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

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• 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
• 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
• 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
• 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

15 Service Desk resume templates

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• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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 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
• 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
• 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
• 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
• 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
• 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
• Answering incoming questions by phone, ticketing system, Chat and email
• 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
• 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
• 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
• Ability to explain complex issues in a non technical manner
• Associated with rapid change
• 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
• 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
• 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
• 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
• 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
• 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
• 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)
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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)
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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

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
• 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
• 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

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
• 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
• 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
• 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

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

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
• 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
• 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

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

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

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
• 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
• 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
• 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
• Install system wide software and assist with fine-tuning system performance
• Set-up administrator and service accounts
• 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
• 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

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
• 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

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
• 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

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
• English (written and spoken)
• Political Developments
• Problem Solving Techniques

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

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

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)

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
• 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
• 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
• 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

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

Service Desk / Knowledge Base Analyst Resume Examples & Samples

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

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
• 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

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

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
• 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

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)
• 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
• 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

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

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

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
• 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)

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

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

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
• 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

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
• 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

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
• 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
• Pride in what you do

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
• 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
• 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

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

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
• 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

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

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

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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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)

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

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
• 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
• 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
• 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

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

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

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
• 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
• 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

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
• 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
• 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
• 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

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

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
• 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
• 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

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
• 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
• 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

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
• 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)
• 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

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
• 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

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
• 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
• 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 communicate clearly with technical and non-technical audiences, both verbally and written
• 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
• 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
• 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

Operations Service Desk Specialist Resume Examples & Samples

• 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)
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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

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
• 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

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
• 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
• 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*
• 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
• 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
• Plan and maintain the C360 Sharepoint site to act as a document repository
• 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
• 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

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
• 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
• 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

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

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
• 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
• 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

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%

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

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

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
• 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

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),
• 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
• 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

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
• 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
• 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

Related Job Titles

Service Desk Manager Resume Guide

Service Desk Managers are responsible for overseeing the daily operations of a service desk. They ensure that staff members provide excellent customer service, coordinate resources and manage help desk tickets. Additionally, they monitor system performance and analyze data to recommend process improvements, while also providing technical support when needed.

As a service desk manager, you have the ability to organize and manage customer support systems with ease. But potential employers won’t know this until they read your resume. To get them interested in what you can do, make sure your resume stands out from the crowd.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

Table of Contents

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Service Desk Manager Resume Sample

Isom Gutmann Service Desk Manager

[email protected] 889-637-8698 linkedin.com/in/isom-gutmann

Skilled service desk manager with 10+ years of experience providing technical support. Proven track record in driving excellent customer service, reducing downtime, and increasing operational efficiency. Experienced in managing remote teams and leading change initiatives to ensure SLAs are met or exceeded within tight deadlines. Passionate about delivering outstanding user experiences through effective problem solving and creative solutions for the benefit of customers.

Service Desk Manager, Employer A Madison, Jan 2018 – Present

• Mentored a team of 10 service desk agents in providing superior customer service, resulting in an 80% increase in client satisfaction ratings.
• Reorganized the call center workflow and implemented new systems that improved response times by 60%, reducing average wait time from 15 minutes to 6 minutes per call.
• Represented the company at various events, trade shows and conferences; consistently received positive feedback for polished presentations on quality assurance initiatives across departments.
• Revised internal helpdesk procedures & policies leading to a 40% reduction in support costs over 3 months while maintaining high standards of accuracy & efficiency throughout all tasks performed by staff members under my supervision.
• Diligently managed daily operations related to resolving technical issues reported via phone/email/chat, escalating training needs as required and ensuring resolution within 24 hours or less for all customers inquiries submitted through the system platform.

Service Desk Manager, Employer B Fontana, Mar 2012 – Dec 2017

• Developed and implemented customer service protocols that resulted in a 20% decrease in wait time and improved overall customer satisfaction ratings by 15%.
• Participated actively in the training of 50+ team members on effective communication skills, problem solving strategies and technical support processes; earned recognition as an exceptional trainer from senior management.
• Demonstrated exemplary leadership capabilities while managing 10 frontline staff to ensure outstanding quality of services was provided at all times; successfully solved over 200 difficult customer inquiries each month with minimal supervision.
• Structured daily operations more efficiently through automation systems, resulting in 40 hours saved per week for the Service Desk department without compromising on quality or performance standards set by the company.
• Resourcefully managed resources across multiple departments to provide timely resolution of critical IT issues within expected SLAs (Service Level Agreements); achieved 99% success rate when resolving escalated cases before deadlines were due.
• Active Directory
• Technical Support
• Troubleshooting
• IT Service Management
• Windows Server
• Team Leadership

Bachelor of Science in Information Technology Educational Institution XYZ Nov 2011

Certifications

ITIL 4 Foundation IT Service Management Forum (itSMF) May 2017

1. Summary / Objective

Your resume summary/objective should provide the hiring manager with a snapshot of your qualifications and experience as a service desk manager. Include information such as how many years you have been in this role, any certifications or awards you have received, and the number of customer issues you have successfully resolved. Additionally, mention any specific software programs or technologies that are relevant to your expertise.

Below are some resume summary examples:

Committed service desk manager with over 5 years of experience working in multi-site IT environments. Skilled at delivering excellent customer service and troubleshooting technical issues quickly and efficiently, without compromising quality or accuracy. At XYZ, managed a team of 15 technicians to provide 24/7 support for all departments within the company. Successfully reduced response time by 40% while increasing overall customer satisfaction ratings by 20%.

Proficient service desk manager with 8+ years of experience in providing technical support, troubleshooting hardware and software issues, and managing the helpdesk. At XYZ I managed a team of 10 IT professionals to provide timely responses to customer inquiries. Oversaw the implementation of an automated ticket system that reduced average response times from 3 days to 1 hour. Experienced in documenting processes for improved efficiency and user satisfaction.

Energetic service desk manager with a proven track record of managing end-user support teams. 5+ years of experience in IT service delivery, incident management and customer satisfaction. Successfully implemented process improvements that reduced incoming ticket resolution time by 25%. Seeking to join ABC Tech as the next Service Desk Manager to drive operational excellence and improve customer service levels.

Professional service desk manager with 9+ years of experience leading teams in resolving customer inquiries and technical issues across multiple channels. Proven track record of increasing customer satisfaction by 15% while decreasing resolution time by 20%. Seeking to join ABC Tech as the new Service Desk Manager, where I can use my extensive knowledge and expertise to further improve support processes.

Diligent service desk manager with 8+ years of experience managing helpdesks and delivering excellent customer service. Proven track record of implementing successful IT processes, reducing downtime costs, and increasing staff efficiency by 15%. Seeking to leverage my strong problem-solving skills and technical expertise at ABC Corporation in order to provide top-notch support for their customers.

Accomplished service desk manager with 8+ years of experience in providing excellent customer service and technical support. Proven track record of effectively leading teams to provide 24/7 IT helpdesk services, develop detailed reports, improve response times by 28%, and reduce customer complaints by 20%. Seeking a Service Desk Manager role at ABC Corporation to utilize my leadership skills.

Passionate service desk manager with 5+ years of experience in managing service desks and providing customer support. Proven track record of reducing call times by up to 20% while increasing customer satisfaction ratings to over 90%. Demonstrated ability to lead a team of remote technicians, troubleshoot complex technical issues, and provide exceptional customer service experiences.

Determined service desk manager with 7+ years of experience managing IT help desks and providing first-line support to employees. Seeking the opportunity to join ABC Company in order to leverage expertise in process improvement, team building, and customer satisfaction. At XYZ Inc., successfully managed a 24/7 helpdesk with 90% resolution rate within 2 hours of ticket submission.

2. Experience / Employment

Next comes the work history section, which should be written in reverse chronological order, meaning your most recent role is listed first.

In this section, you want to provide details on what you did and the results achieved. Stick primarily to bullet points; doing so makes it easier for the reader to take in all of the information quickly. When writing each point, make sure that it conveys something meaningful about your work experience and accomplishments.

For example, instead of saying “Managed service desk,” you could say, “Oversaw day-to-day operations of a 24/7 helpdesk team with 10+ members; successfully reduced customer wait times by 20% within 6 months.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

Other general verbs you can use are:

• Coordinated
• Demonstrated
• Facilitated
• Participated
• Reorganized
• Represented
• Spearheaded
• Streamlined

Below are some example bullet points:

• Prepared detailed weekly work schedules for a team of 10 service desk employees, ensuring that customer demand was always met and workloads were balanced across the department.
• Coordinated with supervisors to troubleshoot technical issues and provide recommendations on how best to improve overall efficiency of the service desk operations; successfully reduced response time from 70 minutes to 25 minutes per query.
• Assessed customer feedback surveys regularly in order to identify areas for improvement within the organization; initiated process changes which resulted in an 8% increase in customer satisfaction ratings over 6 months period.
• Meticulously monitored staff performance, providing timely guidance and support when needed; trained 5 new hires on relevant IT systems & processes as they joined the team over 3-month period resulting in seamless integration into existing workflow structure.
• Reduced resolution time by 20%, allowing customers’ queries/complaints to be addressed more quickly while consistently meeting quality standards set forth by management guidelines at all times.
• Improved customer service response times by 30% and resolved over 1,000 customer complaints in the last year.
• Utilized advanced problem-solving skills to troubleshoot and quickly resolve technical issues for customers via phone, email or chat support systems.
• Optimized processes to reduce wait time for customers when contacting the service desk; achieved a reduction of 45 minutes per call on average during peak hours of operation.
• Effectively managed a team of 10+ agents providing quality customer care services across various platforms; trained new staff members in all aspects of job duties within two weeks from hire date each quarter.
• Advised clients regarding product compatibility & functionality according to their individual needs while adhering strictly to company policies at all times throughout issue resolution process.
• Presented exemplary customer service to over 500 patrons daily, increasing overall satisfaction ratings by 15%.
• Formulated a comprehensive policy manual and training protocols for new hires in order to set standards of excellence in customer care; reduced call-back rates from customers by 10%.
• Spearheaded the implementation of an automated ticketing system which streamlined the workflow process, resulting in improved response times and decreased wait time on calls by 20%.
• Introduced various strategies such as cross-training staff members and utilizing knowledge base repositories that enabled more efficient resolution of customer inquiries within 24 hours or less.
• Thoroughly investigated all complaints filed against client services personnel with integrity and fairness, resolving issues between parties quickly while preserving excellent working relationships among employees at all levels.
• Streamlined the service desk operations and processes, resulting in a 25% increase in customer satisfaction ratings.
• Facilitated daily review meetings with the team to monitor performance, hold weekly training sessions to discuss new procedures and maintain high standards of customer service.
• Achieved an average response time of 12 minutes or less for all incoming requests; handled over 2,000 calls per month while maintaining excellent quality control records.
• Expedited resolution times by implementing innovative solutions such as automated ticketing systems that improved workflow efficiency by 15%.
• Substantially reduced backlogs from 5 days to 1 day on average through effective resource management strategies; cut costs related to overtime pay by 30%.

Even though two organizations are hiring for the same role, the skillset they want an ideal candidate to possess could differ significantly. For instance, one may be on the lookout for an individual with experience in ITIL frameworks and the other for someone with knowledge of customer service best practices.

The skills section of your resume should be tailored to each job that you are applying for, as this will help you stand out from the competition. It is also important because many companies use applicant tracking systems which scan resumes for certain keywords before passing them on to a human.

Once listed here, it’s beneficial to discuss these skills further in other sections such as your summary or work experience; this way employers can get an even better understanding of how well-suited you are for the role they’re offering.

Below is a list of common skills & terms:

• Account Management
• BlackBerry Enterprise Server
• Business Analysis
• Business Process Improvement
• Call Centers
• Change Management
• Cloud Computing
• Computer Hardware
• Customer Satisfaction
• Data Center
• Disaster Recovery
• Group Policy
• Help Desk Support
• IT Management
• IT Operations
• IT Strategy
• ITIL Certified
• Incident Management
• Information Technology
• Integration
• Managed Services
• Microsoft Exchange
• Microsoft SQL Server
• Network Administration
• Network Security
• Operating Systems
• Problem Management
• Process Improvement
• Program Management
• Project Delivery
• Service Delivery
• Service Desk
• Service Desk Management
• Service Management
• Software Documentation
• Software Installation
• Stakeholder Management
• System Administration
• System Deployment
• Team Management
• Telecommunications
• Time Management
• Vendor Management
• Virtualization

4. Education

Including an education section on your resume will depend on how far along you are in your career. If you just graduated and have little to no work experience, mention your education below your resume objective. However, if you have been working as a service desk manager for years with plenty of responsibilities to showcase, omitting the education section is perfectly fine.

If an education section is included, try to mention courses or subjects related to the service desk job such as customer service management or IT support fundamentals that could be useful for this position.

5. Certifications

Certifications are a great way to demonstrate your knowledge and proficiency in a certain field. They can give you an edge over other applicants who may not have the same level of expertise or experience as you do.

Including certifications on your resume is important, especially if they are relevant to the job that you’re applying for. It shows potential employers that you have taken initiative to stay up-to-date with industry standards and trends, which could make all the difference when it comes time for them to hire someone.

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Isom Gutmann, this would be Isom-Gutmann-resume.pdf or Isom-Gutmann-resume.docx.

7. Cover Letter

Providing a cover letter with your job application is a great way to stand out from the competition and impress potential employers. It should be made up of 2-4 paragraphs, separate from your resume, which explain why you are an ideal fit for the role.

Cover letters also give you the opportunity to go into more detail about yourself than what can fit in a resume. This allows recruiters to get better insight into who you are as a person and professional which could potentially increase your chances of getting hired.

Below is an example cover letter:

Dear Dominic,

I am writing to apply for the Service Desk Manager position at XYZ Company. As a service desk manager with over 10 years of experience managing teams of customer service professionals, I have the skills and knowledge necessary to excel in this role. In my previous positions, I have successfully implemented customer service best practices that have resulted in improved customer satisfaction scores and increased efficiency.

In my current position as Service Desk Manager at ABC Company, I manage a team of 15 customer service representatives who handle incoming calls and emails from customers. I have successfully implemented several process improvements that have reduced average call times by 30%. In addition, I regularly conduct training sessions for new hires and provide coaching and feedback to existing team members.

I am confident that I can bring the same level of success to XYZ Company as your Service Desk Manager. My experience managing teams of customer service representatives, combined with my strong leadership skills, makes me an ideal candidate for this position. I look forward to speaking with you soon about how I can help improve your company’s customer service operations.

Service Desk Manager Resume Templates

Service Desk Manager Resume Examples

Writing a great service desk manager resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for the job.

Create your resume Select from 7 professional resume templates

If you're looking for inspiration when it comes to drafting your own service desk manager resume, look no further than the samples below. These resumes will help you highlight your experience and qualifications in the most effective way possible, giving you the best chance of landing the service desk manager job you're after.

or download as PDF

Essential Components of a Service Desk Manager Resume

A well-crafted resume for a Service Desk Manager is a crucial instrument in the job search process. It encapsulates your professional expertise, experience, and qualifications in the realm of service desk operations, offering prospective employers a snapshot of your capabilities. A meticulously composed resume is pivotal in making a positive first impression.

An impactful resume encompasses several critical sections: personal information, a professional summary, work history, educational background, technical and managerial skills, certifications, and notable achievements. Let's delve into the specifics of what each section entails and explore strategies to make your resume compelling and noticeable to hiring managers.

Contact Information

At the forefront of your resume should be your contact information, ensuring potential employers can easily reach out for further discussions or to schedule interviews. Place this information prominently at the top of your resume.

Include your full name, professional email address, phone number, and LinkedIn profile (if applicable). Ensure that your email address is professional, ideally incorporating your name, and avoid using informal nicknames.

For privacy, you may choose to list only your city and state, but include your country if you're seeking international opportunities. Verify that all contact details are accurate and up-to-date to maintain credibility and ensure you don't miss any opportunities due to incorrect information.

Professional Summary

The Professional Summary is a succinct and impactful overview of your career, highlighting your key skills and achievements. Tailor this section to align with the specific Service Desk Manager position you're applying for, emphasizing your experience in IT service management, team leadership, process optimization, and customer satisfaction.

An example summary might read: "Dedicated Service Desk Manager with over a decade of experience leading technical support teams in high-demand environments. Successfully implemented service desk initiatives that increased customer satisfaction by 30%. ITIL v3 Foundation certified with a track record of enhancing processes and team performance."

Keep this section concise, aiming for three to five sentences that encapsulate why you are the ideal candidate for the role.

Technical Skills

As a Service Desk Manager, your technical acumen is fundamental. Highlight your proficiency in IT systems, help desk software, database management, networking, cybersecurity, and cloud computing. Showcase relevant certifications such as ITIL, CompTIA A+, or MCSE, and mention your familiarity with coding languages and analytical skills.

These technical competencies are essential for providing effective support and improving operational efficiency by minimizing downtime and resolving issues promptly.

Related : Service Desk Manager Skills: Definition and Examples

Work Experience

The Work Experience section is where you detail your professional journey, emphasizing the contributions and successes you've had in previous roles. List your positions in reverse chronological order, including the company name, your title, and the duration of your employment. For each role, provide a brief description of your responsibilities and achievements.

Use action verbs and quantify your accomplishments to illustrate your impact. Mention any significant projects, cost savings, or efficiency improvements you've been a part of, and include any specific tools or software you've used that are relevant to service desk management.

This section should demonstrate your exceptional performance in service desk management and persuade potential employers of the value you can bring to their organization.

Education and Certifications

Your academic qualifications and certifications provide insight into your formal training and specialized knowledge. List your degrees, the institutions you attended, and your graduation dates. Highlight relevant certifications such as ITIL, CompTIA A+, HDI-SCA, or PMP, which attest to your expertise in IT service management.

Include any additional training or courses that have enhanced your service desk management skills. Keeping this section current with new educational achievements or certifications showcases your commitment to continuous learning and staying abreast of industry developments.

Related : Service Desk Manager Certifications

Leadership and Management Skills

Detail your leadership and people management skills, project management experience, resource allocation proficiency, change management capabilities, strategic planning, communication skills, and commitment to training and development. Use specific examples from your work history to demonstrate these competencies.

Achievements and Awards

In the Achievements and Awards section, showcase your most significant accomplishments and any recognition you've received. Quantify your successes with metrics to provide a clear picture of your impact on previous organizations. This section is your opportunity to distinguish yourself from other candidates by highlighting your unique contributions and recognitions.

Focus on relevant achievements and awards that underscore your suitability for the Service Desk Manager role. Tailoring this section to each job application can significantly enhance its impact.

Related Resume Examples

• Service Desk Analyst
• Service Desk Technician
• Desktop Support Manager
• Help Desk Manager
• Front Desk Manager
• Service Delivery Manager

Service Desk Manager Resume Example

Juggling tech troubles, but your resume's on hold? Check out this Service Desk Manager resume example, optimized with Wozber free resume builder. Learn how to present your leadership and IT insights to align with job expectations, ensuring your career journey isn't kept on the help line!

Service Desk Manager Resume Templates

How to write a Service Desk Manager resume?

Hello, future Service Desk Manager superstar! If you're aiming to stand out in the IT support world, you're in the right place. Your resume is not just a document; it's a beacon highlighting your journey and expertise. Imagine sculpting a resume so captivating, it not only speaks your language but also sings in harmony with your desired role's requirements.

Using the Wozber free resume builder , this guidance is your compass in the world of ATS-compliant resumes , specifically tailored for the Service Desk Manager role. Let's take this journey together to craft a resume that doesn't just open doors but wins you the entire building!

Personal Details

First impressions matter, and in the resume world, your Personal Details section is your opening act. It might seem straightforward, but getting it right sets the stage for everything that follows. Here's how to ensure this section resonates with the essence of a Service Desk Manager, making you a candidate too compelling to pass up.

1. Your Name: Your Brand

Think of your name as the title of your professional story. Make sure it stands out with a clear, bold font, setting the tone for the impactful narrative to follow. This isn't just Joann Davis standing before us; it's the Service Desk Manager of tomorrow.

2. Job Title Synchronization

Positioning the job title 'Service Desk Manager' prominently on your resume instantly aligns your professional identity with your career aspirations. It's like telling the hiring manager, "Yes, I'm exactly who you've been searching for.

3. Essential Contact Details

A pristine, accessible phone number and a professional email address pave the way for seamless communication. Stick to a format like [email protected] to keep it simple and effective. These details are your digital handshake.

4. Location Alignment

"San Francisco, California" isn't just a detail; it's an assurance. By confirming your location, you're ticking one of the top boxes of requirements, showing you're ready and available, without the complications of relocation.

5. The Digital Footprint

In the era of digital professional networking, including a well-maintained LinkedIn profile can significantly elevate your visibility. Ensure it's updated and reflects the same professionalism as your resume. This is your virtual business card – make every pixel count.

