, and MS Outlook required
At least one (1) year of experience with one or more of the following required: Cisco VPN client, MS Systems Management Service (SMS), Adobe Acrobat Professional 6/7, Internet Explorer, McAfee
At least six (6) months of experience with LAN/WAN connectivity, troubleshooting and /or documentation preferred
MS Office Specialist preferred

116

Tier, Help Desk Resume Examples & Samples

Provide routine IT support on hardware and software utilized by the organization. This will entail maintaining PCs, troubleshooting network connectivity, setting up new employee/contractor, and providing prompt customer service
Manage relatively simple hardware, software, or network problems that can be resolved within 5 minutes
Log call activity
Resolve more complex issues requiring detailed systems and applications knowledge. These issues may require 5 to 15 minutes to settle
Use judgment and decision making skills to generate a work order ticket for issues that cannot be resolved via telephoneor e-mail and will require an on-site visit to the user's PC or workstation

117

Teir Help Desk Resume Examples & Samples

Provide routine IT support on hardware and software utilized by the organization
This will entail maintaining PCs, troubleshooting network connectivity, setting up new employee/contractor, and providing prompt customer service
Take initial telephone or e-mail inquiries and troubleshoot appropriately
Log call activity Resolve more complex issues requiring detailed systems and applications knowledge
These issues may require 5 to 15 minutes to settle

118

Help Desk Resume Examples & Samples

Answers incoming telephone, voicemail, e-mail and in-person requests for assistance from users experiencing problems with computer-related technologies
Registers in HEAT (the incident management tracking tool) and assigns either to him (her) self or dispatched to a "queue" managed by additional support teams
The Analyst is responsible for managing his (her) own queue
Identifies, troubleshoots, resolves (within established target times) hardware (non- dispatched) and software failures that prevent a user from employing an existing IT service
Follows up to make sure issue is resolved
Sets up new users, modifies access for existing users and installs standard applications
Document configurations of new or existing products and techniques for resolving problems
Document the processes needed to support any new software that is added to the environment as it relates to the desktop image or associated functions
Other tasks as may be assigned by Department and /or Division management

119

Help Desk Resume Examples & Samples

Support and troubleshooting Windows 7 Operating Systems
��Support and troubleshooting of Cisco VPN Connectivity and other wireless products
��Support and troubleshooting of Internet Explorer 8, 9 and higher, as well as experience with troubleshooting problems with web browser Internet and Intranet issues
Support and troubleshooting of Workstation OS, VPN, Wireless and WAN/LAN issues
��Knowledge of Web Browser/Tools such as, DreamWeaver, FileWorks and Flash
��Experience with remote troubleshooting/phone support
��Experience working with a Ticket Management System such as HP Service Manager, Remedy, etc
Experience using knowledge-based and other documentation systems to troubleshoot, resolve, document and research incidents as appropriate

120

Help Desk Resume Examples & Samples

1-2 years of experience working with "service desk ticketing tools" preferred. (Service Now, HP Service Manager, etc.)
Must be fluent in English and Spanish. Portuguese or any other languages in addition are always a plus
Punctual and willing to learn and assist team mates
PeopleSoft ( PeopleSoft HRMS / Payroll, PeopleSoft FIN /SCM)
SharePoint - Basic support
LanDesk
Bomgar

121

Help Desk Resume Examples & Samples

A+ Certification Preferred
Excellent Customer Service and phone etiquette skills
Human relation skills that include courtesy, professionalism and the ability to work well with customers, colleagues and team members
Able to multi-task in a fast paced environment
Enhanced operating system knowledge (currently Windows XP and Windows 7) and Working knowledge of desktop productivity software applications to provide desktop support (e.g., Microsoft Office, McAfee, SCCM applications)
Familiarity with relevant hardware (i.e. Laptops, Thin Clients, Desktops, printers, etc.)
Installation and support of peripheral equipment such as printers, scanners, faxes, cameras, etc
Work assigned through ticketing queue. Responsible for customer scheduling, ticket updates and closure
Provides entry-level Service Desk based PC support and basic IT related infrastructure support per established corporate and department SLAs
Provides peripheral equipment support (e.g., printers, scanners, faxes, and cameras), wireless networking, Laptop support etc

122

Help Desk Resume Examples & Samples

Key Skills
Intermediate technical skills and experience
Understanding of basic network protocols as well as network hardware
Intermediate hardware and software troubleshooting skills in a massive environment required
Basic understanding of server side components and applications including web, application, and database infrastructure
Understanding of basic network protocols including TCP/IP, UDP, DNS, SMTP, SNMP, HTTP, HTTPS, as well as network hardware

123

Level Help Desk Resume Examples & Samples

Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool
Escalate high priority, high impact issues to the USC's internal support teams
Provide feedback on technical documentation for publication in Knowledge Base
Work in a high volume call center environment that operates 24x7x365

124

Help Desk Level Resume Examples & Samples

Identify, research, and seek resolution to a variety of complex end user technical problems. Respond to technical support requests via walk in, email, and telephone
Work with users and other IT staff to determine and develop specific information systems requirements and processes. Determine the impact on existing systems
Evaluate technical specifications and requirements against available solutions
Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs. Perform installation, setup, configuration, and troubleshooting for personal computers, handheld devices and peripherals
Analyze, design, develop, and implement fully integrated systems which may include applications, databases, networks, and related systems
Assist in developing long-term strategies and capacity planning in order to meet future computer hardware needs

125

Help Desk Resume Examples & Samples

1) Technical Support
2) Software/Hardware Troubleshooting Experience
3) Customer Service

126

Help Desk Resume Examples & Samples

1 Year Experience in Technical Support
Excellent Troubleshooting Aptitude
Excellent Customer Service Skillset and Work History
Able to pass background check and drug test
Second language in FRENCH or GERMAN is a HUGE PLUS but not required

127

Help Desk Resume Examples & Samples

First point of contact for all information technology issues
Function as a single point of contact for problems referred by other individuals and departments by providing close loop on routine queries
Understand team and organizational support structures
Bachelor's/Associates Degree or equivalent experience
2 - 5 years previous experience in a service desk environment
Must have excellent customer service, telephone, listening and communication skills
Must have excellent documentation skills
Demonstrated experience in applying knowledge/skills in a Customer Support environment
Be able to solve problems regarding system errors or usage issues
Proficiency with laptop and desktop hardware troubleshooting

128

Help Desk Representative Resume Examples & Samples

Handles and resolves basic issues via phone support
Ensures a timely resolution and/or escalates non-resolvable issues to higher-level teams
Configures, and supports desktops, laptops, virtual workstations, mobile phones, and miscellaneous devices
Monitors and enforces policies and procedures
Maintains patient confidentiality, complies with the Health Insurance Portability and Accountability Act (HIPAA), and secures all operational data
Knowledge of Microsoft Windows and current Microsoft Office versions
Ability to assess and respond to urgent issues in a competent manor
Ability and desire toward learning Molina Healthcare's technology, support policies, and methods
Good organizational skills with the ability to prioritize multiple tasks
Ability to abide by Molina's policies and procedures

129

Help Desk With Top Secret Clearance Resume Examples & Samples

Must possess a current Security + certificate
Must be Microsoft Certified based on one of the following
349- Windows Operating Systems Fundimentals
365- Window Server Adminstration Fundimentials
366- Networking Fundimentals
367- Security Fundimantals

130

IT Help Desk Resume Examples & Samples

Assist technical services team as required. May include building and configuring computers and installing hardware and software
Focus efforts on continuous improvement opportunities to streamline processes and improve customer satisfaction
Submit knowledge documents for all resolutions not already contained in the knowledgebase. Update all existing documentation that is not current
1-3 years of information technology experience
Proficient computer skills required including knowledge of Windows, Microsoft Office products, Internet, printing, operating systems, network operating systems, importing and exporting of data, communications and AS400
Demonstrated ability to communicate clearly and effectively over the phone in a professional manner
A+ Certification
Experience with remote user support, VPN and wireless technologies

131

Help Desk & Systems Access Analyst Resume Examples & Samples

20% Systems Access Management
Responsible for the validation, input and accuracy of the BMO Smart Procure (Coupa), SEMS (Hiperos), Ariba, and Details Online user id set-ups and location database
Ensuring that approval authority of users on BMO Smart Procure is per policy / approved by the appropriate managers
Ensure that correct direct deposit information is properly maintained in order for expense claims to be paid to the correct accounts
60% Application Support
Provide excellent application support with ownership for first point of contact resolution for all Bank customers contacting the Procurement Help Desk. This includes BMO CAD/US, Nesbitt CAD, Harris Nesbitt Corp, Harris, and Legacy M&I
Monitor workflow and take appropriate action to reduce outstanding self-service claims and purchasing problems
In-depth learning of new PROCUREMENT applications being supported and application upgrades in order to best assist business partners
Provide consultation, collaboration, and updates with internal Teams (PROCUREMENT, Application Management, Team, Supplier Profile Management Office, etc)
Use discretion to service business partners within specific working guidelines and escalate issue, if necessary
Build and enhance relationship with clients through provision of specialized knowledge of Bank’s P&P and Operating Directives
Protect the confidentiality of client information
Contribute to PROCUREMENT Customer Service Index by consistently meeting and exceeding customer service goals
Manage business partner expectations, escalations, and prioritize to mitigate negative feedback
Provide suggestions on system improvements with adequate justification as raised by business partners, or through working experience with the systems/applications
10% Processes and Standards Accountability
Effectively enforce the spirit of the Policies and Directives within the PROCUREMENT mandate
Identify non-compliant products and customers, advise clients of Policies and Standards and escalate to management, if appropriate
Identify business partner issues with respect to the Policies and Standards and proactively suggest work-around solutions to management
Acquire strong in-depth knowledge of PROCUREMENT methodologies and processes as well as Bank-wide Policies and Directives
Assist in all projects related to the PROCUREMENT applications supported (SEMS, Details Online, BMO Smart Procure, Ariba)
10% Compliance and Operational Accountability
Comply with the Bank’s Policies & Procedures as it relates to purchasing, IT security, accounting, and fixed assets in all of the daily dealings and transactions
Participate in PROCUREMENT Application upgrades and conversion activities as it relates to business partner experience and provide feedback to the Team Lead, Systems Access and Help Desk Support
Provide suggestions to increase productivity as well as improvements in current process
University or college degree, diploma with relevant job experience
Previous experience supporting computer applications
Good knowledge of the BMO Financial Group structure i.e. Enterprise-wide
In-depth knowledge and understanding of effective customer service
Strong Relationship Management skills
Bilingual French/English (oral and written) preferred
Good presentation and training skills
Ability to prioritize and organize multiple tasks
Detail oriented and strong commitment to data/process accuracy and integrity
Self motivated Team Player and willingness to assist at all times
Flexibility and adaptability to rapidly changing environments
Keen focus of first point resolution with emphasis on customer service
Professional, reliable, punctual and great attendance required

132

Help Desk Resume Examples & Samples

1-2 years of experience working with service desk ticketing tools preferred. (Service Now, HP Service Manager, etc.)
Outlook profile creation and maintenance
Creating and troubleshooting rules
Backup PST and OST files
Basic Microsoft Excel support
Basic Microsoft Word support
SharePoint (Basic support)

133

Help Desk Resume Examples & Samples

Provide telephone/remote technical support to internal end users
Windows Desktop Support duties including troubleshooting windows computers, ip phones and hardware support at the end user's desk
Perform software installs and updates
Assist with network issues, mobile device management, and third party application management
Participate in staggered after hours/on-call support rotation
Answer both phone and e-mail support requests, track the request, provide detailed information on the reported issues and resolutions
Perform basic phone system management, including deploying phones, adding/changing voice mailboxes, and moving/adding extensions in a ShoreTel environment
Be able to perform basic administrative duties on a Windows 2008 active-directory domain to include account creation and modification
Escalate issues as appropriate
1 year of related experience in a customer service oriented technical support role
Windows OS troubleshooting (Windows 7, 8, Server 2008, 2012)
Basic Network troubleshooting (DHCP, DNS, TCP/IP, WiFi)
Application layer troubleshooting
Providing amazing customer service
Antivirus, software updates, Windows updates, WiFi, TCP/IP, OSI
Microsoft Office support knowledge (2007 - 2013)
Microsoft Exchange support knowledge (2007 - 2013)

134

Help Desk Resume Examples & Samples

3+ years experience providing application support to end users (applications will include eNet, cGov and MyIQ)
Experience providing customer service in a fast pace enviornment
Installing, analyzing and troubleshooting desktops, laptops, mobile devices, printers and networks
Set up Staff on a required applications
Respond to Windows OS, Exchange, Outlook and other supported software problems
Maintain inventory of equipment
Provide user support on purchased systems
Troubleshooting for users
Documentation of progress and services provided
Responsible for ensuring technology is provisioned for new hires

