Service Desk Resume Samples

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Guide the recruiter to the conclusion that you are the best candidate for the service 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.

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L Ratke

Lilla

Ratke

75536 Streich Ways

Houston

+1 (555) 516 0088

75536 Streich Ways

Houston

Phone

p +1 (555) 516 0088

Experience Experience

New York, NY

Service Desk

New York, NY

Bednar, Ankunding and Kohler

New York, NY

Service Desk

Respond to requests for assistance at user workstation as well as providing phone and remote desktop support to remote offices/users
Plan and manage changes and improvements
Work with the Market Coordinators to document and communication process changes and improvements
Drive campaign management process enhancements to improve data usage within the organisation
Performing project work as assigned
Manage ticket escalations from the markets/market coordinators
Performs other duties as assigned

Chicago, IL

Service Desk Specialist

Chicago, IL

Bailey, Stracke and Volkman

Chicago, IL

Service Desk Specialist

Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
Provide Tier I contact and incident resolution to customers with hardware, software, and application problems
Working knowledge of windows server and network technologies
Providing technical guidance and support of subordinate positions
Provide polite and friendly customer service
Participate in organizations change management process
Assisting users in IT problem recognition, research, isolation and resolution

present

San Francisco, CA

IT Service Desk Specialist

San Francisco, CA

Beer and Sons

present

San Francisco, CA

IT Service Desk Specialist

present

Work within the defined Incident, Request, Asset, and Change Management processes
Ensure problem root cause analysis is performed in accordance to SAS’ Problem Management Standards
Perform all job related responsibilities with minimal management direction and guidance
Manage support interactions through the IT Service Management System
Performs other duties as assigned by management
Maintain desktop configurations to provide performance monitoring and tuning of systems
Assist Management in gathering information and creating processes, procedures, and policies

Education Education

Bachelor’s Degree in Computer Science

University of California, Berkeley

Bachelor’s Degree in Computer Science

Skills Skills

Ability to work in and contribute to a highly team-oriented environment
Appropriate written communication skills with quality deliverables
Reliable and able to work without close supervision
Highly polished/professional
General network knowledge and ability to troubleshoot connectivity of TCP/IP networking
Excellent organizational skills and ability to prioritize tasks among many competing requests
Knowledge on active directory, domain controllers etc
Familiar with basic network concepts (i.e. TCP/IP, Windows Networking, Ethernet). Analyzing data and drawing appropriate conclusion, and recommending changes
Ability and willingness to work any shift in a 24x7x365, call center environment, and extended hours or modified schedule to support planned activities or emergency situations
Able to work assigned hours in a 24x7 fast paced environment

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Supervisor, Service Desk Resume Examples & Samples

Oversees and monitors Service Desk staff, reporting and daily responsibilities such as email requests, incident management and change to ensure SLA expectations are met or exceeded. Create employee schedules and assigns shifts based on company needs. Evaluate and conduct team member development plans and annual performance appraisals
Assist with ongoing and new hire training of team members. Enforce UO policies and procedures. Responsible for disciplinary/corrective actions in the event of policy or procedure violations
Disseminates new information or tasks assigned to the Service Desk. Ensure that proper documentation of all new tasks are clear and communicated in a timely manner to Service Desk staff
Produce and distribute performance metrics to help monitor and evaluate compliance with current SLAs
May be required to perform all other functions of Service Desk during overflow situations
Ability to multi-task in a fast paced office environment
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
5-7 years experience with PC desktops, networked computer systems, Windows XP and Windows 7 operating systems, Active Directory and Microsoft Office 2003, 2007 and 2010. Preferred knowledge of POS systems, SQL Server, VPN and iSeries
1-2 years experience managing and developing employees, preferably in the customer service or information technology fields

Manager, Service Desk Resume Examples & Samples

Responsible for managing all supervisors and team members, setting work expectations and leadership standards. Offers consistent and timely feedback to supervisors and employees to ensure proper communication and effective professional growth. Manages entire support staff to ensure reporting and daily responsibilities such as email requests, incident management and change, to ensure SLA expectations are met or exceeded and oversees all re requests, incidents and problems.Provide overall leadership to the overall Service Desk strategy. Manage the activities and personnel associated with providing IT Service Desk services to internal and external customers by identifying, prioritizing, and confirming resolution of reported problems with UO systems. Drive constant improvement within Service Desk with service management, metrics, while developing specific efficiency enhancing techniques. Set service targets and metrics and report against those targets
Observes and develops operational functions, job duties and operating procedures to best suit the department and serve the customers. Reviews and adjusts schedules as necessary. Disseminates new information or tasks to Supervisors to ensure appropriate action is taken. Ensure that proper documentation of all new tasks are clear and communicated in a timely manner to Service Desk staff
Ensures supervisors and employees are receiving appropriate feedback and training tools necessary for success, growth and development within the department and company. Motivates Supervisors and employees to receive 100% work time effectiveness and efficiency. Builds relationships within the company that benefit the department and ensure cohesiveness with business partners
Performs administrative duties which include but are not limited to: supervisor evaluations, supervisor developmental plans, management scheduling, review of all employee evaluations prior to submittal, PPA's and counseling’s. Conducts weekly management staff meetings and coordinates employee staff meetings. Coordinates all incentive programs and employee appreciation programs
Strong customer/team interaction skills
Detail oriented and strong Customer Service focus
Ability to multi-task in a fast paced campus environment
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals
Ability to effectively present information and respond to questions from groups of diverse business units, and Executive Leadership
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization or information exists
Knowledge of ITSM systems

Supervisor, Service Desk Resume Examples & Samples

Provides in depth troubleshooting and product knowledge to all technology / end users for their business unit(s)
Provides customized user support for specific business unit(s) and their specific applications
Assists in the development of usage policies and procedures
Provides user and team training
Participates in business continuity planning
Produces and maintains documentation on procedures, policies, and systems
Monitors the performance of the customer service desk team, spotting trends and identifying anomalies for escalation to management
Assesses new technology as it applies to business needs
Acts as a mentor to less experienced staff, explaining relevant procedures and providing technical guidance
Balances workload across the team
May provide input to manager on staff performance relating to technology but does not prepare or deliver reviews
Process Technical Service Administrator requests
Typically requires 5+ years of experience; BA/BS degree desired
Serves as key resource to customer service staff on relevant procedures and technical issues
Demonstrates broad technical knowledge of multiple technologies, or an in-depth knowledge of one technology including its impact on other technologies
Understands and applies knowledge of architectural systems
Learns and applies new and emerging concepts very quickly
Applies technical skills independently and acts as a technical expert in one or more areas
Provides technical coaching to other staff members, assisting them resolve technical issues
Contributes to strategies to apply technology to business needs
Works effectively on a continuing basis with customers to understand and explain business and technical issues
Seen by customers in business unit(s) supported as a key resource in MTS for their technical solutions
Forms productive networks with internal and external customers and the vendor community
Provides technical coaching to help develop the technical and communications skills of more junior staff
May manage moderate to large sized projects
Leads the analysis of vendor proposals, evaluation of build versus buy, formulates the project plan, establish the critical path, coordinate vendors, build and conduct tests, and track project progress
Functions independently with limited work direction. Selects tools and methodologies for projects
Commits to deliverables with customers and/or management

Service Desk Technical Lead Resume Examples & Samples

Establish and maintain a high quality Service Desk
Provide regular reporting on aspects of the work being undertaken
Continually review and improve the working practices and process used within the Service Desk
Ensure that appropriate technical standards and policies are in place, understood and are adhered to by the Service Desk Team
Facilitate Service Desk to meet its service quality targets through improved technical capabilities of the Team which will drive first time fix rates
Facilitating Service Desk to resolving service requests and incidents at first point of contact, ensuring sufficient knowledge and work instructions are provided to ensure escalating to the appropriate team whenever such resolution is not possible
Must be able to work on own initiative as well as work within the team ensuring all Service Desk technical objectives are delivered to the highest standard
To proactively suggest improvements for the incident process to the Incident Manager or other process owners as necessary
To ensure the roles and responsibilities outlined in the Incident Management process are understood and carried out effectively
To actively promote the Technology Service Desk to encourage good practice and process
To liaise with other members of the Technology Service Desk, working closely with peers with regard to Incidents and Service Requests and to maintain general communication lines
To maintain an expert-level of knowledge with regards technology and in particular Dow Jones technical services, standards and policies
Expertise required in one or more of the following
ITIL qualified to V3 Foundation level or Practitioner level
Formal education preferably. Desirable qualification in a technical discipline, demonstrating skills in the understanding, investigation, analysis and presentation of complex information
At least 2 years’ experience in a Service Desk or relevant technology based call center environment
Experience of a senior role in a Service Desk team is desirable
Strong Team Player, excellent communication skills, excellent organizational skills, self-motivated / drive, flexible

Service Desk Team Manager Resume Examples & Samples

People Management – Ability to develop and motivate staff in a way that enables them to fully exploit their potential and deliver excellent customer service
Communication – effective communication and presentation skills using a variety of styles to suit the situation
Broad understanding of service desk technology, it’s uses, shortcomings and futures (not essential)
Relationship management – with colleagues internal and external to IT Service Desk, with customers and external Suppliers
Outstanding and demonstrable customer service skills
The jobholder must maintain a general awareness of the Bank’s products and technologies in order to understand customers needs
As a product/service champion the role holder must have a good knowledge of the particular products/services they are championing
High level of organisational awareness and understanding of how customer service can be maximised through the exploitation of service desk and knowledge management principles

IT Service Desk Intern Resume Examples & Samples

Update user account information in multiple systems
Contact end users to determine their conferencing account needs
Update user names on wireless accounts
Assist with verifying approvals for purchase requests
Perform inventory of hardware items
Routine checks of conference room equipment
Assist with getting various purchasing account information into the vault
Transfer Google doc ownership
Update company Intranet documents
General clerical duties

Service Desk Shared Services Leader Resume Examples & Samples

Directs the efforts of others and provides oversight into all aspects of project delivery - both at the tactical and strategic levels
Manages the hiring, staffing and maintaining of an effective workforce, which includes career development, performance management, and pay management for team members
Responsible for ensuring that all project managers consistently adhere to industry standard project management methodologies
Understands service offerings in detail to aid in formulating and articulating new business opportunities to support internal and external customer’s strategic direction and growth
Communicates and translates all levels of organizational vision/strategy to staff
Responsible for executing and managing functional and business goals for the group including budgetary goals and objectives
Influences individuals regarding issue resolution, problem solving, or championing the project management value proposition
Prepares and presents reports to all levels of leadership and staff
Ensures critical outcomes are met for each project, program and/or portfolio for which they are responsible, or their staff is responsible
Ensures that effective project controls are in place to monitor project performance. Provides effective performance reporting for internal and external customers
Understands the links and dependencies between the projects and other in-flight projects and/or business initiatives
Provides direction and guidance for operations, administration and results for multiple departments within a function or work area
Exercises control over resources, policy formulation and planning
Collaborates with subordinate leadership to set strategy and business objectives
Major influence in the strategic and/or long-term focus for the function
Provides leadership and direction through lower-level leaders
Implements tactical and strategic change through subordinate leaders
Guided by long term objectives and business requirements
Analyzes long-term impact of new or anticipated strategies and decisions
Leads teams to solve abstract problems without precedent
Diagnoses and resolves ambiguous problems
Leads rigorous process and service improvement programs
Responsible for the daily management of a blended team of senior level project and/or program managers including but not limited to: problem solving, and regular communication with management, suppliers/partners, development, and coaching and mentoring of the team
Develops budgets, schedules and performance requirements
A high level of engagement will be expected to support the sales of services
Leads a team that is typically responsible for managing a large-sized portfolio in which the projects are primarily a blended mix of simple, standard, and complex projects with a higher percentage of complex projects
Project timelines within the portfolio may be aggressive with a majority of projects averaging duration of 6 to 30 months, with moderately defined or vague project scope
The portfolio’s span of impact within an organization may be enterprise-wide, and may have deployment that encompasses one to seventy countries, may involve one to thirty stakeholder groups, and may span one to twenty functional disciplines
The effort may be provided with a mix of project delivery resources, adding a higher complexity and greater risk
May have a high level of complexity or variation of the PMO standard services provided according to the contract any may have significant increased risk due to multiple project management-related contractual Service Level Agreements (SLA)
Ability to apply the standard PMO Functional Skills, to the extent necessary, to oversee and manage a senior team and large-sized portfolio
Expert people management skills including team building, performance management, pay management, conflict management, talent management
Demonstrates expert ability to articulate the typical components of an effective project management information system
Demonstrates expert ability to manage project delivery and project portfolio governance
Demonstrates expert ability in PMO management including executing and managing the processes and the interactions used to plan, acquire, assign, develop and manage the resources that operate a PMO Organization
Influencing in a matrixed organization
Inspires others: Foresees a vision of the organization in the future
Network building: Builds a network of experts. Effectively navigates and utilizes network across various business units to orchestrate technical and domain expertise to develop a more effective integrated solution. Raises maturity of project management by leveraging best practices from across project management community both internal and external
Organizational change management: Endorses change, sponsors change initiatives, and searches for other organizations’ best practices to adopt or modify change
Expert at building strong teams
15+ years of relevant project/program experience preferably in IT related field, 20+ years preferred
10+ years of experience leading and managing teams preferably in IT related field, 15+ years preferred
Experience in six sigma preferred

IT Manager, Enterprise Service Desk Resume Examples & Samples

Global 7/24/365, dual-site, bilingual technical support including desktop, BYOD, Remote Access and Blackberry
Application support for the Retail S3, C3 and Leads applications
Access provisioning and data access management
Level 2 desktop and Remote Access support including the Edge and Edge-V platforms

Senior, Service Desk SME Resume Examples & Samples

Provides access to systems/applications, working closely with applications development staff and following established procedures
Follows through on complex customer service issues that involve extensive coordination with other areas of MTS and Viacom. Ensures parties are following through on their required action items, and manages communications and expectations with customers
Produces reports summarizing the work effectiveness of the service desk team
May provide 2nd and 3rd level problem resolution support for customer issues
Provide phone support for Service Desk
Typically requires 4+ years of experience; BA/BS degree or equivalent desired
Understand most core applications in use at Viacom, their key user areas and access requirements
Possesses advanced knowledge of standard hardware and software in the technology infrastructure, with expertise to address more complex incidents that involve multiple areas of the applications and/or infrastructure
Has a seasoned understanding of network connectivity and infrastructure, including wireless and remote access
Has the expertise to independently handle nearly all routine and non-routine inquiries and problems
Utilizes a broad range of technical support products and technologies to resolve difficult technical issues
Manages complex problem resolution and service provision that requires extensive integration across different areas, getting stakeholders with diverse needs and interests to work together effectively and hold to their commitments

AP Service Desk Senior Representative Resume Examples & Samples

Follow up customer queries and check resolution where necessary to ensure satisfaction with the response
Accurately update team metrics for local management
Ensure high-levels of Customer Service and satisfaction in a challenging Shared Services environment
Reward results - promote meritocracy
Collaborate - be a team Leadership – it begins with you
At least 2 years of accounts payable experience, preferably in operational environment
Customer service background, preferably in a fast-paced call center environment where handling a high volume of inbound calls was experienced
Good analytical abilities in order to determine the best course of action when encountering a customer service issue

Service Desk Team Lead Resume Examples & Samples

ITIL Service Management Certification
Listening, Understanding & Responding
Service Partner Orientation/Customer Service
Teamwork & Co-operation
Developing Others
Has management experience and demonstrates
Proven leadership and people management abilities
Superior coaching and performance management skills
Experience in leading and managing change
Works well under pressure and balancing incoming workload
Good understanding of the current technology utilized by our various client bases
Incumbent must be available to support a 7/24 work arrangement and participate in the support of the “After Hours – On Call” pager support process
A+, NET+, MCSC and like certifications would be of benefit to the incumbent
Facilitation Skills
Capital Markets line(s)’ business applications/ processes

Service Desk Supervisor Resume Examples & Samples

Manage highly visible support operation teams while overseeing multiple priorities
Collaborate closely with clients in strategic planning and shares accountability with them for benefit realization
Provide leadership to the organization, client, and mentoring to junior members, while serving as a role model to the enterprise
Promote teamwork, both within own group and across Technology groups
College degree in related technical/business areas or equivalent work experience
Minimum 7 years of Business Technology Management experience in a request/ production based environment such as a call center or cross-functional teams
Demonstrated ability coordinating and working with Business Partners and driving process Re-Engineering
Previous experience and understanding of Information Technology Risk Management and User Access Controls
Excellent Communication skills, both verbal and written

Manager Service Desk Resume Examples & Samples

Participates in service delivery strategic planning and owns the development and execution of tactical plans necessary to achieve high Service Desk results
Develops and maintains productive relationships with business leaders across the enterprise and communicates performance against agreed services
Analyzes Service Desk call flows, labor scheduling, incident management and related Service Desk metrics to improve efficiency and customer satisfaction
Controls revenues and/or expenses within own department and is responsible for meeting budget goals and objectives
Responsible for Service Desk book of work, project management and assortment of IT service management tools and processes
Has responsibility for hiring, performance reviews and terminations with an emphasis on training, motivating, and retaining top employees to ensure a high performing team
Implements service levels, standards and reporting metrics necessary to meet business objectives while promoting and marketing these IT Services to corporate customers
Recommend and administer policies, procedures and standards. Assure compliance with policies, procedures and standards. Keeps unit personnel informed on matters affecting their area of responsibility
Bachelor's degree in Computer Science or related field, or comparable work experience preferred
Minimum 4 years experience in IT with 2 years in a customer service management role
Excellent communication and interpersonal skills with the ability to communicate professionally and effectively with all levels of the organization, outside partners and vendors
ITIL or ITSMF certification or related training. Avaya CMS (Call Management System)
Proven decision making and problem solving skills, with strong organizational skills demonstrating emphasis on follow-through, analysis and accountability

Service Desk Representative Resume Examples & Samples

A+ Certification is a must
NET+ Certification is a plus
MAC OSX a plus
A minimum of 2+ year's prior experience in a technical support environment
Ability to be flexible, a team player and willingness to learn in a fast paced environment are a must
A solid understanding of PC hardware/peripheral devices, Active Roles and Active Directory, standard operating systems (Windows XP/Win7) and Microsoft Office applications are necessary
Desktop support for Microsoft Office applications are necessary
Knowledge in Nortel & Cisco data/voice helpful

Private Banking Branch Service Desk Specialist Boston Resume Examples & Samples

Responsible for Account Opening Documentation
Prepare & print materials including client agreements/new account forms
Process materials upon return. This includes obtaining internal signatures then scan and upload documents where appropriate
Serve as interface with internal control group liaising with Relationship Associates as needed
Process all Asset Movements. Pillars to this process include completing, printing, scanning and uploading documentation. Five main types of instruments used are
Journals (IRA & Pledged Account Journals, Managed Account Requests)
Wires (Wire, IRA Wire & Pledged Account Wires),
Checks (Individual Retirement Accounts (IRA) Check Request, Pledged Account Check, Managed Account Request),
Depository Trust Company (DTC) (Managed Account, Pledged Account)
Working in unison across geographies to complete tasks
Ability to prioritize tasks
Outstanding PC Skills: Microsoft Office including Microsoft Word, Microsoft Excel, PowerPoint
Works hard to be amongst the very best in the field and generously shares his/her time and knowledge with colleagues across the bank

Private Banking Branch Service Desk Specialist LA Resume Examples & Samples

Automated Clearing House (ACH) (Requests, IRA Requests),
Excellent teamwork, interpersonal and conflict resolution skills
Bachelor’s Degree or equivalent work experience

Private Banking Branch Service Desk Specialist San Francisco Resume Examples & Samples

Closely partner with Mumbai-based Branch Service Desk colleagues to provide seamless support to the branch. This includes
Effectively transferring information within the team across locations
Providing regular updates to Relationship Associates and Relationship Managers, when appropriate
Additional Projects may include
Scanning various documentation and uploading onto appropriate platform/s
Completing various verifications, reconciling information, booking travel, assisting with client reporting etc
Proactive Approach: Shows Initiative, passion, works persistently through obstacles to create positive impact and value for the bank. Approaches situations with an entrepreneurial perspective
Principled Behavior: High integrity, maintains confidentiality at all times. Fully complies with the code of conduct; acts responsibly protecting the reputation of the bank and mitigating controlling risks
Partnership: Takes visible responsibility for establishing, preserving and growing deep relationships with clients/colleagues. Communicates effectively across all levels of the client's organization
(People) leadership: Gives credit, empowers and provides actionable feedback. Takes a strategic perspective to decisions and resource allocation
Professional skills: Results-orientation with a superior ability to execute as well as creatively solve problems; combined analytical and persuasion skills with a comfort and flexibility to work with all levels of the organization. Has the expertise to create effective outcomes

Tier Two Senior Service Desk Specialist Resume Examples & Samples

Leading team members through incident resolution timetables assuring the focus is on restoration of service while minimizing interruptions of post root cause investigation discussions
Proposing new and innovative ideas for increased productivity with an emphasis on customer issue resolution which will minimize downtime for our users
Point person responsible for new projects that do not require departmental decisions or approvals
Ensures timely escalation of customer incidents, and follow up with escalation partners to ensure the Incident Management Process is being adhered to
Monitors support activity and performs data analysis to inform colleagues and manager of any trends, positive or negative, in calls being received and/or solutions being employed
Consults with other technical personnel to clarify and resolve complex technical concerns, identify problems and suggest changes
Assists in development of standard operating procedures and confers with and makes recommendations on administrative policies and procedures, technical problems, priorities, and methods
5+ years of IT-related experience
2+ years of experience with Microsoft Office products
Working knowledge of the ITIL framework for operational processes, with detailed knowledge of Incident and Problem Management processes
Experience working with Windows 7 and Office 2010 products
Learned or acquired knowledge of all aspects of the IT organization
Demonstrates advanced problem diagnostic skills. High level of comfort with problem solving and outstanding analytical skills with attention to detail
Strong software troubleshooting skills
Strong statistical and analytical skills, including using tools such as Excel for data analysis and reporting
Team leadership skills that foster positive growth with a focus on ingenuity and creativeness
Ability to utilize new information in problem solving and decision making
Ability to identify complex problems and review related information to identify viable solutions
Help Desk or phone support experience 2-4 years
Brokerage industry knowledge
RBC maintains consistently high credit ratings: S&P: AA-; Moody’s: Aa3; Fitch: AA; DBRS: AA (as of July 2014)

AP Senior Service Desk Representative Resume Examples & Samples

Higher Degree preferred
Fluent English language skills required
Excellent spoken and written communication skills
Strong degree of reliability

Service Desk Generalist Resume Examples & Samples

Ability to troubleshoot and diagnose user issues
Demonstrated working knowledge of Service Desk operations and service management fundamentals
Proven ability to organize multiple projects, schedules and meet shifting priorities
Excellent written and verbal communication skills are required
Education: Associate degree in Computer Science, Electrical Engineering, Information Systems or vocational/technical degree OR equivalent relevant experience in addition to the minimum experience requirement
Experience: A minimum of two-three years experience in a call center/service desk/help desk/customer service
Travel: Must possess valid driver license and reliable personal vehicle. Must be able to travel by a variety of modes of efficient transportation, including aircraft, to any and all Polo sites. Travel is expected to consume approximately 1% of the time required for this position

IT Infrastructure Service Desk Improvement Manager Resume Examples & Samples

Maintenance of the support specialist and user knowledge management system
Training new support specialists to the appropriate technical level with the necessary client facing soft skills
Supporting a complex call centre and application software stack
Performing finely-tuned workforce management to ensure that resources are mapped to demand on an hour to hour and month to month basis
Multi-dimensional statistical analysis of incidents tickets to measure performance, trends and progress during initiatives