Your Personal Details section is the first handshake, the initial eye contact. It's your chance to make a professional and lasting first impression. Equipped with these tips, this section will no longer be just a formality but a powerful introduction that aligns perfectly with your aspirations to become a Service Desk Manager.

Your experience section is where you shine the brightest, showcasing your journey and achievements in the IT service management world. This is your opportunity to demonstrate why you're not just any candidate; you're the Service Desk Manager the company needs. Let's tailor your experience to reflect your readiness and efficiency for this role.

• Oversaw day‑to‑day operations of a 15‑member service desk team, ensuring 97% customer satisfaction.
• Developed and successfully implemented service desk processes, leading to a 30% increase in team efficiency.
• Hired, trained, and mentored 7 service desk staff, fostering a positive work environment and reducing staff turnover by 20%.
• Collaborated with cross‑functional teams to resolve 500+ IT system issues monthly with a 15% reduction in user service disruptions.
• Regularly reported on service desk performance, providing insights for a 10% continuous improvement in operations.
• Provided Tier 2 technical support to over 500 employees, achieving a 95% first‑call resolution rate.
• Contributed to the creation of a comprehensive knowledge base, reducing average ticket handling time by 25%.
• Led training sessions for new hires, ensuring a 60% faster onboarding process.
• Acted as a liaison between the IT department and end‑users, enhancing communication and problem‑solving efficiency.
• Identified and addressed recurring technical issues, resulting in a 20% decrease in user‑reported problems.

1. Decoding the Job Requirements

It all starts with understanding. Break down the job description to its core requirements. Did they mention "overseeing day-to-day operations"? Excellent. That's a key phrase to echo in your resume.

2. The Structure of Success

Lead with your most current role and walk them through your professional journey, emphasizing positions and projects relevant to a Service Desk Manager. Each entry is a chapter in your story of success.

3. Achievement-Focused Entries

For each role, craft bullet points that resonate with the job description. If you "oversaw a 15-member team, ensuring 97% customer satisfaction," you're not just sharing an achievement; you're providing solid proof of your competence.

4. Numbers Talk

Quantifying your accomplishments, such as "leading to a 30% increase in team efficiency," offers tangible evidence of your impact. It turns your experience into hard data, validating your expertise beyond mere words.

5. Relevance is Key

While your stint as office ping-pong champ might be close to your heart, focus on what matters most for the Service Desk Manager role. Prioritize experiences that directly demonstrate your skill and fit for the job.

Your experience section is your portfolio of professional triumphs. It's where your journey speaks directly to the needs and goals of the hiring company. By strategically tailoring this section, every bullet point becomes a testament to why you're the ideal Service Desk Manager candidate. Remember, you're not just listing your past roles; you're narrating your journey to this very moment.

The education section might seem like a checkbox, but it's really the cornerstone of your professional qualifications. Here, you demonstrate that you have the knowledge base required to not only fill the Service Desk Manager position but to excel in it. Let's ensure your educational background stands out as perfectly crafted for your target role.

1. Identifying Key Requirements

Start by pinpointing what the job description specifies. For a Service Desk Manager, a "Bachelor's degree in Information Technology or related field" is essential. Showing you meet this criterion is your first victory.

2. Simplicity Is Elegance

Keep the format straightforward: list your degree, the institution, and your graduation year. Clarity in this section makes it easy for hiring managers to confirm you have the foundational knowledge for the job.

3. Degree Relevance

If the job description directly mentions your field of study, you're in luck. Highlighting your "Bachelor of Science in Information Technology" directly connects your academic journey to the role's requirements.

4. Coursework and Specializations

Although not always necessary for more experienced candidates, citing relevant courses can be particularly advantageous if you're entering the field or if the role is specialized. Tailor this based on the role and your experience level.

5. Academic Accolades and Activities

If you've graduated with honors or participated in tech clubs or specific projects aligning with IT service management, mention these. However, gauge the relevance based on the seniority of the position you're applying for.

Your educational section isn't just about where you went to school; it's a declaration of your readiness to tackle the demands of the Service Desk Manager role. By aligning this section with the job requirements, you're not just listing your qualifications; you're showcasing your preparedness and dedication to your career path.

Certificates

In the evolving landscape of IT support, certifications act as badges of honor, demonstrating your commitment and expertise in specific areas. For a Service Desk Manager, certain certificates can make you stand out in a crowd of candidates. Let's explore how to highlight your certifications to underscore your qualifications and readiness for this role.

1. Handpick Pertinent Certificates

Align your certifications with the job's requirements. The 'ITIL Foundation' certification is a perfect example, directly tying into the job description's call for 'Strong knowledge of ITIL frameworks and best practices.'

2. Quality Over Quantity

It's better to list a few highly relevant certificates than a long list of only tangentially related accolades. This ensures the hiring manager's attention is drawn to your most applicable credentials.

3. Transparency with Dates

Including the dates of your certifications, especially for ones that are current or recently achieved, adds credibility and shows you're up-to-date in your field.

4. Continuous Learning

The IT field is continually evolving, and so should your learning. Regularly updating and expanding your certifications not only keeps you competitive but also demonstrates your dedication to your professional growth.

Your certificates are a powerful testament to your skills and dedication to staying ahead in the IT support field. By carefully selecting and presenting your certifications, you're not just ticking a box; you're telling the story of your ongoing commitment to excellence and learning. Let them shine as proof of your readiness and fit for the Service Desk Manager role.

Your skills section is a compact, potent showcase of your professional toolbox. For the Service Desk Manager role, balancing technical know-how with leadership abilities is key. Here's how to curate this section to highlight your most relevant skills, making you an irresistible candidate for the role.

1. Dissect the Job Description

Initiate your skills section strategy by thoroughly analyzing the job description. Extract both the explicitly stated and the underlying skills required. Coordination with cross-functional teams? Check. IT system troubleshooting? Double-check.

2. Balance Hard and Soft Skills

Balance is crucial. Alongside hard skills like 'ITIL Framework' and 'IT System Troubleshooting', incorporating soft skills such as 'Team Leadership' and 'Interpersonal Communication' paints a complete picture of your capabilities.

3. Clean and Organized

Resist the temptation to list every skill under the sun. A well-organized, targeted list of skills relevant to the Service Desk Manager position ensures your resume is not only ATS-compliant but also directly speaks to the hiring manager's needs.

The Skills section is your professional highlight reel, showcasing your dynamic range of abilities tailored specifically for the Service Desk Manager position. By presenting a balance of hard and soft skills, you prove not just your competency, but your versatility and fit for the role. Let your skills illuminate the exact solution the hiring manager is searching for.

In today's interconnected world, the ability to communicate across linguistics barriers can be incredibly valuable, even in IT support roles. While the job may not expressly demand multilingualism, showcasing your language skills could provide an edge. Here's how to craft a Languages section that adds another layer of appeal to your resume for the Service Desk Manager role.

1. Check for Language Requirements

First off, identify if the job posting has any specific language requirements. For our Service Desk Manager example, proficiency in English is a must. Your resume should reflect this ability prominently.

2. Prioritize Job-Specific Languages

If the posting mentions specific languages, list them first and clearly indicate your proficiency level. This direct match indicates to the hiring manager that you're exactly what they're looking for.

3. Showcase Additional Languages

Even if additional languages aren't specified in the job description, they can set you apart. Being fluent in Spanish, for example, shows you're capable of engaging with a broader range of clients and colleagues.

4. Honesty in Proficiency

Clearly differentiate between your proficiency levels: Native, Fluent, Intermediate, Basic. Accurately representing your language skills shows integrity and helps manage expectations.

5. Role Scope and Languages

Consider the scope of the Service Desk Manager role. If it involves regional or global teams, highlighting your linguistic prowess can significantly enhance your resume's attractiveness.

Your multilingual abilities are not merely a personal accolade; they're a professional asset that can open doors to new opportunities and interactions. In a field where communication is paramount, showcasing your language skills can give you a significant advantage. As you prepare to take on the Service Desk Manager role, let your linguistic proficiencies echo your readiness to excel in a global arena.

The Summary section is your elevator pitch, a brief yet powerful chance to capture the hiring manager's attention. For an aspiring Service Desk Manager, it's where you distill your experience, skills, and aspirations into a narrative that resonates with your future role. Here's how to ensure your summary not only captures interest but also clinches it.

1. Capture the Job's Essence

Begin by internalizing the heart of the Service Desk Manager position. Understand the blend of technical prowess and leadership finesse expected and weave this understanding into your summary.

2. Start with a Strong Intro

Lead with a statement that encapsulates your professional identity and career trajectory. "Service Desk Manager with over 6 years of experience" not only outlines your role but also your journey.

3. Highlight Your Unique Offerings

Dovetail your key achievements and skills into the summary. Mentioning your history of "ensuring high-quality technical support" or "fostering positive work environments" directly echoes the job description, proving your alignment with the role's requirements.

4. Conciseness is King

Keep your summary punchy and to the point. This isn't the place for exhaustive detail but rather for a succinct snapshot of why you're the perfect fit for the Service Desk Manager position.

Your summary is the handshake, the eye contact, the first word that invites the hiring manager into your professional narrative. Craft it with care, making it a clear, compelling invitation to read on and discover why you're the ideal candidate for the Service Desk Manager role. This is your moment to shine; seize it with both hands.

Launching Your Service Desk Manager Journey

Congratulations on meticulously crafting your ace Service Desk Manager resume! Equipped with these tailored tips and the powerful tools provided by Wozber's free resume builder , including the ATS-friendly resume format and the sophisticated ATS resume scanner , you are now ready to step confidently into the job market. Your resume is no longer just a document; it's a testament to your dedication, skill, and readiness to excel as a Service Desk Manager. The IT support world awaits your expertise and leadership.

Dive in, knowing you're well-prepared to make a splash. Here's to the journey ahead, may it be brilliant and rewarding!

• Bachelor's degree in Information Technology or related field.
• Minimum of 5 years' experience in service desk management or a related IT field.
• Proven track record of successfully managing service desk operations and teams.
• Strong knowledge of ITIL frameworks and best practices.
• Exceptional interpersonal and communication skills both written and verbal.
• Proficient in English communication.
• Must be located in or willing to relocate to San Francisco, California.
• Oversee the day-to-day operations of the service desk team, ensuring high-quality technical support and customer service.
• Develop and implement service desk processes, procedures, and performance metrics to enhance team efficiency and customer satisfaction.
• Hire, train, mentor, and evaluate service desk staff, fostering a positive and collaborative work environment.
• Collaborate with cross-functional teams to identify and resolve IT system issues, ensuring minimum disruption to user services.
• Regularly review and report on service desk performance to senior management, providing insights for continuous improvement.

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Service Desk Manager Resume Example & Writing Guide

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Service desk manager resume sample, professional summary.

Highly experienced Service Desk Manager with an exceptional track record of managing daily operations, driving process improvements, and delivering excellent customer service. Skilled in defining and implementing IT service management programs, designing and optimizing service desk workflows, managing vendor relationships, and developing IT support staff. Adept at identifying and prioritizing customer needs and working collaboratively across teams to resolve complex issues.

Work Experience

Service desk manager.

ABC Corporation, Anytown, USA

• Managed a team of 15 help desk specialists providing customer support for 10,000+ employees across multiple offices and remote locations.
• Reorganized service desk workflows, resulting in a 30% reduction in incident resolution times and a 20% increase in customer satisfaction ratings.
• Developed and maintained IT service management policies and procedures, ensuring compliance with industry standards and best practices.
• Identified and addressed areas of service desk process inefficiencies and implemented process improvements to increase team efficiency and customer satisfaction.
• Managed vendor relationships and negotiated contracts for hardware and software support, resulting in cost savings of 15%.

Senior IT Support Specialist

XYZ Inc., Anytown, USA

• Provided hardware, software, and network support to 1,000+ employees and contractors.
• Developed and delivered technical training programs to educate users on IT policies, procedures, and best practices.
• Maintained accurate documentation of all IT support activities for auditing purposes.
• Managed and prioritized incident tickets according to user impact and escalated complex issues to appropriate IT personnel as necessary.
• Assisted in the design and implementation of new IT infrastructure projects.

B.S. in Computer Science

XYZ University, Anytown, USA

Use Bullet Points

Long blocks of text can be off-putting. Use bullet points to break up your experiences and make it easy for employers to scan your resume.

Service Desk Manager Resume Writing Guide

Introduction.

A Service Desk Manager is responsible for the efficient and effective running of a service desk team, ensuring customer satisfaction and problem resolution. With the ever-growing demand for IT professionals, it’s crucial to have a well-written Service Desk Manager resume to stand out from the competition.

Steps to write a Service Desk Manager resume

• Start with a strong summary: The first section of your resume should be a concise summary statement that highlights your qualifications, experience, and skills. Make sure it aligns with the job requirements and showcases your relevant achievements.
• Include relevant experience: Your work experience section should include your relevant experience in managing service desk teams, handling customer escalations, and implementing ticketing systems. Use bullet points to highlight your achievements and quantify your impact.
• Showcase your technical skills: As a Service Desk Manager, you’re expected to have a strong understanding of IT systems and technologies. Be sure to highlight your technical skills and certifications, such as ITIL, CompTIA A+, or Microsoft Certified Professional.
• Emphasize your soft skills: Being a Service Desk Manager involves more than just technical skills. You need strong communication, leadership, and problem-solving skills to manage a team effectively. Showcase your soft skills in your resume by including relevant achievements and experiences.
• Highlight your education: Include your education credentials, such as your degree, certifications, and relevant coursework. If you’re lacking in the work experience department, it’s important to highlight your educational background to demonstrate your knowledge and skills.
• Proofread your resume: Before sending out your resume, be sure to proofread it multiple times and have someone else review it as well. A typo or grammatical error can cost you the job.

A Service Desk Manager plays a critical role in ensuring customer satisfaction and problem resolution. By following the steps outlined above, you can craft a resume that showcases your relevant experience, skills, and achievements. Keep in mind that your resume is a reflection of you, so be sure to make it professional and error-free.

Common Resume Writing Mistake

No action verbs.

Not using action verbs can result in a flat and uninspiring resume. Begin your bullet points with strong action verbs to help illustrate your experience.

Resume Examples You May Interested

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• • Led a team of 10 support specialists, improving the team's efficiency in resolving tickets by 25% in the first year.
• • Designed a comprehensive reporting system that reduced issue escalation by 15% through better tracking of recurring problems.
• • Established a service level agreement that increased client satisfaction scores from 80% to 93% within 18 months.
• • Spearheaded the deployment of new end-user hardware for 500+ employees, completing the project 1 month ahead of schedule.
• • Implemented a mentorship program, resulting in a 10% improvement in first-call resolution rates by newly trained staff.
• • Interpreted and utilized key performance indicators to redirect resources, achieving a 20% reduction in downtime.
• • Managed end-user networking issue resolution, achieving a 99% uptime for the company's internal network.
• • Developed process improvements that increased ticket completion rates by an average of 30% per quarter.
• • Overhauled the IT hardware ordering system, reducing procurement costs by 20% while maintaining quality.
• • Conducted regular training sessions on support tools and techniques, enhancing team proficiency and response times.
• • Facilitated a cross-department collaboration that led to the reduction of repeat service requests by 35%.
• • Provided tier 2 technical support, resolving over 500 complex service requests per quarter.
• • Contributed to the maintenance of a knowledge base that cut down issue resolution time by 25%.
• • Enhanced user satisfaction by innovating an onboarding process for new software deployments.
• • Assisted in developing departmental goals that linked to a 10% increase in overall productivity.

10 Help Desk Manager Resume Examples & Guide for 2024

The Help Desk Manager oversees the support team, ensuring efficient troubleshooting and customer satisfaction. Highlight your experience in managing support operations, your ability to improve service processes, and your success in team leadership on your resume. Incorporate skills such as problem-solving, effective communication, and proficiency in help desk software. Mention specific achievements, like reduced response times or improved customer satisfaction scores, to demonstrate your impact on the organization.

All resume examples in this guide

Single Column

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a help desk manager, articulating the breadth of your technical expertise and leadership skills in a concise resume can be a significant challenge. Our guide provides targeted advice and examples to showcase your accomplishments effectively, ensuring your resume stands out to potential employers.

• Sample industry-leading professional resumes for inspiration and help desk manager resume-writing know-how.
• Focus recruiters' attention on what matters most - your unique experience, achievements, and skills.
• Write various resume sections to ensure you meet at least 95% of all job requirements.
• Balance your help desk manager technical expertise with personality to stand out amongst candidates.

If the help desk manager resume isn't the right one for you, take a look at other related guides we have:

• Service Desk Manager Resume Example
• Development Manager Resume Example
• Database Developer Resume Example
• Cnc Programmer Resume Example
• Snowflake Developer Resume Example
• IT Technician Resume Example
• Cisco Network Engineer Resume Example
• Software Tester Resume Example
• Desktop Support Resume Example
• Assistant IT Manager Resume Example

Optimize your help desk manager resume format to pass the recruiters' assessment

What recruiters are looking for is systematised content that is clear and coherent. Thus, your help desk manager resume needs to answer requirements and why you're the best candidate for the role from the get-go.

• Sorting your experience in the reverse chronological order - starting with your most recent and relevant roles. This is an excellent choice for more experienced professionals;
• Writing your contact information (e.g. personal phone number and email address ) and your portfolio or LinkedIn link in your help desk manager resume header. If you're wondering to include a photo or not, always make sure that it's appropriate for the country you're applying in;
• Use the basic, most important help desk manager resume sections - your experience, education, summary, etc. Use your resume's real estate wisely to tell a compelling, professional story and match job description's keywords;
• Don't go overboard with the length of your resume. One page is absolutely fine if you happen to have under a decade of relevant experience.

Are you still wondering if you should submit your help desk manager resume in PDF or Word format ? The PDF has a few more advantages, as it doesn't change the format and the text can't be altered upon application.

Format matters most when your help desk manager resume is assessed by the Applicant Tracker System (or the ATS).

The ATS parses resumes, looking for specific keywords, skills or experience that match the job description.

P.S. We recently did a study on how the ATS works and were able to demystify three of the biggest misconceptions about how it assesses candidate resumes.

To pass the ATS evaluation, select any of the serif or sans-serif fonts. Popular choices that would help your help desk manager resume stand out include Raleway, Exo 2, Montserrat, etc.

Most traditionalists go for Arial or Times New Roman, but it's often the case that many candidates choose these fonts, and you'd thus lose points on the uniqueness front.

Upload & Check Your Resume

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Showcase any ongoing or recent educational efforts to stay updated in your field.

Don't forget to include these six sections on your help desk manager resume:

• Header and summary for your contact details and to highlight your alignment with the help desk manager job you're applying for
• Experience section to get into specific technologies you're apt at using and personal skills to deliver successful results
• Skills section to further highlight how your profile matches the job requirements
• Education section to provide your academic background
• Achievements to mention any career highlights that may be impressive, or that you might have missed so far in other resume sections

What recruiters want to see on your resume:

• Proven experience in managing a help desk team and overseeing all operations, including staff performance and customer service standards.
• Strong technical knowledge and understanding of help desk software, databases, and remote control.
• Excellent problem-solving skills with the ability to analyze situations, identify existing or potential problems, and recommend solutions.
• Experience in developing and implementing help desk procedures, policies, and systems to enhance efficiency and customer satisfaction.
• Track record of setting specific customer service standards and monitoring and reporting on support effectiveness through metrics such as first-call resolution and ticket turnaround times.

Adding your relevant experience to your help desk manager resume

If you're looking for a way to show recruiters that your expertise is credible, look no further than the resume experience section.

Your help desk manager resume experience can be best curated in a structured, bulleted list detailing the particulars of your career:

• Always integrate metrics of success - what did you actually achieve in the role?
• Scan the help desk manager advert for your dream role in search of keywords in the job requirements - feature those all through your past/current experience;
• Dedicate a bullet (or two) to spotlight your technical capabilities and how you're able to use the particular software/technology in your day-to-day roles;
• Write simple by including your responsibility, a job advert keyword or skill, and a tangible outcome of your success;
• Use the experience section to also define the unique value of working with you in the form of soft skills, relevant feedback, and the company culture you best thrive in.

Industry leaders always ensure that their resume experience section offers an enticing glimpse at their expertise, while telling a career narrative. Explore these sample help desk manager resumes on how to best create your resume experience section.