135

Tier Help Desk Resume Examples & Samples

(3) years working on a Service Desk
Experience utilizing a Knowledge Management System
Experience utilizing a Service Desk incident tracking software
Excellent customer service and people skills
Ability to work simultaneous tasks
Technical knowledge and understanding of PC hardware
Experience with MS Operating Systems (Windows XP & Windows 7)
Excellent Oral and Written communication skills
Minimum Typing speed of 25 wpm
Ability to meet critical time lines in a rapidly changing environment
Must be willing work flexible hours to include day, night, and weekends
Windows 7 operating system knowledge that includes the ability to

136

Help Desk Resume Examples & Samples

2+ years of experience in a helpdesk or desktop support role (re-imaging desktops and laptops, troubleshooting basic Microsoft application problems)
2+ years of hardware refresh experience-- someone who has been involved in a hardware refresh before
2+ years of break-fix experience-- hardware specific, preferably laptops

137

Help Desk Associate Resume Examples & Samples

Able to demonstrate proficiency with Helpdesk tools , Microsoft operating systems, MS Office applications (Excel, Word, Outlook), Lotus Notes (Email) communications technology devices
Able to demonstrate basic hardware and software trouble shooting skills Able to demonstrate good problem solving & critical thinking skills
Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. Help desk call tracking applications , etc.)
0-5 years in a technical customer environment Call Center experience preferred EDUCATION

138

Analyst Operations / Help Desk Resume Examples & Samples

Log calls and paper requests for IT assistance into the change management system (software to log and track calls), with all pertinent end user identification information including name, department, contact information, and nature of problem or issue
Provides level one support for calls with a goal of 80-85% resolution on help desk calls received
Coordinate mobile communication devices for employees based on requests and review monthly invoices from the vendor
Rotational tape backup support is considered an essential requirement
Provide administrative assistance for IT department documentation and standards
2 years of previous experience in a Help Desk capacity
Good communication and organizational skills are required

139

Help Desk Resume Examples & Samples

Security + and the ability to obtain a Microsoft certification (MCTS: Windows 7 or equivalent) within 3-6 months of hire
MS Office apps (Word, Excel, Outlook)
Associates Degree with 2 years of relative experience is preferred or equivalent experience
Individuals performing at this level of competence may be considered for reclassification into this level

140

IT Help Desk Representative Resume Examples & Samples

0 to 5 years IT experience
Associate Degree Required
Strong technical skills and background
Excellent communication skills, phone presence, organizational skills, and multitasking
Ability to interact professionally with a diverse group of customers, team members, managers and subject matter experts
Ability to take ownership of follow up status and communicate progress regularly to both their customers and leadership when requested

141

Help Desk Resume Examples & Samples

Consults with higher level technical support to determine resolution, or transfers unresolved issues to Level 2 or a Subject Matter Expert (SME)
Identifies and resolves technical issues and/or researches and recommends effective solutions
Serves as the IT liaison to consultants, state and county staff, vendors, volunteers, and other professionals
Excellent oral and written communication skills with a commitment toward customer service
Minimum knowledge of technology and a basic understanding of supported products; covers installation, configuration, and troubleshooting of products provide those products meet pre-defined standards
Knowledge of Cisco network products and LAN/WAN hardware administration
Ability and desire toward learning The Company' s technology, support policies, and methods
Highly motivated and the ability to work with minimal supervision
Strong analytical skills with the ability to collaborate and solve problems
Ability to abide by The Company's policies and procedures

142

Help Desk-junior Analyst Resume Examples & Samples

Windows 7 and application issues * Outlook support * Blackberry support * iphone support * ipad support * Desktop support * Hardware trouble shooting * Printer support * Remote connectivity support (Juniper)
) 1+ years of experience in a first line help desk role
) Experience with mobile device support (Blackberry, iPad, iPhone) 3.) Experience with Windows 7 support
) Experience in a help desk role with a large environment

143

Help Desk Lead Resume Examples & Samples

Lead a team of help desk analysts, providing guidance and support for troubleshooting and prioritizing customer issues
Resolve or refer system issues, both functional and technical, and track issues using a central incident management application
Troubleshoot calls to the support desk and facilitate the resolution process
Convey technical advice and information to clients and coworkers who have varying degrees of ability with Information Technologies
Solve technical issues in a professional manner and/or escalate in a timely manner
Perform training sessions and instructional webinars to system users
Compile and maintain helpdesk operational procedures, user guides and templates for FAQs and standard email responses
Prepare weekly ticket summary reports and lead weekly help desk meetings
May be asked to support testing efforts for project releases as needed
3+ years of professional experience in help desk operations for federal IT systems and technology
Ability to effectively communicate with clients regarding issues
Ability to work on multiple issues concurrently, balancing needs and/or priority-setting appropriately
Experience with Web conferencing software, such as Adobe Connect
Experience with collaboration software, such as Microsoft SharePoint
Experience working in an Agile project management environment

144

Help Desk Resume Examples & Samples

Client-facing level one technology support role for a global user-base. Role involves basic troubleshooting of Microsoft applications & proprietary system
Desired experience in Microsoft Office application suite - how to, in addition to troubleshooting
Candidate should have excellent customer service skills. In-house training will be conducted, as needed
Technologies may include, but not limited to: Windows 7/XP, Mac OS X, Microsoft Office, Cisco/VOIP telephony, Blackberry, Android, iOS (iPad/iPhone), and ticketing systems

145

Help Desk Resume Examples & Samples

Rollouts
Service desk escalations
Adds/changes for hardware set ups

146

Help Desk Resume Examples & Samples

Bilingual in English and Spanish
A Bachelor’s Degree in Business or Computer Science; OR equivalent work experience is preferred
Working knowledge of computers and computer networking terms and support

147

Help Desk Resume Examples & Samples

Supporting about 100 users onsite
New user Setup
Manager the Help Desk Ticketing System - Log all tickets and assign appropriately
First line for all Help Desk Inquiries
Computer Deployment
Maintain Email accounts and distribution groups
This role will also have some operations responsibilities added later on
Troubleshooting hardware like printers routers
Install, modify, and repair computer hardware and software as needed
Strong verbal, written and presentation communication skills
Ability to communicate complex technical concepts
Possess general understanding in the areas of application programming, database and system design
Self-managed, highly motivated and has a strong drive for results
Ability to Multi-task and work quickly under pressure

148

Analyst Operations / Help Desk Resume Examples & Samples

Provides first level support to end users for PC hardware and Network (Windows7/Windows XP environments) and Mainframe (UNIX/IBM) environments
Maintains daily awareness of outages and issues system wide
Shift work required/24x7 IT coverage environment
Technical degree preferred, and/or equivalent experience
Knowledge and/or experience with internal server/mainframe applications such as: Shares, QIK, IBM/TSO/TPX, and SCEPTRE
Ability to multi-task in a stressful environment

149

Help Desk Resume Examples & Samples

Works well within a team structure, effectively working toward common goals by supporting, encouraging and sharing information with colleagues
Exhibits resourcefulness in identifying information and materials that contribute to the completion of quality work
Possesses a strong customer focus with the desire to help or serve the customer and commit to continuous improvement of services
Possesses critical thinking skills with the ability to understand an idea, situation, or problem through in-depth analysis
Takes personal accountability for outcome of issue and puts feedback into action

150

Help Desk Representative Resume Examples & Samples

Identifying, diagnosing and troubleshooting installed hardware and software problems (secure and non-secure) in response to customer service calls
Setting up, configuring and installing systems to support new/existing customer personnel and LAN printers, scanners, and other components
Removal and replacement of failed equipment to include peripherals, system components and or software
Problem isolation of network connectivity, desktop hardware and or stand-alone/network installed software programs
Installation and testing of hardware/software upgrades to be installed on user workstations
Disconnect, relocate, and reconnect computer equipment as requested by the customer
Update site documentation/database to reflect installed/relocated equipment
Perform data backups, unlock accounts and accomplish basic administrator duties on customer’s server(s), etc
Develop, edit, and update user manuals and system documentation
Enter, update and close support requests using REMEDY
Setup and operate customr terminals
Interface with the local communication squadron for all network support requests requiring base support
Helpdesk responsibilities include, creating trouble tickets, troubleshoot connectivity issues and requesting assistance and working with the team located at Ft. Bragg and MacDill, FL
This position requires shift and weekend work
Meet DoD 8570.01 for this position
Self-starter and able to work independently and within a team environment
Knowledge of computer systems, Windows operating systems and Windows Office Products
Entry Level Position: Minimum of 1 Year in IT Service Desk Operations support
Journeyman Level Position: Minimum of 3 - 5 Years in IT Service Desk Operations support
Ability to follow procedures under stressful conditions
Excellent English Written and Oral Communications Skills

151

Help Desk Associate Resume Examples & Samples

Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed Service Level Agreement Parameters
Use remote desktop applications in order to troubleshoot end user PC related problems
Resolve standard documented problems with minimal assistance
Contribute to technical discussions with other team members and contribute to the decision making process
Possesses working knowledge of customer support business and technology processes: Call handling processes
Proficiency with Helpdesk tools, Microsoft operating systems, MS Office applications and anti-virus software, communications technology devices. Customer uses Lotus Note
Basic hardware and software trouble shooting skills
Able to demonstrate good problem solving / critical thinking skills
Reliable to work with minimum supervision
Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications, etc.)
Willingness to work as a team player
Good organizational skills and ability to attend to details
Minimum: High School Diploma or equivalent No less than one entry level certification (A+, N+, or OEM vendor certification)

152

Help Desk-tier Resume Examples & Samples

DoD 8570 Certification
Ability to present complicated technical issues with clear easy-to-follow solutions and path forward
Familiarity with Windows 7/10 workstation OS and ability to image a workstation
Ability to provide technical software, hardware and network problem resolution, making independent decisions by performing question/problem diagnosis in a Help Desk environment
Re-enable and unlock accounts, reset passwords and change OU's
Experience with password resets, e-mail requests, Fax, Web requests and direct requests for Help Desk support
Ability to document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution
Ability to utilize customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to customer's environment
Experience developing working relationships w/functional groups and customers to meet established service level goals
Ability to obtain Top Secret clearance

153

Help Desk Resume Examples & Samples

Must have the ability to diagnose and correct operating system problems
Build new systems by installing the Army Gold Master (AGM) approved operating system, baseline software applications, and required security patches
Install encryption systems used to protect the data of portable systems such as laptops; and identify and install required drivers

154

Help Desk Associate Resume Examples & Samples

Responds to initial phone calls/inquiries regarding system status and network connectivity, hardware and software problems, and service request activity supported by KP-IT
Provide basic support for PC and Mainframe calls
Identifies nature and criticality of calls, and is able to apply guidelines of Problem Management Process Guide
Logs all calls into problem tracking system, accurately documenting and verifying all client information provided, troubleshooting steps and activities performed
Triages and routes problems to the appropriate technical resource for problem resolution
Facilitates problem resolution through coordination and escalation. Performs closed-loop process on problem records
Maintains accountability for problem until resolved. Monitors assigned problems to ensure adequate and timely resolution
Provides suggestions for continuous process improvements and online documentation
Supervision Given and Received: Receives direct but not constant supervision. Typically requires some instruction and guidance from other higher level staff
Problem Solving and Decision Making: Identifies first level problems and escalates if necessary. Cannot make decisions independently aside from what is directly related to resolving ticket
Minimum one (1) year of experience in IT or equivalent
Experience with a problem tracking system
Associate's degree in computer science or a related discipline, OR two (2) years of experience in a directly related field
Broad knowledge of current and evolving information technologies to include but not limited to telecommunications, electronic data distribution networks and computers preferred

155

IT Help Desk Resume Examples & Samples

Enhanced Reliability Clearance
1+ Year of IT Help Desk experience in a Windows Environment
Experience using Ticketing Systems

156

Help Desk Operator Resume Examples & Samples

Working knowledge of personal computers and other productivity software
Working knowledge of MS Windows operating system features and configuration
Working knowledge with MS Office applications
Ability to multi-task and manage conflicting priorities
Exhibit a can-do positive attitude
Experience using a Help Desk trouble ticketing system
Familiarity with software that enables the remote control of workstations in a networked environment,
Knowledge of Microsoft Active Directory
Experience working in a healthcare environment