Service Desk Engineer Resume Examples & Samples

Experience specifically in an IT support role
Enthusiasm and willingness to learn
Experience using Microsoft Server and Desktop operating systems
Network troubleshooting

IT Service Desk Assistant Resume Examples & Samples

Logging all calls onto the dedicated Service Desk database
To process service requests in a prompt and efficient manner
Escalate calls to the appropriate team or service partners when necessary, ensuring good transfer of ownership
To liaise with the IT Service Desk Manager and Client ensuring they are kept updated with key information
1st line trouble shooting IT related calls
Manage tasks ensuring that service level agreement and key performance indicator are met
Assist with operational and client reporting information
Carry out any other IT admin related duties as issued by the IT Support Manager
Focused on and driven to provide the highest quality of customer service
Highly developed spoken and written communication skills
Flexibility to cover opposite shift patterns
Commitment to provide a high quality and professional service
Ability to work as part of a team or to work unsupervised and take responsibility for the completion of tasks
Effective problem solving skills

Tier Two Service Desk Specialist Resume Examples & Samples

Researches, provides and documents confident, accurate solutions to user incidents on a timely basis
Monitors support activity, and inform colleagues and manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed
Suggests creative and efficient programs, guidelines, methods, and procedures to enhance the quality of services provided by the Service Desk
Simulates or re-creates user incidents to resolve operating difficulties and will recommend systems modifications or alternative solutions to reduce user incidents
Creates and maintains service desk documentation for troubleshooting as well as instructions and or manuals to guide the end users
Working knowledge of other PC and LAN-based software
Knowledge base for basic repairs of any PC or LAN-related hardware
Knowledge of Investment Services Industry
Technical experience with Windows NT, 2000 and XP operating systems
Experience with Microsoft Office products
Experience working with Windows XP
1+ year of experience with PC hardware and peripherals
Effective communication skills; both verbal and written
Strong (2 years experience) hardware and software troubleshooting skills
Good research design, statistical and conceptual analytical skills
Ability to manage multiple tasks and proven ability to meet deadlines
Ability to communicate and work well with outside vendors, employees/customers and all levels of management within the company
Based on market capitalization, RBC is the 12th largest bank in the world and the sixth largest in North America. (Bloomberg as of August 2014)
RBC employs more than 79,000 full-and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 44 other countries

Team Lead, Service Desk Resume Examples & Samples

Responsible for providing employee evaluations and performing employee 1-1 meetings to insure employee success
Provide backup support for the Service Desk Manager when he/she is unavailable. (Attend meetings, take lead on paging and communication efforts, coordinate staffs efforts and direct to phones if needed, etc.)
Provide scheduled updates to Service Desk Manager regarding team performance, project work, process modifications, call trends, etc
Act as liaison between Service Desk staff and Management
Participate in projects and other undertakings requiring support from the Service Desk
Assign tasks to appropriate team members and assists them as necessary with the execution of those tasks
Act as a point of contact for clarification surrounding service desk process/procedures within the ITSM framework and assist in their continual review, where necessary make recommendations/amendments that further enhance and improve our service offering
Ensure that all documentation and procedures attributed to the service desk are observed and up to date and relevant
Ensure that all business critical/high profile client issues are escalated promptly to ensure that service level agreements and escalations procedures are met within agreed deadlines
Continuously monitor all outstanding requests and action appropriately to ensure that agreed standards, as defined by the department, are consistently achieved
Keep abreast of current developments and trends in information technology through networking, continuing education and industry/technology publications
We are seeking individuals with a minimum of 5+years experience supporting clients in a LAN/WAN environment
Windows and Microsoft Office 2010 product support knowledge is required
Customer support experience within a dedicated call center environment is required supporting IT
Interpersonal skills necessary to effectively interact and communicate both verbally and written with a variety of individuals at all technical levels are required
Must posses a solid understanding of systems operation and be able to use computer terminals and peripheral equipment
Must have exceptional ability in diagnosing and solving systems problems while maintaining professionalism and courtesy
Must have the ability to establish priorities, meet deadlines and concentrates on detailed information in a fast-paced, demanding work environment
This person will interact with members of INVESCO at all levels from clerical to senior management and must be capable of conducting themselves professionally regardless of the situation

Service Desk Specialist, Senior Resume Examples & Samples

3 years of experience with supporting hardware and software in a DoD classified environment
3 years of experience with managing desktop and server systems
3 years of experience with Microsoft Windows
3 years of experience with configuring and troubleshooting network equipment
Experience in working with clients providing Tier I or II support
Experience with DoD enterprise

Service Desk Supervisor Resume Examples & Samples

5+ years working in a Service Desk environment as a senior technician or supervisor
5 + years working in an IT Support environment including Service Desk, Hardware/Software deployment and end user support
4-year college degree with concentration in IT, Computer Science or Management, or equivalent experience

Tier Service Desk Specialist Resume Examples & Samples

Provides users with assistance by identifying problems, analyzing, troubleshooting and providing incident resolution, such as malfunctions and program problems using technical knowledge, documented procedures, and available tools
Installs computer operating systems and applications, assisting with user specifications for hardware (PDA & personal printers) and software, and providing one-on-one training when necessary
Ensures customer satisfaction by responding to and troubleshooting customer technical concerns by being a single-point-contact
Maintains records and prioritizes questions through a call-tracking system of daily communication transactions, installation activities, problems and actions taken to resolve the user issue
Informs colleagues and manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed
Suggests creative and efficient programs, guidelines, methods, and procedures to enhance the quality of services provided by the Service Desk Group
Ensures timely escalation of customer problems, following up with escalation partners and providing status updates to customer as appropriate
Conducts tests of hardware (PDA and printers) or software to ensure proper compatibility with operating system
Simulates or re-creates user problems to resolve operating difficulties and will recommend systems modifications or alternative solutions to reduce user problems
Makes recommendations on administrative policies and procedures, technical problems, priorities, and methods
Maintains service desk documentation for troubleshooting as well as instructions and or manuals to guide the end users
Maintains currency and high level of technical skill in field of expertise
Bachelor's degree required (or with expected completion by May 2015)
Must have full working knowledge of Microsoft Windows Technologies, Microsoft Office Products, the Internet, and DOS
Demonstrates advanced problem diagnostic skills and the ability to configure a PC; work with printers including setup, problem solving, etc
High level of comfort with problem solving and outstanding analytical skills with attention to detail
Ability to understand the implications of new information to both current and future problem solving and decision making
Ability to identify complex problems and review related information to develop and evaluate and implement viable solutions
RBC employs more than 79,000 employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 44 other countries

Ptg Pb Service Desk Mumbai Resume Examples & Samples

Support PB applications and engage all users in a proactive manner
Act as the Single Point of Contact for all IT incidents and service requests
Provide first line application support including trouble shooting of issues and performing initial investigation
Incident / Request logging and tracking following the Request Fulfillment, Incident and Problem Management processes as per ITIL standards
Communicate request / incident status to relevant stakeholders
Coordinate and manage issue restoration efforts
Monitor progress of ticket in accordance with defined Service Level Agreements
Report and escalate exceptions / major incidents to the Service Desk Manager
Provide support for audit and regulatory related tasks
Coordinates UAT signoffs
Provide support for weekend maintenance activities / disaster recovery testing activities
Prepare and organize meeting with key business stakeholders
Attend knowledge transfer sessions with project / second level teams
Functionally and administratively report to the PB PTG Service Desk Manager

IT Service Desk Specialist Resume Examples & Samples

Support all internal and external customers with product training, knowledge and expertise
Brief customers as well as management on the status of current resolution efforts and attend daily/weekly meetings as requested or required
Assist other teams to initiate, design and manage effective support solutions as directed by our business needs
Assist with the development and testing of newly designed products for operational integrity and function
Performs other related duties as assigned by supervisor

Service Desk Consultant Resume Examples & Samples

Ability to work effectively in a team
Have initiative and be proactive
Being able to use listening, questioning and clarification skills when needing to articulate and problem solve over the phone
Work within high pressure situations
Ability to successfully multi-task and manage own time
Strong customer service skills and a great customer service attitude
Dealing with a range of customer situations
Maintain businesslike communications, conduct and appearance
Demonstrate courteous, positive, and professional behaviour at all times
Utilities
Knowledge of the Windows operating environment and business email clients such as lotus notes, MS Outlook
Communicating with other teams to support our clients
Identifying opportunities for improvement both for IBM and our clients
Displaying professionalism with all levels of people including senior management and executives
Basic knowledge in Windows XP, Windows 7, Microsoft Office

Automation Service Desk Student Resume Examples & Samples

1) Ability to work in 12 hours shift, 2 or 3 times a week, including week end shifts. Be able to flex your shifts to align with business needs
2) High attention to detail and strong written and verbal communications skills in English
3) Ability to physically perform the duties described above as well as lift up to 25 lb
4) Have a can do attitude, who enjoy solving problems in a team environment
5) Customer orientation. Patient and professional with the end user, regardless of the frustrations experienced
6) Ability to prioritize, multitask, take risks and ask questions
7) Any operating systems or platform experience with Windows*, UNIX* or VAX* would be an added advantage

Service Desk Agent Resume Examples & Samples

Log, validate and diagnose customer issues, on the full range of products and applications used on the customer site
Providing the customer with a solution through information gathering, analytical troubleshooting and problem research, or to route or escalate the call to the appropriate resolution group
Escalation and management of calls to agreed service levels
Excellent attendance and punctuality are required
Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit
Graduate of any Bachelor’s / equivalent degree or with at least 2-yr relevant working experience
Worked with a team and acted as a good team player
Led or performed primary support role for small to large customers, with one or more service or technology area
2-3 years’ experience in IT Management & High availability concepts and 24*7 Operations Management
May have experience in providing support to customers using incident, requests, problem and change management
Acts with urgency and responds well to issues

Service Desk Agent Resume Examples & Samples

Supervisory responsibility for the Operational Fulfilment team
To manage the allocation of duties to team members to ensure that all deadlines are met in accordance with agreed service levels
Promote good fulfilment practice across the team and to identify opportunities to add value to the fulfilment process throughout
To supervise the purchase order processing activity
Liaise with Accounts Payable to resolve supplier payment issues
Handle escalations
Provide status reports to the Business Support Manager on an agreed basis
Liaise with requesters/departmental contacts to ensure timely resolution of queries
Identify and deliver efficiency savings
Adhoc duties as required covering the day to day operations

Enterprise Service Desk Specialist Resume Examples & Samples

Experience in customer facing role either remote or face to face
Accuracy in data entry
Understands internal processes and tools

Service Desk / Engineer Resume Examples & Samples

Respond to internal and external IT Service Requests for IT service on both UNIX and NT servers
Provide user notification of receipt of Web- or email-submitted requests
Log and track inquiries using service request management database, and maintains history records and related documentation
Promptly categorize, generate, route and escalate, when necessary, customer requests that are escalated beyond the ITSC area of responsibility
This position will include account creation, modification, and deletion responsibilities

Service Desk Tech Resume Examples & Samples

Provide Support Desk call functions that include: phone calls for assistance, email assistance requests, and content for the knowledge base (i.e. support procedures, tips and tricks, work-around options, how to, etc.) used for reference by other Support Technicians and clients
Provide workstation inventory processes: Images, distribution, repair, replacement, configuration, upgrades, security / encryption, and the like
Monitor Customer Satisfaction metrics; service delivery; suggest adjustments in the Support Desk functions when needed to improve service delivery
Support the review of system architecture and recommending improvements to service delivery
Ensure all end user systems have up-to-date anti-malware protection
Competency with managing client and server devices in a Microsoft Windows domain, utilizing at minimum these tools: MS Active Directory, MS Group Policy, MS File Services, MS Print Services
Ability to lift and haul equipment up to 50 lbs and crawl under workstations to install and maintain equipment
Minimum of three years of workstation and client support responsibility in a technology organization
Must be self-motivated with ability to work and multi-task in a fast paced decision making environment

Service Desk Analyst for Honeywell With Italian\ French & English Resume Examples & Samples

Determine root cause for Hardware issues
Clearly and concisely log and track details of solutions provided to resolve customer issue and consequently maintain and update customer database
Identify and provide input on unique or recurring customer problems
Advanced English and Spanish/Italian/French language skills written and verbal
Good telephone and customer handling skills
Certifications (ITILv3, MCITP, MCSA, etc.)
Strong national as well as international professional network
A team with a high level of energy and motivation to win

Service Desk Analyst for Honeywell With German & English Resume Examples & Samples

Support the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
Advanced English and German language skills written and verbal
Ability to analyse and solve technical problems by investigating potential solutions using troubleshooting skills
Full technical development plan from day one, including technical trainings and trainings focused on communication and customer handling

Service Desk Analyst for Honeywell With English Resume Examples & Samples

Use troubleshooting techniques and tools to identify technical defects/issues
Determine root cause for Hardware issues and
Identify and dispatch parts and labour to resolve the Incident
Verify warranty entitlement
Advanced English language skills written and verbal
Basic to advanced IT hardware knowledge
Ability to handle stressful situations
Challenging and progressive work environment
A work environment in growth with many new colleagues and large diversity

Private Bank Branch Service Desk Specialist Chicago Resume Examples & Samples

Exceptional communication skills. Able to communicate across various georgraphies and levels of the organization
Proficient organization skills
Proficient PC Skills: Microsoft Office including Microsoft Word, Microsoft Excel, PowerPoint

Private Bank Branch Service Desk Specialist Dallas Resume Examples & Samples

Exceptional communication skills. Able to communicate across various geographies and levels of the organization
Excellent Customer/Client Service skills
Ability to maintain composure in changing situation
Enjoys working hard

Service Desk Representative Resume Examples & Samples

Provide first level support to the divisional community for software, hardware, and various infrastructure related issues, and escalate to Level II and Level III as necessary
Monitor open Incidents on a daily basis to ensure that requests are being handled in a timely manner
Prioritize multiple issues and be able to complete tasks in a timely and efficient manner
Strive to improve customer service, process, and efficiencies
Process Video Conference calls
Triage technical service administrator calls
Minimum of 2 years work related experience
Exceptional knowledge of Microsoft Operating Systems (WIN7)
Exceptional knowledge of Macintosh Operation Systems (Leopard and Snow Leopard)
Ability to troubleshoot wireless handheld devices (Blackberry, Droid, iPhone, iPad, etc)
Previous experience with tracking tickets in an incident management system
Excellent ability to follow procedures and processes to ensure we remain IT Compliant
Knowledge of VOIP technology a plus

Private Bank Branch Service Desk Specialist Resume Examples & Samples

Interest in the financial services industry
Shows an aptitude to grasp new concepts (industry, company, product) and skills easily
Outstanding organization skills

IT Service Desk Specialist Resume Examples & Samples

Vocational/Technical School Certificate with 2-4+ years of experience
Comp-TIA Network+ preferred
Extensive Knowledge of Windows Operating Systems and Microsoft Office Products
Excellent Organizational, Communication, and Critical Analysis skills
Knowledge of Active Directory and Windows Deployment Solution (WDS)

IT Service Desk Spec Resume Examples & Samples

Vocational/Technical School Certificate
Comp-TIA A+ Certification and Comp-TIA Network required
Dell DOSD Certification Desktop/Laptop required
Specialized area Certification required
Extensive Knowledge of Windows Operating Systems and Microsoft Office Products. Excellent Organizational, Communication, and Critical Analysis skills. Ability to work independently and exercise sound judgment to resolve issues. Knowledge of Active Directory and Windows Deployment Solution (WDS)

VP Service Desk, Tools & Service Resume Examples & Samples

24x7 Service Desk: the primary and first level contact for all operations related activities
IT Service Management: Responsible for ITIL and Service Management
Enterprise Tools: Responsible for all the tools for related to Operations
Expert senior management skills in a global network or IT industry; which typically include technical degree, 15+ years of experience with 5 years managing in a global environment
Bachelor’s degree in Computer Science, Information Systems or the equivalent combination of education, training, or work experience
This role requires global management experience
Must have worked in large infrastructure engineering groups and responsible to tools that support one or more enterprise infrastructure services
Must be familiar with ITIL processes and have prior track record in rolling ITIL out at large enterprise
Must be familiar with Software Defined Infrastructure and must have prior experience in managing the operations related to dynamic and agile infrastructures
Must have operational responsibilities with SLAs and OLAs at large enterprise
Must have led teams of 50-100 engineers
Must have prior experience in rolling out 24x7 operations
Must be familiar with tools and technologies used in a large enterprise for managing the operations
Must have prior proven experience in run rate reduction, expense management and cost recovery of one or more infrastructure products/services
Must be deeply technical
Must have prior demonstrable experience in delivering large initiatives through cross functional collaboration
Must have prior experience in the financial or payment industry
Proven track record in delivering results in a highly complex and matrixed organization
Advanced communication skills, exceptional interpersonal and presentation skills and the proven ability to influence and communicate effectively globally and across functional lines
Demonstrated use of metrics to measure success or improvements in areas of responsibility
Broad knowledge of basic IT technologies (e.g., operating systems, network devices, software development and architecture)
Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
Excellent decision-making, problem-solving, team, and time management skills
Demonstrated ability to develop credibility, influence without authority, and successfully implement change initiatives within a diverse, complex organization
Previous experience across a diverse set of industries and adaptability to new environments
Appreciation of broader infrastructure areas supporting a large and complex platform
Knows the business and the mission-critical technical and functional skills needed to do the job; learns new methods and technologies easily

Service Desk Intern Resume Examples & Samples

High School Student or above
0-2+ years of experience
Currently enrolled in IT courses
Displays good written and oral communication skills
Demonstrates strong computer skills including a good working knowledge of MS Office

Service Desk Engineer Resume Examples & Samples

Perform customer and internal communication related activities in support of all MS(Managed Service) GNOC(Global Network Operations Center) Operations functional roles as follows
Bachelor degree or above of first level University
Strong communication skill
Knowledge of IT or Telecommunication networks overview is a plus
Acceptance for working in shifts

Service Desk Senior Mgr Resume Examples & Samples

Train, coach and mentor Service Desk Specialists (Level 1 - 2) including career development. Oversee staff activities. Builds/obtains training material for support staff. Manage the employee work schedule and provide backup support
P&L experience a plus
Able to pre-empt problems before they arise, plan effectively for future activities and manage unplanned events in a controlled manner
Service delivery background in Infrastructure Management preferred
Work on site at the CompuCom Service Desk location on a daily basis
Quality oriented in all aspects of delivery

Service Desk Representative Resume Examples & Samples

Able to identify resourcing needs and take action in a fast moving environment
Able to produce reports from systems and analyse service impact
Strong planning and organisational skills and able to manage conflicting priorities
Reporting ability
Fluency in English Attributes
Sound Judgement
Drive to succeed
Resilience and adaptability to unforeseen work demands
Willingness to accept responsibility
Reliability and integrity
Excellent written, verbal and presentation skills Experience /Essential/ § Service Level Knowledge. § Customer Relationship – able to establish quick working relationships / empathy with teams. § Communication – listening and ability to communicate clearly with customers, colleagues and managers. § Problem Solving. § Statistical experience – used to extracting operational information from systems § Prioritisation in line with business requirements § Drive and determination. § Has a flexible approach and works well under pressure. § Time Management. § Team Working – team player. /Desirable/ § Training skills useful – ability to run short training workshop sessions in own areas. · Minimum of one year working experience in service desk environment. · Previous exposure to a culturally diverse working environment. · ITIL certification

IT Service Desk-german Speaking Resume Examples & Samples

Provide AD Admin support for firm staff whether located in office, home office or client site
Be available to perform after hours work
Perform special assignments as required
Perform daily / weekly administrative tasks as required
To contribute to the continuing development and maintenance of the knowledge database with the aim of increasing the technical skills of the wider team Follow up on specific inquiries or requests to ensure client satisfaction. Identify and escalate major incidents or customer issues to senior members of the team
Proactively work as a member of a team
Strong German written and oral communication skills
Strong work ethic geared towards exemplary customer service
Proactive, organised and able to prioritise tasks
Strong problem solving abilities
Ability to explain solutions in an effective and customer focused manner
Recognises issues and seek guidance on solutions
Able to develop working relationships with staff at all levels
Identify improvement opportunities

Service Desk Associate Resume Examples & Samples

Documents user problems, resolution, and new solutions for future reference using EHD tools and resources
Maintains regular and consistent attendance and punctuality
Ability to handle multiple tasks while working in a fast-paced and changing environment
Ability to deliver customer service to users with various levels of computer knowledge

Service Desk Team Lead Resume Examples & Samples

Organising staff sceduling & ensuring that the help desk is operating smoothly
Management of logged tickets in the system and ensuring all requests are logged
Enuring that tickets are prioritised and assigned the relevent support
Weekly & monthly reporting
An IT related degree or relevant work experience
2 + years experience working in a helpdesk environment
Enjoys working in a fast-paced, innovative environment with a focus continuous improvements

Service Desk Tech Resume Examples & Samples

Participate on IT Services project teams as requested
IPhone experience very desirable, MobileIron experience plus
Excellent interpersonal, organizational, communication and customer service skills; A+ certification helpful

Service Desk Assoc Resume Examples & Samples

Receive inbound Service Desk calls in a professional and timely manner according to IT Services procedures, with a focus on prompt first call resolution
Perform PC Lifecycle Management activities: receiving hardware, inventorying, migrating end users from their existing PCs to newly leased PCs, wiping data, and returning hardware
Load base Windows image and update with patches. Install software and hardware
Occasional crawling under desks to plug in equipment we also use pallet jacks (pushing & pulling), climb ladders and reach to move/adjust/install/etc. various equipment
1-3 years experience in IT Service Desk, desk-side support, PC deployment or similar position

Service Desk Specialist Resume Examples & Samples

Principal Duties (*indicates essential functions)
Troubleshoot advanced level customer trouble calls and serve as subject matter expert in multiple technical disciplines
Manage complex customer service issues escalated by Level 1 customer service personnel
Provide the highest degree of data security and integrity through diligent and daily monitoring. Provide analysis of security issues and make recommendations for resolution
Compiles and writes training material and conducts training sessions on quality control activities
Providing call and email support as required
Serve as trainer and mentor for all Level 1 Service Desk
Performs retail server, printer, and desk support regarding physical connection issues and peripherals
Troubleshoot issues with POS systems regarding connectivity and contacts NCR for service calls as required
Provide LAN support regarding connectivity including cables, jacks and cross connects
Creates/Updates knowledge base information to support IT Customer Service team in resolving customer issues
Documents and updates all incidents within service management tool
Creates and maintains process and procedure documentation
Regularly monitors the incidence, status and speed of resolution of inquiries and problems; is pro-active in devising improvements and recommending changes to systems, processes or services
Deals with customers courteously at all times, diffusing stressful situations where conflict and unreasonable demands from users require tact & diplomacy
Strong understanding of the retail business
Working knowledge of service management processes that would support business needs of incident management, problem management, asset tracking, vendor relationships, knowledge management, service level agreements, configuration management
Flexible in working a variety of schedules based on changing business needs
Understanding of access management processes and procedures
Process frameworks knowledge and developing process efficiencies from ITIL, CoBit, Six Sigma, etc
Solve problems on Windows and Macintosh platforms with equal proficiency
Education: Associate’s degree in Computer Science/Computer Technology, Business, or vocational/technical degree, OR equivalent relevant experience in addition to the minimum experience requirement
Experience: A minimum of two years experience within the Information Services industry with most of the experience in Customer Service and/or Business Analysis. The ideal candidate will have experience in many operational support activities, such as service desk phone support, retail software support, and hardware support, such as desktops, servers, network and POS registers as well as security administration in a variety of platforms
Additional Training/Certification: Certifications in at least one of the following A+, MCSA, MCDST, Security +, Network + or hardware certifications
Travel: Must possess valid driver license and reliable personal vehicle. Must be able to travel by a variety of modes of efficient transportation, including aircraft, to any and all Polo sites