• Led a team of 15 help desk analysts to provide 24/7 support for over 10,000 global users, reducing ticket resolution time by 25%.
• Implemented a new ITSM platform that optimized workflow processes and enhanced tracking of KPIs including first call resolution, leading to a 10% increase in customer satisfaction.
• Developed and executed a comprehensive training program that increased staff technical proficiency and ensured cross-departmental IT support alignment.
• Managed critical IT support incidents for enterprise-level clients, streamlining the escalation process and reducing system downtime by 15%.
• Collaborated with systems engineers to integrate customer feedback into the continuous improvement of help desk tools and protocols.
• Oversaw the migration of help desk services to a cloud-based infrastructure which improved remote support capabilities and scalability.
• Introduced an AI-driven ticketing system that automated routine inquiries, allowing staff to focus on complex technical issues.
• Monitored and analyzed performance data to identify trends and develop strategies for reducing recurrent IT issues by 20%.
• Coordinated with the cybersecurity team to incorporate best practices into help desk operations, significantly mitigating risk exposure.
• Implemented a customer feedback loop that increased the help desk’s ability to respond to user needs, improving service customization.
• Enhanced IT help desk service levels by recruiting, training, and developing a high-performing team focused on customer service excellence.
• Spearheaded the development of a self-service portal, which empowered users to resolve simple issues and reduced overall ticket volume by 30%.
• Directing the global help desk operations with a focus on leveraging automation tools to elevate user satisfaction and reduce response times.
• Spearheading the integration of chatbot technology that effectively handles 40% of initial customer interactions, freeing up resources for critical support areas.
• Conducting regular performance assessments using analytics to continuously refine the support model and align with evolving business requirements.
• Revamped the help desk ticketing process which resulted in a 35% improvement in response times and a 50% reduction in backlogged tickets.
• Managed cross-functional teams to resolve complex IT problems, cutting the mean time to resolution by 20% and enhancing system availability.
• Pioneered the adoption of a remote support policy which increased flexibility for staff and ensured uninterrupted customer service during remote work transitions.
• Oversaw a period of significant expansion of help desk services, including a 50% increase in support staff to handle growing customer demand.
• Played a key role in the company-wide adoption of Agile methodologies which improved inter-departmental collaboration and accelerated problem-solving.
• Championed the implementation of advanced monitoring tools that proactively identified potential issues, reducing downtime by 18%.
• Developed and maintained an IT help desk knowledge base that reduced ticket resolution time and enhanced internal training processes.
• Forged strong vendor relationships that improved the quality of technical support tools and reduced software procurement costs by 12%.
• Coordinated with IT leadership to align help desk activities with strategic business initiatives, ensuring adaptive support for new technologies.
• Increased the IT department’s operational efficiency by implementing strategic staffing models that optimized round-the-clock support coverage.
• Conceptualized and launched a cross-training program that resulted in a more versatile help desk team able to address a broader range of technical issues.
• Established a program for tracking and responding to user satisfaction metrics, leading to a 15% improvement in perceived IT support quality.
• Orchestrated a seamless transition for the help desk team to a comprehensive remote work model while maintaining 99% SLA adherence.
• Implemented a tiered support strategy that maximized the efficient use of skilled resources and reduced average handle time by 22%.
• Championed the development and integration of predictive analysis tools into support practices, significantly lowering incident recurrence rates.

Quantifying impact on your resume

• Highlight the number of support tickets resolved per day to demonstrate efficiency in handling customer issues.
• Quantify the size of the help desk team you have managed to showcase leadership and team management skills.
• Include the percentage reduction in ticket resolution time to emphasize process improvement capabilities.
• Mention the number of training sessions conducted for help desk staff to illustrate commitment to team development.
• Detail the increase in customer satisfaction scores to reflect the impact of service quality enhancements.
• Specify the volume of calls and emails managed to show the ability to handle high workloads effectively.
• Report on the percentage of issues resolved on the first call to highlight proficiency in problem-solving.
• Indicate the dollar value of the IT assets you were responsible for to establish financial accountability and asset management skills.

Action verbs for your help desk manager resume

Experience section for candidates with zero-to-none experience

While you may have less professional experience in the field, that doesn't mean you should leave this section of your resume empty or blank.

Consider these four strategies on how to substitute the lack of experience with:

• Volunteer roles - as part of the community, you've probably gained valuable people (and sometimes even technological capabilities) that could answer the job requirements
• Research projects - while in your university days, you may have been part of some cutting-edge project to benefit the field. Curate this within your experience section as a substitute for real-world experience
• Internships - while you may consider that that summer internship in New York was solely mandatory to your degree, make sure to include it as part of your experience, if it's relevant to the role
• Irrelevant previous jobs - instead of detailing the technologies you've learned, think about the transferable skills you've gained.

Recommended reads:

• How to List a Major & Minor on Your Resume (with Examples)
• How to List GPA on Your Resume

Shining a light on your help desk manager hard skills and soft skills

To win recruiters over, you must really have a breadth of skill set presented and supported within your help desk manager resume.

On hiring managers' checklists, you'd initially discover hard or technical skills. Those are the technology (and software) that help you perform on the job. Hard skills are easy to quantify via your education, certificates, and on-the-job success.

Another main criterion recruiters are always assessing your help desk manager resume on is soft skills. That is your ability to communicate, adapt, and grow in new environments. Soft skills are a bit harder to measure, as they are gained both thanks to your personal and professional experience.

Showcase you have the ideal skill set for the role by:

• Dedicating both a skills box (for your technical capabilities) and an achievements or strengths section (to detail your personal skills).
• When listing your skills, be specific about your hard skills (name the precise technology you're able to use) and soft skills (aim to always demonstrate what the outcomes were).
• Avoid listing overused cliches in the skills section (e.g. Microsoft Office and Communication), unless they're otherwise specified as prominent for the role.
• Select up to ten skills which should be defined via various sections in your resume skills sidebar (e.g. a technical skills box, industry expertise box with sliders, strengths section with bullets).

Spice up your resume with leading technical and people skills, that'd help you get noticed by recruiters.

Top skills for your Help Desk Manager resume:

ITIL Framework

Help Desk Software (e.g., Zendesk, ServiceNow)

Remote Support Tools (e.g., TeamViewer, LogMeIn)

Ticketing Systems

Network Troubleshooting

Hardware Diagnostics

Operating Systems (Windows, macOS, Linux)

Database Management

VoIP Technologies

Cybersecurity Fundamentals

Communication

Problem-Solving

Customer Service

Time Management

Conflict Resolution

Team Collaboration

Adaptability

Analytical Thinking

Highlight any significant extracurricular activities that demonstrate valuable skills or leadership.

Help Desk Manager-specific certifications and education for your resume

Place emphasis on your resume education section . It can suggest a plethora of skills and experiences that are apt for the role.

• Feature only higher-level qualifications, with details about the institution and tenure.
• If your degree is in progress, state your projected graduation date.
• Think about excluding degrees that don't fit the job's context.
• Elaborate on your education if it accentuates your accomplishments in a research-driven setting.

On the other hand, showcasing your unique and applicable industry know-how can be a literal walk in the park, even if you don't have a lot of work experience.

Include your accreditation in the certification and education sections as so:

• Important industry certificates should be listed towards the top of your resume in a separate section
• If your accreditation is really noteworthy, you could include it in the top one-third of your resume following your name or in the header, summary, or objective
• Potentially include details about your certificates or degrees (within the description) to show further alignment to the role with the skills you've attained
• The more recent your professional certificate is, the more prominence it should have within your certification sections. This shows recruiters you have recent knowledge and expertise

At the end of the day, both the education and certification sections hint at the initial and continuous progress you've made in the field.

And, honestly - that's important for any company.

Below, discover some of the most recent and popular Help Desk Manager certificates to make your resume even more prominent in the applicant pool:

The top 5 certifications for your help desk manager resume:

• Help Desk Institute (HDI) Support Center Manager (SCM) — HDI
• Microsoft Certified Solutions Expert (MCSE) — Microsoft
• Information Technology Infrastructure Library (ITIL) Foundation — AXELOS
• Certified Information Systems Security Professional (CISSP) — (ISC)²
• Project Management Professional (PMP) — Project Management Institute (PMI)

List your educational qualifications and certifications in reverse chronological order.

• When You Should (And Not) Add Dean's List On Your Resume
• When Should You Include Your High School on Your Resume?

Should you write a resume summary or an objective?

No need to research social media or ask ChatGPT to find out if the summary or objective is right for your help desk manager resume.

• Experienced candidates always tend to go for resume summaries. The summary is a three to five sentence long paragraph that narrates your career highlights and aligns your experience to the role. In it you can add your top skills and career achievements that are most impressive.
• Junior professionals or those making a career change, should write a resume objective. These shouldn't be longer than five sentences and should detail your career goals . Basically, how you see yourself growing in the current position and how would your experience or skill set could help out your potential employers.

Think of both the resume summary and objective as your opportunity to put your best foot forward - from the get go - answering job requirements with skills.

Use the below real-world help desk manager professional statements as inspiration for writing your resume summary or objective.

Resume summaries for a help desk manager job

• With over 7 years of experience in IT support, a seasoned help desk manager adept at streamlining help desk operations, reducing downtime, and enhancing user satisfaction. Proficient in ITIL methodologies and Microsoft Office Suite, boasting a record of reducing ticket resolution times by 30% at TechGenix Solutions.
• Former customer service supervisor with 5 years of leadership experience, transitioning to the tech sector as a help desk manager, bringing exceptional problem-solving abilities and a commitment to improving service response times. Skilled in communication and team coordination, eager to apply transferable skills to achieve high customer service ratings in a tech environment.
• Eager to leverage a 10-year background in operations management within the retail industry to the tech sphere, where customer support and efficient resolution are paramount. Bringing to bear extensive experience in team leadership and process optimization, aiming to drive excellence in a new role as a help desk manager.
• A dynamic professional with 8 years guiding high-performance help desk teams for SaaS companies. Specializes in SAFe Agile methodologies and is a certified ITIL v4 practitioner. Achieved a 97% customer satisfaction rate through innovative support strategies and dedication to service excellence at CloudTech Enterprises.
• Seeking a challenging entry-level opportunity to apply my keen interest in technology and strong interpersonal skills. Enthusiastic about developing a deep understanding of technical support processes and contributing to improved customer service experiences. Motivated to learn rapidly and make a significant impact in a dynamic tech support environment.
• Recent IT graduate motivated to begin a career in tech support, aiming to apply theoretical knowledge from a BSc in Information Technology and hands-on internship experience. Focused on mastering help desk management tools and protocols to facilitate effective customer service in a high-paced tech firm.

Showcasing your personality with these four help desk manager resume sections

Enhance your help desk manager expertise with additional resume sections that spotlight both your professional skills and personal traits. Choose options that not only present you in a professional light but also reveal why colleagues enjoy working with you:

• My time - a pie chart infographic detailing your daily personal and professional priorities, showcasing a blend of hard and soft skills;
• Hobbies and interests - share your engagement in sports, fandoms, or other interests, whether in your local community or during personal time;
• Quotes - what motivates and inspires you as a professional;
• Books - indicating your reading and comprehension skills, a definite plus for employers, particularly when your reading interests align with your professional field.

Key takeaways

Securing your ideal job starts with crafting a compelling help desk manager resume. It should not only highlight your professional strengths but also reflect your personality. Key aspects to remember include:

• Choose a clear, easily editable format, allowing more time to focus on the content of your resume;
• Emphasize experience relevant to the job, focusing on your impact on the team;
• Opt for a resume summary if you have extensive professional experience, and a resume objective if you're just starting out;
• Include technical skills in the skills section and interpersonal skills in the achievements section;
• Recognize the importance of various resume sections (e.g., My Time, Projects) in showcasing both your professional abilities and personal traits.

Looking to build your own Help Desk Manager resume?

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Service Desk Manager Resume Examples

Are you looking to create an effective service desk manager resume that will get you an interview? Writing a resume can be a difficult and time-consuming process, but it doesn’t have to be. This blog post will provide you with a comprehensive guide to writing a service desk manager resume that will stand out from the competition. We will walk you through the essential components of a resume, provide helpful tips and tricks, and offer resume examples that you can use as a starting point. With the guidance of this blog post, you will be able to create a resume that effectively showcases your skills and experience and increases your chances of getting an interview.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

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Service Desk Manager

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

Highly motivated, organized and detail- oriented Service Desk Manager with over 10 years of IT experience in a customer service environment. Adept in quickly resolving customer issues, developing and implementing new procedures and processes, and working collaboratively in a team- based environment. Proven track record of providing superior customer service while leading a team of service desk professionals. A skilled problem- solver with a commitment to excellence in customer service.

Core Skills :

• Service Desk Management
• Troubleshooting
• Client Relations
• System Administration
• Problem Solving
• Customer Service
• Network Infrastructure
• Process & Procedure Development
• Team Leadership
• Communication

Professional Experience :

IT Help Desk Manager ABC Company, Anytown, USA April 2016 – Present

• Manage day- to- day operations of the IT help desk for a fast- paced organization with over 200 employees.
• Oversee team of 5 service desk technicians, providing technical support, training, and guidance.
• Respond to customer inquiries and resolve technical issues in a timely and accurate manner.
• Create and implement processes and procedures to ensure timely resolution of customer issues.
• Develop and implement strategies to improve customer service, reduce response times, and increase customer satisfaction.
• Track, measure, and report on customer service metrics.
• Serve as primary point of contact for escalated customer issues.

IT Help Desk Technician XYZ Company, Anytown, USA July 2011 – March 2016

• Provided first and second- tier technical support to customers via telephone and email.
• Resolved customer inquiries and escalated issues as needed.
• Troubleshot hardware and software issues and configured, networked, and installed hardware and software.
• Monitored customer service queues and responded to customer inquiries in

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Service Desk Manager Resume with No Experience

Reliable and organized Service Desk Manager with no experience, skilled in resolving technical issues, managing IT operations and providing outstanding customer service. Highly knowledgeable in multiple software programs and adept at troubleshooting equipment and resolving technical issues. Excellent communication and organizational skills.

• Strong problem- solving skills
• Excellent communication and interpersonal skills
• Knowledge of IT operations, hardware and software
• Ability to prioritize tasks and manage time effectively
• Computer and technical troubleshooting

Responsibilities

• Manage IT operations and provide technical support.
• Ensure customer inquiries are answered and issues are resolved quickly and accurately.
• Install, maintain and troubleshoot hardware and software.
• Train and mentor junior service desk staff.
• Monitor operational performance and take corrective action.
• Develop and implement service desk policies, procedures and standards.

Experience 0 Years

Level Junior

Education Bachelor’s

Service Desk Manager Resume with 2 Years of Experience

I’m a Service Desk Manager with 2+ years of experience managing service desks and creating customer support plans. I have a track record of improving customers’ experiences and satisfaction, providing 24/7 support, and reducing customer wait times and overall IT costs. I’m also highly experienced in troubleshooting IT system problems, providing technical support and training, and documenting incident resolutions.

• Customer Service: Developed and implemented customer service policies and procedures, established service desk procedures and standards, and trained staff in customer service best practices.
• Technical Support: Provided technical support and troubleshooting for IT systems, documented system issues and resolutions, and supported customers with inquiries.
• Incident Management: Managed IT service desk incidents and requests, monitored service performance and service metrics, and participated in process improvement initiatives.
• Problem Solving: Resolved customer inquiries quickly and effectively, improved response times, and reduced service desk costs.

Responsibilities :

• Managed and monitored service desk performance and service metrics, such as response time, resolution time, and service availability.
• Responded to customer inquiries and requests and provided technical support and troubleshooting.
• Developed and implemented customer service policies and procedures and trained service desk staff in customer service best practices.
• Led process improvement initiatives, such as incident management, problem solving, and root cause analysis.
• Documented system issues and resolutions and provided feedback to customers regarding status updates.
• Improved response times and reduced service desk costs.

Experience 2+ Years

Service Desk Manager Resume with 5 Years of Experience

Service Desk Manager with 5+ years of experience leading and managing teams of service desk professionals in a fast- paced, customer- oriented environment. Experienced in managing daily operations, providing guidance and career development to teams, and developing customer service protocols and procedures. Proven track record in responding to and resolving customer inquiries in an efficient and timely manner, while providing superior customer service.

• Team Leadership and Management
• Customer Service Solutions
• Service Desk Reporting and Analysis
• IT Asset and Configuration Management
• Problem Solving and Troubleshooting
• Documentation and Process Mapping
• Vendor Management
• Staff Training and Development
• Developed and implemented customer service protocols and procedures to ensure prompt, quality resolution for customer inquiries.
• Led and managed a team of service desk professionals, providing guidance, development and career direction.
• Maintained accurate records of customer service interactions and resolutions.
• Provided quality service in a timely manner while ensuring customer satisfaction.
• Ensured service desk operations ran in accordance with established protocols and procedures.
• Developed and managed the service desk budget.
• Trained, mentored and supervised team members.
• Analyzed service desk performance metrics and implemented changes to improve customer service.
• Implemented process improvements and automation to streamline service desk operations.
• Managed IT asset and configuration management of all service desk systems.
• Developed and maintained relationships with vendors and external service providers.

Experience 5+ Years

Level Senior

Service Desk Manager Resume with 7 Years of Experience

With seven years of experience in the service desk management arena, I bring a range of technical, customer service and strategic management expertise to any team. My background includes managing IT service desks at small, medium, and large companies, where I was responsible for driving customer service initiatives, resolving complex technical problems, and overseeing day- to- day operations. I have a proven track record of staying up- to- date on the latest industry trends and technologies, and managing the development and implementation of new systems and processes.

• Proven experience managing IT service desks
• Strong understanding of customer service initiatives
• Exceptional problem solving and troubleshooting skills
• Effective communicator and team leader
• Knowledgeable in current industry trends and technology
• Experienced in developing and implementing new systems
• Skilled in overseeing daily operations
• Managing IT service desks for small, medium, and large companies
• Developing and implementing new systems and processes
• Taking ownership of customer service initiatives and resolving complex technical problems
• Overseeing day- to- day operations, including completing reports and analyzing performance metrics
• Training new team members on service desk procedures and processes
• Maintaining updated knowledge of industry trends and technologies

Experience 7+ Years

Service Desk Manager Resume with 10 Years of Experience

I am an experienced Service Desk Manager with ten years of IT experience in customer service and problem- solving. I have extensive knowledge of resolving technical issues and providing exceptional customer service. I have excellent communication and problem- solving skills and I am adept at creating and implementing service desk procedures to ensure customer satisfaction. I am also well- versed in troubleshooting and managing technical teams to ensure operational efficiency.

• Technical Support
• Problem- solving
• Team Management
• Supervise daily activities of the Service Desk team
• Monitor service desk performance and ensure customer satisfaction
• Establish and implement service desk procedures
• Manage and troubleshoot technical issues
• Provide technical assistance and training to customer service staff
• Develop and maintain accurate customer records
• Track and monitor customer feedback
• Create and implement system and service process improvements
• Train customer service staff on customer service strategies and techniques
• Ensure compliance with service desk policies and procedures
• Provide technical assistance and guidance to customers

Experience 10+ Years

Level Senior Manager

Education Master’s

Service Desk Manager Resume with 15 Years of Experience

A highly experienced Service Desk Manager with 15+ years of experience in managing service desks, overseeing customer support, and resolving complex customer service issues. Proven track record of providing excellent service and exceeding customer expectations, while maintaining in- depth knowledge of customer service processes, systems and procedures. Possesses excellent problem- solving and communication skills, with the ability to manage large and complex projects efficiently.

• Service Delivery
• Project Management
• Team Building
• Process Development
• Manage and oversee the service desk operations, ensuring that customer service is provided in a timely and professional manner.
• Establish service standards, policies and procedures for providing customer service.
• Develop and implement service strategies and plans that are aligned with the business objectives.
• Monitor team performance and ensure that quality customer service is provided.
• Provide technical guidance and support to the service desk staff.
• Ensure that customer inquiries and requests are responded to in a timely manner.
• Maintain in- depth knowledge of service desk operations and customer service processes.
• Identify areas for improvement, develop solutions and implement changes.
• Ensure that customer service staff adhere to established policies and procedures.
• Train and mentor service desk personnel.
• Ensure that customer service processes and procedures are followed.
• Maintain effective communication and relationships with customers.

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a Service Desk Manager resume?

The resume for a Service Desk Manager should be one that shows the employer how you can be an asset to their business. Here are some important items to include to make sure your resume stands out from the competition.

• Professional Summary: Summarize your experience and qualifications in a concise, engaging summary.
• Technical Skills: Include any technical certifications, qualifications, and experience that demonstrate your ability to manage a service desk.
• Project Management: Demonstrate any past project management experience you have relevant to the position, such as overseeing the implementation of a new IT system.
• Communication Skills: Show the employer your ability to effectively communicate with both external customers and internal team members.
• Interpersonal Skills: Highlight your ability to develop strong relationships with colleagues and customers.
• Time Management: Demonstrate your capacity to successfully manage time and prioritize tasks.
• Problem-Solving Skills: Show the employer your capacity for troubleshooting, analyzing information, and resolving issues quickly.
• Customer Service: Demonstrate any prior customer service experience you have that is relevant to the position.
• Leadership: Show the employer your capacity to lead a team of technicians, providing guidance and direction.