157

Help Desk Resume Examples & Samples

Initial Assesment
Triage Research
Resolution of basic incidents & requests regarding the use of application software products
Troubleshoot and resolve end-user hardware and software issues via phone/chat/self-service portal and utilizing remote tools (Bomgar)
Resolving at least 85% of the issues on the first call
Completely document tickets in software system (Service Now)
2+ Years of Call Center/Help Desk/Service Desk experience and comfortable taking 40+ calls per day
General understanding of Windows fundamentals (profiles, screen resolution settings, share drives, drivers, event viewer, control panel)

158

Technical Help Desk Resume Examples & Samples

Phone Support
Collecting information through the phone, chat, and self-service portal
Follow Knowledge base articles for application specific processes
Bachelors degree in information technology or 2 or more recent years of help desk experience
Microsoft Outlook Experience
Active Directory understanding

159

Help Desk Resume Examples & Samples

Two or more years of help desk experience within a Microsoft environment. Password resets, basic troubleshooting, and being able to triage calls in an Enterprise level environment
100% phone support- in depth troubleshooting required
Great attitude, team player, ability to communicate and document conversations

160

Radiology Is Help Desk Associate Resume Examples & Samples

Carries a pager and shares on-call duties for 7x24 support of MIIT systems
Participates in both regular daytime and after hours “on-call” rotation
Responds promptly to Help Desk calls
Assists technologists with any necessary correction of electronic patient, exam or imaging information [PHI] associated with daily operations in Radiology
Associates degree or higher preferred
Knowledge of or experience working with clinical IS systems preferred
Experience in end-user training on clinical IS systems
Experience with PCs, Internet, and computer based transactional systems
Customer support/helpdesk experience preferred
Effective communication skills with clinical and administrative staff
Ability to work with professional staff at all levels
Proven ability to work well with others both in a support capacity and in a team

161

Help Desk Resume Examples & Samples

Must be punctual and meet attendance requirements
Ability to work from home in cases of emergency
Certification or degree from college or technical school OR
1-2- years related experience OR
Excellent computer skills including a background in Microsoft Word and Excel

162

Help Desk Resume Examples & Samples

Provide technical support for both hardware and software requests daily
Provide complete and thorough documentation for all support calls using ticketing software
Assist with projects and duties as assigned

163

Specialist, Help Desk Resume Examples & Samples

Provides expertise in account management. Ensures account management activities are handled appropriately, and confers with other staff as needed to ensure appropriate management of issues throughout the account management lifecycle
Maintains high level of expertise on all assigned account management activities, and adheres to procedures governing these activities. Provides exemplary customer service as identified by meeting service goals and objectives outlined in weekly metrics reports. Meets daily, weekly and monthly goals and objectives individually and as part of the team
Provides expertise on account related issues with systems, processes and procedures. Follows all processes and standards to add, modify, and delete accounts for applications throughout the organization, and meet all applicable regulatory requirements
Ensures cases associated with account management are handled appropriately, and confer with other case owners, queue managers and supervisors as necessary to ensure timely and appropriate management of cases throughout the support model. Escalate issues as necessary
Meets standards for expertise in utilizing the tool used to track and manage accounts
Assists management in the analysis of the technical performance and reliability of products, systems and services used for account maintenance against identified industry standards to ensure appropriate tracking and security
Identifies potential improvements to Standard Operating Procedures (SOP’s), Product Support Plans (PSP’s) and other applicable documentation, and provide suggestions on how plans, policies, procedures or actions can be modified to improve/strengthen organizational performance
Maintain appropriate levels of system and process security to ensure protection of the ARC IT systems supported through the account management process
Follows the account maintenance quality control program for all cases to ensure accurate and cogent case content, and when necessary, proper tier 2 dispatch and case prioritization
Good oral and written communications skills with the ability to communicate to both technical and nontechnical personnel
Demonstrates a proven record of high level work quality
Practices teamwork by demonstrating a positive and cooperative attitude, sharing acquired information, and participating in team projects
Handles highly stressful situations calmly and courteously, and adapt well to changing situations while maintaining a professional level of communication and diplomacy
Displays sound judgment and sound decision making abilities
Displays initiative and motivation in duties and responsibilities
Follows and communicates verbal and written instructions
Willingly accepts responsibility for new challenges outside their daily tasks
Experience with an FDA or blood banking regulated environment a plus

164

Analyst Operations / Help Desk Resume Examples & Samples

Must have strong analytical, organizational, and interpersonal skills
Ability to communicate, both verbally and in writing, with all levels of management
Must have a strong reservations background and understanding of the various systems used for Customer Relations
Must have a minimum of 4 years’ experience in Reservations
Experience should include Helix, AACoRN, Sabre
Knowledge of Outlook, Word, Excel, Advocate, Rally and SharePoint a plus

165

Help Desk Representative Resume Examples & Samples

Provides first line support for PC and Network operations
Provides consistent professional, courteous and high quality customer service on a daily basis
Ability to perform basic diagnostic techniques to troubleshoot and resolve hardware and software problems, or escalate them for resolution via incident tracking software
Fully utilizes troubleshooting tools
Majority of end user contact is via the Helpdesk (In person), Helpdesk Portal (Self-Support), voicemail and email
Must have an Associate's Degree in a related technology field or be working towards a Bachelor's degree in a related technology field, however prior Help Desk experience without such a degree will be considered
Ability to multitask. The rep must be able to answer a call, research answer, exhaust all resources (manual, program, notes, knowledgebase), and coordinate support issues to ensure timely solutions and a positive impact on user satisfaction and productivity
Discretion –

166

Help Desk Level Resume Examples & Samples

Walmart or Retail Experience
Projecting Tracking Tools
Customer Service/ Sales

167

Help Desk Tier Resume Examples & Samples

Serve as first point of contact for end user questions
Resolve end user hardware, software, how-to, and connectivity issues within a predefined scope
Perform triage on incoming help desk requests
Assist with hardware and software setup for new employees and technology refreshes
Assist in equipment moves, inventories, and installations
Must possess strong mechanical and technical abilities
Minimum of 1 year relevant work experience in a help desk or call center environment; or relevant coursework demonstrating technical aptitude
Ability to install and configure computer hardware and software
Skilled in MS Windows and MS Office
Valid driver��s license to operate a vehicle in the State of Wisconsin, and unlimited access to reliable transportation

168

Help Desk Resume Examples & Samples

Responsible for effectively answering technical requests regarding the FBI DNA software
Assists in all activities of a Help Desk supporting a client's worldwide locations
Ensures that help desk tickets are tracked and closed appropriately
Maintains a service-oriented attitude in all situations
Interacts daily with supervisor, peer groups, and customers
Works on assignments that are complex in nature where judgment is resolving problems and making routine recommendations
Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained
This position requires the candidate to have a flexible schedule in order to support a help desk operation that runs from 6 a.m. to 7 p.m. EST
CORE Hours for this position are 10:30am to 7:pm
Maintain good writing, interpersonal communication, and problem-solving skills
Ability to work independently and be a contributing team member

169

Help Desk, Prf Resume Examples & Samples

Records incident and request for services in the approved incident management system
Provides case status updates to management and customers
Performing support for current desktop environment including Windows 7, Outlook, MS Office 2016, password resets, desktop issues, VPN support, hard and soft token, IE 10/11; Jabber
Maintains current and basic understanding of technical skills in field of expertise and keep abreast of development in technology and solutions to common
Participation in event response failover and recovery of apps, maintain ability to perform duties such as VPN, offsite customer call capability, work from alternative location; comply with essential personal policy
Typically has 3 - 5 years related experience
College Degree or equivalent experience
Proactive in identify potential issues and identifies workarounds or permanent fixes via support teams
Must type a minimum of 55 wpm
Maintains and complies with policies and procedures relating to service desk operations
Works under minimal supervision and follows established directions
Manage and administer Service Desk tool sets, application, KM, instructions, procedures, etc
Must have a minimum of 3 years proven experience in a demanding, fast-paced customer service environment. IT environment highly desirable
Understanding of the Service Desk environment, Windows 7, knowledge of Windows 10 helpful, ServiceNow ticketing systems, Active Directory, Outlook, Domino Administrator, RSA Authentication Manager, Cisco VPN & Anyconnect, Hard & Soft Token, Jabber client, MS Office 2016 and Outlook; and Sharepoint 2013
Ability to multi-task and work in fast paced environment

170

Senior Manager of Help Desk Resume Examples & Samples

Has overall responsibility for help desk staff and the activities associated with the identification, prioritization, and resolution of reported incidents
Assigns personnel to various operations and directs their activities
Ensures all tickets are assigned and completed within assigned SLA including standard reporting
Continuous Implementation new user offerings (such as BYOD) to enable end user community with broader range of devices will still ensuring compliance with corporate standards
Provides technology roadmap to keep end user capabilities as modern as possible
Evaluates new and existing software products
Manage all helpdesk related projects for new technology deployments such as video conferencing, software/OS upgrades, and mobile enablement
Support moves/adds/changes across all Experian Consumer Service locations
Create and analyze customer service survey’s to enhance customer service levels. Analyze metrics to continuously improve helpdesk delivery. Ensure highest levels of customer satisfaction
Introduce automation and self-service within the Help Desk including software stores and service catalogues
Provide hands on leadership to solve complex technical problems
Develop end user technology strategy and deployment plans
Mentor and lead technology staff members including definition of SMART goals and objectives
Manage collaboration tools and video conferencing solutions
Requires 10+ years’ related experience
5+ years supervisory/leadership experience
Advanced ITIL Certification preferred
Strong knowledge of the Microsoft platform
Superior communication and documentation skills
Superior inter-personal skills
Superior customer service skills
Strong management and leadership skills: people, process, and technology
Strong Time Management Skills
Strong Project Management
Ability to multi-task across a number of different projects and business units

171

Analyst Operations / Help Desk Resume Examples & Samples

Provide timely communication (oral or written) to the Level 2 support or other management personnel as needed
Promptly consult Level 2 support or other management personnel regarding quality issues to determine acceptability or course of action
Maintain confidentiality regarding employee, company, and customer information

172

Help Desk Services Coordinator Resume Examples & Samples

1-2 years of experience in the IT field or equivalent work experience
High school diploma, GED or equivalent
Ability to follow established procedures on routine work and detailed instructions on new assignments
Ability to recognize the need for occasional deviation from accepted practice
Ability to respond promptly and consistently to changing customer needs and circumstances
Understanding of productivity suite software (i.e. Microsoft Office)

173

Help Desk Tech-swing Shift Resume Examples & Samples

Demonstrating outstanding internal and external service in accordance with “Red Carpet Service” program guidelines
Coordinating with IT team to take work orders, prioritize and resolve computer system issues
Providing technical and user support for all business applications and systems, including personal computers
Performing business application and system installations, upgrades, conversions and deletions to personal computers
Creating programs and queries to produce reports, mailing lists, and labels for various departments
Performing security administration functions and helps ensure data integrity of users
Installing software and upgrades as needed
Assisting in implementation of disaster preparedness and recovery plan
Responding as needed to inquries or complaints from internal and/or external guests
Attend departmental and company meetings as required
Bachelor's degree (BA) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience
Additional demonstrable knowledge or experience in other IT related areas is helpful
Basic math skills such as adding, subtracting, fractions, decimals, percentages etc
Must be willing to work some evenings/weekends and/or share night-and-weekend on-call duty as part of the IT department team
Ability to read, write, comprehend and speak English
Ability to understand and perform duties in accordance with

174

Critsit Help Desk Escalations Specialist Portuguese Speaking Resume Examples & Samples

Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed
Expand internal visibility of Premier Customers’ Critical Situations with Executive level status summaries
Collaborate effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible

175

Critsit Help Desk Escalations Specialist Resume Examples & Samples

Address high priority customer’s escalations needs, for critical and high-visibility problems impacting Microsoft’s strategic Premier customers (Critical Situations) and Partners
Provide timely, reliable and high-quality response to complex customer escalations
Provide mentor assistance to Premier TAMs and CSS Support Engineers regarding the CritSit process when required to ensure successful execution
Interface with various departments within the Customer and Partner to drive resolution, up to the executive level as necessary
Interface with various Microsoft groups to drive resolution, up to the executive level as necessary
Positively impact customer satisfaction by
Delivery of a high quality customer and partner experience through timely and effective Response to internal and external customer needs; owning active Critical Situations
Deliver a high quality customer and partner experience through timely and effective Resolution of customer’s issues in the quickest way possible

176

Help Desk Escalation Specialists Surface Resume Examples & Samples

Provide the highest level of technical and customer support for tablets with business clients
Recognize and respond to customer needs and demonstrate sincere commitment to resolving customer needs
Probe customers to identify underlying issues and pose critical questions
Search and retrieve information from various databases for the customer
Demonstrate a sincere commitment to resolving the needs of the customer
Respond to customer frustrations using excellent interpersonal and communication skills
Explain concepts and present technical information clearly to business customers; identify the level of technical knowledge of the customer and adjust technical communications to solve customer need
Complete case notes in the call tracking database accurately