Service Desk Representative Resume Examples & Samples

Proven record of delivery of excellent customer service with a minimum 6 months experience in multi-cultural customer service Call Centre environment
Able to demonstrate effective interactive skills and ability to work as part of a team
Native English (or close to native)
Aptitude for understanding and solving problems in a methodical and logical manner
Able to maintain and project a helpful and courteous attitude in any circumstances

IT Service Desk Specialist Resume Examples & Samples

Record all calls in the ticketing system. Understands and follows ticket quality guidelines
Actively participates in projects when assigned
Expected to contribute to the knowledge base if there are no knowledge documents in place. This would include providing documents for self service for the end user to utilize
One year of related technical school training or experience in troubleshooting IT hardware and software problems
One year of service desk experience via telephone in an IT environment
Excellent interpersonal and communications skills

Senior Service Desk Specialist Resume Examples & Samples

Manage complex customer service issues escalated by junior Global IT Service Desk staff members
Participate in key process improvements that positively impact customer service delivery
Recommend authentication and access control technologies that utilize security best practices that align with the policies from the Security team
Write and deliver training workshops, sessions, materials, and presentations to assist other team members with transition from old processes to new ones
Providing call support as required
Collaborate with engineering teams to understand infrastructure and application environments in order to ensure customer service needs are met
Serve as trainer and mentor for junior Global IT Service Desk staff members
Takes ownership for all critical incidents (severity 1)
Troubleshoot issues with POS systems regarding connectivity and contacts vendor for service calls as required
Creates access for web based retail applications
Follows all IT Customer Service processes and procedures
Reviews daily operational functions providing analysis and work priority; and has specific technical expertise to provide recommendations for work management processes and efficiencies. Provides input to streamlining of work processes
Flexible in hours worked to ensure coverage is provided where needed
Provide input to matrixed organizational model
Proactively communicates regarding issues and problems that exist in their own functional area; performs daily interaction with Customer Service leadership
Working knowledge of windows server and network technologies
Working knowledge of service management processes that would support business needs of incident management, problem management, asset tracking, vendor relationships, knowledge management,
Education: Bachelor’s degree in Computer Science/Computer Technology, Business, OR equivalent relevant experience in addition to the minimum experience requirement
Experience: A minimum of four years’ experience within the Information Services industry with most of the experience in Customer Service and/or Business Analysis. The ideal candidate will have

Tier Two Service Desk Specialist Resume Examples & Samples

Extensive (2-3 years) technical experience with Windows NT, 2000 and XP operating systems
At least 5 years experience in the computer field in some technical position
1 year experience with Microsoft Office products
Experience working with Windows O/S
1 year experience with PC hardware and peripherals
Excel and or Access report creation knowledge
Prior Help Desk or phone support experience

IT Service Desk Specialist Resume Examples & Samples

Serve as escalation point for IT Service Desk Specialists and assist with Service Desk call queue when needed. Ensure the department SLA’s are met. Maintain excellent communication between departments and among support levels
Conduct root-cause research for procedural infractions. Present findings in an actionable context to IT Service Desk management
Compile and present the department daily, weekly, monthly, and quarterly reports prepared for all levels of customers, from in-department to upper management and Board of Directors. Also modify and update existing reports and create new structures as needed
Provide dedicated support for Executive incidents and requests both local and remote. Responsible for managing the relationship in addition to resolving the transaction
Point person for training content and presentation, such as Lunch & Learn for all TCF employees/locations
Troubleshoot through remote support for issues that require elevated Administrator Access; assist with remote support for incidents throughout TCF
Evaluate, monitor, and improve information tools available to the Service Desk to maximize usage and acceptance by Service Desk
Responsible for customer facing duties related to upcoming projects for Service Delivery and the Service Desk or as needed by Service Delivery management
Two-year college/vocational technical degree in computer science, management information systems (MIS), information technology or an approved related degree, or approved information technology certificate, or approved equivalent combination of education and experience
4 or more years’ experience in an enterprise IT environment
Customer-minded attitude in daily interactions with internal/external customers including Executives and other IT groups
Excellent analytical skills to assess complex business processes for effectiveness and determine root cause of issues to help improve processes
Excellent verbal and written communications skills including editing skills. Strong understanding of business services and the capability to translate technical components and technical services into language that is understood by business partners
Strong time management skills and ability to balance multiple projects simultaneously; able to meet deadlines
Self-directed. Ability to interpret requests and turn them into finished projects independently
Strong relationship management skills. Work with business partners and third parties. Ability to work with multiple organizations and gain consensus on how processes should work
Self-starter and self-motivated to learn on own
Working knowledge of Microsoft Office products
Four-year degree in computer science, MIS, or IT
Experience with IT service management software suites such as BMC Remedy, CA Service Desk Manager or HP Service Center
Experience with report generation using Crystal Reports, Business Objects, or similar
Experience with incident management, problem management, configuration management and change management processes

AP Service Desk Representative Resume Examples & Samples

Prepare and respond to voice or email inquiries from Citi employees and vendors who call or write to one of our email assistance addresses for the services listed above
Ability to handle customer complaints and the resilience and tenacity to ensure the query is resolved in an efficient and timely manner
Able to be multi-task and move among sub-processes with short notice
Bilingual in English required

IT Service Desk Specialist Resume Examples & Samples

Perform daily administrative tasks with accountability for completion and follow-up
Two-year college/vocational technical degree in computer science, management information systems (MIS), information technology, or an approved related degree, or approved information technology certificate; or approved equivalent combination of education and experience
Two or more years of experience in an IT service desk or Desktop capacity including experience with problem analysis resolution, escalation and follow-up

Service Desk Engineer Resume Examples & Samples

A sound knowledge of current & emerging IT technologies
A great telephone manner
Strong communication and interpersonal skills. Ability to go above and beyond in situations
Highly motivated and willing to adapt and change according to the needs presented
Use own initiative and take proactive approach to problem solving

Service Desk Specialist Resume Examples & Samples

Cisco router/switch configuration
A high standard of written and spoken English
3 plus years of experience, preferably in a service desk or help desk environment
Microsoft Certifications (recent O/S certifications preferable MCITP)
Extensive experience in applications used by our consulting staff including MS Outlook, Excel, Word, PowerPoint, and Access
Knowledge regarding cloud services (hands on server 2008-2012)
Bachelor’s degree in computer science or a related technical field is preferable

Service Desk Specialist Resume Examples & Samples

Answering incoming questions by phone, ticketing system, Chat and email
Assisting users in IT problem recognition, research, isolation and resolution
Providing technical support for business applications, operating systems, utility software, remote access, security software, and telecommunications
Assisting in the development of user documentation
Experience with Microsoft Windows SharePoint Services
Experience with RSA Authentication Manager
Good Technology Administration
Experience using ServiceNow
Experience supporting and using AnyConnect

Service Desk Resume Examples & Samples

Interact IT call center enquires from Active Network employees over the phone
Provide first-level support for IT related problems
Document and escalate issues to relevant IT teams following IT call center procedures
Improve IT Call center quality by completing multiple product application telephone IT support process with IT leads

Service Desk Specialist Resume Examples & Samples

Provide quality service to end users in all assigned tasks, while upholding Gordmans values at all times
Provide solutions in a timely fashion for issues that may arise
Log and track support calls in the designated system(s) and prioritize and escalate as required to ensure customer satisfaction
Identify trends in the support calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity
Recommends means for product or system improvements including procedural steps, increased training, and enhanced documentation
Effectively communicate the ideas, expectations, and goals while working with and through others to achieve desired result
Involve other team members to establish best practices/decisions
Act independently when required

Service Desk Agent Resume Examples & Samples

Provide customer service support by phone, chat, voicemails, and additional manners i.e. emails on occasion
Evaluate customer's concerns and report to management on help desk support issues
Explore customer options and explain support policies
The ideal candidate would have a minimum of 1 to 2 years work experience in a customer-oriented, call
Challenging customers. Excellent communication and organizational skills required. Technical
JPMC LOB applications/platforms helpful
Customer Service and Communication
Aptitude for providing positive customer service
Ability to fully troubleshoot technical customer service issues
Resolution
Ability to explain complex issues in a non technical manner
Associated with rapid change

Service Desk Engineer Resume Examples & Samples

A sound knowledge of current & immerging IT technologies
Passionate about customer services
Great telephone manner
Ability to go above and beyond in situations to resolve issues and incidents
Working knowledge of a support/customer service environment
Ability to work well within a team
Good problem solving ability and time management practices
Technically competent with a can do approach and willingness to learn

Service Desk Specialist Resume Examples & Samples

Participates in compliance evidence collection process for IT Services controls
Actively contribute to IT Services knowledgebase and mentoring process
Achieve other goals and objectives as assigned
Bachelor’s Degree from an accredited college/university with an emphasis in computer science or equivalent in work experience
Technical troubleshooting skills
Typing proficiency: 40-60 wpm
Proficient with applications used in a corporate environment, Microsoft and Adobe productivity products, email, smart phones, web browsers, FTP clients and ticket systems
ITIL v3 – Principles Understanding
A+, Network+, CCNP, MCP, MSDST, or HDI Certifications

Service Desk Representative Resume Examples & Samples

Handle telephone/Web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers
Co-ordinate all consumable calls in order to enable dispatch of Xerox & Multi-vendor consumables to customers
Flexibility to take on additional tasks as directed by Team Lead

Service Desk Team Lead Resume Examples & Samples

Bachelor of Science degree in Computer Science, MIS, or Business Administration
A minimum of three to five years in a leadership/management role accompanied with five to seven years of experience in a technical role
Experience with ITIL processes including familiarity with service, incident, problem, and change management
Ability to provide direction for a team that provides the highest level of client services to all Baird associates
Extremely motivated, service minded, takes initiative, and experienced in navigating conflict management
Experienced in SQL, PC hardware, software, printers, Windows OS’s, Office 2010
Ability to identify, solve and support complex problems in product areas, may include handling challenging situations involving problem escalation
Exceptional organizational skills with the ability to prioritize multiple projects and delegate when appropriate

Service Desk Engineer Resume Examples & Samples

At least 2+ year's industry experience with a strong focus on incident management
Excellent customer service, interpersonal, communication and organisational skills and the ability to multi-task are essential
Have a good understanding of Microsoft technologies
Excellent written and oral communication skills with the ability to interact with both technical and non-technical colleagues
Good working knowledge of a wide variety of technical systems:-. Microsoft Windows 7, Networking, Printer and Microsoft Active Directory administration skills
ITIL knowledge and experience an advantage
Strong aptitude and ambition to learn and develop skills

Team Lead-service Desk Resume Examples & Samples

Manage the day-to-day responsibilities of a team of professionals who provide first level support for the ATM platforms, associated applications and services
Provide management leadership to members of the Visa Operations Command Center (VOCC) team including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support
Assist the Director in developing and managing short term tactical and strategic support initiatives to meet the operational and continuity needs of Visa and our customers
Improve work processes, procedures and systems while reducing Visa’s exposure to financial loss
Represent the support teams on cross functional projects and ensure timely completion of agreed deliverables
Manage team workload to ensure all incidents, problems and requests are prioritized, assigned resolved or acted on in a timely manner. Also ensure all incidents and problems have a root cause identified where possible
Review and identify common problem areas that require focus and assign tasks accordingly
Working with the appropriate groups, administer and maintain policies and procedures to ensure a standard approach is adopted in the implementation of system changes and also mentor team members on these policies and procedures
Provide operational and support perspective on the adoption of new technologies and the implementation of new software
Demonstrate Leadership abilities and provide direct management to a team of professional individuals
Represent the VOCC team in relevant meetings such as process improvement and initiatives meetings
Support project schedules and changes
Work independently with guidance in only the most complex situations
Proven record of establishing and implementing objectives and tactical plans from overall direction and strategy to execution
Minimum of 5 to 7 years of experience

Service Desk Agent Resume Examples & Samples

Assist a highly visible support operation teams while overseeing multiple priorities
Balance technological and operational priorities
Collaborate closely with clients and business partners for end state solutions
Assist multiple operations team
Provide guidance to the organization, client, and mentoring to junior members, while serving as a role model to the enterprise
Promote teamwork, both within own group and across Technology
Flexibility to influence people at a variety of levels internally and externally
Ability to work with remote direct management
Demonstrated ability to make complex decisions or recommendations based upon experience, analysis and judgment
Holds others accountable for quality and timeliness of decisions
Capable of incorporating new information with historical information to make timely decisions
Capable of dissecting complex situations and refocusing on the most critical tasks. Capable of proactively seeking information from external/internal sources to maneuver through roadblocks effectively. Characterized by contributions through a high degree of professional mastery in solving critical and complex problems or opportunities facing the team or group
Thorough understanding of the mortgage process
Excellent communication verbal and written
Mortgage Industry knowledge or experience
MS Office, Peregrine, CenterVu, Reporting Tools, Power Point
Infrastructure and hardware knowledge (desktops and laptops)
Implementation experience with Infrastructure and Application Projects

Analyst, Service Desk Resume Examples & Samples

Provides customer service as the primary interface between IT and the business. Creates, assigns, prioritizes, and follows up on trouble tickets and requests using the incident management software
Resolves user permission issues on multiple systems including, but not limited to, iSeries, JDA, Windows, VPN and industry standard applications. Resolve issues including application errors, Outlook issues, POS problems and reprocessing. Assists users experiencing network printer errors by troubleshooting the printer and delivering appropriate corrective action
Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities
Minimum 2 years’ experience with PC desktops, networked computer systems, Windows XP and Windows 7 operating systems, Active Directory and Microsoft Office 2003, 2007 and 2010. Preferred knowledge of POS systems, VPN and iSeries

Service Desk Specialist Resume Examples & Samples

Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members
Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed
Establish and maintain a succession plan for the team
Approve leave requests for team members and create leave plan to ensure adequate coverage
When required, initiate disciplinary processes for team members calling on support from Human Resources when required
Resolve grievances rose by team members and escalate only if required
Address poor performance of any team member through the formal Performance Accelerator programme and ensure that continued poor performance is appropriately dealt with
Motivate team members and ensure that their efforts are recognised
Participate in the creation and implementation of Employee Opinion Survey (EOS) actions for the team
B.Comm and or BSc
ITIL Managers Certification or Equivalent
Architecture Framework Certification (e.g. TOGAF The Open GroupArchitectural Forum 8.1)
ITIL v3 Expert
Minimum 10-15 years experience in IT exposure
Minimum of 5 year service management experience
Minimum of 3 years exposure to Architecture Planning
Minimum 3 years experience in leading and sponsoring large change
Minimum of 4 years’ experience in a Leadership role
Translate Bus Requirements to Tech Solutions (Solid)
Negotiation Skills (Solid)
Strategic Thinking (Solid)
ITIL - Governance Framework (Solid)
Communication Skills (Written and Verbal) (Solid)
Subject matter expertise (Solid)
Understand the IT service delivery within a corporate environment (Advanced)
Conceptual thinking skills (Solid)
Ability to analyse, make decision and initiate act (Solid)

Service Desk Agent Resume Examples & Samples

Single Point of Contact for end-users and the IT organisation
Maintaining support for end-users, handling technical queries and problem calls from end users and other (IT) teams,
Acting as a team member of International organization and as such support projects and activities, following appropriate problem & change management processes,
Keen on IT Security compliance and maintain an appropriate level of awareness, especially with end users, focusing to follow ITIL rules on daily routine
Fluent English verbal as well as written
At least Bachelor’s Degree
Preferable experience in IT Helpdesk and/or Deskside support position of an international organization; installation, administration and troubleshooting
Very high interpersonal abilities and communication skills
Organized, structured approach
German/ French - will be in addition

Service Desk Agent Resume Examples & Samples

Must have the ability to recognize events or issues that require group management involvement
Strong dedication to quality customer service and working knowledge of enterprise-wide service-delivery procedures
Strong telephone etiquette skills and an ability to deal effectively with customers at all levels, peers, vendors, and management
Hours are 4:00am-12:30pm

Service Desk Supervisor Resume Examples & Samples

Manage performance of Level 1 & Level 2 services on our After Hours/3rd Shift Team and support to clients while ensuring service levels are achieved and customer expectations are met or exceeded
Responsible for ensuring staff are meeting/exceeding expectations in regards to performance and defined SLA metrics/benchmarks
Ensure that appropriately skilled and trained resources are working in accordance with agreed internal and customer procedures and standards
Train, coach and mentor Service Desk Analysts (Level 1 - 2) including career development. Oversee staff activities. Builds/obtains training material for support staff. Manage the employee work schedule and provide backup support
Ensure financial objectives are met. And service profits/losses meet expectations
Act as the SPOC for the service, liaise with SDM and customer, deal with senior level escalation, and adapt service to changes in demand
Led Tier 1 & Tier 2 service desk teams
Proven people management and leadership skills and at least 12 months of relevant experience

Service Desk Resume Examples & Samples

Interfaces with end users to resolve basic problems concerning system functions reported through a problem ticket. Reviews information provided and diagnoses issue based on established, routine procedures and scripts. Resolves problems by following basic scripts
Performs routine install, move, add, and change (ICMS) activities based upon prescribed procedures and processes and as specifically directed
Maintains currency regarding routine technological, product, process and/or other advances, specifically in line of service, to ensure team performance and achieve team objectives
Two or more years of technical training in computer field
Three or more years of technical support experience
Experience working with solving computer-related technical problems
Experience working with the company escalation policy
0-2 years technical support for PCs laptops, software, hardware, printers, and related equipment
U.S. Citizenship or Greencard required due to US Government regulations
Basic interpersonal skills to interact with clients and team members
Basic communication skills
Basic organization skills to balance and prioritize work

Service Desk Representative Resume Examples & Samples

Handle phone calls/emails and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers
Effective interactive skills and ability to work as part of a team
Ability to communicate with accuracy and clarity both verbal and written in English and Dutch

Analyst, Service Desk Resume Examples & Samples

10% Participates in projects as required, following a defined project methodology
15% Creates and maintains relationships with appropriate vendors
15% Oversees Request Fulfillment process

Level Service Desk Specialist Resume Examples & Samples

At least 1 year experience in ticket handling, incident resolution, analysis/investigation, trouble shooting, updating relevant tools with known issues
English: Fluent
Master's Degree in Information Technology

Service Desk Supervisor Resume Examples & Samples

Manage escalated customer inquiries
Monitor inbound and outbound calls to ensure that the Service Desk maintains a courteous, professional attitude
Monitor, understand and generate key performance indicators such as ACD call statistics, average time to resolve, first call resolution and ticket data
Evaluate customer satisfaction levels through surveys and internal QA processes
Manage the development of Service Desk staff members by analyzing and identifying areas of strength
Make recommendations to management for improvements in workflow and processes with documentation
Communicate (written and verbal) effectively across all levels of the organization
Assist with knowledge base article creation and article auditing
Prioritize work and maintain a high level of professionalism in a highly dynamic work environment
Supervise a team of app. 3-7 Service Desk Technicians (Level 1 and 2*)
Responsible for normal management duties including but not limited to: annual staff performance reviews, timesheet approval, and approving time-off requests
Be the role model for service excellence
Evaluate group and individual performances against predetermined, measurable goals
Empower staff to grow their technical and communication skills, and mentor staff to ensure career plans are established and implemented
Conduct feedback sessions with staff
Assist in recruiting, hiring, and evaluation of Service Desk Technicians
Assist with scheduling resources for the Service Desk
Participate in the on call rotation
Superior MS Office software skills (Word, Excel, PowerPoint, Outlook)
Solid background working with PC hardware and software
Overall knowledge of IT infrastructure components and how they interact
Excellent reasoning and troubleshooting skills
Knowledge of IT service process frameworks (ITIL) a plus
Ability to set processes and lead others toward a common goal
Demonstrated ability to effectively communicate with peers and superiors
Ability to work in a fast paced, dynamic environment
Ability to problem solve, learn quickly, and multitask
Willingness to make changes or adapt as the situation dictates
Passion for IT and desire to continue learning
Must be a team player with strong organizational and customer service skills
Ability to communicate and measure key performance indicators at both the staff and group level
The ideal candidate will have 1-2 years of previous supervisory experience, excellent communication and interpersonal skills, and the ability to provide superior support and service to a wide range of internal and external contacts
Possess technical and education/experience Skills
2 + years working in an IT Support environment including Service Desk, Hardware/Software deployment and end user support
A degree with concentration in IT, Computer Science or Management, or equivalent experience
This position will report to the Service Desk Manager

Clinical Service Desk Analyst Resume Examples & Samples

5+ years of successful experience supporting and troubleshooting basic technologies including Microsoft and/or Apple operating systems, and Office platforms, networks, connectivity, etc
2+ years of demonstrated experience and success managing knowledge lifecycle and coordinating knowledge for Service Desk operations
5+ years of demonstrated experience in healthcare enterprise workflow and systems dependencies

IT Service Desk Specialist Resume Examples & Samples

US Citizen with the ability to get a Public Trust clearance. Higher clearances accepted
1-3 years of technical support experience in a call center environment
Be able to work shift-work in 24x7x365 environment
Experience supporting Microsoft Office, Windows OS, and Mac OS X
Experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat
Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively and coach others
Experience with account administration and Identity Management tool

Service Desk Supervisor Resume Examples & Samples

Associates degree with 9+ years of relevant experience; or additional experience in lieu of degree
Must have a Secret security clearance or be able to obtain one. Must be a US citizen
Must be able to work the swing shift
Ability to work effectively in a team environment and contribute towards organizational and program goals
Demonstrate willingness to exercise initiative with focus on enhancing the team effort
Experience with Microsoft system Center Operations Manager (SCOM) and/or eG
Knowledge and/or experience of RSA and Citrix Desired Certifications: Formal industry certifications are a strong plus
Examples to include
Citrix Certified Associate (CCA) – Virtualization
RSA Authentication Manager 8.x
BlackBerry 10 Certified Support Specialist; Helpdesk Specialist; Enterprise Service 10 Systems Administrator (BlackBerry Device Service)

Service Desk Representative Resume Examples & Samples

Creates, analyzes, and resolves customer incidents/requests/trends
Under minimal direction provides technical support to customer, utilizing established protocol(s)
Investigates, recognizes, resolves and/or reports technology trends. Escalates more complex problems to a more senior level
Manages the expectations of customers
Tests systems and applications
Duplicate, troubleshoot, and investigate user problems
Recommends system and/or content modifications to reduce user problems
Informs, recommends and/or manages timely and relevant information to our internal and external business partners
Notifies appropriate parties of outages and/or brokens and changes in ticket status
Takes complete ownership of the incident and follow-up
Submits documentation updates
Demonstrates understanding of technical business platforms, processes and environment
Navigates business platforms
Utilizes available resources to resolve basic to intermediate customer inquiries and/or technical issues
Hours: 10:00 am - 7:00 pm
Prior experience working with customers over the phone is required
1 - 3 years of service desk, help desk, call center or other customer service experience strongly preferred
Preferred Competencies

IT Service Desk Intern Resume Examples & Samples

Direct contact with internal Diebold business customers at all levels and all geographies
Communication that sets the tone for the entire experience the business customer has with the Service Desk and the Global IT organization
Respond to incoming questions in a timely manner, track all customer contacts, research questions and issues and resolve each interaction with customer satisfaction
Follow documented instructions to resolve customer issues and escalate problems to team members as needed via Service Desk procedures
Develop new solutions to frequently occurring problem
Work with teammates to develop better processes, documentation, and communication
Must be currently attending a college or university pursuing an Information Technology or related degree
Must have and maintain a 3.0 GPA or above
Experience in PC hardware and software - installing, troubleshooting, resolving issues
Microsoft Office (Word, PowerPoint, Excel, Outlook)
Interest in troubleshooting issues and resolving problems and being mentally capable of dealing with problems and challenges on a daily basis
Ability to communicate effectively verbally (face to face and over the phone) as well in writing (Email, instant messaging, documents)
Fluency in Spanish a plus