What is a good summary for a Service Desk Manager resume?

A service desk manager provides invaluable support to an organization’s customers and employees. They are responsible for supervising and leading a team of customer service representatives to ensure customer satisfaction. To be successful in this role, a service desk manager should have strong customer service, communication, and leadership skills.

A good summary for a Service Desk Manager resume should highlight the individual’s ability to lead and manage a team, as well as their experience with customer service and leadership. The summary should also include any technical skills the individual may possess, such as knowledge of software or hardware applications, as well as any certifications the individual may have. It should also demonstrate the individual’s ability to problem-solve and provide effective solutions to customer issues. The summary should convey the individual’s passion for customer service and their ability to remain organized and efficient in a demanding environment.

What is a good objective for a Service Desk Manager resume?

A Service Desk Manager is responsible for ensuring that the customer service and technical support teams provide exceptional support to customers. As such, it is important for Service Desk Managers to have a resume that highlights their qualifications and experience in customer service and technical support.

When writing an objective for a Service Desk Manager resume, there are a few key points to remember. Here are some tips for a strong objective statement:

• Highlight your customer service and technical support experience: As a Service Desk Manager, your primary responsibility is to ensure that customers receive top-notch customer service and technical support. To demonstrate your qualifications and experience in this area, make sure to include your experience in customer service and technical support.
• Emphasize your problem-solving and analytical skills: As a Service Desk Manager, you will be responsible for diagnosing and resolving customer issues. Make sure to emphasize your problem-solving and analytical skills in your objective statement, as these are essential to success in this role.
• Showcase your leadership abilities: As a Service Desk Manager, you will be responsible for leading your team to success. Be sure to mention your leadership abilities, such as your experience in managing teams and motivating staff.
• Demonstrate your commitment to excellence: Service Desk Managers must be committed to providing excellent customer service and technical support. Showcase your commitment to excellence in your objective statement.

By incorporating these points in your objective statement, you can create an effective resume that will help you stand out from the crowd and land the job you want.

How do you list Service Desk Manager skills on a resume?

When it comes to listing Service Desk Manager skills on your resume, it’s important to be specific and showcase the value you bring to the table. Here are some of the key skills you should include:

• Technical Support: Service Desk Managers should have a firm understanding of technical support and be able to provide technical assistance, troubleshooting, and problem resolution.
• Customer Service: Service Desk Managers must have excellent customer service skills, as they are the primary point of contact for customer-related issues.
• Analytical Thinking: Service Desk Managers must possess strong analytical skills and be able to analyze problems quickly and come up with creative solutions.
• Communication: Service Desk Managers must have excellent communication and interpersonal skills in order to effectively interact with both customers and team members.
• Project Management: Service Desk Managers must be able to manage projects and coordinate resources in order to ensure successful project completion.
• Problem Solving: Service Desk Managers must be able to identify possible problems and develop solutions to rectify them.
• Leadership: Service Desk Managers must be able to lead and motivate their teams in order to ensure optimal performance.
• Attention to Detail: Service Desk Managers must have a keen eye for detail and be able to identify potential issues before they become major problems.

What skills should I put on my resume for Service Desk Manager?

A Service Desk Manager is responsible for ensuring that customer service requests are handled in a timely and professional manner. As such, they must have a range of technical, organizational and communication skills. When preparing your resume for this role, you should ensure that you emphasize the following key skills:

• Technical Knowledge: Service Desk Managers must have a high level of technical knowledge and expertise in order to effectively manage service requests. This includes knowledge of IT systems, operations, hardware and software, as well as troubleshooting and problem-solving skills.
• Organizational Skills: Service Desk Managers must be highly organized and able to manage their time efficiently. This includes the ability to prioritize tasks, manage customer requests and delegate work to other team members.
• Communication Skills: The ability to listen and communicate effectively with customers is a key skill for this role. Service Desk Managers must be able to explain technical solutions in a clear and concise manner and provide excellent customer service.
• Leadership Skills: Service Desk Managers must also be able to lead and motivate their team. This includes the ability to provide guidance, give feedback and identify areas for improvement.
• Problem-Solving Skills: Service Desk Managers must be able to investigate and identify the causes of customer service issues and develop solutions. They must also be able to think proactively and find ways to prevent similar issues from occurring in the future.

By highlighting these key skills on your resume, you can demonstrate to prospective employers that you have the qualifications needed to be a successful Service Desk Manager.

Key takeaways for an Service Desk Manager resume

As a Service Desk Manager, you play a pivotal role in the IT department of an organization. Your goal is to ensure the smooth operation of IT systems and the service desk team. As you prepare to update your resume, there are a few key takeaways to keep in mind that will help you stand out from the competition.

First, highlight your technical skills. As a Service Desk Manager, you should be knowledgeable about a wide range of technologies, such as operating systems, hardware, software, and network systems. You should also have experience troubleshooting hardware and software-related problems. Showcase your technical abilities by listing your key skills and any certifications you have earned in the field.

Second, emphasize your leadership experience. As a Service Desk Manager, you will be responsible for leading a team of technical staff. You should be able to demonstrate strong team management and leadership abilities, such as the ability to delegate tasks and motivate staff. Highlight any supervisory experience you have on your resume, including any IT projects you have overseen.

Finally, showcase any customer service experience you have. As a Service Desk Manager, part of your job is to provide excellent customer service to internal customers. Highlight any customer service skills you have such as problem-solving, communication, and troubleshooting. Showcase any customer service experience you have, such as managing customer queries or responding to complaints.

By following these key takeaways, you can create a Service Desk Manager resume that will stand out from the competition. Showcase your technical skills, leadership abilities, and customer service experience to demonstrate your qualifications for the role.

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5 Amazing service desk manager Resume Examples (Updated 2023) + Skills & Job Descriptions

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Service desk manager: resume samples & writing guide, employment history.

• Ensure service desk team is providing excellent customer service
• Maintain up-to-date knowledge of current IT trends and technologies
• Develop, maintain, and report on service desk metrics
• Monitor, track, and resolve all service desk requests
• Develop and implement strategies to improve service desk operations
• Develop and implement service desk procedures, policies, and standards
• Monitor and evaluate service desk performance
• Establish and maintain relationships with internal and external customers

Do you already have a resume? Use our PDF converter and edit your resume.

Professional Summary

• Manage and maintain service desk tools, including ticket tracking systems
• Ensure service desk staff is adequately trained to handle customer inquiries
• Proactively identify and address service desk issues
• Manage and oversee the service desk team and operations
• Monitor service desk performance and ensure SLAs are met

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Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

service desk manager Job Descriptions; Explained

If you're applying for an service desk manager position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

service desk manager

• Coordinating and collaborating  with other professionals, such as contractors, engineers, and internal colleagues, to ensure job success.
• Being one of the first people within the organisation to attain the SAFe Agilist accreditation
• Attaining the CDFOM (Certified Data Center Facilities Operations Manager) certification. This is a highly respected accreditation within the DCI (Data Center Infrastructure) management space.
• Being appointed as one of the 3 System Administrators within the organisation for the Service Now call management platform
• Attending the Service Now System Administration course (for the Helsinki version)
• Being one of the key role players on a project to implement Service Now within the organization
• Maintaining customer satisfaction through close relationship management for key clients

service desk manager (operations)

• Managing a team of  Technical Service Co-ordinators  and 1st Line Engineers : 1st Line Troubleshooting, service and administrative support on Voice (GSM and VoIP), Data, Fax, SMS, Video Conferencing, PBX, TMS
• Recruitment, Training, Coaching, and skills development of staff
• Assisting in development of Service Level Agreements and customer service processes
• Handling customer escalations: face-to-face, telephonically and via email
• Reporting to management on maintenance efficiencies
• Overseeing planning of  field engineers’ schedules
• Reporting on field engineers’ productivity
• Setting specific customer service standards from zero and modifying old ones for current needs Working as primary contact on different projects
• Managing staff of engineers and admins for different projects requests
• Cultivating a positive working environment for all staff to work in. Keeping accurate statistical information and records.
• Discuss Business requirements with end users and functions, make cost/business impact predictions Process and plan service requests
• Ensuring procedures and SLAs met
• Developing, implementing and managing Service Desk workflow
• Adhoc project management
• Responsible for all departmental reports
• Managing co-ordination of Vendor relationships
• Reviewing SLA’s and adherence thereof
• Service Delivery Projects quality assurance
• Project management of new roll outs (new products, site reviews, site audits, etc)

service desk manager Job Skills

For an service desk manager position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Network Security
• Cybersecurity
• Active Directory
• Windows Server
• Troubleshooting
• Cloud Computing
• Virtualization
• System Administration
• Help Desk Support
• Network Administration
• Data Backup
• Mobile Technologies
• Hardware Support
• Telecommunications

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Computer Literacy
• Data Analysis
• Project Management
• Customer Service
• Presentation
• Written Communication
• Social Media
• Quality Assurance
• Supervisory
• Risk Management
• Database Management
• Documentation
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• Relationship Management.

How to Improve Your service desk manager Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

• Manage and coordinate service desk resources

Provide your Contact Information and Address Year Gaps

Always explain any gaps in your work history to your advantage..

• Employers want to know what you've accomplished, so make sure to explain any gaps using a professional summary.
• Adding extra details and context to explain why you have a gap in your work history shows employers you are a good fit for the position.

How to Optimize Your service desk manager Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

• Maintain up-to-date knowlege of current IT trends and technologys
• Ensure service desk staff is adequatly trained to handle customer inquirys
• Manage and oversee the service desk team and operatonss
• Mange and oversee the service desk team and operations
• Mange and coordinate service desk resources
• Mange and maintain service desk tools, including ticket tracking systems
• "I went to the store to buy some food
• I went to the store too buy some food.

Include Job Descriptions and Avoid Bad Grammar

Avoid sending a wrong first impression by proofreading your resume..

• Spelling and typos are the most common mistakes recruiters see in resumes and by simply avoiding them you can move ahead on the hiring process.
• Before submitting your resume, double check to avoid typos.

service desk manager Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an service desk manager position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

To the Hiring Team at HP

I am a highly motivated Service Desk Manager with 2 years of experience in Information Technology (IT). I am excited to submit my application for the Lead Service Desk Manager position at HP, where I believe my skills and expertise would be an excellent fit.

As someone who has always been committed to making a positive impact on the world, I have pursued opportunities to contribute to my community through my work wherever I may be. My experience in this field has equipped me with the skills and knowledge necessary to succeed throughout my life and I am confident that they will help me to bring my passion and expertise to your organization and help drive your success.

Thank you for considering my application for the Lead Service Desk Manager role at your organization. I am dedicated to continuous improvement, and elated about the opportunity to join your team and work towards achieving our shared goals together.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

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3 Service Desk Manager Resume Examples and Templates for Your Successful 2024’s Job Search

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• • Enhanced operational performance by implementing proactive monitoring and KPI management techniques, resulting in a 20% reduction in incident response time.
• • Developed and executed training programs to improve the technical skills and knowledge of the service desk team, resulting in a 15% increase in first-call resolution rate.
• • Collaborated with cross-functional teams to implement process improvements and automation tools, resulting in a 30% reduction in manual tasks and improved efficiency.
• • Managed and resolved over 500 technical support tickets per month, achieving a 95% customer satisfaction rating.
• • Collaborated with development team to identify and resolve product bugs, resulting in a 20% reduction in customer-reported issues.
• • Provided on-site technical support during major client deployments, ensuring smooth implementation and high customer satisfaction.

Modern Service Desk Manager Resume Example

Creative Service Desk Manager Resume Example

When creating a resume for a Service Desk Manager position in 2024, there are a few important factors to consider regarding length, design, and format. To ensure your resume stands out among the competition, follow these key guidelines:

• Keep your resume concise and focused, aiming for a maximum length of 2 pages.
• Include only relevant information that directly relates to the Service Desk Manager role.
• Avoid excessive use of technical jargon and acronyms; use clear language that is easily understood by hiring managers.
• Choose a clean and professional design template.
• Use consistent formatting throughout your resume, with clear headings and subheadings.
• Utilize bullet points to highlight key achievements and responsibilities.
• Begin with a professional summary or objective statement that clearly states your career goals and summarizes your relevant experience.
• Follow with a comprehensive skills section, highlighting technical and soft skills specific to the Service Desk Manager role.
• Include a reverse-chronological work history section, detailing your previous positions in order of most recent to oldest.
• Add an education section that lists your academic achievements and any relevant certifications.
• Consider including additional sections such as professional development, publications, or volunteer experience to further enhance your resume.

The Context-Action-Result (CAR) framework is an effective way to communicate your experience and accomplishments in a concise and impactful manner. By structuring your bullet points using this framework, you can clearly demonstrate your abilities and achievements as a Service Desk Manager. Here are some examples:

• Context: Managed a team of 15 service desk analysts responsible for providing IT support to over 500 employees.
• Action: Developed and implemented a new ticketing system, resulting in a 30% decrease in response time and increased customer satisfaction.
• Result: Recognized by senior management for outstanding performance and awarded the "Best Service Desk Team" for three consecutive quarters.
• Context: Led a major incident response team in resolving critical system outages affecting multiple business units.
• Action: Developed and implemented incident management processes to improve response time and minimize downtime.
• Result: Reduced average incident resolution time by 40% and received commendation from executive leadership for successfully mitigating high-priority incidents.
• Context: Streamlined the service desk operations by implementing ITIL best practices, including change management processes and service level agreements.
• Action: Conducted comprehensive training programs to ensure team adherence to new processes and procedures.
• Result: Achieved 15% improvement in first call resolution rate and enhanced overall service desk performance, resulting in improved customer satisfaction scores.
• When formatting your Service Desk Manager resume in 2024, aim for a concise and visually appealing design.
• Include essential sections such as a professional summary, skills, work history, and education.
• Utilize the Context-Action-Result framework to highlight your achievements and demonstrate your impact as a Service Desk Manager.
• Quantify your accomplishments and provide specific examples wherever possible.
• Remember to tailor your resume to the specific job requirements and company culture.
• Proofread for any grammatical errors or typos before submitting your resume.

Top 7 Soft Skills for Service Desk Manager Resume

• Team Management
• Customer Service
• Communication
• Problem-Solving
• Analytical Thinking
• Conflict Resolution

Top 7 Hard Skills for Service Desk Manager Resume

• Active Directory
• Microsoft Windows Server
• Network Troubleshooting
• Hardware Diagnostics
• Ticketing Systems

Frequently Asked Questions

What are the key skills to include in a service desk manager resume.

Some key skills to include in a Service Desk Manager resume are leadership, customer service, problem-solving, ITIL knowledge, team management, and excellent communication skills.

What should be the format of a Service Desk Manager resume?

The format of a Service Desk Manager resume should include a professional summary, relevant work experience, skills section, educational background, and certifications. It is also important to highlight any notable achievements or projects.

How can I showcase my achievements in a Service Desk Manager resume?

To showcase achievements in a Service Desk Manager resume, you can include metrics or quantifiable results, such as reducing response times or improving customer satisfaction. Additionally, mention any process improvements, cost-saving initiatives, or awards received.

What are some common certifications to include in a Service Desk Manager resume?

Common certifications to include in a Service Desk Manager resume are ITIL Foundation, HDI Support Center Manager, CompTIA A+, and Project Management Professional (PMP). These certifications demonstrate a strong understanding of service management and IT practices.

Should I include references in my Service Desk Manager resume?

It is not necessary to include references in your Service Desk Manager resume. You can mention 'References available upon request' at the end of your resume. Be prepared to provide references if requested during the interview process.

Are there any specific resume tips for Service Desk Managers?

Some specific resume tips for Service Desk Managers include tailoring your resume to the job description, using action verbs to describe your accomplishments, quantifying your achievements, and showcasing your ability to handle high-pressure situations and manage a diverse team. It is also important to proofread your resume for any errors or typos.

For more inspiration, why not check out our free resource of job-focused resume examples?

Game Design

When it comes to creating a resume for a game design position, there are a few important factors to keep in mind for 2024. First, consider the length of your resume. Ideally, it should be no longer than one or two pages. Game design employers are often looking for concise and focused resumes, so make sure to keep it brief and to the point. Next, think about the design and format of your resume. While a touch of creativity can be beneficial in the game design industry, it's important not to go overboard. Stick to a clean and professional layout, focusing on readability and clarity. Utilize headings and subheadings to organize your information and make it easy for employers to find what they need. When crafting your game design resume, there are several sections that are popular and should be included. These sections provide employers with a comprehensive overview of your skills and experience. Consider including the following: Summary or Objective: This section should provide a brief overview of your experience and career goals. Skills: Highlight your technical skills, such as programming languages, software proficiency, and game development tools. Experience: This section should detail your relevant work experience, including any internships, projects, or freelance work. Education: Include your educational background, especially if you have a degree or certifications in game design or a related field. Portfolio: Link to your online portfolio or include samples of your work to showcase your creativity and abilities. While these sections are essential, some sections can be optional but still impactful. Consider adding: Awards and Achievements: Highlight any awards or recognition you've received for your game design work. Publications or Speaking Engagements: If you've published articles or given presentations on game design topics, include them to demonstrate your expertise. Volunteer or Community Involvement: Showcasing your involvement in relevant organizations or events can demonstrate your passion for game design. One effective way to demonstrate your experience in the game design industry is by using the Context-Action-Result (CAR) framework. This framework allows you to provide specific examples and quantify your achievements. Here are a few bullet point examples that utilize the CAR framework: Collaborated with a team of designers and developers to create an immersive virtual reality experience, resulting in a 20% increase in user engagement. Implemented new gameplay mechanics that enhanced the overall player experience, resulting in a 15% increase in player retention. Optimized game performance and reduced loading times by 30% through efficient coding and performance testing. By using the CAR framework, you can effectively communicate the impact of your work and provide concrete evidence of your abilities. Creating a standout game design resume in 2024 requires attention to detail and a focus on relevant information. Remember these key takeaways when crafting your resume: Keep your resume concise and focused, aiming for no more than one or two pages. Choose a clean and professional design layout that emphasizes readability. Include popular sections such as a summary, skills, experience, education, and portfolio. Consider adding optional sections like awards, publications, and volunteer work to showcase additional accomplishments and involvement in the industry. Utilize the Context-Action-Result framework to highlight your experience and quantify your achievements. By following these guidelines, you'll be well on your way to creating a compelling game design resume that catches the attention of potential employers in 2024.

Music Minister

Length, Design, and Format When creating a resume for a music minister job in 2024, it's important to pay attention to the length, design, and format. Here are a few key things to keep in mind: Length: Aim to keep your resume to one or two pages. Recruiters and hiring managers usually spend a limited amount of time reviewing each resume, so it's essential to capture their attention quickly. Design: While a visually appealing resume can make a positive impression, it's important to strike the right balance. Avoid excessive use of colors or fonts that may distract from the content. Keep it clean, professional, and easy to read. Format: Use a consistent and logical format throughout your resume. Include clear headings, bullet points, and white space to enhance readability. Sections to Add to Your Resume When applying for a music minister position, it's vital to include the right sections in your resume. Here are some popular sections: Contact Information: Include your name, phone number, email address, and LinkedIn profile. Summary/Objective Statement: This section provides a brief overview of your skills, experience, and career goals. Education: Include your educational background, such as relevant degrees or certifications. Experience: Highlight your past roles, responsibilities, and achievements in the field of music ministry. Skills: List the key skills that are relevant to the music minister role, such as musical proficiency, leadership abilities, and knowledge of worship practices. References: Include references from individuals who can speak to your qualifications and character. While the above sections are commonly included, there are also a few optional but impactful sections: Volunteer Work: If you have volunteered in any music-related capacities, such as directing a church choir or leading worship during community events, be sure to mention it. Professional Affiliations: Include any memberships in music or religious organizations that demonstrate your commitment to the field. Publications or Performances: If you have any published music arrangements or notable performances, provide a brief summary or list. Writing About Your Experience Using the Context-Action-Result Framework When describing your experience as a music minister, using the Context-Action-Result (CAR) framework can effectively demonstrate your accomplishments. Here are a few example bullet points: Context: Led a worship team of 10 members for a congregation of 300+ attendees. Action: Developed and implemented a comprehensive song selection strategy to align with sermon themes and engage the congregation. Result: Enhanced the overall worship experience, resulting in a 20% increase in attendance and positive feedback from congregation members. Using the CAR framework helps provide specific and measurable examples of your achievements in a concise manner, making it easier for hiring managers to understand the impact you can bring to their organization. In summary, here are the key takeaways to keep in mind when crafting your music minister resume: Maintain a concise and visually appealing resume. Include key sections such as contact information, summary/objective statement, education, experience, skills, and references. Optional sections like volunteer work, professional affiliations, and publications/performances can add value. Use the Context-Action-Result framework to highlight your accomplishments effectively. Remember, a well-crafted resume showcases your qualifications, experience, and passion for music ministry, increasing your chances of landing your dream job as a music minister in 2024.