177

Junior Help Desk / Systems Technician Resume Examples & Samples

Basic scripting
Follow up and close the loop with all customers….internal and external
Ability to work successfully in an agile, team-based environment
Potential to conceptualize technical specifications based on conversations with business customers (internal and external)
Self-directed/self-motivated
Desire to learn, improve skills
Enjoys challenges, problem-solving

178

Help Desk Resume Examples & Samples

TS/SCI w/polygraph security clearance required
6 years of relevant experience with IT and mission applications
Must be competent and able to work at the highest technical level analyzing systems applications when
Responsible for providing Tier 1 and Tier 2 support for: Databases, Systems Hardware or Production of
Support Includes: Help Desk Assistance, Triage, Resolution Activities, Systems Monitoring, Service

179

Help Desk Representative Resume Examples & Samples

Provides consistent high quality telephone customer service to panelists
Answers between 50-100 incoming calls daily in a confident and courteous manner
Troubleshoots and resolves all scanner issues
Answers general inquiries, i.e. point balances, membership, surveys and gift orders
Builds and maintains relationships with clients by providing prompt and accurate service
Consistently maintains and updates call “Comments” in the panelist database accurately
Keeps current on all new panelist issues and procedures
Reviews Outlook email daily for departmental updates and work requests
Responds to assigned Panelists’ inquiries via email in accordance to service level
Make outbound calls to panelists to improve client loyalty and retention
Requires frequent contact with management team for quality control and performance feedback including but not limited to call monitoring and side by side coaching
Able to operate general office equipment (i.e. copier, fax, phone) and sit at a desk for extended periods of time
Working knowledge of Microsoft Office applications
Good oral/written communication skills
Strong attention to detail with the ability to solve problems
Organizational, interpersonal and motivational skills and ability to interface with all levels of staff and management
Flexibility with new assignments and work flexible hours
High School diploma or GED or equivalent work experience
A minimum of 1 + years of customer service or call center experience

180

Help Desk Anst Senior Resume Examples & Samples

Duties may include setting up administrator and service accounts, maintaining system documentation, tuning system performance, and installing software on servers and workstations
Conducts capacity and performance analysis. Provides system configuration change and upgrade recommendations
Work with internal and external organizations to support various customer user level requirements, including resolving elevated end user support requests, and researching and deploying advanced technologies
Implement approved system security policies to include the configuration of user access and permission across a variety of systems
Experience with troubleshooting, proactively identifying issues and driving them to resolution
Available during off hours and weekends for routine maintenance and unplanned support issues

181

Help Desk Team Member Resume Examples & Samples

At least two years' hard lines retail management experience that includes P&L, staff supervision, shrink control and payroll
Minimum of a high school diploma/GED ( a bachelor's degree in a business, agriculture or related field is desirable)
Ability to relocate within your district if necessary
Minimum of two years hard lines retail management experience required
High school diploma or the equivalent
Bachelor degree in agricultural-science or business related field desired
P&L, scheduling and payroll management experience required
Shrink control experience required
Team member staffing, hiring, supervision and counseling experience required
Must have a Valid Driver's License if you drive for company business
Highly motivated leader capable of motivating others to achieve company goals
Strong interpersonal skills and ability to resolve issues ethically and with minimal conflict
Perform and execute principle responsibilities
Process information / merchandise through system and POS Register system
Communicate effectively with team members and customers
Read, write, and count to accurately complete all documentation
Freely access all areas of the store including selling floor, side lot, stock area and register area
Move and transfer merchandise generally weighing 0 -- 50 pounds throughout the store
Work a minimum of 52 hours per week
Travel to other store locations and to company functions

182

Help Desk Resume Examples & Samples

Understands basic fundamental concepts, theories and principles of the discipline
Resolves routine technical problems of limited scope following standard instructions or procedures
Service Desk (Practice Specific)
Demonstrates customer service mindset
Possesses exposure to Windows and/or Mac platforms
Displays willingness to learn
1-2 years of experience at a technical service desk/call center providing technical support via phone to end users possessing varied levels of technical knowledge, or equivalent The Company experience
Excellent systematic problem-solving skills, ability to think "outside the box" and understand department needs, e.g. awareness of calls in queue, real-time trending and staffing concerns
Proficiency with Windows and Microsoft Office products

183

IT Help Desk Resume Examples & Samples

Microsoft Office Suite or similar product knowledge is required
1 year Technical Experience
3 years Customer Service
4 year Degree in an IT related field

184

Help Desk Associate Resume Examples & Samples

Assist on multiple project work assigned by a manager
Determine the most effective manner to resolve customer's technical issue
Engages in research and in depth troubleshooting to resolve technical issues
Use and maintain a comprehensive knowledge repository for solutions to customer inquiries
Verify suggested solutions effectively resolve the customer issue via phone, chat, or email support
Record required customer and problem information in a ticketing system
Update tickets with appropriate entries of activities, and closes tickets with resolution entered upon completion
Maintain a high level of world class customer service/professionalism to a wide range of customers
6 months help desk experience
Excellent communication and interpersonal skills
Ability to work as a team player
Able to obtain and maintain required Government Clearance as needed
2 years help desk experience
Experience working in a fast paced environment

185

Help Desk Resume Examples & Samples

Assists with the installation, configuration, and support of Retail POS and related peripheral equipment
Works with help-desk team to determine and resolve problems as it pertains to POS, Back Office, Mobile, and Networks
Provide first level support when necessary to customers, assisting them with hardware and software problems as they relate to all Store Technology via phone, email, or remote desktop support
Maintain appropriate documentation and resolution information through our ITSM tool, ServiceNow
Technical resolution - troubleshooting, diagnosing and resolving retail application issues through a full incident life-cycle
Support ticket management - managing tickets through our Service Now tool, by taking ownership and providing accurate updates
Shift flexibility - flexibility to work evenings and weekends is a must
Process driven - Ability to follow documentation to fix issues in a series of steps
Commitment to improvement - Contributing new information to our knowledge base and bringing ideas to the team
Communication Skills - Professional and effective communication skills over multiple media: Telephone, email, in-person

186

Director, TSC Help Desk Operations Resume Examples & Samples

Help Desk / Service Desk Operations
5+ years technical / operational leadership experience
Direct team management experience of 75 - 100 staff
5+ years help desk / call center leadership experience
International business experience / understanding

187

Help Desk Resume Examples & Samples

Utilize Altiris/Symantec Ticketing system for Incident Management
Researches, evaluates and recommends new hardware and software technologies
Prepares monthly status reports, project summaries, and technical recommendations
Utilizes the IT Project Management tool and procedures for appropriate projects
Windows 7 and 10

188

Help Desk Resume Examples & Samples

Call Center
24/7 Availability needed. Shift bids every 4 months
Efficiently probe to understand the callers issue and quickly resolve or escalate the issue
Maintain customer service skills and focus while taking calls
Provide quality customer service through communication, composure, empathy, helpfulness, and flexibility
Diagnose, research, classify, resolve, and assign technical and procedural issues as outlined in Support documentation
Communicate effectively to store employees in a manner that is easy to understand and non-technical
Understand the business impact of issues a customer reports, have a genuine concern for their situation and act appropriately
Identify and report improvements by utilizing the department documentation update process
Passion for customer service and resolving issues
At least 1 year of Service Desk or equivalent job experience. Retail experience is a plus
Capable of learning both technical and procedural components of the Company environment
Must be able to handle ambiguity

189

IT Data Entry Clerk & Level Help Desk-univ of Minnesota Resume Examples & Samples

Enter/edit product information in cash register management system
Review/edit data to insure accuracy
Provide requested information/reports as requested
Filing and other administrative duties as assigned
Support other IS/IT projects as assigned
Responds to telephone calls, email and personnel requests for desktop hardware/software support
Identifies, researches, and resolves technical problems both over the phone and in the field
Documents, tracks and monitors technical problems to ensure a timely resolution
Prepares workstations by configuring hardware, software, and network settings, printers and peripherals
Associates degree or higher and/or a combination of 2+ years of relevant experience

190

Technical Help Desk-level Resume Examples & Samples

Excellent Verbal and Written Communication Skills
Troubleshooting and Analytical Skills
Teaming skills
Must Have strong skills with AIX 5.2/5.3/6.1 and SUSE Linux SLES 10/11 Operating System in large enterprise environment
Good understanding of XEN virtualization, Pacemaker and DRBD on SUSE Linux in large enterprise environment
Knowledge of Windows 2003/2008 Operating System
Knowledge of Vormetric Encryption on AIX and SUSE Linux Operating System
Strong skills with Incident and Change management using Remedy 7
Strong skills with Shell Scripting (Korn, Bash, Perl)
Strong Leadership skills
Basic to Intermediate HW Skills to include: BladeCenter, Advance Management Modules & Nortel Switches, pSeries, xSeries(x3650), N-Series (3700, 3300, 5200) Storage, EMC Clarion Storage, DS3200/DS3400 Storage
Basic to Intermediate SW Skills to include: TSM (5.x) , CBMR (5.x, 6.x) , AIX OS Maintenance Level and SUSE Linux Service Pack updates
Basic to Intermediate Networking Skills to include: Switches (BNT, SCM, SAS, Cisco) , TCP/IP, VLAN/bonding (configuration and troubleshooting)
Nice to have but not required would be experience with Retail industry Infrastructure

191

Help Desk Service Analyst Resume Examples & Samples

Provide excellent customer service support to firm associates for core MS Office products or other hardware and software issues of low complexity. Resolve issues in accordance with HelpDesk Procedures
Provide on-site issue resolution of hardware and software issues of low complexity in assigned offices
Act as the IT liaison between firm associates and other support staff in the process of issue resolution for escalated issues
Acquire and maintain knowledge of firm systems and support policies and procedures
Record all actions, communications, and resolutions for issues being investigated in appropriate systems according to firm policies and procedures
Escalate complex hardware and software issues per HelpDesk policy
Provide on-call support outside of normal business hours for firm associates hardware and software issues on a rotating schedule with other Service Analysts
Review and maintain Help Desk documentation and knowledge base as directed or indicated according to firm policies and procedures
Review and recommend improvements to service support procedures
Participate in IT projects as directed
Requires a High School Diploma or an equivalent combination of education and experience
An Associate Degree in Information Technology would be preferred
Prior computer system experience including Windows Operating System and knowledge of Microsoft Office products
Hardware maintenance and repair skills desired
Proficient in Word, Excel, and Outlook
Other: Experience with Power Point preferred

192

Help Desk Resume Examples & Samples

Emphasize courtesy, clarity, and accuracy in all communications with customers and others in IS
Triage incidents and service requests in a professional manner via approved tools
Troubleshoot the caller/requestor's issue and resolve upon first contact when appropriate
Accurately record and document relevant details of the issue or service request, in order to triage to the correct resource or fulfillment team

193

Help Desk Resume Examples & Samples

Excellent attitude with a strong desire to learn
Proactive, fun, friendly, self-starting personality
Extreme reliability, punctuality and flexibility to cover for peers when needed
Someone who makes you smile
Accurate and precise organization and documentation skills
Excellent team work and strong desire to help your coworkers

194

Help Desk / Technical Associate Resume Examples & Samples

A+ certification (Would Be Nice)
Time Management
Works well as part of a team-Demonstrates a general technical aptitude
Receives coaching in an open manner
Demonstrates good oral and written communication skills
Learns technical topics in an effective manner
Demonstrates solid time management skills
Has solid customer service skills
Follows standard operation processes
Follows role requirements and accurate time recording
Has ability to lift and move objects weighing up to 50 pounds
Some overtime and weekend work

195

Help Desk Resume Examples & Samples

1-2 years of technical help desk experience
Ability to troubleshoot and resolve basic software and hardware problems
Must possess strong interpersonal, organizational, and documentation skills
A+ Certification is preferred

196

Oracle Financial Help Desk Accountant Resume Examples & Samples

Bachelor's Degree in Accounting, Business Administration, Technology or equivalent major
2 years of accounting experience
Basic accounting principles knowledge
Experience with Enterprise Resource Planning (ERP) systems, especially Oracle Financials
Proficiency with Microsoft Office programs, especially MS Excel (pivot tables, V-lookups, analysis)
Fluency in both written and spoken English
Availability to work at least one Saturday a month for weekly / monthly processing