Service Desk Engineer Resume Examples & Samples

Provide level 1 technical support for Network and phone
Coordinate with infrastructure, Application management and other global teams for issues which require escalation
Identify opportunities for optimizing system performance and provide suggestions for development
Should have exposure handling escalations and complex issues
Have at least 3 years relevant experience in IT
Have a good and relevant degree
Preferable ITIL V3 certified
Good Telephone etiquettes
Be both creative and imaginative in their thinking and approach to problem diagnosis, as well as being structured and disciplined when following process
Be a strong technologist in at least Three of the following

IT Service Desk Specialist Resume Examples & Samples

Provide service desk support to EcoSure Field Specialists (50%)
Provide technical support to EcoSure field specialists
Generate and track equipment requests for EcoSure field specialists
Participate in our off-hours and weekend/Holiday On-call production support system along with of the members of the EcoSure IT team
Perform daily tasks in support of EcoSure operations (30%)
Provide software and data related technical support to EcoSure operations staff
Perform daily tasks associated with the maintenance of customer hierarchy and user provisioning databases
Diagnose and isolate data issues to be resolved by IT analysts and developers
Actively participate in tasks taken on by EcoSure IT in support of business wide initiatives to drive performance and profitability (20%)
Participate in team meetings and take on tasks to support business initiatives
Participate in cross-functional meetings to drive improvements in process and teamwork across the EcoSure business
Document best practices for tasks associated with IT support functions
Experience with phone support and with the Windows 8 operating system
1+ years of experience with Microsoft Office in a professional or academic setting
Strong analytical and planning skills, including the ability to research and test solutions
Strong written and verbal business communication skills
Professional experience working in a position involving support and problem solving of field associates engaged in mobile data collection tasks
Strong interpersonal skills, including demonstrated patience and empathy
Problem solving acumen
Experience and comfort in dealing with competing time demands, incomplete information or unexpected events
Demonstrated experience with SQL in a professional or academic setting
Advanced in visual communication, such as creating diagrams, plans, charts and reports

Service Desk Supervisor Resume Examples & Samples

Liaise with management to oversee the fulfilment of daily tasks and demonstrate appropriate sense of urgency for email response times and phone service levels
Being involved in the recruitment and training of the team
Coach & mentor agents to ensure they meet the required performance standards, implement personal development plans where appropriate
Create a high performing team who effectively contribute to an outstanding customer experience
Assume full ownership of the teams’ results by measuring performance, providing feedback and holding Service Desk agents accountable for their work
Deputising for Service Desk Manager
Conduct monthly 1 to 1’s with team members
Communicate effectively in both one to one and group sessions, also being able to give and receive feedback
Manage complaints, queries and any other correspondence required within the team efficiently and effectively
Identify, research and push for resolution on technical issues affecting internal and external customers
Continually support the communication and training of new services and/or partake in continuous improvement projects on an on-going basis
Maintain a positive and professional demeanour and portray the company in a positive light
Provide after hours on-call support for the Service Desk on a rotational basis
Embrace differences, encourages diversity and changes within the Service Desk
Be available to provide Service Desk back-up in situations including absence cover, BCP and rollouts

Service Desk Engineer Resume Examples & Samples

2 years of relevant experience and a Bachelor’s degree or
Relevant experience and a Master’s degree or PhD or
Relevant Professional Experience
2+ years experience of industry experience
2+ years experience supporting customers in use of application software
Experience working with a diverse set of languages such as Perl, Ruby (on Rails), Java or SQL* Proficiency in using support software tools
Demonstrated ability to collaborate effectively across teams and

Service Desk Agent Resume Examples & Samples

Support Customer Operations and Sales teams on communication issues when required
Act as first line Customer support, ensure incoming telephone calls and emails are responded to quickly and efficiently within Service level agreements and objectives
Log, monitor and manage Incidents/calls/tickets in the systems as indicated by process requirements
Support data entry on all Sales and Operations related systems as necessary
To provide Customer support and on-boarding for the Equinix Portal
Ensure all system issues are communicated to appropriate department for resolution

Manager, Service Desk Resume Examples & Samples

Oversee the Service Request and Incident generated by organizations end users
Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents
Manage the adherence to the phone/ticket escalation processes to ensure free flowing escalation and information within the organization
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 service desk staff
Oversee the scheduling of employee work times and provide backup support
Interact with end users as needed
Provide data and reporting of KPI’s and trends to leadership and others in ad-hoc, weekly, monthly and as needed
You will drive incident review sessions and develop strategies for improvement
Work to make Service Desk the single source of truth and service delivery channel for internal IT organization
Monitor and manage phone/ ticket queue (participating in escalated calls as needed)
Oversee Knowledge Management repository (WIKI) and ensure top quality solutions are available to the team
Partner with Director, Tech Ops to develops Service and Business Level Agreements to set expectations and measure performance
Develops an effective and workable framework for managing and improving customer IT services in the organization
Advise management on situations that may require additional client support or escalation
Manage process for communicating new IT services the organization
Review survey feedback to improve services, tools and support experience
You will participate in on call for urgent uses related to Service Desk
Manager will maintain competency and enhances professional growth and development through continuing education and conferences
Tracking (fixed assets) and installing of new computer equipment for employees
Solve Windows / Mac / Linux Connectivity / Printer issues for individuals and identify system-wide issues
Support GrubHub team members in person, phone, IM, and email
Provide enterprise level support for ALL Apple products
Manage imaging and supporting Windows desktop operating systems
Be flexible. We're growing and we need to continue to change to help the company grow
Systems auditing and verifications – making sure our systems are running according to plan

Service Desk Associate Resume Examples & Samples

Setup and support of desktop applications such as MS Office and Adobe Products
Solve problems for people and leave them with a smile
Translate a decent amount…You have to be able to speak with the least technically-minded client (internal or external) and make technology make sense to them
5+ years’ experience supporting desktop services in an enterprise environment
Bachelor's degree in a computer related discipline required
Deep knowledge of Windows a must
Imaging and supporting Windows desktop operating systems
Previous experience with desktop management tools and concepts
Intermediate level knowledge of Linux
Intermediate to Pro level knowledge of Apple OS & Hardware
Enterprise level support for ALL Apple products
Experienced with Lenovo \ Dell (Wintel based) hardware
Software deployment and inventory systems experience - Kace experience a plus
Current working knowledge of Active directory in a multi-domain forest a plus
Windows Server 20xx and related technologies experience
Experience with Atlassian Products ie: Jira, Confluence, Stash, Fisheye & Hipchat
Experience working both independently or as part of a project group
Strong organizational and analytical skills; oral and written communication skills
Ability to take initiative and lead projects
Ability to accomplish tasks without supervision
Must possess a positive and professional attitude
Experience working with virtual / remote staff members

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Service Desk Specialist Resume Examples & Samples

Ensure Service Desk incoming support calls are dealt with in a timely and effective manner
Promote good practice in the use of IT hardware and software
Provide advice and demonstrate use of software and hardware to end-users
Prepare and maintain technical documentation as requested
Perform other tasks as needed when requested to do so by Management
High School diploma or GED and five years of experience in Microsoft Windows based enterprise environment with call center or service desk experience
Working knowledge of computers, peripherals, Windows OS versions 8 and 10
Current TS\SCI security clearance
ITIL Foundation V3
Microsoft Technology Associate
Microsoft Certified Solutions Associate
Microsoft Certified Solutions Expert
Enterprise Desktop Support Technician
Enterprise Desktop Administrator
Microsoft Certified Desktop Support Technician

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Senior Service Desk Specialist Resume Examples & Samples

Respond to requests for technical assistance via phone, email and via the Remedy Tracking system
Track issues to resolution
Updating the internal knowledgebase and communicating lessons learned with relevant business units
Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams
Diagnose and troubleshoot identified problems with PCs, software, communications devices, and network connections as required, including

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Manager, Global Service Desk Resume Examples & Samples

Oversee ongoing end-user support, including service desk and technical support services
Manage service delivery and the team’s monitoring of various support inputs (e.g. tickets, calls, chat, etc.), as well as monitor for proper response to escalations
Participate in achieving IT's vision and strategic imperatives
Ensure the Service Desk is providing excellent end user support; develop and provide relevant metrics to demonstrate performance
Manage internal and vendor relationships both in US and Internationally for effective delivery of services
Refine and improve self-service portal(s), JacobsConnect posts, as Knowledge
Management material
Refine SLA’s and ensure adherence
Provide administrative direction and support for daily operational activities
Define and implement Service Desk related policies, procedures, and best practices
Set employee objectives, monitor and evaluate performance, ensure relevant training
For staff, and provide feedback and mentoring
Ensure the fulfillment of the customer's requirements/ complaints/ order handling
Analyze data and statistics. Isolate and identify areas of improvement
Ensures root cause analysis/post mortem meetings and problem management process for lessons learned and preventive reoccurrence is followed
Overseas and drives Change and Release Management process. This includes tracking and reporting of release/maintenance window preparedness as well as post
Change results, impacts and trends
Bachelor’s degree in business administration or equivalent required
Five to seven years of experience in IT service delivery, direct business engagement, and multiple technology domains required
Five years or more experience in working with the ITILv3 methodology required
Five or more years as an IT Manager, three years of which much be directly managing a Service / Help Desk required
Well versed in supporting Mac/Windows environments required
Experience with supporting users on a worldwide basis required
Strong customer service, performance/people management, team building, and motivational skills required
ServiceNow experience required
Ability to work effectively with staff, peers, and others in and outside the organization to accomplish goals, objectives and to identify and resolve problems required
Ability to multi-task, self-initiate, and work in a matrix organization required
Presents with exceptional written and verbal communication skills preferred
Ability work with little supervision preferred
Fluent in English, additional language fluency preferred

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Service Desk Specialist Resume Examples & Samples

Provide technical support for local, remote field, and garrison sites
Perform TIER I/II server/desktop support (Windows Server 2012 R2/Windows 7/10)
Provide basic cabling and systems administration of server/desktop systems connected to LANs
Desktop system management responsibilities involving account monitoring and security
Perform troubleshooting on many types of hardware and software
Independently support an entire remote site in austere or garrison locations if necessary
High School diploma or GED equivalent with 4+ years of related technical work experience. A BA/BS degree in a relevant technical field with 1+ years of hands-on work experience is also accepted
Currently possess DoD 8570 at IAT LV II certification, CompTIA Security+ce or higher
Microsoft certifications (Windows Server 2012 R2 or Windows 7/10)
Experience with VM applications/systems
Experience with BMC Remedy IT Service Management software

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Service Desk Agent Resume Examples & Samples

Providing first-level support to Sun Life Employees for their IT needs, in a friendly, customer oriented manner
Understanding our callers’ technical needs and troubleshooting their issues in a clear, jargon free manner - resolving where possible and reassigning to 2nd level support teams where necessary
Logging, tracking, prioritising and ownership of all contacts received to the Service Desk, ensuring the completeness and accuracy of the information captured
Responsible for timely follow-up on outstanding tickets and escalating issues through departmental procedures when required
Collaborating with our Knowledge Management team helping identify common problems, developing and maintaining solutions within the knowledgebase
Working with other IT Teams to triage and help resolve outstanding issues
Information sharing with other Service Desk team-members, to assist each other and to continuously raise the bar with the level of support we provide
Contribute to the Service Desks Net Promoter and Customer Effort Score by ensuring Customer Experience is front and centre of every interaction
Participate in focus groups and/or pilots for the on boarding of new products and services with the Support Services team, providing feedback from both a user and support perspective
Maintaining a positive and professional demeanor and portray the company in a positive light
Availability to provide Service Desk back-up in situations including absence cover, BCP and rollouts

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Service Desk IT Administrator Resume Examples & Samples

Provide daily support through installation, troubleshooting, and support of networked computing devices – to include compiling, configuring, and storing deployable images for each PC type
Create, maintain, and apply PC image configurations, updates, and process all security and other mandated computer policies
Serve as Image Manager for MID
Creates master system images and performs integrated testing of applications on master system image
Leads work and works with Level 1 technician on deploying, configuring machines, and system problems
Serves as senior customer technical analyst providing support to Level 1 technicians
Ensures rigorous application information security/information assurance policies, principles, and practices are understood in the delivery of customer support services
Ensures the application of appropriate security measure for each assigned job
Ensures all supported hardware, software and operating systems are compliant with DISA Security Technical Implementation Guides (STIG), DISA Gold Disk Standards, Security Content Automation Protocol (SCAP)
Responsible for installing, deploying, configuring, and managing all aspects of the Navy Medical Data-at-Rest Enterprise Solution (DARES)
Ensures all Suspense Dates are met and Maintains standard images for supported computing devices
Plans, implements, and manages problem management systems
Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements
Records customer service requests into the DoN Trouble Ticket tracking system
Develops and updates Standard Operating Procedures (SOPs), when required

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Service Desk Specialist Resume Examples & Samples

SPOC of IT department for customers, and owner of all incidents re-ported by customers to IT Service Desk
1st line of trouble shooting and issue resolving
Account management
Documents, tracks and monitors the problem to ensure a timely resolu-tion
Escalating issues to appropriate resolver group according to escalation guide
Monitors interaction between agents and callers to ensure quality as-surance standards
Customer focus and very services oriented
Good at oral communication and willing to help others
Good English with both written and oral
Familiar with PC hardware/software, maintenance and troubleshooting (including operating system/application/virus/network problems etc.)
Knowledge with PABX, TCP/IP, SCCM, outlook, exchange and other network concept
Analytical and problem solving skills, ability to do multitask simultane-ously and prioritize the assignment
Good team work
A technical savvy person that willing to use new electronic device and technology

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Service Desk Representative Resume Examples & Samples

Responsible for a high degree of customer satisfaction
Ensure incidents are properly resolved and / or escalated per defined Service Level Agreements
Assist in documenting solutions to resolve customer issue
Accurately document troubleshooting procedures to assist with timely resolution of incidents
Inform management of incidents, which have a significant business impact
Ensure all tickets are properly documented with all troubleshooting procedures
Submit suggestions for process and procedure improvements
College degree in Computer Science or equivalent experience
Retail experience desired. Safeway business knowledge a plus
Minimum 2 years of Service Desk / Call center experience
Proficient with Windows 2K and Microsoft Office Suite products
Must be dependable and flexible with work schedule
Must possess analytical ability and think 'outside the box'
Must be well organized and able to manage multiple priorities simultaneously
Must have proven track record of positive performance reliability
Must possess excellent reasoning and troubleshooting skills
Must excel in a high volume production environment with high customer service expectations
Must have a strong sense of urgency with the ability to multi-task in a fast-paced environment

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Service Desk Representative Resume Examples & Samples

4 year degree (Computer Science, Information Systems or relational functional field) and/or equivalent combination of education or work experience
Intermediate knowledge regarding support technologies such as telephony systems, incident management systems and knowledge management systems
Ability to act as single point of contact offering end to end resolution
Minimum 2 year of Service Desk / Technical support experience
Ability to adopt standard practices and procedures set in the organization with detailed instructions
Self-starter, with a demonstrated ability to learn beyond formal training with a strong aptitude for delivering quality products
Dependable and flexible with work schedule
Good communication and Interpersonal skills with the ability to work effectively in a matrix organization
Ability to read, analyze and interpret technical procedures, decision trees or diagrams
Ability to effectively present information and respond to questions from clients and customers
Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables

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Specialist, Service Desk Resume Examples & Samples

Provide outstanding customer service
Provide advice and training to users
Translate customer-reported symptoms into technical terms
Support and contribution to special projects as needed
Minimum 1+ years Telecommunications and call center experience
Minimum 1+ years previous Service Desk, Help Desk or Desktop Support experience supporting internal customers
Associate degree (or higher) in a technical discipline, IT industry recognized certification (A+, Net+, MCP, HDI, ITIL) or significant relevant work history required
Strong technical knowledge of desktop and laptop support
Strong technical knowledge of networking fundamentals
Strong technical knowledge of Active Directory
Ability to work in a fast paced, team based, customer service oriented environment. Possess strong verbal and written communication skills
Strong understanding of troubleshooting fundamentals Strong research skills

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Managed Service Desk Technologist Resume Examples & Samples

Computer and strong analytical skills
Experience in handling customer calls
Tools: REMEDY, NetCool and other services applications desirable
MS application tools such as MS-Word, MS-Excel, etc
Technical graduate or equivalent experience
Prior background working in NOC environment is highly desired
Knowledge of ITIL is a plus
Attention to details
Technical literacy
Aptitude to manage multiple task concurrently
2+ years of customer support experience.Want to create a job search agent? Send this job to a friend

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Service Desk Specialist Resume Examples & Samples

Experience supporting Windows 7 or 10 operating system, Office application suite, and other applications
Mature approach with a focus on customer service, responsiveness, rapport- building, listening, and questioning skills
Ability to effectively handle and troubleshoot most calls related to hardware, software, and basic network functions
Persistence to pursue problems until they are solved. Balance and good judgment to know when to ask others on the team or escalate the issue
Minimum of two (2) years previous experience in a professional environment with solid phone support skills
Minimum of two (2) years previous desktop support or call center experience
Exceptional ability and knowledge of PC, laptop and printer hardware configuration, deployment and troubleshooting
7 of the total 9 positions require ITIL v3 certification

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Service Desk Agent Resume Examples & Samples

Key role in the support of end users in Private Banking in Japan and APAC
Work as first line of support for front office users, third party vendors and development team
Independently handle issues encountered by end-users and monitor service level provided by second party vendors
Interacting with different key users on a daily basis
Experience in providing IT support to business users
Customer Service/Customer Relationship Management experience
Experience in the banking sector, and familiarity with banking IT systems and applications
Able to perform in a high pressure and highly dynamic environment
Attention to detail; have the ability to work independently
Knowledge of relevant professional IT frameworks (e.g. Globus T24) is desirable

113

Head of CIS Service Desk Resume Examples & Samples

Responsible to manage the CIS Service Desk team, consisting of internal and external resources and performing the Level 1 and Level 2 tasks of the main ticket-based service operation processes
Responsible to manage external Managed Service Providers as delivery units based on SoWs and agreed SLAs per service and end-to-end
Steering the external service provider according to SAP’s guidelines
Close collaboration with all department team leads, program & project managers
Close collaboration with 3rd level operations teams
Active participation for the strategic further development of the business unit and its service portfolio as part of the CIS management team
Transition of tasks and services into the central Service Desk. Today these activities are partly managed by functional infrastructure teams (e.g. network, storage, etc)
Accountable for the precise SLA KPI reporting of the managed service to ensure SLA compliance for all CIS customers for the Service Desk related measures (IRT, LRT, TRT, ..)
Responsible for a high customer satisfaction being the “go to person” for the SAP internal customers
Participation in regular Service Review Meetings together with the CIS service management
Initiating and driving continuous service improvement (CSI) measures & initiatives for the SD business unit
Access Management support
Event Management tracking
RCA tracking
Academic degree (or equivalent), preferably in business administration, computer science, mathematical, technical or science field of study
Strong leadership and management skills
Good knowledge of the ITIL Process Framework, IT Service Desk and IT Service Level Management
Personality to actively steer, support & influence teams being an excellent team-player and -leader
Very good and effective communication skills - easily establishing interpersonal relationships
Ability to think conceptually and customer orientated
Effective time management and ability to work under time pressure and tight deadlines
Very good English and German language skills - both languages are mandatory
Service Desk management and / or operations background of large infrastructure environments is a strong plus
Strong relationship and network management capabilities
Responsibility for the performance of the following main tasks and processes on Level 1 and 2
8+ years’ work experience in the IT industry
Experience in IT Service Desk and IT Service Level Management
Management experience of hybrid (internal/external) teams in a global distributed setting
Strong work and management experience in driving external suppliers as managed service providers
Professional work experience dealing with customers & partners

114

Backfield Asia Pac Service Desk Engineer Resume Examples & Samples

Handle Service Desk mailbox and assist client enquires
Handle Service Desk Hotline and assist client enquires
Log all incident and request cases into Impulse (ServiceNow) call logging system
Keep customers informed on request status and progress and update the cases
Close the cases upon confirmation with users
Handle IT equipment purchase requests
Handle Video Conference requests
System Account Administration
Basic Windows OS, Microsoft products and PC troubleshooting
University Degree holder or above
Customer Service related experience (Call Center prefer)
Able to work in Shift Monday to Friday (6am – 3pm/7:30am – 4:30pm/8am -5pm/9am –6pm/9:30am – 5:30pm/10:30am-7:30pm)
Able to work on Public Holidays

115

Service Desk / Tier, IT Administrator Resume Examples & Samples

3+ years of experience with IT systems administration
DoD 8570 Security Certification required, including Security+, CASP, or CISSP
1+ years of experience with working in an IT service desk
BA or BS degree in a related field preferred
Microsoft Certified IT Professional (MCITP) Certification

116

Service Desk Specialist Resume Examples & Samples

24 X 7 Service desk remote Operation Support via email, web & ticketing tools
Provide Level 1 & Level 2 technical support for Windows platform issues
Provide level 1 technical support for applications on Windows based systems
Identify opportunities for optimizing performance and provide suggestions for development
Should have exposure handling escalations
Have experience of
Supporting remote bespoke systems (hardware and software) located in many countries around the globe
Liaising with IT colleagues and vendors from around the globe
Fair knowledge on Windows Server Administration (2007 and above)
Array Networks SSL-VPN
RSA SecurID Administration
The candidate should be
Client oriented
Service oriented
2 to 3 years of overall experience working in 24 X 7 IT infrastructure & Service operations environment
1+ years of relevant experience in Service Desk Support
Should have a good and relevant degree
Must be ITIL V3 certified

117

Service Desk Supervisor Resume Examples & Samples

Responsible for the day-to-day management, supervision and service delivery for the Westfield Service Desk, which provides first, second and third levels of support for the Westfield’s corporate headquarters and Southern California area centers
Day-to-day. Provide leadership for Service Desk team members through mentorship and coaching. Ensure incidents are resolved timely while looking for opportunities to develop and mature IT Service Management processes. Manage staff schedules to ensure Service Desk coverage during normal business hours and on-call support, as needed. Oversee and act as an escalation point for all IT requests and incidents between the Service Desk and other IT teams
Process improvement. Solve problems and make decisions relative to Service Desk responsibilities. Develop policies and procedures for the Service Desk. Develop and maintain an IT technical knowledge base of identified problems, known errors and solutions. Procure and manage inventory for computer and peripheral assets. Train Service Desk staff on operational procedures and troubleshooting techniques. Facilitate training on new hardware and/or software applications as required
Management. Establish and track metrics and KPIs to ensure consistent quality desktop support for employees on a regular schedule and/or as needed. Write and deliver Service Desk staff performance appraisals annually to meet HR time requirements for completion. Approve hours worked, PTO, travel and other Service Desk staff needs
Experience. Minimum 5 years’ experience in an IT technical support role supporting both Microsoft Windows and Apple OS X desktops and notebooks and VoIP phones. Three to five years’ experience hardware and software installation and maintenance. One or two years’ previous supervisory experience preferred. IT Infrastructure Library (ITIL) experience or certification preferred. Experience with workflow and ticket management systems such as ServiceNow is a must for this supervisory role
Traits and skillsets. Strong communication and customer service skills are an absolute requirement. An ability to work in a collaborative team environment is necessary. Proficient time management and organizational skills and the ability to comprehend and document technical issues with attention to detail are needed. The ability to manage, prioritize, and communicate status of multiple tasks simultaneously are skills that will be utilized daily

118

Service Desk Agent Resume Examples & Samples

The IT Service Desk Agent will provide technical assistance and support for incoming requests and problems related to computer systems, software, hardware, mobile devices, and infrastructure
The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7 and Office suites
Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes
Problems \ requests range from simple to complex; the candidate will analyze each request or symptom(s) and provide optimum resolution \ fulfillment for each customer in a prompt and efficient manner
Performance is measured on a variety of Key Performance Indicators (KPI’s), including First Call Resolve (FCR), SLA, and customer services
Excellent communication skills, phone presence, organizational skills, and multitasking are necessary attributes to meet the expectations of the position
2-year degree required