When it comes to creating a resume for a management position in 2024, there are a few important factors to consider. The length, design, and format of your resume can greatly impact your chances of landing that dream job. Here are some things to keep in mind: Resume Length In today's competitive job market, it's crucial to keep your resume concise and to the point. Aim for a one-page resume unless you have extensive experience that is directly relevant. Recruiters and hiring managers have limited time, so a shorter resume that highlights the most important details will be more effective. Design and Format The design and format of your resume can help it stand out from the competition. Consider using a clean, modern design with a professional font. Utilize headings and subheadings to organize your information and make it easy to navigate. It's also a good idea to use bullet points to highlight key accomplishments and responsibilities. While the specific sections of your management resume may vary depending on your experience and the job you're applying for, there are some popular sections that are generally expected. These include: Contact information: Include your full name, phone number, email address, and LinkedIn profile link. Summary or objective statement: This section provides a brief overview of your skills and qualifications. Work experience: Highlight your relevant work experience, including job titles, company names, and dates of employment. Education: Include your educational background, degrees, and any certifications that are relevant to the role. Skills: List your key skills and areas of expertise, focusing on those that are directly applicable to the management position. Achievements: Include any notable achievements or awards that demonstrate your leadership abilities. Professional affiliations: If you are a member of any relevant professional organizations, include them in this section. While these sections are important, there are also optional sections that can be impactful depending on your unique experiences and qualifications. These may include: Language skills Publications or presentations Volunteer work or community involvement Additional certifications or training One effective way to showcase your experience on a management resume is by using the Context-Action-Result (CAR) framework. This framework helps you clearly communicate the impact you had in each of your previous roles. Here are some examples of bullet points using the CAR framework: Context: Led a team of 10 sales representatives in a fast-paced retail environment. Action: Implemented new sales strategies and provided ongoing training to improve team performance. Result: Increased monthly sales by 20% within the first quarter, resulting in a significant boost in revenue. Context: Managed a budget of $1 million for a construction project. Action: Developed a cost-saving plan that reduced expenses by 15% without compromising quality. Result: Completed the project under budget and ahead of schedule, saving the company $150,000. Keep your management resume concise and to the point, aiming for a one-page format. Utilize a clean and modern design with headings, subheadings, and bullet points to enhance readability. Include key sections such as contact information, summary/objective, work experience, education, skills, achievements, and professional affiliations. Consider including optional sections if they enhance your qualifications and experiences. Use the CAR framework to highlight your accomplishments and the impact you have made in previous roles. By following these guidelines and tailoring your management resume to the specific job you're applying for, you'll greatly increase your chances of landing that coveted management position in 2024.

Service Desk Resume Sample

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Work Experience

• 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
• First point of contact to provide technical support to incoming queries and issues related to computer systems, software and hardware
• Dealing 1st level issues and some more complex level 2 issues
• Monitor ticket queues and escalation of calls to other I.T support members to resolve outstanding and high priority cases
• Identify recurring problems and inform management
• Deployment of new PC's, laptops, software and peripheral equipment
• Log all incidents on our IT Helpdesk Software Tool and continuously update the in-built knowledge base
• Supervise a team of app. 3-7 Service Desk Technicians (Level 1 and 2 )
• Use Cisco Command-Line Interface (CLI) in working with company’s CISCO-based devices
• Utilize available job aids, support tools and online documentation
• Provides telephone customer support for incoming and follow up calls used for initial troubleshooting
• Clearly document issues and solutions
• Learn quickly, be curious and unafraid to look into unknown systems
• Extensive and diverse experience of managing a multi-channel service desk function
• Strong experience defining, implementing and managing Service Desk SLA's
• Strong customer service and collaboration focus
• Excellent people leadership and proven ability to build and inspire high performing teams
• Participate in Internship Program activities in order to get a better grasp of the bank’s overall mission
• The MDA’s Integrated Service Desk (ISD) is the primary “first contact” POC for all MDA users requiring IT services
• Experience recording and publishing meeting minutes
• Average proficiency in Microsoft Word, PowerPoint, Excel, OneNote and Outlook
• Receive customer contacts by phone, email, service desk or web
• Interact with customers to record, categorize, prioritize and possibly close customer requests
• Determine issue supportability, transfer or escalate issues as necessary
• Resolve incidents and fulfill service requests that do not require logging into an application, web service or other system
• Keep customers updated on the resolution status of their issues and requests

Professional Skills

• Strong interpersonal, communication, and organizational skills. Communication skills require excellent written and verbal communication skills
• Excellent service ticket handling skills, Customer Service Skills and Excellent communication skills to all levels
• Possess excellent Customer Service attitude and good communication skill, excellent listening and problem solving skills
• Excellent communication skills including verbal, written, and listening skills
• Experience in digital advertising, customer management, Project management skills, Stakeholder management skills
• Demonstrate strong analytical and problem solving skills on workstation, client/server and business applications
• Exceptional interpersonal skills, with a focus on listening and questioningskills

How to write Service Desk Resume

Service Desk role is responsible for customer, interpersonal, technical, troubleshooting, analytical, organizational, english, training, listening, communications. To write great resume for service desk job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Service Desk Resume

The section contact information is important in your service desk resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Service Desk Resume

The section work experience is an essential part of your service desk resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous service desk responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service desk position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Service Desk resume experience can include:

• Experience with Apple hardware and iOS 4. Experience with Windows OS 2007 & 2010 Soft skills: Strong customer facing skills
• Demonstrated customer service and strong communication skills
• Demonstrate excellent verbal, written, and listening interpersonal communication skills
• Can demonstrate effective interactive skills and ability to work as part of a team
• Telephone Customer Service Skills and People skills
• Strong organizational, problem-solving and analytical skills, with the ability to manage multiple priorities

Education on a Service Desk Resume

Make sure to make education a priority on your service desk resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service desk experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Service Desk Resume

When listing skills on your service desk resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical service desk skills:

• Excellent verbal and written communications skills, strong interpersonal communication skills, problem solving and organizational skills
• Very good soft and people skills in terms of coordination, motivation, time management and effective verbal and written communication skills
• Strong analytical and ITSM reporting skills with prior experience
• Cooperate and have the interpersonal skills to work effectively as a team member
• Demonstrates strong problem solving skills and the ability thrive in a changing, fast paced environment
• Possess solid technical skills and experience supporting both Microsoft and Apple personal computing environments

List of Typical Experience For a Service Desk Resume

Experience for service desk specialist resume.

• Solid technical aptitude and demonstrated problem solving skills
• Performs a variety of project tasks and requires good communications skills with the ability to work with users diplomatically and skillfully
• Demonstrated strong interpersonal skills: telephone, customer service, conflict management, and
• Strong organizational & time management skills with good attention to detail
• Strong communication skills, problem-solving ability and detail- orientation
• Experience of effectively influencing senior managers, suppliers, peers and colleagues
• Strong interpersonal, verbal, written and listening communication skills
• Sound planning & organisational skills to handle the workload and to prioritise activities across the group of customers in a dynamic work environment
• Strong interpersonal, negotiation and influencing skills and the ability to communicate at all levels in both verbal and written communication

Experience For Service Desk Supervisor Resume

• Strong influencing skills to inspire trust and command the respect of both peers and management
• Strong Stakeholder and relationship management skills are essential
• Prioritize multiple tasks effectively and work independently with limited supervision, yet interact well within a team oriented environment
• Excellent organizational skills and the ability to work independently is required
• Strong organisational skills and the ability to manage a high volume workload
• Strong communication skills in English (verbal, written)
• Excellent troubleshooting skills in standard Microsoft Office applications
• Excellent communication skills, a positive phone presence and unwavering commitment to customer service are essential

Experience For Service Desk Agent Resume

• Excellent Interpersonal with the ability to communicate (both verbally and written) and interact effectively at all levels
• Troubleshooting skills, keen to learn through personal study and training (formal + on the job)
• Looking to develop their skillset in continually evolving company
• Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe, Apple, Google, etc)
• Resolving incidents efficiently and effectively
• Demonstrating ability to gain knowledge quickly and develop skills
• Helping other colleagues to develop IT and also soft-skills
• Strong experience troubleshooting, repairing, and supporting the following
• Proven experience troubleshooting and resolving Windows 7 &10, Microsoft Office 2016/365 issues. Including Microsoft Project and Microsoft Visio

Experience For IT Service Desk Specialist Resume

• Exchanges technical information with IBM customers using listening, questioning, and clarification skills
• Utilize reinforcing and corrective coaching skills to foster teamwork and open communication
• Logical processing and problem solving skills
• Phone skills; both making outbound follow up calls to customers and receiving inbound calls
• Maintain relevant skills and credits via internal support continuing training courses (SCTC)
• Proven experience troubleshooting and resolving Windows XP Professional, Windows 7, Microsoft Office 2007, Microsoft Office 2010 issues
• Proven experience in installing and maintaining IP/PBX systems
• Solid experience in developing and documenting processes, and procedures; particularly in a SLA driven environment

Experience For Service Desk Engineer Resume

• Basic networking skills including TCP/IP and the ability to configure network printers
• Basic troubleshooting skills; ability to deal with problems involving concrete variables in standardized situations
• Proven experience in contributing to or running Continuous Improvement Programs with customers or internal business units
• Proven experience in contributing to or managing a Knowledge Base
• Proven experience in training and/or coaching other technical staff members
• Provide the coaching, training, leadership and guidance to service desk analyst in order to grow their skills

Experience For Service Desk Team Lead Resume

• Experience managing KPIs to help gauge the effectiveness of various functions and processes important to achieving organizational goals
• Demonstrated experience implementing and managing quality assurance in a technical support environment
• Solid Microsoft environment knowledge Solid understanding of TCP/IP and networking principles
• Strong knowledge and experience in providing technical and non- technical support by handling inbound/outbound calls, via web tickets/emails
• Experience with Windows 7/10 OS and Exchange Console experience-creating profile emails, increasing mailbox sizes, etc

Experience For Service Desk Associate Resume

• Act professionally, working with users to effectively diagnose reported issues and providing solutions in a timely manner
• Proven working experience in providing over the phone and in person support
• Any coding/programming skills
• Phone support experience (ticketing system experience). Currently on HelpStar, moving to ServiceNow
• Basic technology troubleshooting skills for both hardware and software
• Demonstrated ability to organize and coordinate workload independently among constant deadlines and shifting priorities
• Organization skills and multi-tasking abilities

Experience For Service Desk Representative Resume

• Superior analytical and problem solving skills to make decisions, and discernment to consult with co-workers when needed to resolve issues
• Assess, identify and develop team skills by providing timely feedback on processes and standards in order to enhance the overall quality of support
• Exceptional problem solving and technical skills
• Demonstrate flexibility and ability to handle changing priorities
• Information Technology experience with experience in managing a sizeable IT Service Desk
• Proven experience on driving continuous improvement in service levels and quality
• Analyzes and corrects issues using documented procedures, available tools, and personal knowledge and skills
• Superior problem-solving skills and a unique combination of customer service, communication and technical abilities
• Able to perform multiple, technical tasks with a need to routinely upgrade skills to meet changing job conditions

Experience For Manager, Service Desk Resume

• Participate in training for Service Desk/Call Center best practices, customer service and communication skills
• Demonstrated experience in managing delivery to contracted commitments
• Communicate effectively via telephone, text messaging, email and documentation
• Superior customer facing skills
• Two to four years’ related experience and/or training; or equivalent combination of education and experience
• Communicate effectively and interact with both management and staff levels within the organization, including medical staff

Experience For Senior Service Desk Specialist Resume

• Intermediate to advanced Help Desk/ Service Desk troubleshooting skills for IT hardware, software and/or proprietary applications in an enterprise environment
• Strong knowledge of and/or experience supporting Windows and MS Office products
• Communicate effectively and interact with management and staff levels within the organization, including medical staff
• Customer management and relationship building skills
• Prior experience in manufacturing operational activities
• Excellent problem-solving, communication (verbal and written) and a strong customer-centric attitude
• Analyticaltrouble shooting skills, with technical support background

List of Typical Skills For a Service Desk Resume

Skills for service desk specialist resume.

• Demonstrated strong organization skills including the ability to work on multiple assignments concurrently and prioritize work effectively
• Excellent written and verbal communication skills with good working knowledge of both medical and technical terminology
• Excellent communication skills and good knowledge of English (spoken and written)
• Exceptional interpersonal, written and verbal communication skills, with the ability to create and effectively deliver presentations
• Strong organizational, problem-solving and analytical skills with the ability to manage multiple priorities required

Skills For Service Desk Supervisor Resume

• Communicate effectively with both skilled and unskilled Mac users (and a very small group of Windows VM/PC users)
• Communicate effectively with both skilled and unskilled Mac users (and a small group of Windows VM/PC users)
• Learn new skills and apply those skills in new, imaginative ways
• Demonstrated technical aptitude together with the ability to learn quickly and effectively prioritize multiple issues
• Strong drive to solve problem with good analytical and problem-solving skills

Skills For Service Desk Agent Resume

• Demonstrated strong written, verbal, and interpersonal communication skills resulting in the ability to work in a team environment
• Provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience
• Demonstrated ability to communicate clearly with customers, and strong interpersonal communication skills
• Focused on problem solving using effective troubleshooting and problem solving skills
• Demonstrated experience in effective communications such as running meetings, presenting to staff, knowledgebase articles, standard operating procedures etc
• Proven experience in orientating new employees into the business and making them effective in their new roles
• Excellent multi-tasking and problem solving skills with a high level of attention to detail
• Basic network troubleshooting skills and experience using remote access tools
• Logical thinking, good at problem solving, highly self-motivated, analytical skills

Skills For IT Service Desk Specialist Resume

• Demonstrated problem solving , troubleshooting and analytical skills
• Proven communication skills, specifically in the areas of active listening and open questioning
• Demonstrates world class interpersonal skills to communicate understanding, expectations, and resolution to foster a positive user relationship
• Good telephone skills in handling multiple telephone lines
• Exceptional verbal and written communication and interpersonal skills with an excellent understanding of English
• Excellent problem solving skills with a high level of attention to detail
• Multi task, prioritise and manage time effectively, ensuring tasks are completed within SLA
• Excellent customer service and listening skills with a polite, professional and friendly manner
• Strong people management, coaching and leadership skills

Skills For Service Desk Engineer Resume

• Good time management, organisational and communication skills
• Excellent communication (both written and verbal) and listening skills - required to contact the clients via e-mails or calls
• Effective English Communication skills, both written and oral
• Excellent Analysis, Interrogation, and Evaluation Skills
• Demonstrate organization and documentation skills
• Provide a operational and technical IT assistance to LM Wind Power employees in order to enable to operate more effectively and efficiently
• Strong written and verbal communication skills to convey information accurately

Skills For Service Desk Team Lead Resume

• Excellent interpersonal skills, accuracy and attention to detail
• Excellent communication skills in French and English (oral and written)
• Effectively prioritise, estimate, plan and complete workload to meet deadlines
• Strong customer service skills, both in oral and written capacity
• Strong interpersonal communication skills and the ability to work across business functions
• Effectively prioritize in a fast paced, frequently changing environment while remaining detailed and organized
• Good interpersonal skills with a service and solution orientated approach
• Fluent verbal and written skills in English, with the proven ability to produce written reports and presentations to senior management

Skills For Service Desk Associate Resume

• Good inter-personal communication skills – able to explain issues to internal customers, programmers and follow instructions accurately
• Attention to detail, administration, and demonstrated organizational skills required
• Or prior supervisory experience and ability to demonstrate leading and developing a team
• Excellent customer service, verbal and written communication, interpersonal, organization, and crisis management skills
• Excellent analytical and trouble-shooting skills to document and resolve issues in a detailed, timely, and comprehensive manner
• Customer-first attitude and high performance driven with strong analytical and critical thinking skills
• Manages time effectively and according to priority

Skills For Service Desk Representative Resume

• Active Directory Troubleshooting skills/experience
• Outlook troubleshooting skills/experience
• Citrix troubleshooting skills/experience
• Strong customer service skills using multiple communication channels with customers and technicians
• Hands-on experience with contact center telephony technology: IVR, chat, CTI, skills based routing
• Customer focused with excellent interpersonal and communication skills, including written communications

Skills For Manager, Service Desk Resume

• Proven experience providing effective and professional communication
• Solid background in IT operations and service management, proven experience as a Service Desk manager supporting >40000 Users
• Very good English skills (verbal and in writing)
• Demonstrate ability to quickly and effectively absorb and apply knowledge in a rapidly changing IT environment
• · Strong problem solving and research skills
• Provide support over the phone; good phone skills, professional demeanor
• Any prior job with customer service skills
• Proven experience in SAP system or similar program, very good knowledge of MS Office
• Service oriented, customer focused with good customer service skills

Skills For Senior Service Desk Specialist Resume

• Excellent communication and interpersonal skills gained in a customer service environment
• Friendly, empathic presence and helpful attitude; good interpersonal skills and ability to communicate complex technical concepts
• Excellent attention to detail and follow-up skills to ensure that issues are resolved
• Proven customer satisfaction/service skills and customer service mentality
• Good skills with Windows XP, 7 and MS Office 2010 applications
• Using advanced IT Knowledge, tools and problem solving skills, determine, diagnose and solve computer-related issues
• Typing and PC skills, understanding of network protocols

List of Typical Responsibilities For a Service Desk Resume

Responsibilities for service desk specialist resume.

• Interpersonal Skills – ability to notice, interpret and anticipate others concerns and feelings, and to communicate this effectively
• Possess strong analytical troubleshooting skills coupled with a strong sense of urgency
• Analytical skills (ability to analyze and synthesize), team-player, manages time and workload effectively
• Strong project management knowledge / excellent analytical, technical & diagnostic skills
• Service orientated, customer focused with good customer service skills
• Excellent customer service, telephone, oral and written skills

Responsibilities For Service Desk Supervisor Resume

• Strong verbal and written English and region specific language skills
• Excellent communication and hospitality skills required
• Strong analysis and management skills
• Demonstrated ability to effectively communicate, independently analyze and weigh the risks verses benefits in decision and recommendations
• Demonstrated history of successful organization and time management skills

Responsibilities For Service Desk Agent Resume

• Good interpersonal & customer service skills
• ExcellentEnglish language skills both verbal & written
• Working knowledge and basic router, switch, firewall, and wireless LAN troubleshooting skills
• Use questioning skills to easily explore customer needs and concerns while recognizing buying signals
• Exceptional customer service, listening, and problem solving skills
• Strong understanding of Service Desk systems and processes with experience using BMC Remedy and Microsoft System Center (SC) Suite

Responsibilities For IT Service Desk Specialist Resume

• Lead teams effectively through structured coaching and delivering by example
• Great customer service/communication skills- The are looking for someone who enjoys being on the phone with end users rather than email
• Well developed hardware troubleshooting skills in a managed computing environment (e.g. Active Directory)
• Demonstrates competence in prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs)
• Proven experience using Microsoft Excel spreadsheets
• 24 X 7 helpdesk support, monitor and respond quickly and effectively to requests and incidents received to IT helpdesk over call and ticketing system
• Demonstrated experience and expertise in computer and IT troubleshooting and support
• Provide exemplary customer handling skills to warm transfer the inquiry to the right area for support
• Work with senior staff members on more difficult issues to improve troubleshooting skills

Responsibilities For Service Desk Engineer Resume

• Utilize outstanding written and verbal communication skills to establish rapport
• Uses problem solving skills to troubleshoot problems or situations and thinks abstractly to solve them
• Demonstrated experiences with Wide Area Network troubleshooting, vendor escalations, and trouble ticket management
• Coordinates with other IT management to expedite the handling of urgent trouble reports and document problem resolution to build a skills knowledge database
• Effectively work with corporate, international, and/or field based information technology staff to ensure a stable working environment
• Proficient in verbal communication, writing, time management, organizational and presentation skills
• Two or more years of experience in an IT service desk capacity including experience with problem analysis resolution, escalation and follow-up
• Experience demonstrating a memorable customer experience

Responsibilities For Service Desk Team Lead Resume

• Demonstrates a good logical approach to problem solving
• Prior experience supporting Macintosh and Apple devices
• Adaptive leadership skills able to meet the needs of a diverse team covering multiple locations
• Positive, professional image with great client facing skills
• Basic key board and typing skills
• Proven ability to pay strong attention to detail·
• Language Skills: English & Italian
• Proven experience troubleshooting and resolving Windows 10, Microsoft Office 2010/2013 issues. Including Microsoft Project and Microsoft Visio

Responsibilities For Service Desk Associate Resume

• Maintain and develop own knowledge and skills to assist with first-time fault resolution
• Develops and delivers coaching plans that incorporate observations and level 2 performance trends to enhance team skills
• Help Desk experience doing remote support or 3+ years of Desk Side support experience
• Communicate professionally and effectively with users for follow-up when required
• Identify trends and effectively communicate (verbally and by written correspondence) with all levels of the organization regarding reported issues
• Work effectively with cross-functional departments
• Strong experience of leading a Service Desk in a large corporate environment within an ITIL framework organisation

Responsibilities For Service Desk Representative Resume

• High levelFrench or German and upper-intermediate Englishlanguage skills
• High level French or German and upper-intermediate English language skills
• High level German and upper-intermediate English language skills
• Exercises professional written and verbal communication skills at all times
• Superior problem solving skills and a unique combination of customer service, communication and technical abilities
• Adapt to change and work effectively in a dynamic work environment
• Communicate effectively and tactfully with customers, employees, and peers, in English, both verbally and in written form
• Effectively triage incoming requests, including identification of appropriate routing for a service request
• Effectively support colleagues in Service Desk

Responsibilities For Manager, Service Desk Resume

• Advanced/Expert skills in MS Office, Excel and Powerpoint
• Understands established service level agreements, and effectively works to meet or exceed those standards
• Proficiency in written and verbal communications. Expert organizational skills
• Utilize technical skills, historical records, knowledgebase, and other available tools to analyze and diagnose customer issues
• Demonstrate qualities representative of A&F’s unique culture with a strong appreciation for customer service, inclusiveness, and a casual hospitality
• Serves the entire organization and works with all levels of management; therefore, professional written and verbal communication skills are essential

Responsibilities For Senior Service Desk Specialist Resume

• Diagnosing fault-related cases by effectively utilising software diagnostics and other network/product utility programs
• Technical support experience within a diverse user community, including at least one year of help desk experience
• Keyboard skills (typing, 10-key, alpha/numeric)
• Energetic quick learner with prior phone and in-person support experience
• Collaborate with a variety of personalities and skillsets
• Experience in a Microsoft Windows based enterprise environment with call center or service desk experience

Related to Service Desk Resume Samples

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IT Service Desk Manager Resume Samples

An IT Service Desk Manager provides resources that are needed for the service desk team . The job description also includes creating and managing procedures for problem resolution and overseeing the IT service, desk team. A well-drafted IT Service Desk Manager Resume gives a list of the following core duties and tasks – developing a unified IT support service desk as a single point of contact for all technology users; creating and implementing process improvements to enhance team productivity; increasing customer satisfaction; and training new hires.