197

Help Desk Resume Examples & Samples

Provide superior customer service when addressing corporate and retail store technical issues
Escalate more complex or urgent matters to appropriate resource
Conducts follow-up calls to customers to close out requests
1-2 years related experience and/or technical training; or equivalent combination of education and related experience
Knowledge of help desk support and familiarity with help desk software including ticketing systems
Understands, through direct experience, basic retail operations including cabling; payment systems; label and form printers

198

Help Desk Associate Resume Examples & Samples

Associate's Degree in Computer Science, Information Systems, etc. or equivalent work experience
Technical training certifications preferred
Knowledge of Windows/Macintosh operating systems and ability to troubleshoot issues and demonstrate problem solving techniques for local and remote users
Self-motivated and strong analytical / problem solving skills
Ability to collaborate at all levels of the organization and across other functional areas.EEO/AA/M/F/Veteran/Disabled

199

Help Desk Engineer Resume Examples & Samples

Monitor, update and maintain tickets in defined ticketing system
Candidate will need 3+ years of experience working in a technical support desk environment supporting end users
Proactive attitude and proven ability to provide courteous and professional service
Office 365 experience preferred
Experience with Remote Desktop troubleshooting and issue resolution
3+ years of experience in implementing, troubleshooting and supporting end user technologies & services in medium to large sized environments
3+ years of Windows OS administration, configuration and troubleshooting experience
Microsoft Intune or equivalent MDM experience with managing mobile devices, configuring mobile policies and deploying mobile applications
Demonstrated knowledge of key technologies including Enterprise Mobility, Office 365, Collaboration, Messaging, Video Conference equipment and Unified communication
3+ years of Technical Service Desk Experience

200

Comp Ops / Help Desk Apprentice Resume Examples & Samples

Assist senior personnel in incident management and documentation which includes call and problem handling/escalation (accurately collect, analyze information, and escalate). 60% of the time at the Help Desk
Prioritize and handle multiple tasks, pay close attention to detail
Assist the support of Tier 1 network, mainframe and client server application monitoring and/or escalation to ensure 24x7 availability
Team environment with situations involving minimal decision making
Candidate must have the ability to prioritize tasks, handle multiple tasks and pay close attention to detail
Must have the ability to learn a computer operations job through on-the-job training and computerized course work
This is a 3 or 4 day, 8 hour day or night time shift. The position requires flexibility to work weekends and holidays as required

201

Help Desk Team Lead Resume Examples & Samples

Three or more years of related technical and managerial experience in a help desk environment supporting Desktop, Wide Area Network, Local Area Network equipment and other crucial functions like new and upgraded software and hardware
Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proven track record of completing tasks and maintaining project schedule
Ability to manage multiple high priority initiatives in a fast paced highly technical environment
Bachelor’s degree or higher education degree
Eight or more years of related technical and managerial experience in a help desk environment supporting Desktop, Wide Area Network, Local Area Network equipment and other crucial functions like new and upgraded software and hardware (list of software and hardware below)
Dell laptops and Desktops
Microsoft O/S 2007
Lexmark Local Printers
Microsoft Office Professional Suites 2010
HP and Xerox Network Printers
Internet Explorer 11 & Mozilla Firefox
Fujitsu fi-5220, fi-6230 Flatbed Scanners
Oracle Siebel 8.1.1 14 Patchset 6 CRM Public Sector
Symbol Handheld scanners
Printer drivers HP & Cannon network printers
Barcode Logics RF Wireless Scanners
Print drivers for Lexmark local printers
Microsoft Outlook 2010
Adobe Flash Player
Adobe Reader
McAfee Antivirus software
Cisco Jabber
FileZilla FTP
WinZip 19.0
HyperSnap
Microsoft Visio Viewer
Microsoft Silverlight
Windows Media Player
Apple QuickTime
WordPerfect
F5 VPN
Micro Express
Cyberlink PowerDVD
In addition to the standard software the following COTS applications are used
Adobe Acrobat Professional XI
Oracle Version 11.2.0.3
MacBook Pro Notebook and Mac Desktops
Mac OS X 10.5.8; Mac OS X 10.6.8; Mac OS X 10.7.5; Mac OS X 10.7.4; and Mac OS X 10.9.5
Help Desk/IT Services

202

Help Desk Resume Examples & Samples

IT Support
PC Tech
PC Repair

203

Help Desk / Videoconferencing Administrator Resume Examples & Samples

Resolving day-to-day help desk issues
Identifies researches and resolves technical problems
Daily operational support and coordination for all videoconferencing/telepresence services throughout the Amicus Therapeutics Inc
Maintain knowledge of and establish video/conferencing standards
Ensure conferences are set up correctly before meetings and connected on time
Monitor and attend meetings as needed
Train end users on the appropriate use of the equipment
Conduct weekly conference room tests to ensure equipment is working properly
Provide ongoing maintenance and coordinate with vendor services at all locations
Stay abreast of new state-of-the-art videoconferencing equipment for future needs
Assist with other audio-visual needs and meeting support throughout the Amicus Therapeutics
Experience with configuring and supporting Skype for Business
Experience with configuring and supporting BlueJeans videoconferencing
Experience with configuration of Outlook/Exchange; Able to solve Outlook configuration issues such as permissions, calendars sharing, emails and data migration
Install all new hardware, systems, and software
Install, configure and maintain network services, equipment, and devices
Manage user accounts, permissions, email, AV, anti-spam, anti-malware, etc
Manage Smartphones devices
Proficient in the Windows Operating environments for Windows 2008/2012 servers and Windows XP/7 workstation systems
Experienced supporting Microsoft Office 2013
Excellent analytical and problem-solving skills to troubleshoot systems problems
Excellent communication skills to communicate with support personnel, customers, and managers

204

Help Desk Resume Examples & Samples

Answering 25-35 technical phone calls daily in regards to issues related to email, desktop, hardware, printers, banking applications, etc.)
Logging tickets
Resolving issues
Escalating situation when necessary
Closing tickets
Interacting with internal bank clients in this role
2-3 years of help desk experience
Experience resolving issues in relation to email (Outlook), mobile devices (Blackberry & iOS), laptops, printers, applications, hardware, Windows 7, and desktops)
Dameware
Desktop imaging experience
A+ or MCSE certification

205

Analyst Operations / Help Desk Resume Examples & Samples

2+ years Help Desk experience
2+ years troubleshooting experience with Network and Desktop environments
Knowledge and/or experience with internal server/mainframe applications such as: Shares, QIK, MAPPER, IBM/TSO/TPX, and SCEPTRE

206

Accounts Payable Help Desk Auditor Resume Examples & Samples

High School Diploma and minimum 1 year of Finance related experience
Experience working in an Accounts Payable role
Experience working with Microsoft Office products, specifically Excel
A Bachelor's degree in Accounting, Finance, or Business

207

Help Desk Resume Examples & Samples

Ability to trouble shoot office suite is the main skill set for this person. The rest can be taught
Experience working on an enterprise desk supporting over 300 employees is preferred
Performs first-level core troubleshooting on hardware/software systems problems; answers questions, provides technical solutions, and follows up to assist users in solving their information systems problems in a continuous user-support environment
Associate degree in a technical or computer related field of study, or equivalent related experience
Help desk or customer support environment supporting various hardware, software and personal computer tools (1 year)
Retail Point of Sale systems and or computing systems (1 year) Required Knowledge, Skills and Abilities
Ability to work with users of various levels of computer knowledge

208

IT Help Desk Resume Examples & Samples

3-5 years desktop support experience
Demonstrated ability to multi-task
Familiarity with Database System
Associates Degree

209

Co-op Internship Help Desk Resume Examples & Samples

Enter all cases into the Salesforce ticketing system insuring accurate and complete information is in each case, route cases to the appropriate queues
Communicate effectively with users to determine and resolve common problems and requests in compliance with established service level agreements
Act as a liaison between the end-user community and the IT staff, including escalation of cases to 2nd level support and feedback to the users
As required, assist in desktop support activities (installations, moves/adds/changes, software installation, and some trouble shooting
Will assist in creating Excel spreadsheets and graphs for group metrics and the documentation of draft Help Desk policies and procedures
This position requires that individual participate in on-call rotation with a laptop and cell phone. Undertake virtually any other task that may be necessary to create an outstanding environment for the growth of a value-driven company
Qualified candidates must be currently attending school, pursuing either Bachelor's or Master's degree
This position requires 20 hours per week at Aspect’s Phoenix office

210

Help Desk Associate Resume Examples & Samples

Learn and develop the troubleshooting and resolution skills required to address hardware and software problems on computer systems and other supported hardware (mobile devices, phones, voicemail, projectors, etc.)
Perform consistent follow-up with users to ensure complete resolution and user satisfaction
Learn the Bain image and PC configuration and testing process to build and deploy notebook and desktop computers
Develop the skills required to support the varied Audio-Visual equipment your local office and in the other offices across the local region (Projectors, Videoconference Units etc)
Use Active Directory and other Bain tools to create and manage user accounts and set permissions
Develop best practices in the IT environment through experience sharing across the TSG staff in the other offices across the region and globally
Learn to coordinate off-site repairs with external vendors
Participate in Global projects on a requested and volunteer basis
Provide off-hours, weekend and holiday coverage as needed
Excellent customer service skills are paramount to success in this position

211

Help Desk Resume Examples & Samples

Resolves basic software/hardware matters of significance pertaining to networking connectivity issues, printers, servers, and applications to meet business needs
Performs basic troubleshooting to isolate and diagnose common system problems; documents system events to ensure continuous functioning
Upgrades routine system software and hardware components as required to meet business needs. Uses prescribed protocols and procedures to ensure upgrades are occurring in accordance with established parameters
Upgrades and configures basic system files and services to enhance performance
1+ years of experience with computer systems or networking
Communication skills for communicating with support personnel, customers, and managers

212

Senior Help Desk Supp Specialist Resume Examples & Samples

Reset/re-enable of Visa Online passwords of existing single users or high risk applications based on existing criteria while validating profile information
Entitle users on to the multiple build in VOL applications/subscriptions, ensuring credentials and permissions are granted by the correct application's owner. These request may be single user or bulk request received via email or the VEM tool
Enrollment of new users on to the VOL web based tool, reviewing, requesting missing and updating any necessary information in the user's profile based on defined access control guidelines
Provide first level technical support to troubleshoot, analyze and resolve applications access and usage issues
Perform off boarding profile deletions for clients as well as Visa staff while providing a high level of privacy
Perform similar access control support functions as in VOL for specialized services (IFD, Visa Risk, ICS/PCS Direct)
Work directly with clients and application's owners on issue resolution
Support customer initiatives and escalates issues to the correct point if contact
Take initiative to escalate any issues challenging client satisfaction or service targets
Communicate verbally and in writing with clients, multiple application owners, business office development groups and other stake holders
Educate clients on all supported product and software applications, usage, and functionality; ensuring client understands best practices
Manage phone hotlines, assigned regular and specialized email requests, and requests on the VOL web based application to ensure that support service levels are met and/or exceeded
Leverages on a CRM tool to track daily work and other related services
Responsible for the distribution of work to others and its own work assignments
Assist in compiling data for reports as requested
Work on projects that require some level of expertise

213

Co-op Help Desk Resume Examples & Samples

Provide 1st level telephone support for standard applications and basic network administration to internal customers
Participate on selected projects aimed at optimizing the IT process and increasing the quality of service provided to our customers
Resolve 40% - 60% of problems directly with the client via remote control software, account management and other tools
Participate as an active member of the Help Desk team
Provide reports and updates to the Help Desk Team Leader on a regular basis
Will be responsible for contributing to the documentation of a new hire training guide
Previous experience in an IT Help Desk or Technical Support function preferred
This position requires 20 hours per week at Aspect’s Chelmsford office
This employer will not sponsor applicants for work visas
Only local candidates will be considered, relocation assistance will not be provided
Physical requirements include sitting for long periods of time

214

Help Desk Service Specialist Resume Examples & Samples

Assist technical staff and end-users with the replacement of desktop and notebook computers; this service will require the transfer of locally-stored data files, if any, to the user’s OneDrive for Business account in Office 365, as well as the transfer of the user’s system settings from the old to the new computer
Manage service desk tickets from initiation through completion or assignment to colleagues; track progress, keep record of issue/request resolutions, etc
Install software and peripheral computer equipment; hardware, printers, and monitors
Assist technical staff with the transfer of data files from obsolete servers to new platforms, including SharePoint online, OneDrive for Business, and new Windows Server systems, as instructed by the Deputy Director
Manage equipment and inventory; tag new assets, install and image new equipment for deployment, and remove all proprietary data prior to surplus
Provide general administrative support
Accredited Associates degree in Information Technology and two (2) years of help desk, technical support, or related experience; OR accredited Bachelor’s degree and one (1) year of experience. Plus, a CompTIA A+ certification, or equivalent
Windows Server – intermediate level of proficiency, or higher, is required
Windows 7/8/10 – intermediate level of proficiency, or higher, is required
SharePoint, OneDrive for Business, and Office 365 – beginner level of proficiency, or higher, is desired but not required
PowerShell script development is desired but not required
Ability to lift and carry items weighing up to 50 pounds