119

Senior Service Desk Specialist Resume Examples & Samples

Install system wide software and assist with fine-tuning system performance
Set-up administrator and service accounts
Provide polite and friendly customer service
Bachelor's degree with 3+ years of related experience. Additional training and/or years of experience may be substituted in lieu of a degree
Working knowledge of computers, printers, laptops, and common Windows applications in a Windows environment
Currently possess DoD 8570 IAT level II certification, Security+ce or higher
Large Enterprise-level IT experience in supporting multiple Operating Systems and environments
Microsoft Windows7 or other relevant MS certification

120

Service Desk Representative Resume Examples & Samples

Escalate to a Manager any calls or emails that are sensitive in nature to our reputation
Accurately prepare individual metrics at the end of each business day to be consolidated with the group's performance
Monitor system performance, escalating technical-related issues to management or via trouble ticket escalation
Continuously improve call handling skills, systems knowledge, communication skills and knowledge of customer base
Have an active participation driving process improvements, customer service, and system expertise and compliances solutions
Advanced English required
Excellent customer service
Good personal computer systems skills
Microsoft Office (Word, Excel) knowledge
Higher degree is preferred

121

Director, Global Service Desk Resume Examples & Samples

Transforms Viacom Media and Technology Services (MTS) strategies into multi-year plans and goals to align global Service Desk delivery with key business objectives
Exercises judgment and influence on key Service Desk areas such as standards and policies, reporting and metrics, and continual service improvement. Partners with IT and business stakeholders to ensure services delivered are exceeding customer expectations
Possesses solid understanding of the business area’s needs, including aligning Service Desk support solutions to their functional processes, business objectives and organizational dynamics
Leads the successful delivery and transition of new services, including
Maintains an awareness of best practices in the Service Desk industry and implements as appropriate. Pursues and implements proactive avenues to continuously improve the end user experience, such as leveraging mobile, self-service, and social media platforms to drive high customer satisfaction
Possesses knowledge about the business of Viacom, including the key work processes and success factors of different units and functions
Creatively develops and sets tactical direction for the global Service Desk team. Proactively works with the outsourced vendor to ensure seamless delivery of established performance goals, objectives and development plans; and providing ongoing constructive performance feedback
Continually improves Service Desk procedures and processes, and measures the success of these efforts. Serves as a change agent to help drive ITIL process maturity throughout the Client Services organization, and MTS
Quick to establish strong operational credibility to the business and a reputation for service excellence and solutions delivery. Serves as the key escalation point who interacts daily with business and IT partners to assist with resolution of open incidents and requests; develops and maintains strong relationships with these business and IT partners and staff
Balances and negotiates the needs of multiple users and communicates the business advantages of various Service Desk solutions and tools
Seen by business partners and MTS colleagues as a key resource to escalate Service Desk problems and to receive guidance and complete solutions
Communicates clearly and precisely with all levels of the company. Develops communications plans and templates for use by the Service Desk
Works autonomously to implement and achieve key Service Desk objectives only seeking guidance when strategies shift or need to be clarified
Can make hire/fire decisions, within company policies. Implements performance improvement plans and any necessary corrective actions
Ability to communicate technical Service Desk subject matter to non-technical staff
Provide 24x7x365 global support for Service Desk problems that require immediate assistance
Typical candidate will possess 8+ years of relevant experience and BA/BS degree or equivalent. Advanced degree highly desirable
An accomplished leader who excels at customer service, managing stakeholder relationships, and displays outstanding problem solving, communication, and organizational skills
An overachiever with an unparalleled passion and drive to deliver service excellence and continual service improvement
Media industry experience a plus
CompTIA or HDI certifications a plus
Exceptional knowledge of Cisco Call Manager, ServiceNow, MS Office Suite (2010/O365), Windows 7/10 and MAC OSX, iOS and Android, VPN/Citrix/VDI, and Active Directory
Familiarity with various SaaS solutions, such as SAP, and enterprise applications, such as Concur
A proven and established track record of success delivering best in class Service Delivery across the Service Desk functional domain

122

Service Desk Specialist Resume Examples & Samples

Answer end-user questions via phone and email on all IT supported applications
Troubleshoot Desktop, application related issues on Windows & Mac
Troubleshoot issues on iOS and android devices
Determine source of computer problems (hardware, software, user access, etc.)
Advise end-users on appropriate action
Link calls to known issues
Participate in assigned projects and ability to cooperate & work as a team player
Identify process improvements
Experience in a Service Desk/Technical Support environment
Familiarity with Adobe products
UNIX\Linux\Win Servers system administration
User Account administration
Familiarity with telecommunications services including VOIP, wireless and video conferencing
Familiarity with security services including Anti-Virus, VPN, OTP tokens and Digital Certificates
Experience with relational databases
Knowledge of SQL databases

123

Queue Manager Service Desk Consultant Resume Examples & Samples

Monitor all tickets severity 3 and severity 4 incident tickets
Manage and assign level 1 helpdesk queues
Insure valid ticket assignment to CGI’s level 1 helpdesk technicians by cross referencing schedules with the monitoring tools
Monitor the open incident queues to prioritize the resolution of certain tickets
Initiate notification and escalation when necessary to internal support groups or to Client Engagement Manager (CEM) for client owned support groups ; Follow up to have tickets updated
Run basic QA checks on proper usage of ticketing tool platforms
Execute management reports for better follow-up and in order to notify the operations teams
Strong knowledge of ticketing tools
Microsoft Excel (macros, pivot tables, graphing/charting, formulas)
Microsoft Access (queries, macros)
Microsoft PowerPoint
Attention to detail is a must
Ability to use time productively, maximize efficiency, and meet challenging work goals
Demonstrated critical thinking and problem solving skills
2 or more years of experience in the Technical Service Desk operations

124

Service Desk Intern Resume Examples & Samples

All applicants must be in the process of securing a degree or equivalent from an accredited university
Able to work as an effective member of a team
Motivated to work in a fast-paced environment
Customer-focused

125

Head of Service Desk Mexico Resume Examples & Samples

Has a substantial impact on the profitability or operating efficiency of the employing organization(s)
Has a significant influence on policy formation
Performs work which is mainly non-routine and often includes strategic decision making and large-scale deployment of methods, processes and tools
Demonstrates competence in key areas of management and leadership expertise including communication, staff direction and motivation, financial planning and control, quality management, risk analysis and the achievement of targets
Demonstrates an extensive knowledge of own and supportive areas (IS, F&A, HR etc.)
Business Language
Business Methods: Executive selling, value based argumentation, opportunity management, CRM, set up of consistent sales methodology
Conflict Management
Internal policies
Leadership and Management methods
Market / New Trend, Client, Competitor and product knowledge
Performance Management
Company principles and values
Business and commercial basic principles such as Accounting, US_GAAP, EBIT, cash flow, forecast, business volume, cost calculation/control, interpretation of key data for controlling, profitability considerations, Sarbanes-Oxley
Personnel Processes and Instruments
Product Portfolio
Moderation Skills
Technical knowledge
IT Skills
English (written and spoken)
Political Developments
Problem Solving Techniques

126

Teamlead Service Desk Resume Examples & Samples

Organisation of the team and the workload incl. workflow optimisation and shift scheduling
Coaching, development and management of assigned staff and appropriate review
Recruitment of new employees along with the human resources department
Subject to workload you will be assisting as an Incident manager with service orders via phone, e-mail, fax, Internet or through monitoring, provide service contracts to the competent authorities suppression and document the service requests in the CRM
A successfully completed commercial or other relevant training, good basic business skills and/or networking skills
At least 4 years relevant work experience in a call center or shared service center
Have a proven track record of delivering results

127

Service Desk Technical Analyst Resume Examples & Samples

Be readily available to answer the phone to our customers in a professional and efficient manner
Providing a positive image of the company through your role as the first point of contact with customers
To ensure that all is work carried out in accordance with ITlL Incident Management guidelines
Log calls via the appropriate call logging system and provide a high level of technical fix. For example

128

Service Desk Representative Resume Examples & Samples

Knowledge in the use of PC and Windows environment / office
Very dynamic profile, proactivity
Monday at friday 11hs - 20hs
Advance Knowledge English, Portugues, Spanish

129

Service Desk Anst Prin Resume Examples & Samples

Troubleshoot, document and, if unable to resolve, transfer incident to Desktop Initiative Tier II or back to the appropriate customer Service Center (as appropriate)
6-8 years working in a IT support environment
Excellent Verbal and Written Skills
Security + or 8570 compliant (or obtain within 90 days of hire)

130

Automation Engineer Service Desk Resume Examples & Samples

Automation of standard tasks within the Service Desk
Designing automation work flows across multiple infrastructures
Collaboration with Infrastructure and application teams to solve cross platform issues
Creation of custom tools to reduce manual intervention
Ability to reverse engineer current in house built tools
5+ years of experience with desktop client engineering within a complex organization including development, implementation and support experience
Bachelor’s degree in computer science or equivalent related field experience
Previous experience using automation tools such as Chef, System Center Orchestrator, or other automation tools
Proficient in scripting languages such as VBScript and Powershell
Understanding of Windows platform including AD, Group Policy, and scheduled tasks

131

IT Service Desk Specialist Resume Examples & Samples

Respond to emergency and data center facility incidents to maintain availability of the data center resources
Provide 1st level support as needed for SAS internal organizations to ensure 24X 7 Global Support is available
Communicate with vendors or support teams to accurately record details of incidents using incident management software
Facilitate meetings with IT staff and Stakeholders following incidents of mission critical services to review resolution steps taken and root cause of the incident
Assist with installation and modification of software products on the network as required
Create and maintain internal documentation

132

Service Desk Specialist Resume Examples & Samples

Provide a single point of contact for the organization in support of General IT Desktop services
Answer, log, track and process incoming escalated technical phone calls regarding application, hardware, OS and related solutions in an enterprise environment
Troubleshoot, prioritize and provide end user support for Tier 1 trouble tickets for desktop and enterprise applications, desktop computers, laptops, network access, e-mail, Web, local/networking printing, iPhone, iPad, connectivity, remote access, and hardware issues
Perform basic troubleshooting tasks and operating system support. Follow established guidelines to accomplish tasks and solve routine/non-routine problems
Ensure quality customer service is provided at all times and refer more complex user problems to appropriate second or third level support groups for follow-up and resolution
Identify chronic occurrences in reported technical issues, and notify management of increasing trends, unusual activity or repeated activity
Brief customers as well as management on the status of current resolution efforts
Monitor Job Scheduling and Network Performance applications to identify and escalate all production problems
Monitor weather conditions for the organization and escalate when necessary
Trains customers on operating system and other standard software applications
Must be at work on a regular and predictable basis or as scheduled

133

Service Desk Supervisor Resume Examples & Samples

Associate's Degree in Accounting, Finance, or Business or a minimum of 2 years of experience is required
A minimum of 3 years of industry experience is strongly preferred
A minimum of 1 year of supervisory experience is required
Current First Aid and CPR certifications are required
General office experience
Proven ability to deliver high-quality customer service and support
Proficiency with standard word processing, spreadsheet, and database software
Professional, enthusiastic, team-oriented attitude
Ability to multi-task, complete detail-oriented tasks, and work independently
Fitness experience is a plus

134

Service Request Manager / Service Desk Resume Examples & Samples

Provide email assistance to corporate clients and critical systems alerts
Record requests reported by clients; support the client through the problem resolution process
Coordinate with the different teams involved in the requests
Consult the KB and/or existing documentation to perform analysis that is compliant with established processes
Consult previous tickets to find similar cases as needed when resolving requests or creating accounts
Effectively manage work load to reach and maintain service levels
Prioritize your work and respond to newly transferred tickets in a reasonable timeframe so objectives are met
Monitor various service queues
Create reports required by operations

135

Service Desk Representative Resume Examples & Samples

Associate’s degree in Computer Science or related field, appropriate technical certifications, or equivalent experience preferred
Experience with applicable hardware, operating systems, and applications preferred
Prior experience in a healthcare related field helpful
Expertise with Windows and PC Software programs preferred
Strong analytical skills to think critically, assess input, and develop possible solutions required

136

Service Desk Specialist Resume Examples & Samples

Provides advanced technical support to internal Ecolab associates on a variety of issues
Fielding phone and e-mail requests for service
Active in the development, enhancement, and maintenance of equipment and data
Responsible for identifying, logging, researching, and resolving incidents. When requests are beyond their capabilities, the associate is responsible for documenting, tracking, monitoring, and ensuring timely request resolution
Relies heavily on experience and personal judgment to plan and accomplish goals
Working with Development staff to test handheld application and reporting enhancements
Deliver process documentation to field for application enhancements
1+ years of experience in a Help Desk/Service Desk environment
1+ years technical knowledge of commonly-used concepts, practices, and procedures, basic technical knowledge of servers, networks, applications, and hardware in a business environment
1+ years experience utilizing call management software & monitoring tools – such as Remedy or ServiceNow
Associates Degree in Information Technology or related field
2+ years Microsoft Office Experience: Outlook, Word, Excel, PowerPoint
Experience with iOS, iPhones & iPads
Mobile application support
Familiarity or direct use of MDM technologies such as AirWatch

137

IT Service Desk Specialist Resume Examples & Samples

2 to 4+ Years experience
Comp-TIA Network+
Manufacturer certifications

138

Service Desk Representative Resume Examples & Samples

Be able to provide assistance for up to 35+customers per day (or more depending on seasonal volumes)
Provide accurate, up to date information pertaining to Health & Welfare Benefits, Payroll, Pension/401k, Health Progress, Rebate, and Corporate Card Services
Identify and resolve issues pertaining to Ingersoll Rand policy/eligibility guidelines
Perform needed analysis; conducting required research and provide resolution to bring closure to customer issues, during the First Call if possible
Follow up with customer issues in order to guarantee prompt resolution
Ability to multi task and prioritize in a fast-paced environment
Customer Focus/Quality oriented and results driven skills required
Excellent communication, with analytical and decision making skills
Document each call accurately with customer ticketing system
Instill trust and confidence while working with customers to overcome challenges
Must be available to work flexible full time hours depending on assigned shift; Shifts range from 7am-7pm EST, Monday-Friday. ((Position shift is 10:00am-7:00pm))
High School diploma; Associates Degree or College Degree preferred
1-2 years call center/customer care or other related customer contact experience required, 5+ years preferred
Computer proficiency required ( Word, Excel, Outlook)
Inbound/Outbound Contact Center call handling (Phone Soft Skills)

139

Service Desk Specialist Resume Examples & Samples

Ensure that all interactions with Customers are pleasant and professional, while following ABB standard call and ticket handling procedure
Manage an accurate report of the resolution is documented in the call history including knowledge articles or technical documenters used in the resolution
Achieve allocated development, training, audit and administrative tasks
Build professional relationships with all stakeholders
Contribute to the continuous improvement of designated Cloud Services processes

140

Service Desk / Knowledge Base Analyst Resume Examples & Samples

1-2 years Phone support experience receiving
Windows 7 Active Directory experience
Outlook 2010 experience

141

Service Desk Resume Examples & Samples

First point of contact for all information technology issues within the bank
Responds to telephone calls and email from employees for IT support
Support Windows 7, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, office telephone and voice mail usage
Ability to accurately interpret and fulfill customer requirements to achieve customer satisfaction

142

Service Desk Specialist Resume Examples & Samples

Windows XP/7 support
VPN and other remote access solutions
Service Desk ticket tracking software use
Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally
Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP and Windows 7 environment, offering a variety of level 1 to 1.5 solutions over the phone. Using remote control tools to assist customers when needed
Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base
Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool

143

Service Desk Specialist Resume Examples & Samples

Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame
Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests
Provides polite and customer friendly service support for problem resolution
Attempts ot resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required
Documents incident status and solutions in incident database tools
Possesses current working knowledge of computers, printers, laptops and common windows applications
Works through various types Tier II issues with telephone assist

144

Jira Service Desk Admin Resume Examples & Samples

Set up, administer and support Atlassian Tools JIRA Service Desk and Confluence
Gather requirements for business processes,and determine ways to optimize/improve JIRA Service Desk setup and workflows, as well as identify where functionality can/cannot meet user requests
Create comprehensive JIRA Service Desk workflows including project workflows, screen schemes, permission schemes, notification schemes etc
Utilize Confluence for knowledge sharing and integrations with JIRA Service Desk
Setup reports, dashboards and filters as well as utilize third party add-ons in JIRA Service Desk and Confluence
Create development / testing version of Jira Service Desk to test new workflows and modifications to existing workflows
Locate and define new process improvement opportunities
Provide Jira Service Desk training to the company's users
Create and maintain detailed technical and user facing documentation
Gather requirements for business processes, and determine ways to optimize/improve JIRA Service Desk build and configure; workflow, screen and field scheme's, as well as identify where functionality can/cannot meet user requests
Develop metrics dashboards in JIRA Service DEsk to provide end-users and business leadership with meaningful operational/performance metrics and status reports
Actively and consistently support team(s) to understand and enrich the customer experience
Help maintain JIRA Service Desk projects and perform as local admin for the teams
Communicate effectively and work closely with other teams to educate best practices across the organization
Creates and updates training manual, documentation, help guide, best practice and resources as needed
Be the initial support tier for JIRA Service Desk and Confluence
Minimum of 3 years of hands‐on experience working with the Atlassian product suite, with specific focus on JIRA Service Desk and Confluence
Familiarity with hands-on experience using JIRA REST APIs for integration with other tools
Familiarity with Java, Apache Tomcat, APIs, Certificates, POSTGRES and MySQL
Energetic and ability to work in a fast changing dynamic agile environment; strong work ethic with good time management
Linux sys admin experience a strong plus

145

Service Desk Representative Resume Examples & Samples

1+ Year of Technical Troubleshooting Experience with Windows, Email, Network Support
1+ Year in a phone support or customer service role (call center)
Peripheral support exposure
Entry level candidates who have great customer service with light troubleshooting experience and the appetite to learn technology*
Provides primary support in answering incoming calls via telephone, intranet / internet, e-mail, and fax
Creates service request in call tracking system with accuracy and timeliness
Assists in generating defined performance reports or charts to schedule
4067 or 309.407.7619

146

End User Service Desk Password Resume Examples & Samples

Basic Active Directory tasks, reset or unlock LAN passwords and/or user accounts & adding/deletion of security groups
Monitors and manages request mailbox and facilitates appropriate client support, including system user set up and access support
Receiving, logging and managing calls from internal staff via phone and Service Desk Manager tool
Escalate unresolved calls to second level functional support teams
Take ownership of user problems and provide status follow up of open tickets and communicate progress in a timely manner
Experienced in working with ticketing systems

147

IT Manager Service Desk-plymouth, MN Resume Examples & Samples

Assign, prioritize, and track writing projects for the department. Set agendas and calls department meetings to discuss issues concerning the service desk staff, such as style and template revision, hardware and software issues, and department policies and procedures
Responsible for staffing, training and performance review; makes recommendations regarding promotions, salary and disciplinary action
Manage service desk resources for optimal performance; oversee the delivery of day-to-day technical service desk efforts including receipt, prioritization, documentation, and resolution of information systems products and services
Responsible to plan for and manage the budget designated for the department
Plans and implements major initiatives related to the support center
Effectively manage the department functions while meeting and adhering to corporate, legal, and regulatory policies, guidelines, and requirements regarding compliance. Work with the compliance and Legal departments for overall updates, procedure changes or development, and resolution of issues
5-7 years progressive experience in service desk or related experience
Minimum three years of hands-on experience in Desktop Support and Software Support; 2+ years in a supervisory or project management role
Demonstrated ability to lead
Direct supervision of team of Service Desk Specialists and PC Support Specialists

148

Service Desk Specialist Resume Examples & Samples

Position requires seven years experience as a Service Desk Specialist
Understanding of networking fundamentals
Experience with Sponsor enterprise network operations and policies, SharePoint 2007/2010, and Microsoft Excel 2010
Strong customer service and technical writing skills
Demonstrated written and verbal communications skills, including ability to giving formal presentations to different audiences
Experience performing assessments, developing or improving configuration management processes and procedures, and implementing these processes and procedures
Ability to work creatively and analytically in a fast-paced environment

149

Service Desk, Tier Resume Examples & Samples

2-4 years in a Service Desk environment
2-4 Experience of basic troubleshooting of Microsoft based products
Worked with and/or familiar with Microsoft System Center Service Manager Suite (SCORCH, SCOM etc)

150

Manager Service Desk Resume Examples & Samples

5-8 years experience of service desk management in an international environment
Previous experience in help desk support for applications, desktop and network services and products
Experience in negotiating and managing 3rd party suppliers

151

Service Desk Specialist Resume Examples & Samples

Minimum of five years’ service desk experience
Demonstrated excellent communication and customer service skills
Demonstrated experience with networking fundamentals
Demonstrated experience with Sponsor enterprise network operations and policies
Demonstrated experience with Active Directory/Access permission administration
Demonstrated excellent hardware and software troubleshooting skills
Demonstrated experience in technical writing to include communicating solutions and workarounds to end-users
Demonstrated ability to share data and technical techniques with peers
Demonstrated ability to work independently or under only general direction
Demonstrated ability to multi-task without sacrificing quality
Demonstrated written and oral communications skills, including giving formal presentations to different audiences
Demonstrated experience performing assessments, developing and/or improving configuration management processes/procedures and implementing these processes/procedures
Demonstrated ability to work creatively and analytically in a fast-paced environment
Demonstrated teamwork and collaboration skills
Typically requires bachelor’s degree or equivalent, and five to seven years of related experience

152

Service Desk Admin Resume Examples & Samples

Set up new employees (laptop imaging, user accounts, email, building and application access, phone)
Install, configure, and update computer hardware, software and patches
Manage user accounts through Active Directory (creating users, unlocking account, password reset, updating information, etc.)
Work with PC hardware vendor to schedule replacement of failed components
Resolve network related issues (Ethernet, wireless and Internet connectivity, printer and resources)
Ensure compliance with applicable procedures for maintaining official records and equipment usages
Create and update system images
Coordinate system and application license purchases
Assist employees in connecting personal devices (iPads, iPhones, Blackberries, Android devices) to our wireless network and email system
Recommend ways to optimize our computing environment
Monitor PC backups
Ensure security policies are followed

153

Head of Service Desk Resume Examples & Samples

Building and shaping a high performing team with proper customer centric mindset, knowledge, empowerment and sense of purpose that delivers valuable and timely support to our End Users. Overseeing the entire SD operations on daily basis, being accountable for overall service quality of the center
Strategic planning of the SSC, organizing, implementing and maintaining IT support
Managing HR (staffing) and finance (budgeting) requirements of the center, being responsible for all hiring decicions within the SD
Defining future service requirements, innovation of services, and service improvements. Engaging and managing regional leadership stakeholders such as the APAC CIO and IT Cluster Leads
Convening monthly review meeting with IT cluster leaders and APAC CIO; preparing monthly review reports and dashboards for APAC CIO and IT cluster Leads