In order to be considered for this role, the following skills are needed – knowledge of various software packages, strong communication skills; knowledge of a wide range of BT products and services, the ability to manage a wide range of cross-functional activities; and basic knowledge of routing and switching. Job applicants must have a degree in computer science or IT.

• Resume Samples
• IT Service Desk Manager

IT Service Desk Manager Resume

Summary : Accomplished IT Service Desk Manager with proven ability to lead and motivate teams to maximize productivity. Significantly improved customer service and successfully implemented many changes.

Skills : IT Service ManagementBest Practices, Six Sigma Process Improvement, IT Governance.

Description :

• Interviewed, trained, coached, performance reviews, and discipline of employees.
• Managed work schedules to ensure 100% coverage during the 24/7 support schedule.
• Managed a team of 5 desktop support technicians and worked with Operations, Development and Network team.
• Developed a mature phone/ticket escalation process to ensure efficient customer service.
• Advised administration on process improvements, products, and services.
• Ensured the team was always up to date and complied with company policies.
• Managed multiple projects for server updates, network changes, desktop migrations, and deployments.

Sr. IT Service Desk Manager Resume

Summary : Responsible for Managing Service Desk Operations using ManageEngine and SysAid HelpDesk ticketing systems, adjusting priorities as needed, following progress and resolution of issues, and generating appropriate reporting for administration.

Skills : Microsoft Office, ServiceNow.

• Oversaw 100% of the requests, incidents, and problems reported by the organization.
• Managed and coordinated urgent and complicated support issues.
• Performed incident manager duties to resolve all P1-P2 reported by the organization.
• Performed Problem Management duties to restore systems to the pre-incident state including root cause analysis in line with ITIL based methodologies.
• Developed and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.
• Managed, trained, coached, and mentored Service Desk Specialists and Systems Administrators.
• Managed projects to stabilize IPsec data connections.

Jr. IT Service Desk Manager Resume

Objective : IT Professional with over 6 years of managerial experience and 12 years of operational and technical support experience seeking a position in IT that offers a challenging environment with room for advancement and development that will allow to utilize leadership and technical skills.

Skills : Windows Server 2012, Windows Server 2008, Active Directory,.

• Managed the Service Desk and supervise a team of 8 System Support Analysts between 2 locations.
• Created and implemented all SLAs and organizational level agreements (OLAs).
• Responsible for reporting all Service Desk metrics, including establishing KPIs.
• Responsible for all Incident Management activities, including managing the reporting, escalation, and resolution of incidents covering a 24x7 Service Desk.
• Responsible for some Problem Management activities, including root cause analysis.
• Implemented an ACD system for Service Desk to handle incidents live.
• Received incidents via voicemail and email only.

IT Service Desk Manager III Resume

Headline : Experienced with MS Office programs, Windows Server 2008, R2 Active Directory Administrative software and many proprietary software programs. Experience with system administration and troubleshooting.

Skills : Software, Hardware, IT Desk Manager.

• Provided training on ticketing system developed for Help Desk along with accurate troubleshooting steps for commonly reported issues.
• Transitioned multi-departmental Help Desk into IT Controlled Service Desk.
• Managed a team of Service Desk Specialists, provide training and coaching when needed, and assign weekly and monthly systems tasks.
• Created an outline of IT Service Desk department processes and procedures that are in the best interest of the company.
• Worked in conjunction with outside developers and vendors to resolve issues that affected multiple users/locations in a timely manner.
• Worked with outside developers and vendors to create/alter reports based on the business needs of the company as outlined by Executive team members.
• Responsible for database mapping for both large and small data conversions.

IT Service Desk Manager II Resume

Summary : Demonstrated achiever with exceptional knowledge of support services industry and proven leadership experience. Strong support in IT Service Management experience, including ITIL certifications. Skilled at learning new concepts quickly, working well under pressure, and communicating ideas clearly and effectively.

Skills : IT Analyst, IT Specialist, Desk Analyst.

• Deployed new application to various computers, Monitor branches to resolve timeout.
• Implemented a SharePoint system to monitor work progress and also to alert individual of project time lines.
• Managed the service desk organization to ensure team and individual performance levels consistently met or exceeded the needs of clients/users.
• Completed staff reviews and appraisals, and develop personal development plans.
• Oversaw all Service Desk activities and responded to escalated service desk incidents and requests.
• Monitored help tickets from end-users in order to ensure and improve quality of service.
• Responsible for developing and implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults.
• Ensured working practices and processes were standardized and repeatable to support Service Desk activities.

IT Service Desk Manager I Resume

Headline : Highly accomplished IT Manager with an extensive management experience, ITIL v2 training and ITIL v3 certification, strong people skills, and a strong focus on customer experience and innovative solutions.

Skills : IT Service Analyst, Help Desk Specialist.

• Managed, mentored, coached, scaled, and provided leadership to a team of 8 Service Desk Technicians who supported over 2,000 desktops and laptops on, Windows 7 and Windows 8.
• Managed the processing of incoming calls, tickets, and email to ensure timely and effective resolution of end-user issues.
• Planned, supported and achieved companywide Outlook migration to Office 365.
• Defined and developed a Service Catalog, Service Delivery, Service Portfolio, and also implemented a new ITSM Platform in the direction towards ITIL v2 and v3 as a best practice for service management.
• Developed and implemented Service Level Agreements (SLAs) to establish and define problem resolution expectations and timeframes.
• Implemented Change and Release Management processes.
• Created and maintained IT documentation and SOPs Established Key Performance Indicators (KPIs) to analyze Service Desk performance, activities.

IT Service Desk Manager/Executive Resume

Objective : Highly qualified IT Service Desk Manager with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and excel in the collaborative environment on which your company prides itself.

Skills : IT Analyst, IT Specialist, Desk Manager.

• Led Information System Division operations; recruited and supervised team members, established policies/ procedures, and administered department budget.
• Spearheaded technology planning and coordinated network/telephony system management, including upgrades and migrations.
• Performed detailed feasibility studies, designed systems, and defined requirements.
• Monitored and reported on key metrics to track cost-effectiveness; prepared written reports, presentations, and correspondence.
• Installed and configured Access Points, mounted physical servers in racks.
• Provided on-site and video-based client training.
• Managed migration of 40 workstations, completing a project two months ahead of schedule.
• Developed video CBTs to provide an easily accessible reference guide for employees.

IT Service Desk Manager/Coordinator Resume

Summary : Highly qualified IT Service Desk Manager with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and the collaborative environment on which your company prides itself.

Skills : IT Analyst, IT Executive, Desk Coordinator.

• Provided IT Strategic Plan that Aligns and Delivers an outcome that enables Business strategies and new Business capabilities.
• Able to identify needed changes, communicate the business case to implement these changes and take actionable steps to implement.
• Monitored and reviewed requests for change to assure they do not introduce any security and/or compliance risks to the enterprise and meet security requirements, guidelines and compliance requirements.
• Understood the benefits and potential of technology to create business transformation.
• Enabled technology solutions to achieve benefits for the organization.
• Configured, troubleshoot, maintained, upgraded and document all aspects of the Windows Server architecture.
• Responsible for Monitor Tickets and Following up with assigned Personnel to ensure timely resolution of issues are solved.

IT Service Desk Manager/Analyst Resume

Summary : IT Service Desk Manager and organizational skills that contribute to proactive solutions and customer satisfaction. Collaborative team player with strong leadership and relationship development skills. Recognized for managing time-sensitive projects while meeting metric targets.

Skills : Call Center Systems, Vendor Liaison, Account Management, Process Improvement, Product Support, Project Management.

• Managed 13 team members in three locations: Stevens Point, Marshfield, and Appleton.
• Managed all aspects of hiring, including interviewing, assessments and cultural fit, receiving recognition from management for best practices in onboarding and employee relations.
• Partnered with project managers to seamlessly transition the business to the national Ascension Service Desk, resulting in continuous operations with no service interruption.
• Implemented training plan for updated technology integration, facilitating scheduling and innovative learning methods to achieve employee survey top rankings in IT.
• Streamlined processes and provided coaching for staff to enhance troubleshooting and customer service skills, providing guidance to staff that resulting in exceeding metric goals.
• Served as subject matter expert for the design of ITIL best practices for Incident, Request and Service Catalog with ServiceNow, providing recommendations that improved change and asset management processes.
• Coached and mentored staff, developing targeted performance plans and development goals to expand opportunities for promotion.
• Provided IT service desk support in a health care enterprise environment.

Summary : Results-oriented IT management professional with 11+ years of IT experience in various System roles, including Service Desk management, Project Management, System Engineering & Service Desk support.

Skills : Certified Systems Engineer, Networking Technician, Cisco Certified, Network Associate.

• Trained & mentored team on product functionality & troubleshooting best practices, & assisted in troubleshooting all unresolved issues.
• Defined technology strategy & roadmap; researched & evaluated technologies & best practices; negotiated contracts with vendors & partners; & designed & implemented service desk software on corporate website, compiled systems & connectivity solutions to enable competitive growth.
• Selected Achievements & Solutions Led group to achieve 5 Successful project launches, steering several programs into production roll-out.
• Guided teams of 20 from various departments & worked jointly with management personnel to address issues Created team building activities that included focus group meetings, newsletters & project summaries, Increasing staff involvement in project development & implementation process.
• Conceptualized, designed & implemented Service Desk Site & knowledge base in SharePoint 2007, enabling clients with the ability to access product usage & troubleshooting best practices.
• Modified timeline for project planning period from 6 to 7 weeks to include Project Initiation Phase, Freeing up time to meet with the business team.
• Lead project to migrate 700+ global users from on-premises exchange to ms office 365.

Table of Contents

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Service Desk Manager CV Examples (Template & 20+ Tips)

Create a standout service desk manager cv with our online platform. browse professional templates for all levels and specialties. land your dream role today.

As a Service Desk Manager, your role is crucial in ensuring efficient and effective IT support for your organization. To land a job in this competitive field, you need a strong CV that showcases your skills, experience, and qualifications. Our Service Desk Manager CV Example article will provide you with valuable tips and a sample CV to help you create a standout resume that will impress potential employers.

We will cover:

• How to write a CV , no matter your industry or job title.
• What to put on a CV to stand out.
• The top skills employers from every industry want to see.
• How to build a CV fast with our professional CV Builder .
• What a CV template is, and why you should use it.

What does a Service Desk Manager do?

A Service Desk Manager is responsible for overseeing the operations of the service desk team, which involves providing technical support and assistance to customers or employees. They are responsible for ensuring that service desk processes and procedures are followed, identifying areas for improvement, and implementing changes to enhance efficiency and customer satisfaction. Additionally, they may be responsible for managing and developing the service desk team, handling escalated customer issues, and preparing and analyzing service desk performance reports.

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What are some responsibilities of a Service Desk Manager?

• Managing the day-to-day operations of the service desk
• Ensuring that service level agreements (SLAs) are met
• Developing and maintaining service desk policies and procedures
• Training and guiding service desk staff
• Managing customer escalations and complaints
• Monitoring and reporting on service desk performance
• Implementing and maintaining service desk technologies
• Collaborating with other IT teams to improve service delivery
• Participating in strategic planning and budgeting
• Ensuring compliance with industry standards and best practices

Sample Service Desk Manager CV for Inspiration

Service Desk Manager CV Personal Details

Name: John Smith

Email: [email protected]

Phone: 123-456-7890

Address: 123 Main Street, Anytown, USA

John Smith is a highly motivated and experienced Service Desk Manager with a proven track record of successfully leading and managing service desk teams. He is dedicated to delivering exceptional customer service and has a strong technical background.

• Led a team of 20 service desk agents and technicians
• Implemented new processes and procedures to improve efficiency and customer satisfaction
• Resolved escalated customer issues and ensured timely resolution
• Oversaw daily operations of the service desk team
• Mentored and trained new team members
• Collaborated with other departments to ensure seamless service delivery
• Bachelor's Degree in Information Technology - XYZ University (2008 - 2012)
• ITIL Foundation Certification (2015)
• Excellent communication and leadership abilities
• Strong technical knowledge of IT systems and software
• Ability to prioritize and manage multiple tasks
• English - Native proficiency
• Spanish - Basic proficiency

CV tips for Service Desk Manager

Crafting an impeccable CV that kickstarts your career is a challenging endeavor. While adhering to fundamental writing principles is beneficial, seeking guidance customized for your unique job pursuit is equally prudent. As a newcomer to the professional realm, you require Service Desk Manager CV pointers. We've curated top-notch advice from experienced Service Desk Manager individuals. Explore their insights to streamline your writing journey and enhance the likelihood of fashioning a CV that captivates potential employers' attention.

• Highlight your technical skills and experience in managing service desk operations
• Showcase your ability to lead and motivate a team of support agents
• Demonstrate your problem-solving and decision-making skills in dealing with complex customer issues
• Include any certifications or training in IT service management or customer support
• Quantify your achievements by including metrics such as improved response times or customer satisfaction ratings

Service Desk Manager CV Summary Examples

A Service Desk Manager CV summary or objective provides a brief and impactful snapshot of your skills, experience, and career goals. It helps to quickly convey your value as a candidate and grab the attention of potential employers. Whether you are an experienced professional or a fresh graduate, a well-crafted summary or objective can set the tone for the rest of your CV and increase your chances of landing an interview. For Example:

• Experienced Service Desk Manager with 8+ years of experience in IT support management, overseeing a team of 20+ support specialists, and ensuring high-quality service delivery.
• Demonstrated ability to streamline processes and implement tools for efficient service desk operations, resulting in improved customer satisfaction and reduced resolution times.
• Strong leadership and communication skills, with a track record of training and mentoring support staff to meet performance targets and deliver exceptional customer service.
• Proven track record in implementing ITIL best practices and leading continuous improvement initiatives to enhance service desk performance and meet SLAs.
• Skilled in developing and maintaining relationships with key stakeholders, vendors, and internal teams to ensure effective collaboration and support for IT service delivery.

Build a Strong Experience Section for Your Service Desk Manager CV

Building a strong experience section for a Service Desk Manager CV is crucial because it showcases the candidate's qualifications, skills, and accomplishments in previous roles. This section provides a clear snapshot of the candidate's career progression, expertise in managing a service desk team, and their ability to resolve technical issues efficiently. A strong experience section can effectively demonstrate the candidate's capabilities to potential employers, making them stand out as a top candidate. For Example:

• Oversaw a team of 10 service desk technicians and provided leadership and guidance
• Developed and implemented efficient service desk processes and procedures
• Managed the service desk to ensure high levels of customer satisfaction
• Resolved complex technical issues and escalated as necessary
• Collaborated with other IT teams to ensure seamless support and resolution of issues
• Implemented training programs for service desk staff to improve technical skills and customer service
• Analyzed service desk metrics and implemented improvements to drive efficiency and effectiveness
• Provided regular reports on service desk performance and key metrics to upper management
• Participated in hiring and onboarding of new service desk staff
• Maintained up-to-date knowledge of industry best practices and new technologies to improve service desk operations

Service Desk Manager CV education example

A Service Desk Manager typically needs a bachelor's degree in computer science, information technology, or a related field. Additionally, formal training or certification in IT service management, such as ITIL (Information Technology Infrastructure Library), may be required. Strong technical skills and experience in customer service management are also important for this role. Continuous professional development and keeping up to date with industry trends and best practices are crucial for success in this position. Here is an example of an experience listing suitable for a Service Desk Manager CV:

• Bachelor's degree in IT or related field
• Certified Service Desk Manager (e.g. ITIL)
• Training in IT systems and software (e.g. Microsoft, Cisco)

Service Desk Manager Skills for a CV

It is important to add skills for a Service Desk Manager CV because these skills demonstrate the potential candidate's ability to effectively manage and support a service desk team. Relevant skills, such as excellent communication, leadership, problem-solving, and technical abilities, are crucial for a successful service desk manager to ensure efficient and reliable support for customers and the organization. Including these skills on a CV showcases the candidate's qualifications for the role. Soft Skills:

• Communication Skills
• Leadership Abilities
• Problem-Solving Skills
• Customer Service
• Time Management
• Team Collaboration
• Adaptability
• Conflict Resolution
• Emotional Intelligence
• Decision Making
• Technical Support
• ITIL Framework
• Problem-Solving
• Change Management
• Project Management
• Performance Analysis
• Reporting and Analysis
• Hardware/Software Knowledge
• Network Management
• Security Management

Common Mistakes to Avoid When Writing a Service Desk Manager CV

In today's competitive job market, an average of 180 applications floods employers' inboxes for each vacant position. To streamline this influx of CVs, companies frequently employ automated applicant tracking systems that weed out less qualified candidates. If your CV manages to surpass these digital gatekeepers, it must still captivate the attention of the recruiter or hiring manager. Given the sheer volume of applications, a mere 5 seconds is typically allocated to each CV before a decision is reached. With this in mind, it's crucial to eliminate any extraneous information that might relegate your application to the discard pile. To ensure your CV shines, consult the list below for elements to avoid including in your job application.

• Skipping the cover letter: A well-crafted cover letter is an opportunity to showcase your suitability for the role and express your enthusiasm for it.
• Excessive jargon: CVs laden with technical terms can alienate hiring managers who lack specialized knowledge.
• Neglecting vital details: Incorporate your contact information, education, work history, and pertinent skills and experiences.
• Relying on generic templates: Tailoring your CV to the specific job exhibits your commitment to the position and company.
• Errors in spelling and grammar: Proofreading is essential to eliminate typos, spelling errors, and grammatical blunders.
• Overemphasizing duties: Highlight accomplishments to underline your candidacy's value.
• Sharing personal information: Steer clear of revealing personal details like age, marital status, or religious affiliations.

Key takeaways for a Service Desk Manager CV

• Management experience
• Technical skills and knowledge
• Customer service expertise
• Team leadership and motivation
• Problem-solving and decision-making abilities
• Service level agreement (SLA) management
• ITIL and best practices knowledge
• Communication and interpersonal skills

Service Desk Manager CV example

You’re used to being the first line of defence for technical support and now you’re ready to oversee a new team and put your technical expertise to good use.

But before you can do that, you need to get through to the interview stage and that requires a strong CV bursting with all your technical know-how.

So this time, let us be the ones to offer you support. Below, we’ve put together a service desk manager CV example and a detailed writing guide to help you with your application.

CV templates 

Service Desk Manager CV example

This example CV demonstrates how to structure and format your own Service Desk Manager CV, so that it can be easily digested by busy hiring managers, and quickly prove why you are suitable for the jobs you are applying to.