215

Help Desk-monitor Resume Examples & Samples

Solid communication skills (verbal, written, listening)
Sound customer service skills
Intermediate level computer skills: Microsoft Suite, SharePoint, OneNote, Lync SoftPhone

216

Help Desk Resume Examples & Samples

Providing a high level of customer service to internal employees and end users
Provide first level support for IT relating to desktop technologies, hardware, software, networking, etc
Handle IT installations for all end users
Escalate complex issues to Tier 2 as appropriate
Ensuring all issues are logged in ITSM ticketing tool and maintaining/adding to existing documentation
Maintain relationships with third-party vendors
Experience supporting both computer hardware and software

217

Secret Cleared Help Desk Tier-iii Technician Resume Examples & Samples

1-2 years of experience on a HD- ideally in an enterprise environment
Ability to resolve general hardware and software problems with customers having little or no background in computers
Ability to conduct component level diagnostics
Ability to maintain documentation for procedures and processes, as well as, maintenance logs and equipment databases
Extensive experience in Microsoft based platforms (Windows XP, Windows 7, Microsoft Office Suite, Etc.)
Significant understanding of Active Directory (Account Management, Organizational Units, Mailbox Management, Exchange features)
Significant experience in understanding of Network, LAN, VLAN (troubleshooting and setting up printers on network, identifying network versus local based issues)
Able to lead and manage projects (coordinating with other branches of IT, team player

218

Help Desk Associate Resume Examples & Samples

Properly enter all calls into the helpdesk system Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed Service Level Agreement parameters. Ability to use remote desktop applications in order to troubleshoot end user PC related problems
Ability to resolve standard documented problems with minimal assistance
Able to demonstrate proficiency with Helpdesk tools, Microsoft operating systems, MS Office applications and anti-virus software, and communications technology devices
Knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications, etc.)
Strong organizational skills and ability to attend to details
Education Minimum: High School Diploma or equivalent No less than one entry level certification (A+, N+, or OEM vendor certification)

219

Help Desk Associate Resume Examples & Samples

You have the ability to work in a fast-paced, team environment
You possess strong communication skills
You demonstrate a positive customer service attitude coupled with the ability to manage multiple client engagements
You are self-motivated and an efficient problem solver
0-3 years of relevant professional experience in a support/helpdesk position
Knowledge of Microsoft Office (including Outlook)

220

Help Desk Team Lead Resume Examples & Samples

Responsible for the day to day management and performance of the End User Desk-Side Support Team
Responsible for staff scheduling to ensure coverage meets defined hours of business
Will monitor and assist with managing partners (vendors) in the day to day delivery of IT services this includes support processes and procedures as required
Will monitor, track and report on key performance metrics
Will Manage and maintain the incident and service management (ITIL) process
Provides timely communication and updates to all stakeholders for major incidents
Actively manage business expectations and escalations and proactively act to identify and action issues before they become complaints/escalations
To develop and maintain documentation and standards to ensure a consistent and effective means of support is provided on day to day basis
Assist the Client Services Manager with performance reviews and team objectives relative to defined KPIs (SLA’s)
Work with the Client Services Manager for assigned projects and other duties as assigned
Previous experience (5-7 yrs) in a support function working in an IT operations role
Trained in basic computer administration obtained through completion of technical vocational training or equivalent combination of experience and education; normally requires Bachelor’s Degree of computer sciences or similar
Experience and knowledge of with ITIL and ITSM with certification
Ability to communicate effectively both orally and in writing (English; French is an asset)
Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction

221

Tier Help Desk Resume Examples & Samples

(2) years working on a Service Desk
Ability to meet critical timelines in a rapidly changing environment
Must be willing to work at the companies office locations in San Antonio and Regional Offices as required
Address user questions
Document lessons learned and provide a written report of same
Provide support in accordance with Standard Operating Procedures (SOP's)

222

Level Help Desk Resume Examples & Samples

Maintain, troubleshoot, administer, manage user accounts on Microsoft Active Directory System
Maintain, troubleshoot, administer, manage user accounts on Microsoft Exchange including Exchange mail stores
Maintain, troubleshoot, administer, manage user accounts on other enterprise applications and systems as assigned
Follow Incident and Request Management process for account administration
Document issues and troubleshooting steps in Incident Management system and knowledge base
Assist other Access Administrators as needed
Resolve Service Desk tickets as assigned
Provide end-user training as appropriate
Field incoming access requests from end users via ticketing tool, telephone and e-mail in a courteous manner
Assist in cross training & documentation within immediate support team
Actively seek opportunities for service improvement, recognizing the needs and expectations of our clients
Provide knowledge transfer and mentoring of other team members when required
Prioritize and schedule access requests
University Degree or College Diploma in a computer related field or equivalent work experience
ITIL Foundations certification preferred
Extensive knowledge of Microsoft Exchange and Active Directory
Microsoft or other widely recognized technology certifications
Experience in a health related field is an asset
Multiple years of Microsoft Active Directory 2003 / 2007 or newer administration experience
Multiple years of Microsoft Exchange 2007 / 2010 / 2013 or newer administration experience
Experience with MIS dictionary within Meditech
Experience with other Health Care applications an asset
Proficiency in Windows 7 and all MS Office products

223

Help Desk Representative Resume Examples & Samples

Builds rapport and leverages customer relationships with existing and potential borrowers with the goal of meeting customer needs and exceeding their expectations
Analyze customers' financial situations and provide the appropriate solution by advising customers as to the appropriate loan product for them
Excel in a fast paced environment with the ability to multitask and follow up with multiple customer and work on multiple files each and every day
Accept multiple live, qualified inbound leads daily
Lock loans at point of sale, request initial documents from the customer, and submit an initial, paperless loan package to production staff
Structure and price loans accurately
2+ years' full time refinance loan origination experience; call center environment preferred
Strong desire to succeed in a sales environment and be a top producer
Ability to correctly and accurately structure and price loans
Complete knowledge of conventional and government loan programs (purchase and refinance)
Current CA DBO and NMLS license
Four or more additional state NMLS licenses preferred
Excellent communication and relationship skills
Self-motivated, self-starting professional
Detail oriented with strong organizational and follow through skills
Truly independent mortgage sales professional
Bilingual; ability to read, write and speak Spanish is a plus but not required
Two or more recent years' full time loan origination experience, preferably in a call center environment
Minimum of four approved state licenses through the NMLS

224

Analyst, Help Desk Resume Examples & Samples

Provide end user support and monitor, track, and resolve trouble calls
Install PC hardware and software as needed on desktop computer systems
Identify and research issues, evaluate and recommend solutions, and coordinate IS staff to effect change
Identify opportunities for operational improvements through improved manual processes, information systems or both
May be required to guide, train, or coordinate activities of other staff.. Performs other duties as assigned

225

Help Desk Associate Resume Examples & Samples

Provide technical customer service to various users, answer questions and resolve issues over the phone or via remote desktop access
Perform first line support, troubleshoot, diagnose and resolve Network, System, Desktop, and User issues (i.e. password resets, access and application issues, user accounts, active directory, etc)
Open, track and escalate requests via Helpdesk System; follow up and ensure resolution within specified timeframes
Partner with various vendors, system administrators, and senior associates to ensure resolution to escalated technical issues
Position has high level systems access and ability to remote into computers
Position does not affect general ledger, wire transfer or cash
High School Diploma or equivalent required; Associate’s Degree in Information Technology or related field a plus
Minimum 1 year of Helpdesk or related technical assistance experience required
Knowledge of Windows, Remote Desktop Protocol (RDP), Microsoft Office, PC, Laptop, Blackberry, and Active Directory
Customer service oriented with strong interpersonal skills; able to respond promptly to client needs, follow through and resolve issues in a pleasant and helpful manner
Ability to communicate well with technical and non-technical audiences
Team player with a positive can-do attitude; good time management skills, able to prioritize, multi-task and meet deadlines

226

Help Desk-it Resume Examples & Samples

Driving to different sites and offices will be required occasionally
Provide remote technical support on a help desk and training on a company-wide basis to all levels of users. This includes trouble ticket resolution, development of user applications, and on-site training/assistance for workstations
Load base images, install 3rd party software, and deploy computers
Report and research solutions to issues, create installation procedures, following-up with customers, and making sure escalations are made (when needed)
Support, LAN connected, Windows/UNIX client workstations and application software (Internet, Email, Word, Excel, Access, Outlook, PowerPoint, McAfee)
Utilize Microsoft SMS (Systems Management Server) to inventory, deploy, and manage software applications
LAN administration

227

IT Help Desk Resume Examples & Samples

Record support incidents and requests in our ServiceNow service management system, monitor and manage the Service Desk ticket queue and document solutions using our knowledge management system
Escalate “high-priority” tickets as needed
Maintain a high degree of customer service for all support requests
Perform special projects as assigned/required
Maintain updated knowledge on computer hardware and software
Excellent telephone soft skills
Good analytical and troubleshooting skills are required
Strong knowledge of Microsoft based operating systems, Mac OS operating systems and suites
Able to read and understand manuals pertaining to operations of computer hardware and software
Familiarity with search engines advance usage and using them to solve obscure issues
Professional certifications a plus (Windows 7, Microsoft Desktop Support, ITIL)
Professional certifications desired (CompTIA A+, Microsoft Certified Desktop Support, ITIL, etc.)

228

Help Desk Tier Resume Examples & Samples

Able to work independently as well as be a team player
Individual must be customer focused and have a sense of urgency
Excellent computer and written/verbal communications skills
Be intuitive, have great follow through skills as well as Hardware/software troubleshooting abilities
Must be able to deal effectively with all types of internal/external customers
This position is located in Lexington, KY
1-2 years of customer service and technical support in a call center environment
Technical support experience
Bachelor of Science (BS)

229

Help Desk Resume Examples & Samples

Triage incidents and service requests in a professional manner via approved tools (ITSM, Service Catalog, etc.)
Review employee-self-service submissions for completeness and clarity - gather additional detail when needed prior to routing to resource teams
Escalate issues as needed to peers, leaders, and other IS teams per established guidelines
Notifies peers, leaders when he/she needs assistance, additional clarity, or guidance
Provides constructive feedback on IS or Service Desk processes
Leverage internal resources (knowledge base, team sites) to efficiently route or resolve issues
Respond to end-user inquiries regarding the status of incidents or requests
Competent in 1 or more service markets (CA, OR, Swedish, Western WA, Eastern WA, Montana, Alaska, Community Connect, Epic, MyChart/MyProv)

230

Associate, Help Desk Resume Examples & Samples

Provide clients assistance with technical inquires primarily over the phone
Participate in the preparation of procedure manuals, technical documentation, disaster recovery documentation, and end-user documents
Participate in the testing of proprietary and/or supported software, as necessary
Fundamental understanding of IT including workstation software and hardware information
Demonstrated ability to work effectively under stressful situations and help resolve client issues with effective communication; Professional business communication skills
Ability to work an eight-hour shift between the hours of 5:00 a.m. and 8:00 p.m

231

Senior Help Desk Associate Resume Examples & Samples

Provides Customer Service
Represents the company in a customer support role and is responsible for onsite customer satisfaction with equipment and servicing as well as remote support to Kratos offices nationwide
Performs customer support activities involving the installation, modification, and repair of equipment and systems
Refer service outages to IT management
Supports contractual obligations and specified ISO, CMMI, ITIL, Earned Value or other quality/financial control processes
Infrastructure Support
Research, design, develop, test, and oversee the installation of hardware and supervise its fabrication and installation
Supports identification of hardware problems and problem resolution, preparation of engineering plans and technical documentation and may participate in configuration management activities
Responsible for evaluating current systems and making recommendations on ways to optimize
Maintain, monitor and troubleshoot Windows server environments
Maintain, monitor and troubleshoot network based services: File and Print services, Email, Active Directory, DHCP/DNS/WINS
Works with Project Teams to plan large scale systems projects through vendor comparison and cost studies
Conducts on-site installation of equipment and follows established testing procedures to ensure proper working order
Administrative activities
Properly document and track incidents, requests and changes using the online ticketing system
Create new user accounts, update AD accounts when needed
Generate purchase requisitions when necessary
Provide and maintain documentation of backup processes and retention periods
Prepare and maintain written documentation of local site server and application environments
Organization and Time Management
Ability to prioritize multiple tasks and work independently with limited supervision
Ability to meet deadlines and complete projects in a timely manner
Strong working knowledge of Microsoft server, Microsoft Active Directory
Working knowledge of Server and PC operating systems - such as Windows 2008 and 2012, Windows 7 and 8
Working knowledge of PC/LAN application software including word processing (MS Word), spreadsheets (MS Excel) and E-Mail (MS Outlook)
Ability to interface with technical and engineering personnel in order to discuss technical issues pertaining to problems, purchases or technical specifications
Bachelor degree in IT, Engineering or related field (preferred)
Minimum of Five (5) or more years of experience with hardware engineering within an enterprise IT environment
Minimum of Five (5) years experience testing solutions for interoperability within an enterprise IT environment
Good interpersonal skills to interact with management and team members