154

Manager, Service Desk-americas Resume Examples & Samples

Manage the Information Services Americas Service Desk staff for all offices including affiliated companies located in North and South America
Hire, train, conduct performance evaluations and institute disciplinary action for IT Support Analysts across the Americas
Work with global Service Delivery team to establish and maintain policies, processes and procedures to meet the needs of the Companies worldwide
Manage Americas IS Service Management process
Support the global IS Asset Management process
Responsible for management, inventory and tracking of IS assets within the region
Report defined regional IS Service Metrics that will be used to meet the expectations of consistent global Service Delivery
Introduce use of Service Desk Institute Standards (SDI) and ensure benchmarks are met to include standardizing SDI metrics to match requirements in Europe and Asia where affiliated offices are located
Manage service request ticket allocations and ensure issue proper resolution and documentation
Coordinate change request process for regional IS equipment purchase orders by creating change tickets, assign appropriate work orders and ensure proper change control is followed
Use Cisco Command-Line Interface (CLI) in working with company’s CISCO-based devices
Work with the global Operations team to verify proper escalations and processes are followed during a service disruption within region
Manage and provide employee and staff technical training. Ensure system integrity and security to prevent software/hardware intrusions
Excellent interpersonal skills, including ability to communicate clearly and concisely both orally and in writing with all levels of management
Hard-working, detail oriented and committed to producing great end results
Ability to thrive in a fast paced, rapidly changing work environment with many competing priorities
Self-starter with the ability to multi-task
Ability to work in a dynamic, deadline-driven environment
Ability to work autonomously and as a member of a team
Develops and drives accountability for self and others
Strong customer/client focus with the ability to provide a superior customer/client experience and build long-term relationships
Demonstrates professional maturity that represents the organizations image
Must have 2 years’ experience in each of the following
Using Cisco Command-Line Interface (CLI) to configure, monitor and maintain CISCO devices
Ensuring all Service Desk Institute Standards (SDI) benchmarks are met in Service Desk operations for Financial Services or Private Equity organization
Creating standardized SDI metrics to align with global standards in Europe and Asia; and
Implementation of ITIL v.3 best practices for Service Desk functions in a global environment
Must have 1 year experience utilizing Fortigate Intrusion Detection/Prevention equipment
Accountability - Demonstrates a commitment to and responsibility for accomplishing individual, team and business objectives
Planning - Identifies business needs, problems and risks proactively, and develops well founded plans that specify strategies, actions/solutions, risk mitigants and desired results
Adaptability - Exhibits the capacity to successfully change and evolve one’s actions, opinions and behavior as a result of changing priorities or environment
Communication Skills - Proactively communicates in the appropriate medium with clarity and focus at the right level to ensure delivery has the appropriate impact
Team Work - Fosters collaboration among team members and business partners, and uses capabilities to achieve team goals

155

Service Desk Resume Examples & Samples

Strive to resolve 75% of incoming tickets without escalating to a 2nd or 3rd level team
Learn about the client's business and the importance of IT to the business
Learn about the client's IT systems and applications and understand how they interact with one another
Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc
Extensive Customer Service experience
Passion for servicing IT customers
Passion for understanding all types of technology
Multi-tasking capabilities
Ability to grasp complex concepts quickly
Persistent problem solving ability
MUST have a two year degree (minimum)

156

Service Desk Analysts Resume Examples & Samples

Provide a first, and single, point of contact into Capita Services Desks for all supported businesses
Ensure incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software
Deliver outstanding customer service standards by answering all calls promptly, remaining courteous and professional at all times
Logging of all incidents in the appropriate call logging software, ensuring all relevant information is obtained, correct categorisation, contract, SLA is chosen and advise caller of unique call reference number
Provide problem diagnosis, using appropriate support tools and resolution for desktop problems. Assign calls to correct third party queues where appropriate
Resolve and close cases to customers satisfaction or escalate to the appropriate ITS Management where further direction is required
Demonstrate a positive attitude towards change by words and behaviours. Challenge the way things have always been done and suggest improvements
Good attendance and time-keeping

157

Manager, IT Global Service Desk Resume Examples & Samples

Responsible for all GSD service provision, occasionally requiring travel and extended / unsociable hours
Responsible for GSD team recruitment, retention, performance measurement and continuous improvement plan
Member of Service Management leadership team and Customer Service management team
Line management of the GSD team in High Wycombe and any GSD employees located in other UK offices / home-workers
Partners with GSD manager in Hong Kong office - collaborate on objective setting, etc
Contributes to IT problem management process through problem identification, development of known error and workaround definitions, and verification of problem resolution
Team operates agreed business / IT processes including joiners & leavers, major incident and hardware / software request, ensuring audit and policy compliance at all times
Leads and participates in ‘shift left’ projects to identify and implement projects which move service activity to GSD from other IT teams
In collaboration with the Operations support team, deliver appropriate reporting
Experience running a multi-lingual 24x7x365 service desk
Proven success within an international business, preferably a retailer
Experience of agile project management would be advantageous
ITIL Qualifications are desirable

158

Myhealth Online Service Desk Representative Resume Examples & Samples

Associate's Degree, or Bachelor's degree in Communication, Business, Healthcare Administration, or liberal arts OR equivalent work combination of coursework and experience in a service industry highly desired
Familiar with technical terms and Internet usage, such as cache, cookies and other basic technical terminology
Multiple years of customer service experience in a medical specialty practice or other healthcare related occupation with transferable skills

159

Service Desk Specialist Resume Examples & Samples

Preferable previous experience in customer service/customer care
Excellent customer service skills; problem solving and communications skills
Comfortable working with Technology related tasks
Advanced level of English (mandatory)
Interested in a part-time job

160

Analyst, IT Service Desk Resume Examples & Samples

Monitor incident management queue (Remedy) for all incidents. For each incident,perform QA on troubleshooting steps taken to date; determine appropriate escalation path and assign incident to appropriate team for resolution;validate expected incident response and resolution times; and provide contact information directly to customers
Follow-up (via phone, email or in person) with technical response teams on incidents that have not been responded to and/or resolved in order to ensure highest level of customer service. Provide timely follow-up to originating customer and respond to inquiries and concerns they may have
For all escalated tickets, determine whether knowledge management artifacts, self-service or help desk tools, or published web site information could solve this incident in the future; provide key details for such improvements to appropriate work teams as needed
Work with colleagues and supervisors to ensure smooth communication and escalation flow during major outages during and after normal business hours
Provide direct technical support to technology support staff in partner IT units
Follow standard operating procedures and guidelines in relation to all work performed
Participate in regular team meetings and training sessions
Work with the Help Desk management to ensure smooth communication and escalation flow during major outages
Escalate Tier 3 problems to appropriate support groups through the incident-tracking system and according to department problem resolutions process
Note: The intent of this list of primary duties is to provide a representative summary of the major duties and responsibilities of this job. Incumbents perform other duties as required
Constant attention to customer service
Excellent time-management and organizational skills
Exceptional customer service skills, including verbal and written communication skills
Demonstrated ability to work as part of a team in a fast paced environment
Exceptional multi-tasking capabilities
Working knowledge and understanding of Duke's technology infrastructure,applications and tools,as generally gained through previous work experience in the OIT or similar service desk
Demonstrated knowledge of IT business processes and procedures.Expertise in administrative ad enterprise application support; knowledge of Duke and the internal working groups in OIT preferred
Experience in customer service and incident management tools (Remedy experience preferred)
Expert knowledge of Windows and Macintosh operating systems, as well as strong familiarity with Linux/UNIX
Expertise in Internet applications, including email software, web browsers, wikis/blogs,calendaring applications and networking concepts
Demonstrated analytical skills, including computer troubleshooting techniques
Demonstrated communications skills, both verbal and written

161

Service Desk Tech Resume Examples & Samples

Determine the scope of the trouble ticket and the responsible department
Establish and maintain a professional relationship with customers, team members and department contacts
Cooperate with team members to provide the best customer experience possible
Provide quality customer service that exceeds customer expectations

162

Service Desk & Service Operations Data Trend Resume Examples & Samples

Reports and analyzes service tickets created provide service ticket statistics. Speed to Answer & Total time Resolution (TTR), First Contact Resolution (FCR), TTR, (fluent with ITIL Process and reporting, Request Fulfillment, Incident Management, Problem Management etc.)
You use the analysis for tasks such as observing organizational bottlenecks, identifying staffing issues, tracking the performance of your support organizations, and viewing the average length of time issues remain open. All delivered reports include multilevel
The preferred candidate will have a bachelor and/or Lean/ Six Sigma Certified
3 years’ in a call center environment and/or analyzing/reporting environment
Excellent understanding of data mining and root cause analysis techniques
Strong creative problem-solving skills, business acumen, and customer focus
Experienced at dealing with large sets of data
Able to work cross-functionally and to manage multiple competing tasks in a fast-paced environment
Proficiency in MS Excel, Access and SQL

163

Service Desk Associate Resume Examples & Samples

On-board the Bank/ Campus New Hires / Exit / Transfer Users / Contract Ext
Tracking and monitoring of DD groups across the board
Following up on Bank Campus New Hires / Exit / Transfer Users queries
Escalate to relevant managers of SLA’s breaches for acknowledged and resolved calls (Call Management)
Monitoring of the Campus New Hire Mailbox
Log and manage IT Support calls received via email, Self-Service Portal and Telephone
Backup for Service Desk Support to our customers
Escalate calls functionally or hierarchically if you cannot assist the customer yourself
Manage and track calls to resolution, adhering to the SLA
Identify areas of improvement within the support function
Create/update support documentation if the need arises
Own High Priority logged calls to resolution
At least 2 years’ experience in the Service Desk support environment – Not Helpdesk (“Catch and Dispatch”)
ITIL V3 Foundation Certification
A+ and N+ Certification
MCSE / MCSA advantageous
Voice / Communication Training advantageous
Innovative
Pride in what you do

164

Agent Service Desk, Amman Jordan Resume Examples & Samples

Within SITA Service Desks, the Service desk agent is responsible to handle, at level 1, the incidents, service requests and change requests (assigned to him/her) which are raised by customers when they face issues with the use of SITA products and services. Those incidents are reported via various media: telephone, e-mails or web portal
Airport Services
Exposure to ITIL and to IT and network components and principles

165

Service Desk Technical Analyst Resume Examples & Samples

Trouble shooting
Good written and spoken communication skills
Able to work under your own initiative as well as part of a team
Excellent knowledge of Microsoft Operating Systems and Applications
Previous experience working on a Service Desk
An understanding of working to SLAs

166

Service Desk Associate Resume Examples & Samples

Minimum 1 year of technical support experience in a call center environment
Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat
Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively
Proven ability to think and troubleshoot logically and act decisively in critical situations
Experience with account administration and password resets in a Microsoft Active Directory environment k) High school diploma or GED
Must be a US Citizen and possess a US “Public Trust” clearance, Secret (or higher) clearance, or be able to obtain a Public Trust clearance

167

Director, Service Management Service Desk Resume Examples & Samples

Design, implement and communicate a delivery model for enterprise IT services that includes policies and standards development for service definition and business case justification, service level agreement framework, key performance indicators, and flexible delivery capacity requirements
Build and maintain effective partnerships within IT, business partners and external vendor network (suppliers, partners and vendors)
Evaluate performance trends for deployed devices and solution to understand performance stability issues; where needed ensures patches, upgrades and enhancements are provided to improve products and service
Facilitate and actively participate in the definition and implementation of IT standards
Lead the implementation of IT service management (ITSM) processes and procedures, the identification and management of service standards, measurements and reviews, and the development and maintenance of a customer-responsive service catalog
Facilitate the development of strategy, standards and key performance indicators to ensure the highest effectiveness of the service desk function
Deliver data and reporting of KPI’s and trends in ad-hoc, weekly, monthly reports and as needed
Lead a 24x7x365 operation, supporting, incident management, service request fulfillment, and advanced troubleshooting techniques for the entire enterprise
Demonstrate strong organizational skills and be ability to execute using project management skills
Facilitate, communicate, and implement problem resolution strategies in order to achieve the best possible customer service outcomes
Continually review the service provided to end-users and customers to ensure they meet agreed service levels and all customers’ requirements as well as identify improvements to the service provided through liaising with stakeholders, conducting customer satisfaction surveys and electronic monitoring
Build, manage and motivate a high caliber, team-oriented Service Desk organization that promotes excellence and rewards results
Significant IT solution leadership experience leading and managing an IT service team including coaching and mentoring others, assessing staff performance and providing for professional development opportunities
Demonstrated track record as a strategic thinker, creative problem solver and solutions provider
Ability and desire to adapt to a fast paced environment with changing customer needs, technology requirements and strategic direction with ease
Experience leading Service Desk, Major Incident Management and Enterprise User Management for a large scale organization
Strong intellect and business acumen, coupled with the skills of a pragmatic business leader
In-depth understanding of large Service Operations & Service Transition principles
Experience conducting ongoing processes to measure and evaluate current services and identify new services
Demonstrated success securing high level cross functional collaboration/participation; ability to establish leadership credibility and inspire teams to achieve common goals
Ability to persuade and gain the commitment of others to accept a point of view, adopt a specific direction, or take a course of action
Demonstrated success as a leader specializing in the design and implementation of ITSM and ITIL processes, organizational structures, functions and technologies
Strong leader holding multiple vendor relationships to high levels of quality development, including managed services
Perform role of change agent and transformational leader with a focus on improving the customer experience
Provide influence across the organization
Experience working in growth environments and a proven change agent
Drove automation to increase efficiencies and increase customer experience
Ability to think strategically – can execute in the present and shape the longer term direction; can anticipate and envision what change is needed that will produce game-changing improvements
Bachelor’s degree required; Master preferred
Visionary leadership – drives adoption of innovative approaches, focused on generating and implementing new possibilities to improve performance
Strong Collaborator – builds relationships of influence quickly and effectively, partners with peers and markets to create alignment and speed to implement
Creates a vision for team and coaches them to excellence and to delivering with quality, consistency, timeliness, innovation, and strategic perspective
Decisive leader who is able to move business forward quickly while balancing time, cost, and quality
Agile; thrives in a fast-paced, constantly shifting environment
Strong business acumen; incorporates overall objective in developing strategy and decisions
Has awareness of each team member’s career goals; facilitates development discussions; and provides challenging tasks and assignments to promote development
Strength in relationship building across business and organizational boundaries. Ability to build support at all levels
Impeccable personal integrity and business ethics, driven by high performance standards
Strategically-minded, contributing to the development of a coherent overarching strategic vision for the company
Organizationally savvy; utilizes partnerships across the organization and leverages knowledge of formal and informal decision-making processes to accomplish work objectives
Sets performance direction by translating broader business initiatives into clear team objectives and individual goals, aligning appropriately with other groups for efficient, coordinated action
Able to motivate and mobilize others; creating a cohesive and inspirational team environment
Ability to address and realize both long-term and short-term goals and objectives
Possesses a low ego; celebrates the success of others in the business; passionate for helping the customer do their job better

168

Director, Enterprise Service Desk Resume Examples & Samples

Accountable for all Enterprise Service Desk functions from strategic and operational perspectives
Develops strategies and plans to drive service improvements and cost efficiencies
Owns and manages the integration of multiple IT service providers into the Enterprise Service Desk service delivery function providing an end to end service
Insures a cultural fit among CHI and multiple on/off shore service providers
Leads the development and implementation of long-term strategic goals for the Enterprise Service Desk
Builds and maintains strong and productive partnerships with key onshore and off shore service providers
Manages large complex contracts and requisite funding
Provides cultural and service delivery orientation to off shore service providers to ensure and build strong partnership with providers
Acts as a liaison between multiple IT service providers and Service Desk functions
Accountable for the overall performance of the Enterprise Service Desk
Ensures services are meeting the business needs of the CHI markets
Builds and maintains strong, productive relationships with IS Business Management functions
Sets direction for the integration of services, in a multisourced environment, for seamless service delivery (network, data center, security, end user services)
Sets long term vision for user self help, the underlying technology and processes
Puts plans in place to measure and improve services while reducing overall costs
Responsible for insuring a long term Knowledge Management strategy is in place and that the Knowledge Management system delivering increasing value over time
Provides leadership across the enterprise to drive the adoption of ITIL best practices
Bachelor of Science degree in Computer Science or information systems field required. Master’s degree preferred
Help Desk Manager Certification and/or service desk certification preferred
5 years experience managing a large customer support center or in IT management required, plus experience within a managed service environment strongly preferred
Must be available to spend 20% of time traveling to off-shore locations
8-10 years total IT/help desk experience or IT service delivery is required
Must have demonstrated knowledge and/or skills in the following areas
Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times
Adheres to and exhibits our core values
Reverence: Having a profound spirit of awe and respect for all creation, shaping relationships to self, to one another and to God and acknowledging that we hold in trust all that has been given to us
Integrity: Moral wholeness, soundness, uprightness, honesty and sincerity as a basis of trustworthiness
Compassion: Feeling with others, being one with others in their sorrows and joys, rooted in the sense of solidarity as members of the human community
Excellence: Outstanding achievement, merit, virtue; continually surpassing standards to achieve/maintain quality
Maintains confidentiality and protects sensitive data at all times
Adheres to organizational and department specific safety standards and guidelines
Works collaboratively and supports efforts of team members
Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community

169

Service Desk Resume Examples & Samples

Configure VoIP devices in the Deere North American environment within the Cisco call manager system
Process requests for activating and deactivating physical and softphones
Participate in the Asset Management Process
Maintain Knowledge Base accuracy for VoIP items
VoIP Coordination Shared Service Assumptions
Deere will provide Service Provider with access to the Cisco call manager system to be able to perform the necessary requests
Service Provider assumes that current volumes of requests processed by the team will not fluctuate greater than 10% from the rolling 12 month average, notwithstanding seasonal fluctuations
Service Provider and Deere will meet on a quarterly basis to review volumes and ensure staffing levels remain at adequate levels. Any changes will be mutually agreed to by Service Provider and Deere
Staffing

170

Supervisor, Service Desk Coordinators Resume Examples & Samples

Oversees daily workload of non-exempt and exempt Service Desk Coordinators
Reports directly to Supervisor – Installations
Reviews automated reports to ensure completeness of daily tasks
Oversees daily staffing resources
Reviews and maintains all SDC processes relating to tech assignment processes
Oversees daily ticket management and coordination
Monitors daily operations for any problems or issues and escalates to Supervisor – Installations
Interfaces with SC’s to ensure office expectations are manageable
Works with SC’s to ensure PIM processes and documentation are consistent
Provides Supervisor – Installations with any needed background information for ticket review
Monitors coordination efforts for quality assurance and identifies any needs or issues
6 - 8 years of related information systems experience
Logical thinker who can take input from staff to formulate action plans
Experience with Service Manager or comparable ticketing system
Ability to handle escalations from the customer as directed by the Supervisor – Installations
Sound organizational skills and ability to multi-task under tight deadlines
Positive attitude with the ability to accomplish tasks
Experience working independently with little supervision and achieving required objectives

171

Regional Service Desk Supervisor Resume Examples & Samples

Manage Regional Service Desk operations to ensure service delivery with defined process, facilitate service review meeting, consolidate reports for management review, enforce improvement plan for Service Desk services
Manage change management for newly added solutions, modify process and/or procedures according to validated change requests
Manage budget for Service Desk activities, track all spending and manage recharge to local countries and brands
Manger depots stock level at each country, maintain proper fixed assets records and coordinate with equipment acquisition process when require
Act as an escalation point for all requests and incidents, as well as for addressing service quality issues related to the appointed vendor(s)
Coordinate with local MIS and global service owners to ensure service incidents being handled in a timely manner
Ensure that daily, weekly, and monthly statistics, status reports are completed and continually modified to meet the services needs
Handle customer escalations and ensure customer satisfaction
Deep understanding of the MIS Service Catalog, knowledgebase and associated SLAs in order to manage appointed vendor to deliver required services
Manage Service Desk resources, complete performance appraisals, provide professional guidance coordinate recruitment, training, development and attendance to ensure proper and sufficient workforces to cover the defined services
Manage, monitor, and coordinate to validate process requests for new and replacement hardware, and onsite service support requests
Proactively build positive business relationships with service owners, local, regional and global IT teams, business partners and agents to ensure clear and effective communication to all parties
Work in partnership with all IT teams to develop appropriate performance improvement solutions for Service Desk
Takes initiative to pursue collaboration with MIS teams and Services Manager to improve organizational performance
Participate in root cause analysis and long term solutions to improve the availability and performance of the supported applications and infrastructure and operations

172

Workforce Management Intraday Coordinator Service Desk Resume Examples & Samples

Responsible for following up timely on all schedule alarms in real time adherence system and communicating with service desk personnel on any adherence issues identified
Responsible for assisting with absentee line and real time exceptions, entering exceptions real-time and notifying managers of absences and deviations
Responsible for documenting non-adherence in adherence log and communicating information with management
Responsible for performing intra-day performance analysis (noting recent historical trends) and conducting real-time re-forecasting to make recommendations for adjustments in staffing plans in coordination with the workforce management team to achieve service level goals and business objectives. Identifies call trends, documents and reports out findings to senior leadership via daily communication to regional center
Validate contact center phone numbers and language lines daily
Identify when workforce management systems are down and follow up with Service Desk Service Readiness team when problems arise
Serve as backup to Workforce Management Analyst
Lead and participate in weekly workforce management discussions with Service Desk Leadership workforce management meetings; reviewing previous week SLA/WFM gaps
May participate in the assignment of High and Critical incidents to the Major Incident Management team
Minimum three (3) years of experience in a contact center role
2-3 years of experience in a similar workforce management role
Associates degree in business administration, healthcare, or related field preferred

173

Service Desk Technical Analyst Resume Examples & Samples

Be readily available to answer the phone to our clients in a professional and efficient manner
To provide front line troubleshooting, diagnostics and to provide technical fixes
To support a variety of custom made/bespoke applications, Microsoft applications and desktop applications. Plus a variety of off-the-shelf industry tools
To support networks, hardware and printers etc
Actively employ, share and contribute to the company's knowledge base
Manage open incidents in line with industry best practice guidelines
To support local and Global clients
Take control, understand goals and own your performance

174

Service Desk Tech Resume Examples & Samples

Strong amount of technical knowledge of Windows XP, Windows 7, Microsoft Office 2003/2007 products, Market Data Applications (ex. Bloomberg) and telephony environments. Expert level knowledge in at least one of these areas
Ability to broaden knowledge in the functional areas of IT and be proficient in 2 or more functional areas
Strong basic execution capabilities within functional areas of IT
Moderate proficiency in troubleshooting desktop computer issues, both hardware and software
The focus of a service desk person is to stay at the service desk and service people over the phone. Some problems are more easily handled in person, also during periods of high call volume, problems may be delegated to a desk top support person from a service desk person for reasons of efficiency Provide Level 1 technical support for users of desktop hardware and software in the same location and level 2 technical support for users of desktop hardware and software in remote locations
For any problem where the user is in the same location, during periods of very high call volume, incumbent may forward the problem to a desktop support technician even if they are technically capable of solving it themselves
Contribute to work flow or process change/redesign to the team where improvements are identified thru troubleshooting
Performing Active Directory actions such as password resets and data entry, as required
Work overtime hours, weekend hours and on-call hours as required

175

Service Desk Intern Resume Examples & Samples

Provides technical support in the implementation and maintenance of electronic communication and information systems
Provide support of Microsoft office programs and other software programs
Ability to analyze and interpret data and prepare reports
Inventory equipment for asset management
Under close supervision, an intern will perform entry level professional duties of moderate difficulty providing the opportunity for professional training in various functional areas throughout the company
Associate’s Degree or its International Equivalent, working toward Bachelor's Degree in Information Technology related field
Requires intern to have at least 2 yrs. of college experience
Basic working knowledge of fundamental concepts, practices and procedures with information systems
Ability to perform basic Project Management responsibilities
Ability to manage high volume work flow with minimal supervision
Ability to manage small projects and daily activities
Demonstrated problem solving and organizational skills
Articulate, professional and able to communicate in a clear, positive manner with clients and staff
Must be able to read, write and speak fluent English

176

Service Desk Associate Resume Examples & Samples

Accurately records customer issues into the tracking system; maintains and updates support documentation to assist in information sharing within the team
Acts as an ally to all other members of the support team, by being approachable, sharing, and friendly; providing whatever aid they can to assure that customer issues are being addressed in timely and precise manner
Participate in small-scale student or public-related deployment/operational projects
Proven ability to organize/coordinate workload independently among constant deadlines and shifting priorities
Works within the guidelines provided in all policies and procedures
Occasionally required to work outside of normal business hours, and may be called during off hours
1-2 years of technical support experience within a diverse user community and at least one year of help desk experience, preferably using remote and knowledgebase tools
Experience supporting both Microsoft and Apple personal computing environments
Superior written, oral and interpersonal communication skills with a strong dedication to customer service
Must demonstrate consistent commitment to supporting teamwork within the group
Proven proactive problem-solving skills and ability to work under stress and time pressure, required
Must be able to individually lift and move computer equipment up to 50 pounds, and periodically up to 100 pounds with the assistance of others