It also gives you a good idea of the type of skills, experience and qualifications that you need to be highlighting in your CV.

Build your CV now 

Service Desk Manager CV layout and format

Hiring managers and recruiters are frequently overloaded with applications, and if they can’t identify the relevant information in your CV within a few seconds, your application may be overlooked.

To avoid this, it’s essential to format and structure your CV in a manner that makes it simple to pick out the most important information, even if the reader is in a rush.

Tips for formatting your Service Desk Manager CV

• Length: While there’s no ‘official’ CV length rule, the majority of recruiters agree that less is more. Aim for two pages of A4 or less. This is just enough room to showcase your suitability to the role, without overwhelming recruiters with irrelevant or excessive content.
• Readability : By clearly formatting your section headings (bold, or a different colour font, do the trick) and breaking up big chunks of text into snappy bullet points, time-strapped recruiters will be able to skim through your CV with ease.
• Design: When it comes to CV design, it’s best to keep things simple and sleek. While elaborate designs certainly command attention, it’s not always for the right reasons! Readability is key, so whatever you choose to do, make sure you prioritise readability above everything.
• Photos: Recruiters can’t factor in appearance, gender or race into the recruitment process, so a profile photo is not usually needed. However, creative employers do like to see them, so you can choose to include one if you think it will add value to your CV .

Quick tip: Creating a professional CV style can be difficult and time-consuming when using Microsoft Word or Google Docs. To create a winning CV quickly, try our quick-and-easy CV Builder and use one of their eye-catching professional CV templates.

CV structure

As you write your CV , divide and sub-head into the following sections:

• Name and contact details – Always start with these, so employers know exactly how to get in touch with you.
• CV profile – Add a short summary of your relevant experience, skills and achievements, which highlights your suitability.
• Core skills section – A 2-3 columned list of your key skills.
• Work experience – A detailed list of any relevant work experience, whether paid or voluntary.
• Education – An overview of your academic background and any training you may have completed.
• Hobbies and interests – A brief overview of your hobbies and interests, if they’re relevant (optional).

Now you understand the basic layout of a CV, here’s what you should include in each section of yours.

Contact Details

Make it easy for recruiters to get in touch, by heading your CV with your contact details.

There’s no need for excessive details – just list the basics:

• Mobile number
• Email address – Use a professional address with no nicknames.
• Location – Just write your general location, such as ‘London’ or ‘Cardiff’ – there’s no need to put your full address.
• LinkedIn profile or portfolio URL

Service Desk Manager CV Profile

Your CV profile (or personal statement , if you’re an entry-level applicant) provides a brief overview of your skills, abilities and suitability for a position.

It’s ideal for busy recruiters and hiring managers, who don’t want to waste time reading unsuitable applications.

Think of it as your personal sales pitch. You’ve got just a few lines to sell yourself and prove you’re a great match for the job – make it count!

CV profile writing tips:

• Make it short and sharp: It might be tempting to submit a page-long CV profile, but recruiters won’t have the time to read it. To ensure every word gets read, it’s best to include high-level information only; sticking to a length of 3-5 lines.
• Tailor it: If recruiters don’t see your suitability within a few seconds, they may close your CV straight away. Your CV profile should closely match the essential requirements listed in the job ad, so make sure to review them before you write it.
• Don’t add an objective: If you want to discuss your career objectives, save them for your cover letter , rather than wasting valuable CV profile space.
• Avoid generic phrases: If there’s one thing that’ll annoy a recruiter, it’s a clichè-packed CV. Focus on showcasing your hard skills, experience and the results you’ve gained in previous roles, which will impress recruiters far more.

Example CV profile for Service Desk Manager

What to include in your service desk manager cv profile.

• Experience overview: Start with a brief summary of your relevant experience so far. How many years experience do you have? What type of companies have you worked for? What industries/sectors have you worked in? What are your specialisms?
• Targeted skills: Employers need to know what skills you can bring to their organisation, and ideally they want to see skills that match their job vacancy. So, research your target roles thoroughly and add the most important Service Desk Manager skills to your profile.
• Key qualifications: If the job postings require specific qualifications, it is essential to incorporate them in your profile to ensure visibility to hiring managers.

Quick tip: If you are finding it difficult to write an attention-grabbing CV profile, choose from hundreds of pre-written profiles across all industries, and add one to your CV with one click in our quick-and-easy CV Builder . All profiles are written by recruitment experts and easily tailored to suit your unique skillset.

Core skills section

Next, you should create a bullet pointed list of your core skills , formatted into 2-3 columns.

Here, you should focus on including the most important skills or knowledge listed in the job advertisement.

This will instantly prove that you’re an ideal candidate, even if a recruiter only has time to briefly scan your CV.

Important skills for your Service Desk Manager CV

Incident Management – Managing, investigating, and resolving incidents in a timely and effective manner.

Problem Management – Analysing and identifying the root cause of recurring incidents and initiating actions to prevent their reoccurrence.

Service Management Processes – Utilising knowledge of IT Service Management (ITSM) processes and frameworks such as ITIL, COBIT or ISO 20000.

Change Management – Effectively managing change requests while minimising impact on service quality.

Vendor Management – Managing relationships with external vendors, negotiating contracts, and ensuring SLAs are met.

Performance Reporting – Reporting on key performance indicators (KPIs) to senior management and stakeholders.

People Management – Managing, developing, and motivating a team of service desk analysts.

Technical Expertise – Maintaining strong knowledge of IT infrastructure, networking, and software applications.

Project Management – Planning and executing projects, defining objectives, creating project plans, and managing resources to deliver projects on time and within budget.

Quick tip: Our quick-and-easy CV Builder has thousands of in-demand skills for all industries and professions, that can be added to your CV in seconds – This will save you time and ensure you get noticed by recruiters.

Work experience section

Now it’s time to get stuck into your work experience, which should make up the bulk of your CV.

Begin with your current (or most recent) job, and work your way backwards.

If you’ve got too much experience to fit onto two pages, prioritise space for your most recent and relevant roles.

Structuring each job

Lengthy, unbroken chunks of text is a recruiters worst nightmare, but your work experience section can easily end up looking like that if you are not careful.

To avoid this, use my tried-and-tested 3-step structure, as illustrated below:

Firstly, give the reader some context by creating a punchy summary of the job as a whole.

You should mention what the purpose or goal of your role was, what team you were part of and who you reported to.

Key responsibilities

Next, write up a punchy list of your daily duties and responsibilities, using bullet points.

Wherever you can, point out how you put your hard skills and knowledge to use – especially skills which are applicable to your target role.

Key achievements

Lastly, add impact by highlight 1-3 key achievements  that you made within the role.

Struggling to think of an achievement? If it had a positive impact on your company, it counts.

For example, you might increased company profits, improved processes, or something simpler, such as going above and beyond to solve a customer’s problem.

Sample job description for Service Desk Manager CV

Responsible for managing the service desk operations and providing high-quality customer service to clients of Glide, a UK market-leading IT services provider with clients across the healthcare, retail, and education industries.

Key Responsibilities

• Manage the daily operations of the service desk and ensure customer service excellence
• Provide technical, 1st line support to end-users and resolve complex technical issues
• Develop and implement IT policies and procedures to ensure compliance with ITIL practices
• Collaborate with other external and internal IT teams to improve overall IT service delivery

Quick tip: Create impressive job descriptions easily in our quick-and-easy CV Builder by adding pre-written job phrases for every industry and career stage.

Education and qualifications

Next up, you should list your education and qualifications.

This can include your formal qualifications (a degree, A-Levels and GCSEs), as well as sector-specific Service Desk Manager qualifications and/or training.

While school leavers and recent grads should include a lot of detail here to make up for the lack of work experience, experienced candidates may benefit from a shorter education section, as your work experience section will be more important to recruiters.

Hobbies and interests

This section is entirely optional, so you’ll have to use your own judgement to figure out if it’s worth including.

If your hobbies and interests could make you appear more suitable for your dream job, then they are definitely worth adding.

Interests which are related to the industry, or hobbies like sports teams or volunteering, which display valuable transferable skills might be worth including.

Creating a strong Service Desk Manager CV requires a blend of punchy content, considered structure and format, and heavy tailoring.

By creating a punchy profile and core skills list, you’ll be able to hook recruiter’s attention and ensure your CV gets read.

Remember that research and relevance is the key to a good CV, so research your target roles before you start writing and pack your CV with relevant skills.

Best of luck with your next application!

Resume Worded   |  Resume Skills

Skill profile, service desk manager, improve your resume's success rate by using these service desk manager skills and keywords ..

• Hard Skills and Keywords for your Service Desk Manager Resume
• ATS Scan : Compare Your Resume To These Skills
• Sample Resume Templates
• How To Add Skills
• Service Desk Manager More Resume Templates

Resume Skills and Keywords from Related Jobs

Browse skills from similar jobs, frequently asked questions.

• 3. Effective Action Verbs for your Resume

Get a Free Resume Review

Looking for keywords for a specific job search for your job title here., © 2024 resume worded. all rights reserved., service desk manager resume keywords and skills (hard skills).

Here are the keywords and skills that appear most frequently on recent Service Desk Manager job postings. In other words, these are the most sought after skills by recruiters and hiring managers. Go to Sample Templates ↓ below to see how to include them on your resume. Remember that every job is different. Instead of including all keywords on your resume, identify those that are most relevant to the job you're applying to. Use the free Targeted Resume tool to help with this.

• Service Desk Management
• Active Directory
• IT Service Management
• Service Desk
• Troubleshooting
• Technical Support
•  Find out what your resume's missing
• IT Management
• Windows Server
• System Administration
• Information Technology
• ITIL Certified
• Vendor Management
• Disaster Recovery
• Incident Management
• Microsoft Exchange
• Network Administration
• Service Delivery
• Service-Level Agreements (SLA)
• Problem Management
• IT Operations
• Change Management
• Service Improvement
• Managed Services
• Major Incident Management

Resume Skills: IT Service Management

• Freshservice
• Jira Service Desk
•  Match your resume to these skills

Resume Skills: Programming

• Shell/Bash Scripting

Resume Skills: Networking

• Routers/Switches
• Firewall Configuration
• Network Security

Resume Skills: Frameworks & API

• Swagger/OpenAPI

Resume Skills: Operating Systems

• Windows Server 2010/2012/2016
• Linux (Ubuntu, CentOS )

Resume Skills: Technical Support

• Ticket Management
• Remote Access Tools

Resume Skills: Operational Platforms

• Microsoft Office Suite

Resume Skills: Technical

• Shell Scripting
• Operating Systems: Windows

Resume Skills: Software

• MS Office Suite
• Google Workspace

Resume Skills: Ticketing Systems

  Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Alternatively, you can also include a Skills section where you can list your technical skills in order of your proficiency. Only include these technical skills or keywords into your resume if you actually have experience with them.

   Does your resume contain all the right skills? Paste in your resume in the AI Resume Scan ↓ section below and get an instant score.

Compare Your Resume To These Service Desk Manager Skills (ATS Scan)

Paste your resume below and our AI will identify which keywords are missing from your resume from the list above (and what you need to include). Including the right keywords will help you get past Applicant Tracking Systems (i.e. resume screeners) which may scan your resume for keywords to see if you're a match for the job.

Sample Service Desk Manager Resume Examples: How To Include These Skills

Add keywords directly into your resume's work experiences , education or skills section , like we've shown in the examples below. use the examples below as inspiration..

  Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Only include these technical skills or keywords into your resume if you actually have experience with them.

How do I add skills to a Service Desk Manager resume?

Go through the Service Desk Manager posting you're applying to, and identify hard skills the company is looking for. For example, skills like IT Management, Active Directory and IT Service Management are possible skills. These are skills you should try to include on your resume.

Add other common skills from your industry - such as Troubleshooting, Service Desk Management and ITIL - into your resume if they're relevant.

Incorporate skills - like Major Incident Management, Problem Management and Microsoft Exchange - into your work experience too. This shows hiring managers that you have practical experience with these tools, techniques and skills.

On Service Desk Manager resumes, you should give specific accomplishments that involve you training others, whether that's in your team or other stakeholders.

Hiring managers often want to see evidence of leadership and management on a Service Desk Manager resume, so try to include any examples of where you led a project or managed other people.

Try to add the exact job title, Service Desk Manager, somewhere into your resume to get past resume screeners. See the infographic for how to do this.

Word Cloud for Service Desk Manager Skills & Keywords

The following word cloud highlights the most popular keywords that appear on Service Desk Manager job descriptions. The bigger the word, the more frequently it shows up on employer's job postings. If you have experience with these keywords, include them on your resume.

We also found variations and further specializations to your job title. Browse through the related job titles to find additional keywords that you can include into your resume.

Get your resume instantly checked, for free, upload your resume and we'll spot the issues in it before an actual service desk manager recruiter sees it. for free., service desk manager resume templates.

Here are examples of proven resumes in related jobs and industries, approved by experienced hiring managers. Use them as inspiration when you're writing your own resume. You can even download and edit the resume template in Google Docs.

Resume Example Customer Service Representative

An effective Description of the templates...

Download this resume template

When applying for a customer service role, it’s important to show the recruiter that you have the required skills and knowledge for the job. You should highlight work experience that is relevant for the role, like in the given resume, which includes three instances of past work experience in a customer service capacity. It’s okay if you don’t have over 8 years of experience in customer service -- you can also highlight your experience in your skills and in your education section.

Tips on why this template works

   strong action verbs and tangible results in customer support.

The first bullet of each section has a strong action verb accompanied by a measurable outcome, i.e. “exceeded sales target by 18%”, “achieved a 100% customer approval”, and “greeted 100+ daily guests”. These bullets clearly communicate that the applicant is not only well-versed in customer service, but that they can deliver results that are beneficial to the company. You should include as many numerical examples like these as you can, since hiring managers often skim resumes for such measures of proof.

   Education and skills related to customer support fields

Customer service representatives must have high EQ, be excellent at communication, and have superb problem solving skills. They must be carefully attuned to the needs of a potential customer, or even an unsatisfied one. Try to list out all the qualities you can think of that a good customer service representative would have and highlight them in your resume. For example, this applicant highlights a very important skill -- communication -- showing that they received an M.S. in Communications and a Minor in Public Speaking. They also highlight their skill in Customer Satisfaction. What other customer service skills can you see that they highlight?

Resume Example Customer Service Manager

When applying for a customer service manager role, keep in mind what differentiates a manager from a representative. A customer service manager must not only be adept at prioritizing customer satisfaction and needs, but also at strategizing and implementing operational improvements to ensure a smooth and painless customer journey. They should be confident in leadership roles and understand how to manage and motivate a team of customer service representatives. This resume highlights the applicant’s experience in exactly those areas.

   Leadership-oriented work experience, essential for customer service managers

Customer service managers aren’t simply managing customers -- they’re also managing a team of representatives and ensuring that they function like a well-oiled machine. If you’re applying for a customer service manager level role, it’s important to call attention to your capacity for leading such a team. This applicant does so in the bullet points of their work experience and also includes quantifiable metrics, noting that they enhanced team performance and increased team efficacy rate by 15%, with higher job satisfaction reported amongst staff.

   Detailed bullet points with measurable results, using metrics core to customer support

When applying to a senior level role such as this one, you should make sure to convey the impact of your contributions in your work experience. This applicant has numeric metrics in practically every line of their work experience, with detailed descriptions of their role and responsibilities in organizing, enhancing, or facilitating customer satisfaction (e.g. providing 7 innovative ideas, 3 of which are implemented and successful; organized meetings...with a 95% success rate on new client projects)

Resume Example Customer Service Supervisor

A customer service supervisor plays a key role in the smooth and successful execution of customer service operations. Typically, a customer service supervisor is one level lower than a customer service manager, and with experience may eventually be promoted to that role. Thus, this job often includes some budding responsibilities that you might expect from a manager, including recruiting, training, and general involvement in the ongoing development of the customer service team.

   Includes management skills, core to customer support teams

Because a customer service supervisor involves a sizable amount of management and supervisory responsibilities, you should call out experiences you’ve had in the workplace where you have utilized such skills. Try to think of times in the past where you’ve demonstrated admirable leadership qualities, whether it’s coaching staff, ensuring employee satisfaction, or juggling multiple stakeholders in tricky situations. In this resume, the applicant highlights that they “coached, motivated and counselled staff of 30+ employees”.

   Promotions and awards demonstrate past success and track record

A great way to stand out from the crowd is to highlight your unique accomplishments and achievements. Perhaps you’ve been promoted ahead of the typical cycle at a role, or you’ve been recognized by your superiors for your superb work ethic and dedication. Any sort of award or outstanding advancement through an organization, even in non-customer service capacities, can communicate to the hiring manager that you’re a fantastic employee. In this template, the applicant notes such promotions and awards (e.g. Awarded ‘Employee of the Year’ consecutively for 2 years; Promoted after 8 months...ahead of schedule by 16 months).

Resume Example Entry Level Customer Service Representative

If you’re still taking classes as a student, or even if you just graduated, the recruiting world can be an intimidating place -- especially if you don’t have much work experience. Don’t worry! You can use this template to show recruiters that you have relevant experience in internships or clubs, and that you’re fully capable and skilled for the role.

   Put your education at the top for entry-level roles

You may notice that this resume template is quite different from the other templates in organization, with the education section found at the top. This is intentional, and quite common in many successful entry-level resumes. Since most students don’t have a wealth of experiences in the workplace, recruiters will look at your education section to understand your interests and your experience. Make sure to include your GPA and any honors you may have, along with relevant coursework that may be applicable to the role. You can also include any relevant certifications to show that you are someone who takes initiative to learn.

   Relevant experience, skills, and projects highlighting transferrable customer support skills

Even though it’s okay to not have experience in customer satisfaction specifically, it’s important to include as many areas where you have engaged in similar capacities. Create detailed bullet points of any internships you might have had, and include responsibilities and achievements that are directly applicable to a customer service role. You can do the same with your experiences in volunteering or with university projects. For example, this applicant calls out that they did an analysis to “understand customer sentiment and purchasing trends”.

Resume Example Field Service Technician

A field service technician is essentially a service technician who conducts field visits or dispatches. When your internet cable is broken, or your electrical/mechanical gadgets stop functioning, these are the people you call. They perform more customer-facing roles intended to improve customer satisfaction, maximize customer retention and increase margins. This field service technician resume example showcases the applicant's conversance with customer service. Their 10 years of experience essentially comes down to problem-solving in various customer-facing roles in the computer engineering sub-industry.

   Demonstrate growth in your service technician promotions

At this level, the candidate is probably looking to level up into more senior roles. This requires that they showcase leadership and initiative. For senior management roles, hiring managers prefer candidates that can coach and mentor others. So, show how you've been able to work cooperatively with other teams and the impact you've had on those teams.

   Use numbers to demonstrate the impact you had as a service technician

Most of the jobs conducted by service technicians fall in the SMART domain. One of their characteristic features is measurability. It's easy to measure the impact of their work. So, leverage the power of numbers, ratios, and percentages to demonstrate the effect of your work. Consider how this example demonstrates this: "Effectively maintained 50 copiers in 19 different locations in 3 months…." This candidate will create an impact.

Resume Example Environmental Service Technician

These professionals predominantly work in healthcare sectors where their job revolves around maintaining a clean and healthy environment. In some instances, they can undertake traditional janitorial duties as well as handling and disposing biological waste. They typically work under an environmental services supervisor or director. This environmental service technician resume focuses on the applicant's professional experience. It highlights their gradual rise from an entry-level janitor post to EST within four years. This applicant also has a solid educational background in environmental studies and is also a certified safety professional.

   Continuing education as an Environmental Service Technician

Probably the best way to catch that hiring manager's attention is by showing that you're continually bettering yourself as an environmental service technician. Skills development doesn't necessarily mean returning to college or university, though this is ideal. Signing up for volunteer opportunities can also signal your desire to acquire more skills and knowledge in your speciality.

   Use keywords aligned with environmental service technician jobs

Marketplace research that analyzed millions of resumes and job postings identified the most important keywords for environment service technician jobs. These are hospital, housekeeping, cleaning experience, manufacturing sanitation, customer service, disinfectant and mopping. If you don't have these skills yet, get them.

What skills do hiring managers want to see on a Service Desk Manager resume?

On top Service Desk Manager resumes, skills like Service Desk Management, Active Directory, IT Service Management, ITIL, Service Desk, Troubleshooting, Technical Support and IT Management appear most often. Depending on the exact role you're applying to, skills like Major Incident Management, Windows Server, Problem Management, Service Improvement and Microsoft Exchange can also be effective keywords to include on your resume.