232

Help Desk Resume Examples & Samples

3+ years of experience with Active Directory -account set up (unlock, password reset, and move items around)
Enterprise help desk experience
3+ years experience with Windows 7, Office 2010, strong Outlook-2010

233

Help Desk Engineer Resume Examples & Samples

Process first level phone contact, email and personnel requests for technical support within established Service Level time frames (SLA’s)
Troubleshoot and resolve technical issues related to desktop laptops, laser & label printers, mobile, Exchange, MAC OSX, PCs, general software/hardware installation and a variety of in-house applications, utilizing a ticketing system and remote access application
Escalate issues to higher level teams when unable to provide First Call Resolutions (FCR’s)
Maintain service integrity by monitoring open tickets and keeping them consistently updated
Must be available to work outside of normal working hours or on-call within rotation, as needed
Help Desk/Service Desk experience in IT support, with a broad background in a variety of roles such as a Help Desk Agent/Technician
Demonstrated expertise in IT support in retail or field-based environments a plus

234

Senior Help Desk Supp Specialist Resume Examples & Samples

Processes urgent requests for password and session resets to minimize system down-time for GCCS CSR population
Provides level 1 triage for GCCS workstations and applications, to diagnose issues, detect patterns of impact, and ensure validity of complaints
Works closely with GCCS management and IT to effectively communicate the day's issues, troubleshooting efforts, and ticket statuses
Supports regularly scheduled technology projects, including application testing, both pre and post deployment
Manages severity incidents (application outages, network failure, etc…) with IT support teams and regularly informs impacted lines of business and senior management
Assist enforcement of Business Continuity Plans related to catastrophic IT failures, security alerts, or weather events
Responsible for administering multiple call center applications to support call routing (Genesys), call recording (NICE), and user permissions (Siebel, VSAFE, various vendor applications)
Manages call center staff on-boarding and off-boarding, and maintains responsibility for access controls
Ascertains compliance controls for GCCS systems, including regularly auditing AD groups and validating privileged access
Accountable for resolving IT and infrastructure complaints and requests via phone, email, walk up, and instant message
Minimum of one year experience with general call center technical and/or operations support
Minimum of one year in a GCCS call center environment preferred
Advanced knowledge of ticketing systems related to technical support preferred
Need solid PC skills in a Windows environment. Familiarity with Microsoft Office and Excel is strongly recommended
Must be able to manage multiple service requests with strict time limits
Needs ability to make quick decisions based on internal client needs
Must be accurate, well organized, and detail-oriented
Ability to work as part of a high-performing team
Responsible for additional duties as needed in support of the GCCS Call Centers

235

Help Desk Resume Examples & Samples

Successfully resolve simple to moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems. Respond to service, product, and customer-relations questions on timesheet status. Begin to proactively assist customers to avoid or reduce problem occurrence
Work is often reviewed by Supervisor or Team Lead
Articulate in excellent written and verbal communication skills
Technical troubleshooting with timecards for the providers
Excellent fluency in language to be supported ENGLISH/CHINESE
Experience in a phone based remote role, support, e-chat, or similar

236

Help Desk Team Leader Resume Examples & Samples

Manage day to day Operational and Administrative Tasks
Minimum 1 year leadership or supervisory experience in a fast-paced customer-centric environment
Proficient at MS Outlook, Word and Excel
Effective feedback, coaching, mentoring skills
Ability to promote reliability and dependability of Team Members
Ability to motivate and coach Team Members towards achieving performance targets
Must be able to multi-task, troubleshoot and thrive in a high paced and highly challenging environment
Ability to balance Account and IBM requirements as well as end result client expectations
Ability to work a flexible schedule that may include weekends & holidays, as needed
Ability to work overtime as needed Motivate a team of Employee Partners to achieve performance targets
Monitor and track achievements against performance targets
Provide regular feedback on team and individual performance

237

Help Desk Anst Resume Examples & Samples

Plans, designs, develops new system architecture. Maintains existing Windows IT systems
Uses automated tools and scripts to improve efficiency and accuracy
Business process analysis and system requirements development
Monitors application status; support application event triage, monitoring, tracking, and correlation and event characterization and escalation, work with vendors as needed for event resolution. Follows up with customer to ensure issue has been resolved
Provides technical assistance, training and system documentation for users to promote efficient operation of applications
Experience with Windows operating systems and concepts
Familiarity with documenting system functionality, source control systems and configuration/change management practices
Virtualization (VMware) and cloud architectures (AWS)
Windows and/or Linux OS level server experience
Network routing and switching, load balancers, and firewalls
Standards compliance and information assurance, including ITAR, CCA, FedRAMP, DIACAP, RMF, ITIL, CMMI
Quality Assurance
Prior experience training, coaching and working directly with end users

238

Help Desk Resume Examples & Samples

You must be able to maintain focus while dealing with a crisis situation
You need to be able to prioritize tasks effectively when dealing with multiple issues
You need superior English language communication skills with a focus on providing customer service excellence
You must have strong analytical and decision making skills

239

Help Desk Level Technician Resume Examples & Samples

The Help Desk Support Specialist primary responsibility is to provide Tier I and II support to the company’s end-user community
This specialist role ensures that the company’s end-users can accomplish any business computing tasks
This includes actively resolving escalated end user help requests within established SLAs
Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual provide support using remote control software over the phone at multiple facilities and/or in-person, hands-on help at the desktop level
Fluent English and strong written and oral communication language skills
Knowledge of advanced computer hardware, including desktops/laptops/tablets, mobile phones, printers/copiers (TEC, HP, Zebra, Canon, Ricoh, etc)
Experience with desktop applications, desktop operating systems and server operating systems, including Microsoft Outlook, Microsoft Office Suite, and Microsoft Exchange, Microsoft Terminal Services (RDP), MDM (AirWatch) and Video Surveillance Systems
Knowledgeable in managing and supporting antivirus system
Industry certification (e.g. MCP, MCDST, A+) preferred
Bachelor’s degree in the Computer Science, Information Systems, or related field preferred and 5 to 8 years related work experience
3 to 5 years equivalent work experience as a Help Desk Technical Specialist (Level I and II)

240

Help Desk Levell Resume Examples & Samples

Responding to incoming help desk inquiries promptly, politely and professionally
Quickly prioritizing and responding to all client calls and emails, identifying problems and providing expedient technical assistance for all computer related issues, including service workstations and other equipment for users through remote support techniques
Diagnose and resolve technical hardware and software issues to user’s satisfaction
Research users questions using available information resources and advise user on appropriate action
Installs new hardware and software for customers utilizing remote management tools
Follow standard help desk procedures like logging all help desk interactions
Redirect problems to appropriate resources
Troubleshoot Hand Held Scanner issues
Demonstrate excellent communication skills
Influencing a positive work environment that fosters team performance through own work and behavior
Will be on call as part of Help Desk rotation at least once in 4 weeks to provide coverage between 6 pm and 6 am on weekdays and 24 hours on weekends and holidays
Assist in hardware rollouts
Talk to vendors to get quotes and create PO’s
Arrive to work punctually when shift starts and login to be online during working hours
5+ years of related technical helpdesk and customer service experience
A+, MCP, and / or MCSE Certifications
Associates degree and/or Bachelor’s degree preferred
Experience with repairing/working with Intermec Hand Held scanners is a plus
Experience with cabling, switches, and routers are a plus
Experience with AS400 is a plus
Strong analytical abilities are required to interact with customers to evaluate work and provide technical assistance
Good interpersonal skills are required to interact with customers and clients and provide technical assistance to resolve problems
Good organizational skills are required to communicate effectively
Ability to establish and maintain effective working relationships with employees, supervisors, officers, carriers and the public
All applicants are subject to criminal background investigation

241

Help Desk Consultant Resume Examples & Samples

Must be able to use a computer keyboard and mouse
Ability to work productively with other members and pro-actively take on fair share of work
Must display ability to work independently and exhibit the initiative to actively work incidents and projects to completion
Professional experience supporting PC and Mac, with support experience for hardware and software problem analysis, diagnostics, and repair; computer imaging; Active Directory and Casper computer object creation and group assignments; customer support and service; Microsoft and Apple OS & applications; iOS and Android email and calendar configuration support; printer support; network troubleshooting
Position frequently requires transport, manipulation, and installation of bulky or heavy equipment
Must be able to lift up to 60 lbs

242

Help Desk / Digital Asset Technician Resume Examples & Samples

Support daily Help Desk operations in a complex environment to resolve issues related to computer systems, software and hardware, network and configuration standards
Troubleshoot and resolve PC/Desktop and related issues in a timely manner to include; remote access, mis-configurations, registry settings, GPO updates, WSUS/patch testing, etc
Create a systemic method to identify, catalog and manage digital assets across multiple domains and windows networked environments, (i.e. IP Address, FQDN, Serial/Tag#, URL, Noun Nomenclature, etc.)
Enforce data security while maintaining DISA and DoD compliance standards
Current CompTIA Sec+ CE certification or an approved DoD 8570-M AT-Level I/II certification
Demonstrable experience supporting Held Desk operations, specifically
Knowledge of basic network architecture, (i.e. Active Directory: Enterprise, Forests, Domains, OUs; FQDN, etc.)ACLs, port switching and common protocols
Working knowledge and/or experience with MS Group Policy and Power Shell
Experience with government off-the-shelf (GOTS) or commercial off-the-shelf (COTS) asset management and lifecycle inventory tools (i.e. PBUSE, SCCM, WiseTrack, etc.)
Experience using a systematic method to catalog digital assets and networked devices using various tracking criteria, (i.e. Asset Tag#, Noun Nomenclature, IP Address, FQDN, URL, etc.)
Other COTS and GOTS inventory management systems
Experience working with System Center Configuration Manager (SCCM) to define a 'Device Collection' and identify windows based objects in an Active Directory domain
Experience conducting Asset Intelligence Synchronization and Active Directory Forest Discovery which identifies IP Address boundaries and assets on a weekly basis (default configuration)
Experience working with Assured Compliance Assessment Solution (ACAS) conducting network discovery scans and creating related queries

243

Tier Help Desk Resume Examples & Samples

(2) years Desktop or systems experience
Must be willing to work at office locations in San Antonio and Regional Offices as required
Must be willing work flexible hours to include day, night, and weekend
File copy functions
Manual installation of software applications

244

Help Desk Associate Resume Examples & Samples

Provide desktop support for 1,200+ users at Signature Bank; answer IT related questions via phone or remote desktop access (i.e. PC, laptop, tokens, systems, scanner, printer)
Diagnose and resolve technical issues related to Active Directory, Desktop, and Systems (i.e. password resets, email, system access, application issues, user accounts, active directory)
Open, track and escalate requests via Helpdesk System; follow up and ensure resolution are provided within specified timeframes
Partner with various IT vendors, system administrators, and senior associates to ensure resolution to escalated technical issues
1 year of related internship or technical support experience strongly preferred; experience with desktops, email, or banking systems preferred
Knowledge of Microsoft Windows, Remote Desktop Protocol (RDP), Microsoft Office, PC, Laptop, Blackberry, and Active Directory a plus
Good team player, friendly, with a positive can-do attitude
Client service oriented and able to respond promptly to client needs; follow through and resolve issues in a pleasant and helpful manner
Strong interpersonal and communication skills (verbal and written); communicate well with technical and non-technical audiences
Able to prioritize, multi-task and meet deadlines
Must be available to work some weekends and holidays as needed
High School Diploma or GED required; College Degree in Information Technology a plus