177

Service Desk Intern Resume Examples & Samples

Provides Helpdesk phone, face to face and email support, focusing on Knowledge Base usage and article creation, end user follow ups and escalation
Maintains, supports, repairs, upgrades and deploys desktops and laptops
Installs vendor critical and security patches and upgrades
Utilizes Active Directory for account move/add/change
Participates in the physical deployment, move and recovery of hardware
Develops and maintains desktop support procedures and prepares end-user documentation
Performs asset inventory and labeling and organizes hardware in storage locations

178

Service Desk Specialist Resume Examples & Samples

Provide Tier I/II contact and incident resolution to customers with hardware, software, and application problems
Attempt to resolve as many incidents during the first call or at Tier I
Participate in organizations change management process
Currently possess Microsoft Technology Associate (MTA) certification (exam 98-365, 366, 367, 368, or 369) OR Windows 7 certification (exam 70-680 or 70-685) OR equivalent/higher level certification
Currently possess DoD IAT II certification, Security+ce
Ability to work 12 hour shifts in support of 24/7 operations
Experience with BMC Remedy IT Service Management software, SolarWinds network monitoring software, and/or account management for M3 and SMART.NEXT messaging system
Currently possess ITIL v3 certification

179

Service Desk Specialist Resume Examples & Samples

Provide maximum customer service and issue ownership
Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
When necessary, escalate incidents to the appropriate next level support team
Advanced knowledge of computer, printer, and network troubleshooting and installation procedures

180

Service Desk Specialist Resume Examples & Samples

Supporting and resolving incidents and trouble tickets of the HR applications
Interacting with application users
Performing 2st level analysis, troubleshooting and incidents handling
Escalating problems to 3rd line support (if needed)
Cooperating with 3rd line software development teams
Providing timely notification to management and support groups
Basic knowledge or experience with Software Development Lifecycle, ITIL or other frameworks
Knowledge of one or more technologies: Unix, SQL, Informatica/ BusinessObjects / other reporting tools, .NET applications or Java
Experience in production support or incident management is a strong asset
Disposability to work on shift basis
Analytical approach for problem solving
Ability to learn and support new web and system applications
Very good written and spoken English (German nice to have)
Ability to travel (trainings in Europe and possibility to travel overseas)

181

Help Desk Lead / Service Desk Resume Examples & Samples

Position requires 3+ years of experience managing IT Service Desk or user Support
Experience with PC/MAC OS and server platforms, Active Directory, SCCM, Casper, and Windows/MAC desktop applications is essential
Experience with Desktop computer hardware, printers, and peripherals
Experience with Mobile Device Support (Windows, IOS, Android)
Understanding of basic Networking protocols
Provide support for Publishing and other business specific systems
Extensive knowledge of Adobe products (InDesign, Photoshop, Illustrator and acrobat) is a plus
Font management software (UTC)
Experience troubleshooting printing issue

182

Manager, IS Service Desk Resume Examples & Samples

Serve as Regional Head and disciplinary leader for NA IS Service Desk delivery (both Application + Infrastructure Service Desk)
Serve as Regional liaison for service desk quality, performance and processes
Point of contact for Regional Service Desk service requests, Regional complaints and escalations regarding Service Desk quality and performance. Also point of contact for [regional] escalations, ticket related complaints, compliments or general issues with Service Desk Quality in the Region. Track SLA’s and KPI’s weekly and monthly with standard tools
Escalate regional issues to global level (SD CC Architecture) where necessary
Consult in regional end user communication
Support of region/language related service improvement plans with providers taking regional culture into consideration
Support regional projects including acquisitions and divestitures
Support in testing language capability of analysts
Support of issuing regional Purchase Orders
Contribute and participate in Regional and Global Incident procedures (Major outages)
Contribute and participate in regional Budgeting / Forecasting process / Approval process

183

Service Desk Representative Resume Examples & Samples

Handle end user calls and web queries
Act as the first point of contact for the customer
Precise administration
Act as a primary contact between customer and resolving group
Keep the user informed, own and follow up ongoing cases

184

IT Service Desk Specialist Resume Examples & Samples

Provide first level support for Finisar employee’s IT related issues in a courteous and responsive manner
Manage the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, hardware, software, networking equipment and peripherals
Implements all IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision
Practice asset management for IT hardware, software, and equipment
Establish and maintain regular written and in-person communications with the organization’s users, department heads, and end users regarding pertinent IT activities
Administer add, move, and change requests from end users as well as new line installations as required
Monitor, assign, update user requests in Finisar’s IT ticketing system (CA Service Desk)
High School Graduate with 2 years related work experience
Exceptional customer service orientation
Proven analytical, evaluative, and problem-solving abilities
Actively participate in a rotating on-call schedule
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
Occasional inspection and installation of cables in floors and ceilings

185

Service Desk Team Lead Resume Examples & Samples

Demonstrated customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse and distributed organization; flexible in adapting to clients’ changing needs
Ability to work independently and exercise sound judgment in leading the activities of a technical team
Generalist knowledge in various IT areas, such as help desk or contact centers, networking, desktop support, and security, and methods used in those areas
Knowledge of best practices in delivering IT support services
Prior experience with data security tools, issues, and best practices
Demonstrated ability to manage projects from start to finish
5 years of IT-related work in an academic environment—ideally in a medical research environment
Two-year college degree and five years of relevant experience or a combination of education and relevant experience
Ability to plan effectively and to manage/supervise projects and work queues
Ability to provide excellent client service
Must have advances level expertise diagnostic techniques for problem troubleshooting

186

Associate, Service Desk Resume Examples & Samples

Trouble shoot technical issues
Provide beginner to Advanced support specifically with the Microsoft Office Suite
Integrate the necessary third level teams to accomplish a goal
Assist in locating or creating documentation
Determine appropriate next level of support
Provide training to customers as necessary
Offer advanced support via Subject Matter experts
Work with 3rd level teams to create documentation and work out processes
Identify “HOT ISSUES” or issues that are effecting a number of people to engage the appropriate support and clear up the issue as soon as possible
Assistance with passwords
Assist customers at home with business related issues
Assist customers with completing IT Store requests properly, and suggesting things that may have been missed such as an SAP account, email address, or Admin account
Handle issues submitted over the intranet in the form of tickets in a timely manner
Assist customers via Chat
Answer phone calls timely
Follow up with customer to ensure resolution of issues
Assist customers in navigating our intranet (The Mark)
Legally authorized to work in the United States
1+ years of experience in a Help Desk and/or Call Center environment
Ability to perform shift work and/or a variable work schedule
Advanced knowledge of MS Office Suites and Windows Operating Systems

187

Service Desk Specialist Resume Examples & Samples

AA or equivalent + 6yrs experience
TS/SCI clearance (Poly preferred, must obtain)
Certification required to meet 8570 compliance

188

Service Desk Specialist Resume Examples & Samples

Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. Recommends changes to policies and procedure to streamline operations
Attempts to resolve as many incidents during the first contact, or at Tier 1
Efficiently escalates incidents to higher Tier II or Tier III when required
Applicable S/W or H/W training and certifications commensurate with the technical objectives, services required, and IT environment specified within the ESOC task order

189

Service Desk Level Resume Examples & Samples

Assists the customer in resolving highly complex technical problems on a primary account by providing guidance regarding software and hardware problems
Oversees follow ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame
Eight or more years of technical or customer support experience
Strong leadership skills to guide and mentor the work of less experienced personnel
DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the ESOC task order

190

Tier, Service Desk Specialist Resume Examples & Samples

Certs must be current and presented prior to start date to Prime / Govt per DoD 8570 Regulation. Must have Security + plus a Computing Environment such as Sharepoint., MCSA, MCITP, or CCNA provide Provides support for moderately complex technical and team management activities related to system and database administration
Monitors and maintains Windows Server operating system and additrional server components including but not limited to Exchange, Active Directory, SharePoint, SQL Server, and Office Communications Server / Lync Server
Applies patches to major subsystems and services, roles, and file system components within a Windows Systems environment and performs OS and patch testing
Executes basic PowerShell or Command Shell commands
Monitors and reviews systems logs and detects and troubleshoots problems
Writes basic technical OS documentation
Controls system access and security aspects of critical systems
Partners with Service Desk by setting and managing customer expectations
Ability to solve technical systems problems quickly and automate processes
Troubleshooting technical problems involving software and OS

191

Service Desk Specialist Resume Examples & Samples

Taking care of customers´ requests by email, telephone and other communication channels
Attend and log service desk calls to the incident management system from Logistics and Customs clearence areas
Analyze, solve and communicate incidents of ERP systems and other business applications to the customers as 1st or 2nd level
Co-operate with other members of the IT department
Follow-up unresolved issues and provide feedback to customers accordingly
Administrative tasks of Service desk team
Excellent customer service and interpersonal skills
Ability to work independently and under pressure
Flexibility to work in shifts
Flexibility for on call emergency service out of standard service hours (24/7 service)
Knowledge of business processes
Degree in Business Administration or IT or equivalent
1 – 3 years of relevant working experience
Familiar with ITIL, in particular Incident management
Working experience in Service Desk process and tool development
Experience with SAP system (on user level or support level)
Experience with another ERP system
Knowledge of sales and supply chain business processes
Knowledge of logistic processes
Knowledge of customs clearance processes
Knowledge of paper and forest industry

192

Service Desk Intern Resume Examples & Samples

Graduate in an IT related discipline from reputed institute / university
Basic knowledge of Microsoft Windows 7 fault resolution
Basic knowledge in troubleshooting Microsoft Office 2010 suite
Basic Knowledge of ITIL Service Management best practices
You’ll need to be a professional and polite communicator both on the phone and in writing
Keen to ask questions, listen and problem solve is vital but it is very important that you care about the accuracy of your work
We are advancing our technologies so you must be eager to learn
SDI certification

193

Manager, Service Desk & Operations Resume Examples & Samples

Maintain a broad understanding of business, business needs, and how assigned technologies drive and support the business
Maintain strong relationship with key business partners driving technology consumption – understand their roadmap and align technologies capabilities to achieve it
Bachelor’s degree in Computer Science, MIS, or related. Equivalent experience considered
4+ years of experience providing day-to-day oversight/supervision to a team of technical employees and/or vendor partner resources
5-7+ years of broad technical experience with proven expertise in a majority of the following areas: servers, networks, hardware, operating systems (Windows, UNIX, Linux, AIX), middleware and related base build infrastructure and software
Experience and in the web and distributed computing environment
4+ years of experience and proven success identifying and implementing opportunities for improvement to configurations, procedures and process to enable greater availability, capability and efficiency
2+ years of direct people-management experience to include performance management
Strong written and verbal communication skills with the ability to translate technical information to non-technical audiences and vice versa
Excellent problem detection and determination skills in multiple functional infrastructure/application areas
Strong customer service orientation and an inherent sense of urgency and attention to details for resolving issues
Proven experience creating, championing and maintaining processes, procedures and policies
Experience working in the financial services industry or other similar, highly regulated environment

194

Service Desk Supervisor Resume Examples & Samples

Act as a backup in support of both Team Leads and Management in either absence
Assist in the day to day supervision, guidance and development of Team Leads, Trainers, and Tier 1 & 2 Service Desk Analysts
Responsible for the incident management process to include monitoring interaction and incident activity and service desk queue management
Ensure that all incident escalations, regardless of severity, are handled by the Service Desk Leads in a timely manner
Maintenance, Monitoring and Continuous Improvement of all Service Levels
Solid understanding of Business Reporting to include BOXI, Excel, Etc
Interface with IT management on day to day operations and long term strategy
Analysis of tracking statistics, development of corrective actions
Statistical review and procedural modifications to existing processes and procedures
Documentation of all Service Desk processes and troubleshooting
Ensure Statement of Work (SOW) is appropriately adhered to
Experience with Citrix technology as well as VPN / RSA knowledge

195

Service Desk Representative Resume Examples & Samples

Manage, Track and Execute eDiscovery requests: Work with Legal, Client Engineering and potential external teams to search and export content based on parameters provide. This team member will also track and maintain a record of all request details as well as associated effort. There may be situations with the successful candidate will need to export data to external media
Meet and Exceed KPIs consistently. Handle and aim to Resolve all Assigned Tickets efficiently and with utmost care to Quality of Service: Aim to resolve all assigned tickets in a timely manner while supporting a culture of delivering quality service
Global Service Desk Intake: Answer calls directed from Cisco IVR, Cater to Email enquiries and Client Walk-ups, striving to deliver superior customer experience with each interaction, and work to maximize First Call Resolution for Global CPPIB End User base while aspiring to exceed group Targets
Global Service Desk Collaboration & Documentation: Collaborate actively with Global Service Desk peers (through email, conference calls, Group Chats, etc.) and work to raise the overall technical proficiency of the team of supported applications/services. Partner with Team Lead and Manager to promote a high performing team oriented environment that is instilled with a culture of quality and customer service that exemplifies the firm’s Guiding Principles
Be adaptive to Changes as Service Desk evolves: Adopt new processes as directed from Management and provide constructive feedback (identifying ‘win-win’ situations) to help drive continual improvement in a positive manner
University degree preferred
3-5 years of IT service desk experience preferred; 2 to 3 years of 2nd level Support Group experience is an asset
Experience providing IT service desk support in a financial services environment preferred
Familiar with eDiscovery and experience preforming searches with tools like ProofPoint
Demonstrated ability to deliver a high level of client support / customer service required
Strong presentation skills with the ability to deliver content at the appropriate level of the audience
Experience developing an effective call centre to support a global client group preferred
Demonstrated experience working with MS Active Directory, MS Exchange and VPN Solutions is preferred
Commitment to CPPIB guiding principles of integrity, partnership and high performance

196

Service Desk Agent Resume Examples & Samples

Receives and documents incidents and problems from end-user in incident tracking system
Expected to resolve a high percentage of inquiries and route more complex issues to a higher level of support
Ensures all incidents are analyzed, resolved, and reported back within the promised time frames
Builds and deploys new desktop and laptop computers
Helps maintain inventory database for IT assets
Delivering end-to-end support in accordance with IT service standards
Proactive, ability to take initiative, work well with minimal supervision preferred
Detail oriented required

197

Service Desk Operations Analyst Resume Examples & Samples

Previous experience of working in a Service Desk role – suitable to a FTSE100 business
Ability to remain calm and deal with issues to a full resolution
Exceptional communication and liaison skills

198

Catalogue Service Desk Associate Resume Examples & Samples

Provide service to customers at point-of-sale by processing all transactions quickly and accurately, according to Sears Canada policies. These transactions include Sears Canada Card product sales, maintaining card share and conversion, payments, refunds, voided transactions, opening and closing procedures, etc. Utilize all equipment properly and report any deficiencies to a Lead or Manager as soon as possible
Promotes the use of the Sears Canada Card in each transaction, and utilizes all opportunities to open new accounts and promote related products (Mature Outlook, Family First etc)
Respond to and resolve customer service problems promptly. Report repeated customer service issues/concerns to appropriate Lead or Manager
Maintain the area around the point-of-sale and the sales desk according to “Close New Everyday” standards. Support adjacent areas in sales floor coverage and merchandise replenishment as needed
Work in compliance with all laws and regulations and attend or complete all required health and safety training, report all accidents and take every precaution reasonable to ensure personal safety and the safety of others
Secondary school diploma
A minimum of 3 months of previous work experience
Demonstrated problem-solving and analytical skills
Excellent technical skills

199

Service Desk Team Lead Resume Examples & Samples

Bachelors and 1+ years related experience, OR, High School equivalent and 5+ years of related experience
3+ years of Team Lead experience in a service desk environment
Experience troubleshooting Windows environment, VPN and Remote Access, Active Directory
Must be eligible to obtain a Public Trust clearance

200

Service Desk Engineer Resume Examples & Samples

Initial handling and messaging of any production application incidents
Analyze all Service Desk queues, identify, and escalate as appropriate end
Experience working with a diverse set of languages such as Perl, Ruby (on Rails), Java or SQL
Proficiency in using support software tools

201

AMS Service Desk Resume Examples & Samples

Work with SAP Ticket System Solution Manager
Edit and process requests from the global responsible customer project leads and consultants
Edit and process requests from employees from other locations
Edit access requests and allocate roles in the ESP Ticket System (SolMan 7.1)
Definition of ticket inbox and processing scenarios for customers
Perform User Access Management tasks like creation of users-ID’s and assistance with 1st level support
Successful completed commercial apprenticeship (equivalent apprenticeship also welcome)
Very good language skills in Japanese and English
Open, friendly and service-oriented behavior on the phone and via email
Basic knowledge of SAP software desired
Profound knowledge in MS Office and open for working with tools related to modern office
Reliable and independent working style

202

Service Desk Team Lead Resume Examples & Samples

Day to Day operations, Service Level and people management
Organize team huddles and work towards keeping the team motivation at a higher level
Assign routine tasks to the team, Prepare consolidated weekly / monthly reports
Prepare client status reports and participate in Client reviews
Identify and mitigate RISKS, Metrics Collection & Analysis, Program Management
Participate in Review meeting, identify improvement Plans and track it till closure
5+ years of experience in IT Service Desk operation in 24x7 operations (Candidates earlier worked in international contact/call centers in a voice support process is preferred/must)
Knowledge on ticketing tools like Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc
Strong People management skills
Work experience with clients outside India or in onsite roles
Good Analytical, coordination and communication and technical skills are essential
Prior experience in leading an IT Help Desk project with a team size of 8- 10 team members
Familiarity of ITIL and six sigma implementation on IT Help Desk projects
ITIL Foundation certification and awareness of ISO20000 service management standard would be added advantage
ITIL, 6Sigma, Lean certifications

203

Service Desk Specialist Resume Examples & Samples

One Year experience in customer service delivery environment
Some experience in a computer services environment
Excellent customer service and phone skills
Rational and organized approach to problem solving & performing research

204

Myhealth Online Service Desk Team Lead Resume Examples & Samples

Minimum of 4 years in a customer service business office setting, preferably in a medical specialty practice, with directly transferable skills required
Experience leading team activities or projects
Must have demonstrated ability to work in a highly complex environment, able to communicate with clients (including patients, clinicians and physicians) effectively
Demonstrated ability to remain professional, even when working through difficult situations
Demonstrated ability to effectively research and resolve issues, including patient financial accounts, scheduling and registration
Must have a working knowledge of Microsoft Office programs, including Excel, Word, Access or similar programs
Establishes a pleasant environment by using a pleasant tone of voice and maintaining composure at all times
Working knowledge of Internet including technical settings such as cookies and cache is a must

205

IT Service Desk Specialist Resume Examples & Samples

System Administration - IT Service Desk specialist provides 1st and 2nd line administration and support for computer systems, network/VoIP systems, application, office server infrastructure and back-office systems
Technical Support - responsible for effectively, efficiently and promptly resolving issues related to PC systems, software and company applications for internal users, including remote staff, to ensure customer satisfaction. Responsible for monitoring and communications/escalation with 2-nd and 3-d level support, including local vendors/suppliers and service providers, in order to ensure end-to-end service delivery
A thorough understanding of MS Windows OS & Office application suite, as deployed in a corporate organization. And good understanding of general server concepts (such as security, file sharing, server/storage resources, centralized updates)
A thorough understanding of basic networking concepts (such as DHCP, DNS, WINS)
Understanding of Cisco network devices (IP phones, switches, routers, VoIP, etc.)
Experience with Active Directory and MS Windows Server, SCCM
Experience with anti-virus software
ITIL, Agile methodologies
VMware ESX/ESXi
Minimum of 5years relevant full time work experience, where having worked in an international environment would be a plus (with special emphasis on working with U.S. companies)
English
Chinese

206

Service Desk Team Lead Resume Examples & Samples

Day to day management of 8/10 Analysts
Ensure that the individual and team responsibilities are performed in a timely, consistent, responsive manner
Identify issues and make recommendations that will improve our procedures and collaboration with other teams
Work on special projects as assigned
Working with various Service Desk software packages
Service Desk / Call Center Team Leadership
Strong understanding of MS XP/Office Suite, Web browsers, software utilities
Strong organizational skills with emphasis on detail and follow-up

207

Service Desk Team Lead-milton Keynes Resume Examples & Samples

Verify the quality, accuracy and timeliness of responses and actions taken by analysts
Provide ongoing performance feedback to team members, including the mid-year and year-end formal performance management process, as well as when progressive counseling is required. Monitor trends in individual and team performance (daily, weekly, monthly)
Prioritize workloads and balance conflicting demands. Manage schedules to assure coverage
Identify training requirements for team and work with regional service desk manager to develop and maintain individual training plans for team members
Accurately and completely communicate issues and priorities that are discussed at the team leads meetings to their own teams
Provide troubleshooting and referral assistance
Bachelor’s degree in business management, computer science or equivalent is desired
Strong troubleshooting skills desktops/laptops, PDAs, Printers, and IE browser issues
Basic understanding of networking concepts and protocols
Excellent interpersonal, written and verbal communication skills
Ability to communicate effectively with all levels of IT staff as well as other departments on issues of varying complexity; good judgment and flexibility in response
ITIL Foundation Certification is desired

208

Service Desk Supervisor Resume Examples & Samples

Analyze all quality and development needs for new and existing employees, and effectively document, implement, and communicate all new processes and procedures to team members
Prepare and present reporting on quality assurance initiatives that are in alignment with company and individual
Must be detail oriented and have ability to multi-task
Strong follow-up skills; ability to marshal resources as needed
Strategic thinker with strong analytical skills and have proven ability to manage people, processes, and technology
Achievement oriented with ability to influence and motivate others
Must possess superior written and verbal communication and presentation skills
Should have strong knowledge of call center software, technology and key performance indicators
Ability to analyze problems, detects root causes, and resolves all quality issues
Empathetic self-motivator with solid interpersonal skills and ability to provide leadership, guidance, coaching and
Education Level*: Associates Degree *Or equivalent work experience
Relevant Work Experience (quantity): 3-5 Years
Experience Specifics (if applicable): experience in customer service, dispatching, order processing and invoicing

209

Integrated Service Desk Tech Resume Examples & Samples

Associate's Degree and 3 years relevant experience. Additional years of experience in lieu of degree is acceptable
ISD agents must have the following skills and experience
ACTIVE DIRECTORY account administration (users and distro and security groups)
Working knowledge of Windows application features and troubleshooting
Use of collaboration tools (chat, instant meetings, SMS Remote Desktop, Virtual and Computer-Based Training). Basic network troubleshooting
Be able to communicate written and/or verbal situational awareness to management and Government leadership in a concise, professional manner
Must have an active DoD Secret Security Clearance
Must have an active Security+ (CE) certification

210

Service Desk Agent Resume Examples & Samples

IT Service Desk - provides first level technical support through phone, email and chat support (if applicable)
Resolves Level 1 issues. Elevates complex and/or high priority problems to the appropriate support groups for resolution
Responds to, and resolves technical end user service and support incidents and requests
Follow-up with end users to provide status updates as per service level guidelines
Work collaboratively with people across the organization
Support for PCs, laptops, printers, cell phones, and tablets etc
Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
Install, modify, and repair computer software
Ability to talk and type accurately at least 30 wpm
Sound understanding of customer support, operations, and processes
Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
Experience with multi-platform Windows O/S required
Active Directory, and Exchange preferred
Basic knowledge of ITIL