Target your Resume to a Job Description

While the keywords above are a good indication of what skills you need on your resume, you should try to find additional keywords that are specific to the job. To do this, use the free Targeted Resume tool. It analyzes the job you are applying to and finds the most important keywords you need on your resume. It is personalized to your resume, and is the best way to ensure your resume will pass the automated resume filters. Start targeting your resume

Most resumes get auto-rejected because of small, simple errors. These errors are easy to miss but can be costly in your job search. If you want to make sure your resume is error-free, upload it to Score My Resume for a free resume review. You'll get a score so you know where your resume stands, as well as actionable feedback to improve it. Get a free resume review

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Find out what keywords recruiters search for. These keywords will help you beat resume screeners (i.e. the Applicant Tracking System).

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21 Best Customer Service Resume Examples to Boost Your Hiring Chances

Zuzanna Bocian

Do you need help creating a resume that stands out among many applicants? What makes a hiring manager stop and take notice?

Crafting the perfect resume is a must to secure your dream job. It isn’t just a list of your experiences. It’s your first impression, your foot in the door, and often, your only chance to show why you’re the ideal candidate.

Let’s explore the best customer service resume examples that are eye-catching and strategically designed to boost your hiring chances.

Whether you’re just starting or looking to refresh your current resume, these examples will help you showcase your skills, experience, and dedication to exceptional customer service.

Customer service resume examples

As you craft your resume, remember that it’s more than just a document — it’s your opportunity to make a powerful first impression. Your resume should showcase your qualifications and highlight your commitment to exceptional customer service.

Here are some examples illustrating the progression of customer service roles from entry-level to managerial positions, highlighting the skills and achievements required to advance in a career.

1. Entry-level customer service representative resume example

This resume is designed for a newly graduated individual eager to enter the customer service field. It highlights the individual’s enthusiasm and willingness to learn, which is crucial for entering the workforce.

Passion for customer service: Emphasizing a solid desire to deliver excellent customer service sets a positive tone for the resume and showcases the candidate’s commitment to the role.

Technical skills: Listing technical skills like CRM software, operating systems, and POS systems reflects the candidate’s ability to adapt to various customer service platforms , which is increasingly essential in a tech-driven environment.

Education and certifications: Including relevant certifications, such as Microsoft Office Specialist and Certified Customer Service Specialist, adds credibility to the candidate’s qualifications, showing a commitment to continuous learning and professional development.

Soft skills: Including soft skills such as communication, empathy, and problem-solving can further enhance this resume. These skills are vital in customer service roles, where understanding and resolving customer issues is critical.

Education: Since this is an entry-level resume, including educational qualifications with relevant coursework or projects can add value, especially if they align with the job requirements.

Projects and volunteering: By including projects like the Impact Analysis of Customer Service Technologies, the resume will showcase the candidate’s proactive interest in industry trends and their ability to contribute meaningfully to the company’s goals.

2. Customer service representative resume example

This example is for a mid-level professional with a few years of experience in a fast-paced tech environment. The resume focuses on their ability to solve problems and improve customer service processes.

Solution-oriented approach: Emphasizing a solution-oriented mindset shows that the candidate is proactive in resolving customer issues, a crucial trait for a customer service representative.

Technical proficiency: Listing technical skills reflects the candidate’s capability to handle various customer service tools and technologies, making them a valuable asset to the company.

Achievements: Highlighting leadership in projects, such as a 5% decrease in cancellations with new tactics, demonstrates the candidate’s ability to contribute to efficiency and innovation within the company.

Customer-centric mindset: Adding a section on how the candidate consistently delivers high customer satisfaction or has received positive customer feedback can make this resume stand out.

Continuous learning: Including certifications or ongoing training relevant to customer service can show a commitment to professional growth and stay updated with industry trends.

3. Customer service manager resume example

This resume is for an experienced professional manager with experience leading customer service teams. It highlights the manager’s strategic approach to managing customer relations and driving team success.

Leadership skills : It’s important to show leadership abilities and experience in managing customer service departments. This showcases the candidate’s capacity to lead teams, make strategic decisions, and drive customer service excellence.

Strategic achievements : Highlighting achievements like exceeding the annual revenue target by 30% shows the candidate’s effectiveness in driving business growth.

Process improvement : Including examples of how the candidate has improved processes, such as reducing customer complaint resolution time or enhancing service quality, can add significant value to the resume.

Team development : Mentioning how the candidate has mentored and developed their team, leading to higher performance levels, can showcase their ability to build and maintain a strong customer service team.

4. Retail customer service representative resume example

The resume is tailored for a retail representative, specifically in a virtual support environment. It emphasizes energy and empathy, traits for providing excellent customer service in retail.

This role involves being the primary point of contact between the company and its customers. You’ll represent the company with a friendly demeanor and be available to address any inquiries or concerns they may have.

Energetic and empathetic approach : Highlighting these qualities reflects the candidate’s ability to connect with customers, making them feel valued and understood. It’s particularly important in retail, where customer interactions can directly impact sales and brand loyalty.

Virtual support expertise : Mentioning experience in a virtual support environment showcases the candidate’s adaptability to online and remote customer service platforms. It’s increasingly relevant as more retail operations move online, requiring staff to handle customer inquiries and issues without face-to-face interaction.

Product knowledge : Adding a section highlighting a deep understanding of the retailer’s products or services can further strengthen this resume. Demonstrating that candidates can provide informed and accurate customer advice can set them apart.

Sales skills : Including examples of how the candidate has successfully upsold products or enhanced the customer’s purchase experience can demonstrate their contribution to revenue growth, a critical aspect of retail customer service.

5. Call center customer service representative resume example

This resume is designed for a call center customer service rep in a fast-paced online retail environment. It highlights the dedication and the ability to maintain high customer satisfaction rates.

Dedication to customer service : Focusing on dedication underscores the candidate’s commitment to delivering consistent, high-quality service. This trait is essential for maintaining customer satisfaction in a call center environment, where interactions are often brief and numerous.

Achievements : Remarkably, the candidate can achieve a customer satisfaction rate and handle 700+ calls, exceeding the team average. It shows that the candidate can meet expectations and set a high standard for customer service within the team.

Communication skills : A section emphasizing strong verbal and written communication skills can enhance this resume. Communication is crucial in a call center role, where clarity and the ability to convey information accurately are vital to resolving customer issues.

Team collaboration : It can be beneficial to highlight the candidate’s ability to work well within a team, perhaps by mentioning any involvement in team projects or initiatives that improve overall performance. Teamwork is often vital in a call center environment to ensure consistency in service quality.

Multitasking abilities : Including points about the candidate’s proficiency in multitasking, such as handling multiple customer inquiries simultaneously or managing various communication channels (such as phone, email, chat), can demonstrate their efficiency and capability in a demanding role.

Customer retention : If applicable, adding a point about how the candidate has contributed to customer retention by resolving issues promptly or offering solutions that satisfied customers and encouraged repeat business can further showcase their value to potential employers.

Crafting a winning customer service representative resume

Creating a customer service job resume involves several key elements that can help you stand out to potential employers. Here’s a detailed breakdown of each component:

1. Start with a strong summary or objective

Purpose: Begin your resume with a summary or objective statement that quickly captures the hiring manager’s attention. This section should briefly highlight your key achievements and demonstrate how your skills and experience align with the company’s needs.

Strong summary: A summary should focus on your most significant accomplishments and the unique value you bring to the role. For example, “ Experienced Customer Service Professional with over five years of expertise delivering exceptional support in high-volume call centers. Proven track record in achieving a customer satisfaction rate of 98% and improving response times through innovative solutions .”

Objective statement: An objective statement might be more suitable if you’re new to the field or changing industries. It should outline your career goals and how they align with the company’s mission. For example, “ Motivated individual seeking to leverage strong communication skills and a customer-centric approach to contribute to [Company’s Name] as a Customer Service Representative .”

2. Target your resume to each job description

Tailor your experience: Customize your resume for each job application by aligning your work experience with the specific requirements of the job description. Highlight relevant tasks and achievements that match the employer’s needs.

Keywords and phrases: Carefully read the job description to identify keywords related to the role. Incorporate these keywords throughout your resume, especially in your summary, skills section, and work experience. This can help your resume pass through Applicant Tracking Systems (ATS) and catch the attention of hiring managers.

3. Showcase your customer service skills

Skills section: Create a dedicated skills section listing your hard and soft skills relevant to customer service. Hard skills include proficiency with CRM software, data entry, or conflict resolution techniques, while soft skills involve communication, empathy, and active listening.

Examples: Include specific examples of how you’ve used these skills in past roles. For instance, “ Utilized CRM software to track customer interactions and resolve issues, leading to a 20% reduction in average response time .”

4. Highlight soft skills in addition to hard skills

Importance of soft skills: Soft skills are critical in customer service roles as they involve interpersonal interactions that are challenging to teach. Employers value candidates who possess these skills naturally and can apply them effectively in various situations.

Descriptive keywords: Use descriptive keywords such as “customer-centric,” “problem-solving,” “communication,” “adaptability,” and “empathy” to highlight your soft skills. Provide examples or brief anecdotes to demonstrate how these skills have been applied in your previous roles.

Consider including other relevant soft skills like patience, resilience, and teamwork. For example, “ Demonstrated patience and resilience while handling difficult customer interactions, resulting in improved customer satisfaction scores .”

5. Use action verbs and keywords

Action verbs: Employ a variety of action verbs to keep your resume dynamic and engaging. Words like “executed,” “facilitated,” “resolved,” “addressed,” and “coordinated” can make your accomplishments stand out.

Avoid repetition: Vary your verbs and phrases to avoid repetitiveness and keep the resume interesting. For example, instead of repeatedly using “managed,” you might use “oversaw,” “led,” or “directed” to describe different aspects of your responsibilities.

ATS optimization: Ensure your resume is optimized for ATS by incorporating relevant keywords from the job description. This will help your resume pass through initial screenings and reach human recruiters.

5. Format and proofread

Quantify achievements: Quantify your achievements to provide concrete evidence of your success. Numbers, percentages, and specific metrics can make your accomplishments more impactful. For example, “ Increased customer retention by 15% through targeted follow-up strategies .”

Professional formatting: Your resume should be in a clean, professional style with clear headings, bullet points, and a consistent font style. This will make it easy to read and navigate.

Proofread: Ensure there are no spelling or grammatical errors. A well-proofread resume reflects attention to detail and professionalism.

Essential customer service skills

1. customer centricity.

Customer centricity is fundamental to building strong relationships and ensuring customer satisfaction. Customer service representatives are the front line of this effort, responsible for creating positive interactions and addressing customer needs.

Highlight your ability to understand and meet customer needs by sharing specific examples. For instance, describe how you identified a customer’s unique requirements and changed your service approach accordingly. Mention instances where your efforts led to customer loyalty or positive feedback.

2. Excellent communication skills

Communication makes customers feel heard and understood. It involves answering questions accurately and conveying information clearly and empathetically.

Provide examples that showcase your communication skills. It can include handling complex queries, resolving misunderstandings, or managing difficult conversations. Highlight instances where your communication led to positive outcomes or resolved challenging situations.

3. Problem-solving skills

Solving problems creatively is essential in a dynamic customer service environment . This skill involves analyzing issues, developing solutions, and implementing them efficiently.

Showcase examples of how you’ve tackled unique or complex issues. Describe your thought process, the solutions you implemented, and the results of your efforts. Emphasize your ability to think critically and find innovative solutions to problems.

4. Time management skills

Prioritizing tasks and managing time efficiently ensures that all customer needs are addressed promptly.

Highlight your ability to prioritize tasks and manage time effectively by sharing examples of how you balanced multiple responsibilities. Describe how you organized your workload, met deadlines, and maintained productivity in a fast-paced environment.

5. Adaptability skills

Representatives must be flexible and responsive to new challenges and evolving customer expectations.

Provide examples of how you’ve adapted to new situations or changes in customer behavior. Highlight your ability to embrace change, learn new processes quickly, and adjust your approach as needed.

6. Leadership skills

For those in managerial or supervisory roles, leadership skills are important for motivating and guiding a team. Influential leaders inspire their teams, manage conflicts, and drive performance.

Showcase your leadership abilities by describing how you’ve led and managed teams. Provide examples of how you motivated team members, handled challenges, and achieved team goals.

7. Teamwork skills

Collaboration and teamwork are crucial in customer service, where representatives often work together to resolve issues and provide support. Effectively working with others enhances the overall customer experience.

Share examples of successful team projects or initiatives to highlight your ability to collaborate and work well in a team environment. Emphasize your role in fostering a positive team dynamic and achieving collective goals.

Resume sections for customer service representatives

Structure your resume with these sections and focus on relevant details. It’ll showcase your qualifications and make you a strong candidate for a customer service position. Tailoring each section to the specific job you’re applying for will further enhance your resume’s impact.

The header is the first section of your resume and serves as an introduction to your professional identity. It should present your name and contact information so potential employers can easily reach you.

Name : Use a bold, larger font for your name to make it stand out.

Contact information : Include your phone number, professional email address, and LinkedIn or other relevant online profiles. Ensure that your contact information is up-to-date and professional. Avoid using informal or personal email addresses.

Phone: (123) 456-7890

Email: [email protected]

LinkedIn: linkedin.com/in/janedoe

The summary section provides a snapshot of your qualifications and professional background. It’s optional but highly recommended, and it can make your resume more engaging by quickly showcasing your most relevant skills and achievements.

Overview : Briefly summarize your professional experience, key skills, and career accomplishments. Tailor this section to align with the job you’re applying for by including keywords and phrases from the job description.

Tone : Keep it concise, typically 2-3 sentences, and focus on your unique selling points.

• Results-driven customer service representative with over five years of experience managing high-volume customer interactions in fast-paced environments. Adept at problem-solving, maintaining high customer satisfaction rates, and leading initiatives to enhance service quality. Known for solid communication skills and a customer-centric approach.

3. Experience

The experience section is crucial as it details your work history and demonstrates your qualifications for the role. It should highlight your previous job responsibilities, accomplishments, and contributions to past employers.

Job title and company : List your job title, the company name, and dates of employment for each position.

Responsibilities and achievements : Use bullet points to describe your key responsibilities and achievements in each role. Focus on quantifiable accomplishments and specific examples of how you added value.

Tailoring : Customize this section to align with the job you’re applying for by emphasizing experiences and skills that match the job description.

Customer Service Representative

XYZ Tech Solutions, New York, NY

June 2019 – Present

Managed a high volume of customer inquiries and resolved issues promptly, achieving a customer satisfaction rating of 98%.

Implemented a new ticketing system that streamlined issue tracking and reduced resolution time by 25%.

Trained and mentored new team members, leading to a 15% improvement in team performance.

4. Education

The education section provides information about your academic qualifications. It’s important to highlight relevant educational achievements that support your qualifications for the customer service role.

Degree and institution : Include your degree, the institution’s name, and graduation year. If you have relevant certifications or coursework, include those as well.

Relevance : Customize this section to the job you’re applying for. For example, if you have completed any specialized training or courses related to customer service or communication, mention them.

Bachelor of Arts in Communications

University of XYZ, New York, NY

Graduated May 2018

Relevant coursework : Customer service management , Interpersonal Communication

The skills section highlights the specific abilities and competencies that make you a strong candidate for the customer service role. This section should include hard skills (technical abilities) and soft skills (interpersonal traits).

Hard skills : Include technical skills relevant to customer service, such as proficiency with CRM software, data entry, or troubleshooting.

Soft skills: Highlight critical interpersonal skills like communication, problem-solving, and adaptability.

Keywords : Use keywords from the job description to make your resume more likely to pass through ATS and catch the attention of hiring managers.

Customer-centric approach

Effective communication

Problem-solving and conflict resolution

Proficiency in CRM software (Salesforce, Zendesk)

Time management and multitasking

Adaptability and flexibility

Customer service resume templates

Choosing a suitable resume template can significantly impact how potential employers present and perceive your qualifications. Each template type serves a different purpose and suits different experience levels and career goals.

1. Chronological resume template

This template is ideal for customer service professionals with substantial field experience. It emphasizes your work history, showcasing your progression and achievements over time.

Header : Include your name and contact information.

Summary (optional) : A brief overview of your career highlights and key skills.

Experience : List your work experience in reverse chronological order, starting with your most recent position and working backward. Include job titles, company names, dates of employment, and detailed bullet points outlining your responsibilities and achievements for each role.

Education : Follow with your educational background.

Skills : Conclude with a list of relevant skills.

Advantages:

Demonstrates career progression : Clearly shows how you’ve advanced in your career, making it easy for employers to see your growth and accumulated expertise.

Highlights recent experience : Emphasize your most recent roles, often the most relevant to the job you’re applying for.

Disadvantages:

Gaps in employment : May highlight gaps in employment or frequent job changes if they exist.

Less focus on skills : This approach places less emphasis on specific skills or competencies if they are not closely tied to your work history.

2. Functional resume template

This template suits customer service professionals with limited experience or those transitioning from another field. It focuses on skills and qualifications rather than a detailed work history.

Summary (optional ): A brief overview of your career highlights and key skills.

Skills : Group your skills into categories and examples or achievements for each skill category.

Experience : List your work experience briefly or as a summary, emphasizing the skills and accomplishments relevant to the job.

Focuses on skills : Highlights your capabilities and qualifications, which can be helpful if you have limited experience or are changing careers.

Minimizes gaps : Less emphasis on chronological work history can help reduce the impact of gaps or frequent job changes.

Less emphasis on experience : May need to provide more detail about your work history, which can be a drawback if the employer places a high value on experience.

May raise questions : This can raise questions about your work history.

3. Combination resume template

This template is best for customer service professionals who want to highlight their skills and experience. It blends elements of the chronological and functional formats, allowing you to showcase a balanced view of your qualifications.

Summary (optional): A brief overview of your career highlights and key skills.

Skills : List and describe your critical skills, emphasizing hard and soft skills.

Experience : Provide a chronological list of your work history with bullet points detailing your responsibilities and achievements.

Comprehensive view : Provides a well-rounded view of your skills and work history, appealing to employers who value experience and specific abilities.

Flexibility : You can highlight your strongest qualifications while presenting a clear career progression.

Complexity : It can be more complex to organize as it combines elements of both chronological and functional formats.

Potential redundancy : If the document needs to be carefully structured, it may be redundant, especially if the skills and experience sections overlap.Combination resume template

Tips for customer service managers

1. emphasize strategic thinking.

As a customer service manager, aligning your team’s efforts with the company’s broader objectives is crucial. It means understanding the company’s goals and ensuring that your customer service strategies contribute to achieving them. For example, if the company prioritizes customer retention, you should focus on strategies that enhance customer loyalty and satisfaction.

• Critical decision-making: Highlight your ability to think critically and make informed decisions that benefit both the customer and the company. It includes analyzing data, understanding customer behavior, and anticipating future trends. Showcasing examples of how you’ve successfully implemented strategic initiatives in past roles can reinforce your capability in this area.

2. Showcase customer service experience

Hands-on experience: Any manager must have extensive experience in customer service . This experience should include handling complex customer complaints, improving customer satisfaction scores, and leading a team of service representatives. Highlight specific accomplishments, such as resolving high-impact customer issues or implementing a new system that led to measurable improvements in service quality.

Continuous improvement: Customer service managers should also be committed to constant improvement. It could involve regularly assessing the team’s performance, identifying areas for enhancement, and implementing training programs or new technologies to boost efficiency and customer satisfaction.

3. Demonstrate leadership and team development

Strong leadership, strategic thinking, and customer service expertise are essential. As a manager, you guide your team, set performance standards, and ensure everyone is motivated to achieve their best.

Highlight your leadership style, how you manage your team, and any specific achievements related to team development, such as mentoring junior staff or leading successful team projects.

• Team building: Emphasize your ability to build and maintain a cohesive team. This includes fostering a positive work environment, encouraging collaboration, and ensuring all team members feel valued and supported.

By focusing on these areas, you can present yourself as a well-rounded and outstanding customer service manager, capable of driving success for your team and the company.

Average customer service salaries in the US

Customer service representative salary.

• The average salary for a customer service representative in the US is approximately $40,000 per year. This figure can vary depending on location, industry, and experience level. Entry-level positions may start lower, while those with more experience or in specialized industries may earn higher salaries.

Customer service manager salary

• The average salary for customer service managers in the US is around $60,000 per year. Managers typically earn more due to additional responsibilities, such as overseeing teams, implementing customer service strategies, and ensuring overall customer satisfaction. Similar to representatives, salaries can vary based on experience, company size, and geographic location.

Crafting an impactful customer service resume is essential for standing out in a competitive job market. Highlighting relevant experience, showcasing key achievements, and demonstrating proficiency in customer-facing roles can significantly boost your hiring chances.

Leveraging tools like HelpDesk can enhance your effectiveness in customer service roles and your resume. It excels at managing customer inquiries through ticket management, allowing for organized tracking and resolution of cases. It facilitates seamless communication across various channels, automates repetitive tasks, and collects valuable feedback to drive improvements.

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