245

Help Desk IT / Mobility Liaison Resume Examples & Samples

Responsible for implementing and maintaining the effectiveness of the quality system by Knowledge and Skills
Possesses a broad understanding of Sales operational processes and AbbVie Inc commercial business. Possesses a deep understanding of the Project Management Body of Knowledge (PMBOK) including nine knowledge areas (Integration, Scope, Time, Cost, Quality, Human Resources, Communications, Risk and Vendor Management) and is viewed as the subject matter expert in project management
Leve
Leverages knowledge of sales force goals, issues and structure to partner internally or externally with teams to develop and support Field Operations’ strategies and objectives
Continually educates self on the latest trends related to Help Desk operations and project management methodology and keeps abreast of changes in the business
Project/Process Lifecycle
Responsible for managing large cross-functional projects. Will review all project processes and seek ways to improve efficiency and timelines of project processing and deliverables
Utilizes PMBOK methodology for assigned projects
Sets project priorities, develops project plan and manages resource needs
Facilitates communication and key decisions with stakeholders
Oversees initiatives to ensure all key business objectives, goals, deliverables and milestones are met. Responsible for identifying and managing risks, scope, issues and preparing mitigation strategies. Ensure project issues and risks are mitigated and escalated as appropriate
Measure performance to assure the project is progressing as compared to original plan and budget
Communicate project progress by producing project reports to provide timely and accurate project status and updates
BA, BS degree required. Master's degree in business or IT science preferred. BA/BS required to ensure effective understanding and application of business concepts. Successful candidate will have a minimum of 3 years’ experience in project management (including leadership of a significant cross-functional project) and 8 year overall experience in information technology, sales, sales operations, help desk operations, training and/or sample management
Must possess excellent verbal, written and communication skills
Knowledge of pharmaceutical industry, compliance regulations and standards preferred
Able to manage multiple tasks/priorities simultaneously with sense of urgency

246

Associate, Help Desk Resume Examples & Samples

Provide timely and accurate second level Help Desk support and meet set Service Level Agreements for assigned support tickets
Provide assistance to employees via ServiceNow ticket escalation applications, and managing administration tasks
Apply understanding of business terminology and processes to support role
Handle unexpected service outages and serve as weekend and overnight escalation point of contact
Minimum one year of experience in IT help desk application support or service integration experience, preferably within a support center or similar environment
Ability to support complex and diverse applications
Knowledge of ITIL Incident Management and Service Desk processes
Strong verbal/written communication, problem solving, organizational and independent judgment skills to support an environment driven by customer service and team work
Ability to build productive relationships with peers

247

Help Desk Estates Co-ordinator Resume Examples & Samples

To be the first point of telephone contact for Trust staff and IFM employees
To answer, input and allocate service requests (maintenance and domestic) accurately and in a timely manner and direct the appropriate personnel to undertake the tasks
To make decisions regarding service delivery and the priority of work. Where conflicting priorities arise, assess the task and direct staff appropriately within guidelines and protocols
To liaise with employees, supervisors/managers and contractors to ensure work (both reactive and planned) is completed in compliance with SLA requirements
To communicate with service users to ensure they are kept up to date on the progress of their requests
To monitor all Helpdesk service requests and take appropriate action to prevent non-compliant incidents in line with policies and procedures
Ensure that all helpdesk and maintenance records are maintained and available for inspection. Fully maintain and update records and files for all Statutory and Planned Maintenance, including sub-contractor and insurance reports. To bring any shortfalls to the attention of the Estates Manager
To be the first point of telephone contact, as per the absence procedure, for IFM employees who are calling in sick or to report an absence. Ensure the relevant information is taken from the employee and communicated to their manager
Responsible for the jeopardy management of the Planet Management System to achieve the efficient work allocation and execution of task delivered to the client. To report system and equipment faults to the appropriate personnel
Liaise with the relevant managers for the preparation of month end reporting. Produce the necessary reports to substantiate the monthly performance statistics
Provide excellent customer service (internal and external), escalating service issues to the relevant manager where appropriate
To be fully conversant with the Major Incident Procedure
Demonstrate a clear understanding of the operational objectives and SLA requirements of IFM (as appropriate to the role)
Demonstrate a clear understanding of the key issues related to the delivery of an FM service in a National Health environment
Help ensure the requirements of a 24/7 helpdesk service are met by being flexible with shifts, providing cover out of hours as required
Undertake any other reasonable tasks, within training and ability, as deemed necessary by the Helpdesk Manager and Helpdesk Supervisor (Works Control)
You will be expected to offer support and advice to new starters during their training and induction period
Be aware of the business continuity plan for the part of the business you work in
Background in customer service/helpdesk role
Good standard of eduction (GCSE (or equivalent) in Maths and English)
Experience of working in a fast moving environment
Excellent communication skills (both written and verbal)
Ability to work unsupervised or as part of a team
Ability to develop positive cooperative relationships with other groups and departments
Good organisational ability and attention to detail
Able to assess and prioritise work
Good listening skills
Experience of working in a hospital and/or FM environment is desirable
Reliable, flexible, adaptable and innovative
Able to remain calm under pressure
Positive and professional manner and attitude at all times
Self motivated and ability to use own initiative
Knowledge and experience of PPM environment is desirable

248

Help Desk Tech Resume Examples & Samples

Manage technical details associated with day-to-day operations with a focus on Customer satisfaction and proactive solutions
Log and work escalated tickets to completion, involving other team members as required
Install, configure, and maintain desktop and laptop PC’s and peripherals such as printers, and other equipment in a combined office/manufacturing environment
Identify, research, and resolve complex technical problems
Respond to Level 2 telephone calls, emails, and personnel requests for technical support
Troubleshoot hardware/software issues for local and remote users
Create/Maintain active directory users and groups
Manage help desk tickets in a ticketing system
Document daily procedures and activities
Escalate unsolved issues in a timely manner
Connect and configure basic IP manufacturing and network equipment
Maintain Avaya phone systems configurations and users
Work with team members to troubleshoot and resolve LAN/WAN performance, connectivity, and related network issues
Technician must be flexible to work overtime and weekends to provide emergency coverage
Ensure proper I.T. SOX procedures are followed
Follow up on tickets escalated to infrastructure, applications, etc
Periodic travel to other data centers is required
BA or BS College Degree preferred
5 – 10 years PC desktop experience
3 – 5 years of active directory experience
Strong help desk support experience
Solid Microsoft Office 2010 and Outlook support
Anti-virus support experience
Familiarity with a variety of tech support concepts, practices, and procedures
Must have strong communication and professional presentation skills
Excellent verbal and written communication skills including the ability to present in both technical and non-technical terms to all levels of staff
Highest level of integrity, including an ability to preserve sensitive and confidential information and maintain confidentiality
Excellent research, troubleshooting, and problem-solving skills
Ability to handle multiple priorities in a fast-paced environment while maintaining a sense of urgency and a good sense of humor
Must be able to work independently as well as a team player
Experience with the company’s tools a plus: Footprints, Landesk, Windows 7 Professional, Server 2008, Server 2012

249

Help Desk Engineer Resume Examples & Samples

Provide Level-I / Level-II support via phone, email, and onsite support as required
Handle first call resolution while building strong customer relationships
Provide support for Laptops and desktops, setup communication software such as Outlook and Lync
Manage licensing for Email and Instant Messaging applications
Manage Active Directory users and group assignments
Coordinate issues via technical bridges regarding high level outages for internal and external tools used by the remote locations to service customers
Log tickets and requests received via phone, voicemail, Chat, email and will also log information regarding alarms from network and server monitoring tools
Escalate to internal departments as needed and ensure requests are resolved within Service Level Agreements (SLA)
Monitor and respond to alerts generated by various network and server technology tools, solving initially and escalating when necessary
1+ years customer support/help desk related experience in a mid to large size company
1+ years of experience operating in a Network Operations Center (NOC) environment
Strong working knowledge of TCP/IP, DNS, DHCP, FTP and HTTP
MS Windows Clients from Windows XP – Windows 7
Mobile devices such as iPhones and Androids
Solid understanding of MS Office applications
Solid understanding of network environments (Wired and Wireless)
Monitoring solutions such as OpenNMS, What’s Up Gold, or similar technology solution
Experience with CSI, IEX, or call center related software is a plus
Excellent communication (Both written and verbal) skills
Expertise in troubleshooting, performance tuning, and problem resolution
Proven ability to multi-task between operational and project related work efforts
Strong documentation, communication skills, and ability to train others

250

Help Desk Supp Analyst Resume Examples & Samples

Increasing documentation on frequently used products
Creating\Editing functional processes performed by IT HelpDesk agents
Creating\Editing self-service processes for callers or documentation to assist callers which will avoid IT HelpDesk contact

Download Help Desk Resume Sample as Image file

Related Job Titles

Help Desk Specialist Resume Sample

Help Desk Analyst Resume Sample

Help Desk Technician Resume Sample

Deal Desk Analyst Resume Sample

Help Desk Coordinator Resume Sample

Help Desk Manager Resume Sample

Help Desk Administrator Resume Sample

Senior Service Desk Analyst Resume Sample

IT Help Desk Technician Resume Sample

Help Desk Supervisor Resume Sample

Help Desk Agent Resume Sample

IT / Help Desk Resume Sample

Browse More

Help Desk Resume Samples

The Guide To Resume Tailoring

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

Resume Builder

Resume Builder

15 Help Desk resume templates

Read our complete resume writing guides

How to Tailor Your Resume

How to Make a Resume

How to Mention Achievements

Work Experience in Resume

50+ Skills to Put on a Resume

How and Why Put Hobbies

Top 22 Fonts for Your Resume

50 Best Resume Tips

200+ Action Words to Use

Internship Resume

Killer Resume Summary

Write a Resume Objective

What to Put on a Resume

How Long Should a Resume Be

The Best Resume Format

How to List Education

CV vs. Resume: The Difference

Include Contact Information

Resume Format PDF vs Word

How to Write a Student Resume

Help Desk Associate Resume Examples & Samples

Freelance CG & Remote Help Desk Assistant Resume Examples & Samples

Help Desk Operator Resume Examples & Samples

Senior Tier, Help Desk Engineer Resume Examples & Samples

Gti-help Desk Agent, Based Resume Examples & Samples

Team Lead / Help Desk Resume Examples & Samples

IT Help Desk Professional Resume Examples & Samples

Desktop Svcs Help Desk Rep Resume Examples & Samples

Help Desk Associate Resume Examples & Samples

Help Desk Associate Resume Examples & Samples

Virtual Desktop Infrastructure Help Desk Resume Examples & Samples

Medicaid Provider Help Desk Resume Examples & Samples

Help Desk Sca Resume Examples & Samples

Tier Help Desk Resume Examples & Samples

Psc Site Technician / IT Help Desk Resume Examples & Samples

Help Desk Associate Hours Per Week Resume Examples & Samples

Tier Ii Help Desk Engineer Resume Examples & Samples

Help Desk Internship Resume Examples & Samples

Help Desk Lead Resume Examples & Samples

Help Desk Associate Resume Examples & Samples

Help Desk Representative Resume Examples & Samples

Senior Help Desk Supp Specialist Resume Examples & Samples

Direct Hire Help Desk Tech Resume Examples & Samples

Help Desk Representative Resume Examples & Samples

Senior Analyst, Help Desk Resume Examples & Samples

Enterprise Help Desk Lead Resume Examples & Samples

Client Representative Help Desk, Escalation Resume Examples & Samples

Help Desk Engineer for Bloomberg Philanthropies Resume Examples & Samples

Help Desk Level Resume Examples & Samples

Help Desk Resume Examples & Samples

Client Representative Help Desk Escalation Resume Examples & Samples

Help Desk Representative Resume Examples & Samples

Analyst Risk Origins Help Desk Resume Examples & Samples

Senior Manager Risk Origins Help Desk Resume Examples & Samples

Associate, Help Desk-nab Wealth Resume Examples & Samples

Help Desk Resume Examples & Samples

IT Help Desk Representative Resume Examples & Samples

Help Desk Associate Resume Examples & Samples

Supv Enterprise Help Desk, Global Technology Resume Examples & Samples

End User Services Help Desk Resume Examples & Samples

Help Desk Engineer Resume Examples & Samples

Client Representative Help Desk Escalation Resume Examples & Samples

Enterprise Help Desk Lead Resume Examples & Samples

Client Representative Help Desk, Escalation Resume Examples & Samples

Help Desk Representative Resume Examples & Samples

Help Desk Engineer Resume Examples & Samples

Help Desk Techician Resume Examples & Samples

Associate Help Desk / Escalation Resume Examples & Samples

Junior Help Desk Resume Examples & Samples

Help Desk Team Lead Resume Examples & Samples

Help Desk Service Coordinator Resume Examples & Samples

How to Make
a Resume

50 Best
Resume Tips

200+ Action
Words to Use

Internship
Resume