211

Service Desk Resume Examples & Samples

Must have a high aptitude for learning
Knowledge of Windows, Macintosh, mobile platforms, UNIX, and the MS Office suite of applications
Knowledge of the suite of products including gMail, gCalendar, gDocuments, etc
Outstanding customer service and interpersonal skills
Ability to work in and contribute to a highly team-oriented environment
Ability to communicate clearly with technical and non-technical audiences, both verbally and written
Excellent organizational skills and ability to prioritize tasks among many competing requests
Ability and willingness to work any shift in a 24x7x365, call center environment, and extended hours or modified schedule to support planned activities or emergency situations
Must successfully pass a Criminal History Records Check
Strong decision making and problem solving skills
Experience demonstrated skills using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred

212

Senior Service Desk Specialist Resume Examples & Samples

Configure assets with the latest DISA STIGs, with limited assistance on multiple Operating Systems to include, but not limited to, LINUX, UNIX, Microsoft products, and various network components
High School diploma or equivalent with 5+ years of related technical or call center service/help desk experience
Experience with BMC Remedy IT Service Management software, and/or SolarWinds network monitoring software
Currently possess Microsoft Technology Associate (MTA) certification (exam 98-365, 366, 367, 368, or 369) OR Windows 7 certification (exam 70-680 or
70-685) OR equivalent/higher level certification
Large, Enterprise-level IT Experience in supporting multiple Operating Systems and environments
Comprehensive knowledge of IT service desk requirements with the ability to complete difficult and complex assignments and ability to provide over the

213

Service Desk Intern Resume Examples & Samples

Assist on various projects and in various roles across the Department
Execute other general office duties
Participate in Internship Program activities in order to get a better grasp of the bank’s overall mission
Build relationships with other interns during the summer
Support other team members on work duties as needed
Must possess excellent analytical skills
Ability to accomplish work assignments under minimal supervision and under tight deadlines
Working knowledge of Microsoft Word, Excel required
Proficient verbal and written communication skills with special emphasis on grammar, spelling, and composition

214

Operations Service Desk Specialist Resume Examples & Samples

15%
Physical Requirements: (Please describe any physical requirements necessary to perform the minimum requirements of the role)
Sitting at desk, using computer, keyboard, phone and other general office equipment
Travel Requirements: (Please indicate percentage of travel required)
0% Total travel
0% Local travel (Depending on District)
0% Overnight travel
Utilization of Time and Equipment:(Allocate the % of a total day. Total does not have to equal 100%)
Laptop / desktop computer, telephone
Qualifications:(Circle the minimum and preferred education and experience for the role)

215

Service Desk Level Resume Examples & Samples

Follow standard Service Desk operating procedures; accurately logging all Service Desk tickets using the defined tracking software
Adhere to productivity guidelines set by Service Desk Leadership
Attend all Service Desk training sessions
Work towards gaining specified IT Certifications
Become familiar with Service Desk policies and services
Respond to questions from all emails, chat sessions, and callers in a professional manner
Research required information using available resources
Identify and escalate priority issues
Route and dispatch calls to appropriate resource
Follow up on Customer calls when necessary
Learn fundamental operations of commonly used Software, Hardware, and other Equipment
Be punctual and have an exemplary attendance record
Have the flexibility and willingness to work any shift should our business needs change (nights, weekends, holidays)
Experience with and understanding of computer technology, including hardware, software, email, Internet and networking
Aptitude to learn IT processes and support
Demonstrates strong troubleshooting skills
Ability to communicate solutions in a professional and user-friendly manner
Able to multi task and handle a constantly changing workflow in order to meet high level productivity goals set by Global Service Desk Leadership
Excellent interpersonal skills and ability to work well with others
Ability to exercise patience and professionalism during stressful situations
Customer Service orientation - previous Customer Service experience strongly desired
Creativity - Possess critical thinking skills and have the ability to think around problems and generate creative solutions
Ability to work any shift as our business needs dictate, including weekends, nights, and holidays
Excellent attendance

216

Service Desk Team Lead Resume Examples & Samples

Graduation from an accredited college or university with a bachelor’s degree in business information systems or comparable
Minimum of 2 years’ experience working in a helpdesk, call center or other customer service environment
Experience providing direct technical support of end-users
Knowledge of Windows and Mac operating systems
Experience using the Microsoft Office suite of applications
Ability to work collaboratively as part of a team
Personally Accountable
Experience acting as a team lead or management role
Experience in computer hardware and software installation and troubleshooting

217

Service Desk Tech Resume Examples & Samples

Windows XP, Windows 7, Windows 8
Microsoft Office 2007 and 2010
Standard Desktop / Laptop Hardware
Peripherals Support
Exceptional Communication Skills
Follow instructions from technical documentation

218

Service Desk Specialist Resume Examples & Samples

Any graduation
Prefer candidates with work experience of 1 to 6 years in voice based BPO
Ability to communicate fluently in an all-English business environment
Excellent command of the written English language, including a firm grasp of spelling and grammar
Ability to prioritize, schedule and meet deadlines
Computer proficiency in MS Office Suite, Windows OS, PC accessories, Email, Internet/Web search or equivalent products
Flexibility to work in shifts, weekend and on public holidays
Likes working in a well-structured, corporate business environment with international orientation

219

Service Desk Associate Resume Examples & Samples

Support of external customer call center technology environments
Support Client connectivity and work with remote access tools
Perform basic desktop and server application support
Basic incident and change management
Direct customer contact through all multi-channel communication methods
2+ years retail operations and/or retail management experience required
Prior customer service experience required
Experience working with MS Office Suite: Outlook, Word, Excel
Ability to follow documented processes and methodologies

220

Service Desk Associate Resume Examples & Samples

AA Degree in technical discipline or High School diploma or GED with at least 1 year of experience
Certifications and 6 months of experience can be accepted in lieu of Degree
Experience with account administration and password resets in a Microsoft Active Directory environment

221

Service Desk Engineer Resume Examples & Samples

A healthy balance of technical ability and a passion for customer service
Great communication skills - knowing how to translate complex, technical ideas to non-technical people
3 or more years experience in a Service Desk or Customer Service role
Initiative, thirst for learning, resolution-oriented and "can-do" attitude
Ability to write effective documentation and guides for both the team and Atlassian staff
Experience with administering two-factor authentication systems
Adept at solving problems to find the root cause of an issue

222

Specialist, Service Desk Resume Examples & Samples

Provides consistent, first-line support for end users seeking assistance with IT and Business service issues via phone, email, inperson and chat
Provide timely resolution for incidents or escalation on behalf of customer to appropriate personnel, and provides incident status updates to management and end-users
Respond promptly and accurately to customer complaints, inquiries and requests for information and coordinate appropriate follow-up
Analyze complex technical issues and problems, diagnose problems, provide support to employees and support other technicians with issues
Monitor, troubleshoot and resolve tickets in assigned queues
Create accurate ticket documentation for all user interactions
Available for escalation of routine support tasks
Deploy software and hardware
Create and update knowledgebase articles to ensure quality documentation exists for the support process. Mentoring and supporting other team members
Coordinate with other staff for the purpose of completing incidents and requests efficiently. Work independently to resolve customer issues with little or no supervision
Perform other job-related duties as assigned
Bachelors degree with focus in Information Technology
Following Certifications are desirable or good to have

223

Manager Service Desk Resume Examples & Samples

Hire, train and mentor support team members by communicating job expectations, monitoring results, and enforcing policies and internal controls
Conduct job performance evaluations
Schedule personnel and monitor the IT Service Desk phone and chat queues to ensure adequate IT support is available 24/7/365
Review service requests and procure, configure, install and support applicable IT assets as applicable
Audit ServiceNow work order queues to assure timely resolution of issues
Maintain the ServiceNow knowledge base enabling Service Desk staff and end-users to quickly address technical issues
Invoke escalation procedures as necessary to recover critical systems
Isolate problem trends and ensures troubleshooting efforts are completed
Gather and prepare support statistics and status reports
Project a positive attitude to the Service Desk staff and end-users
Recommend information technology strategies, policies and procedures by identifying problems, evaluating trends and anticipating requirements

224

Service Desk Employee Resume Examples & Samples

Networking & computer basics
Strong ability for multitasking
Strong analytical capability
You have attention to details
You have excellent communication skills
You have the ability to work independently and as part of a team
Fluent in French, Dutch and English

225

Service Desk Specialist Resume Examples & Samples

Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
High school diploma or G.E.D. with four or more years of technical or customer support service
Or associates degree with 2 years of years of technical or customer support service
Or a bachelor’s degree with no experience

226

Global Service Desk Supervisor Resume Examples & Samples

Plans, coordinates, and supervises execution of projects, work assignments and workloads for the Service Desk personnel, ensuring adherence to departmental policy and procedures
Interviews, selects, trains and mentors Service Desk personnel. Monitors and appraises performance of director reports, coaches and motivates team members
Develops, documents and implements standard workflow, processes, goals and policies to continually improve the quality of customer service and technical serviced provided by the Service Desk personnel
Provides reports on Service Desk activities, performance and operational issues
Standardizes complex technical procedures to improve efficiency and effectiveness of operations
Develops and continually updates training material and RUN BOOK used by Service Desk personnel
Plans, develops and coordinates changes or enhancements to Service Desk tool (software) as needed
Assists in development and implementation of methods for monitoring customer service and receiving feedback from customers including but not limited to monitoring of agent calls
Assists in researching and implementing support call reduction plan by monitoring and reporting call volume
Implements schedules to ensure appropriate coverage during business hours
Provides dedicated first and second level support to ACI users of IT systems through telephone support, WEB support, and remote control support
Performs special projects and related work as required
Bachelor’s Degree in a related technical field or management
Previous management/supervisory experience of a service desk or desktop support team
Microsoft certifications strongly preferred

227

Service Desk Associate Resume Examples & Samples

Help solve Windows / Mac / Linux Connectivity / Printer issues for individuals
Act as an escalation point for junior team members. Document and disseminate information to the team
Identify gaps or problems with existing processes. Drive change
Interest in supporting desktop services in an enterprise environment
Ability to learn and pick up concepts quickly
Knowledge of Apple OS & Hardware
Experience with Atlassian Products ie: Jira, Confluence, Stash, Fisheye & Hipchat a plus

228

Service Desk Technical Analyst Resume Examples & Samples

Provide technical support for incoming queries related to system, software, hardware and networks
Talk the client through problem solving process and following up within a timely manner to make sure the issue has been resolved
Logging calls accurately via bespoke applications
Actively identify opportunities for improvements
Full and part time positions are available*

229

Service Desk Specialist Resume Examples & Samples

Provide advanced technical support to internal associates on a variety of issues
Field phone and e-mail requests for service
Be active in the development, enhancement, and maintenance of equipment and data
Will be responsible for identifying, logging, researching, and resolving incidents
Will be responsible for documenting, tracking, monitoring, and ensuring timely resolution when requests are beyond their capabilities
Rely heavily on experience and personal judgment to plan and accomplish goals
Work with Development staff to test handheld application and reporting enhancements
2+ years of experience in a Help Desk/Service Desk environment
2+ years technical knowledge of commonly-used concepts, practices, and procedures, basic technical knowledge of servers, networks, applications, and hardware in a business environment
2+ years’ experience utilizing call management software and monitoring tools - such as Remedy or ServiceNow
Experience with iOS, iPhones, and iPads

230

IT Service Desk Specialist Resume Examples & Samples

Similar IT experience, IT tertiary qualifications or MCSE/MCP qualification
Technical expertise in Microsoft Desktop Operating Systems, PC/Mac hardware and software, Microsoft Office, Exchange and Adobe products
Superior communication (written and verbal) and customer service skills
An aptitude for building relationships and managing difficult (often conflicting) situations
Great attention to detail and analytical problem solving abilities

231

Service Desk Resume Examples & Samples

Plan and maintain the C360 Sharepoint site to act as a document repository
Plan and manage changes and improvements
Work with the Market Coordinators to document and communication process changes and improvements
Drive campaign management process enhancements to improve data usage within the organisation
Manage ticket escalations from the markets/market coordinators
Manage a regional monthly sustain review
Working with the GMIT team as a Single Point of contact for outages and other system issues
Microsoft Office proficiency, expert skills in Microsoft Excel, Sharepoint and PowerPoint. Experience with process management (ticket) tools
Technical knowledge (eg. Websites, CRM Systems) would be an advantage
English (fluent), Additional languages would be an advantage
Excellent written and oral communication skills, presentation delivery skills, Facilitation of meetings
Desire to drive process excellence and efficiency

232

Service Desk Supervisor Resume Examples & Samples

Incident Management
Change / Configuration Management
Experience working within an aggressive SLA environment, 1 hour to 16 hour
Lean Six Sigma Information Technology preferred
ITIL Foundations Certified or higher required, or 5+ years industry experience

233

SFS Service Desk Specialist Resume Examples & Samples

Minimum two years' experience in a help desk or technical position required
Minimum of one year experience in a public safety, 9-1-1, or 24/7 environment preferred
Minimum of one year experience with Information Technology Infrastructure Library (ITIL) methodology preferred

234

Service Desk Resume Examples & Samples

Using advanced IT Knowledge and problem solving skills, ask the appropriate probing questions to determine, diagnose and solve computer-related issues
Advanced IT knowledge of, and ability to solve issues with, DaVita’s clinical applications
Service Desk Professional 1 with current performance meeting or exceeding the monthly goals to achieve the Service Desk Professional 2 position
Commitment to DaVita’s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactions

235

Service Desk Supervisor Resume Examples & Samples

Supervises the quality assurance process and related training of staff members to ensure quality customer service
Assigns work and addresses performance issues within prescribed guidelines
Provides guidance to staff in resolution of difficult questions to ensure accurate technical support information
Addresses customer dissatisfaction and analyzes causes to define corrective action strategy
Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager
Monitors the flow of work to ensure that customer service levels meet established service level agreements
Monitors call center operation through call center platform to ensure maximum functionality to adjust where necessary
Assist with testing and development of call center technology
Six or more years of customer service experience
One or more years of supervisory experience included
Experience working with company products and operating systems and customer service agreements
Good interpersonal skills for interacting with team members and clients
Good organization skills and time management skills to balance and prioritize work

236

Service Desk SME Resume Examples & Samples

Knowledgeable in supporting and troubleshooting of Microsoft Operating System
Knowledgeable in supporting and troubleshoot ing of laptop/desktop computer
Knowledgeable in supporting and troubleshooting of Microsoft Office Suite (eg. Outlook, Word , Excel, etc...)
Knowledgeable in supporting, troubleshooting and configuring internet browsers (eg. Internet Explorer, Mozilla, etc...)
Knowledge in troubleshooting VPN related issue
Knowledge in creating and deploying LanDesk packages a plus
Abi l ity to assess and respond to urgent issues in a competent manner
Demonstrates desire towards learning new technologies and maintaining industry standards
Abil ity to identify, analyze and resolve common technical issues, questions and problems
Good organizational skills with the abil ity to prioritize mu ltiple tasks
Written and oral communication skills appropriate for the position , including the abil ity to speak well in basic professional situations (may include communication via telephone, email or instant messaging)
Ability to write basic documents (may include email, process documents or procedu res)
Establ ishes and maintains positive and effective work relationships with co-workers, cl ients and members

237

Service Desk Engineer, Creditea México Resume Examples & Samples

Cooperation with other IT teams in providing world-class IT support
Managing local IT support company
Supporting our online loan management platform
Work collaboratively with Customer Care and IT Development teams on more complex technical requests and issues to ensure an effective resolution
Work hard to develop strong relationships with the extended digital team and to be flexible and pragmatic
Proficiency in solving IT problems with hardware and business applications
Over 2 years of experience working as part of IT support team
Working knowledge of verbal and written business English
Broad knowledge of IT infrastructure, IT hardware and technology – different operating systems and network devices. Knowledge in working for SQL queries
Minimum 2 years of experience as a Helpdesk position
Used to working with testing database changes and writing basic SQL queries (MySQL)
Experience with ITIL is a benefit

238

IT Service Desk Specialist Resume Examples & Samples

High School diploma or equivalent; Bachelor's degree in Computer Science, MIS, or related field preferred
2+ years of related, current on the job experience
Working knowledge and experience using desktop productivity software applications to provide desktop support (e.g., Microsoft Office, McAfee, SCCM applications)
Familiarity with installation and support of relevant hardware including laptops, thin clients, desktops, printers, etc

239

Service Desk Engineer Resume Examples & Samples

Responsible for handling and resolving first line operational incidents, ensuring timely and appropriate actions are taken according to the standards and procedures of the department. These include but are not limited to: Windows Server, VMware, Citrix, storage, backup/restore, email, networking service and hardware issues. Focus is to provide resolution of trouble tickets with as little interruption to service as possible
In lieu of degree, may substitute 3+ Years of equivalent IT experience (preferably at an MSP-class level or enterprise level) and Industry Certifications (i.e. Hardware, Operating Systems, Applications, Virtualization, Storage, Networking, Routing, ITIL, etc…)
Proficient in hardware troubleshooting and remediation skill
Excellent diagnostic and troubleshooting skills with keen attention to detail and problem solving abilities
Good working under pressure and escalating based on priority, impact and urgency
High level of professionalism, independent, self-motivated, and team player with a people oriented personality

240

Service Desk Professional Future Opening Resume Examples & Samples

Once the future positions are open we will contact directly to schedule a phone interview
Associate’s degree in Computer Science/Information Systems (or similar technical major) from an accredited college (Bachelor’s degree preferred)
Knowledge of computer, printer, and network troubleshooting and installation procedures
Ability to travel up to 5%

241

Service Desk-l Resume Examples & Samples

Provide first level resolutions
Ticket escalation to respective Support Group
Troubleshooting skills on VPN connectivity, dial up , wireless routers
Knowledge on active directory, domain controllers etc

242

Integrated Service Desk-summer Internship Resume Examples & Samples

The common tasks performed by the ISD are user call processing, incident management, service request management, and escalation of higher level incidents and problems to other IT functional teams. The ISD also participates in asset management, change management, and release management
Integrated Service Desk Intern is responsible for the production of technical and process documents, briefings and meeting minutes by following various processes, procedures and style guides
Format documents using appropriate templates and interface with several staff members and multiple customers to ensure product accuracy
Provide input to Schedulers and review/follow event schedules in order to ensure timely product delivery
All ISD agents should be prepared to work non-standard shifts, including off hours, holidays, and weekends
These shifts may rotate dependent on the needs of the customer

243

Global Service Desk Operator Resume Examples & Samples

Ability to analyze data and formulate resolutions
Able to use technology and computer skills to improve efficiency and manage workload
Basic networking and telephony knowledge / concepts
Creative troubleshooting / problem solving skills
Excellent interpersonal communication skills, written and verbal
High-level customer service skills with the ability to develop customer solutions
Proficient in MS Office applications with an ability and propensity to learn new applications quickly and easily for utmost proficiency
Basic knowledge of internet and PC technology
Self-motivated and able to meet deadlines
Strong organizational skills and attention to detail
Understand troubleshooting techniques
Understanding of Internet technology and usage
Customer Service orientation

244

Service Desk Specialist Resume Examples & Samples

Provide direct IT support and customer service to users through assigned service requests and live queue support channels
Manage assigned service, support, install, and change requests
Assist with technical writing and documentation resources for internal Service Desk personnel and end-users
Manage and track support tickets through Service Desk web platform
Install, maintain, and repair various computer equipment, peripherals, and data communications and network systems
Maintain user accounts, mailboxes and enterprise directories
Support and enforce company information technology policies and procedures
Maintain and support network applications and services like DNS, WINS, AD, RDP, network storage & ERP
Support and maintain network file systems including Windows Server, NetApp, and backup software such as BackupExec
Support and troubleshoot in office networking environments including WAN and VPN
Assist in maintaining software inventory and tagged asset management

245

Service Desk Agents Resume Examples & Samples

Fluency in Finnish, Swedish, Dannish, Norwegian, Estonian,
Fluency in additional language(s) (English),
Experience in user support (helpdesk or call center),
Knowledge of PC’s Operating System and standard software (Preferential),
Knowledge of Hardware, Network Protocols, Microsoft Office, Anti-virus (Preferential),
Danish
Estonian
Finnish
Norwegian
Swedish

246

Service Desk Specialist Resume Examples & Samples

Must be dedicated to providing excellent customer service
Top-notch communications and interpersonal skills and listening comprehension
Be able to work quickly and be calm under pressure
Express ideas clearly over the phone, in person or in writing
Must display commitment to teamwork and excellent customer service. Meet or exceed expectations of internal and external customers
Must possess familiarity and knowledge of Gannett’s publishing environment, publishing products, systems architecture and policies
Perform quality work that has been tested with an emphasis on the highest possible accuracy
Minimum of one year experience in an application support or service desk environment
Working knowledge / understanding of Internet and networking
Requires baseline knowledge of company services and applications to interface successfully with customers
Technical and PC skills must include proficiency in Microsoft Word, Excel and Outlook

247

Enterprise Service Desk Specialist Resume Examples & Samples

Provides immediate response to all customers who contact the Enterprise Service Desk. Person to person interaction involves troubleshooting, information exchange and help with ticket submission and issues. Excellent interpersonal skills are required
May be required to work for 12 hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets. Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk
Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007. Troubleshoots all other site authorized software with USACE and users
Works within a small continuous improvement focused team. Tracks and documents work performed to allow accurate reporting of all Enterprise Service Desk activities. Completes all tasks and assignments as requested by Supervisors and Management

248

Iraq Adpe-service Desk Administrator Resume Examples & Samples

Creates logon and email accounts using Microsoft Exchange Server and User Manager. Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration
Operates and maintains all aspects of server administration to include but is not limited to Microsoft 200X Active Directory, WINS, DNS, DHCP, print queues etc
Installs and configures network printers
Installs, configures, and maintains security software on military computer systems
Repairs and maintains desktop and laptop hardware
Daily administration of Exchange 200X servers and Outlook Web Access
Microsoft SMS, MOM, SCCM and WSUS
VERITAS Backup Exec to conduct file server Backup / Restores
Maintaining antivirus / security requirements by the US Army standards and regulations
Provides user and Microsoft Exchange account maintenance as required

249

Enterprise Service Desk Specialist Resume Examples & Samples

Ensures excellent customer service in addressing questions, complaints and requests in a tactful manner via telephone, email and face-to-face interaction
Ensures the reliability, completeness, and accuracy of the REMEDY database
Oversees the preparation of CDRLs and other required/special reports
Monitors and provides work order status information to the Enterprise Services Manager and/or DPgM for Enterprise Services for reporting to higher management
May perform duties as the Service Desk Supervisor during his/her absence
Associates degree required, prefer BS in Business Management, will consider BA with applicable experience
Must be able to obtain Common Access Card (CAC)
High school diploma or GED. Graduate of military or technical courses in the field of Information Technology. This position requires DoDI 8570.01-M IAT Level I certification and corresponding Computing Environment (CE) certification. Must have at least one of the following 8570 certifications: A+ ce, CASP, CCNA Security, CISA, CISSP (or Associate), GSEC, GCED, GCIH, Network+ ce, Security+ ce, or SSCP. Must have at least one of the following CE certifications: MCP, MCTS
Must have at least five (5) years of experience in direct customer service communications
Approximately two (2) years experience in a leadership role
Knowledge of principles and processes for providing customer and personal services
Strong interpersonal and negotiation skills
Collaborative work style fostering cooperation and teamwork
Handle confidential company and employee information with complete discretion

250

Enterprise Service Desk Specialist Resume Examples & Samples

Develop engineering, deployment and integration plans for new network systems
Prepare and submit status reports, and technical briefs, as required, to senior management and customers
Provide technical expertise at management meetings, as well as planning and scheduling meetings as required
Participate in contract proposals, negotiations and modifications as required
Develop, revise and update procedures
Provide technical based supervisory oversight as well as management of assigned networking staff
Interface directly with customer on all networking efforts
10 years experience in a related field of assignment with 5 years in the specific field of assignment

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