Help Desk Specialist Resume Example & Writing Guide
- What is a help desk specialist’s job?
- Why use this help desk specialist resume example?
- How to write a great help desk specialist resume
- Which skills are relevant for a help desk specialist resume?
Are you ready to make your application stand out from the rest? If so, you’ll need the best resume possible. Excellent resumes offer a mix of detail and brevity while displaying your top qualities. If you want to take your resume to the next level, we’re here to help. Keep reading to view some helpful writing tips and explore a sample resume that you can use to complete your own.
What is a help desk specialist’s job?
The job title “help desk specialist” refers to employees across a variety of industries that provide customer support. These professionals are usually the first point of contact when customers have an issue with a product or service. Because of this, help desk specialists require an in-depth knowledge of their companies’ offerings and an ability to troubleshoot common issues. Common tasks include answering queries, resolving complaints, escalating issues, producing reports, providing recommendations, and recording calls.
Why use this help desk specialist resume example?
If you’re ready to create your best-ever resume, it might help to have a little advice. No matter how good you are at writing resumes, you can always learn from the best! In this blog, we’ll offer some simple tips for resume excellence that you can use to up your game. We’ll also share a top-notch help desk specialist resume example that you can reference while writing. Before you know it, you’ll have a resume that turns heads wherever you apply.
How to write a great help desk specialist resume
Here are a few simple tips to keep in mind while you’re writing your help desk specialist resume:
It may seem obvious, but be sure to include your contact information at the top of the resume (don’t use the header feature as it can interfere with resume parsing). Ensure your email address is professional, and include your phone number as well.
Open your resume with a paragraph summary that briefly describes your best qualities and top skills as a help desk specialist, aligning your experience with the specific qualifications listed in the job posting. This is a great way to get the recruiter’s attention right off the bat.
Next, include a snapshot of your key skills. In the example, you’ll see these under ‘Core Competencies.’ Keep this list brief, and, as above, be sure to include any keywords you see in the job posting.
When listing your work experience, start with your most recent job and then work back, including around 10-15 years of experience. Use a paragraph to outline your daily responsibilities. No need to list every single task you have. Instead, focus on the big picture and include tasks that are most relevant for the job you’re applying to.
Under each paragraph, provide a bulleted list of your accomplishments. Having them formatted differently from your day-to-day tasks ensures they are prominent and noticed by the hiring manager. Whenever possible, include metrics to show the impact of your achievements.
In the education section, it’s fine if you don’t have a college degree. You can include any university-level coursework, certifications, on-the-job training, or even online courses.
Which skills are relevant for a help desk specialist resume?
Many great resumes include separate skills sections that highlight candidates’ key competencies. As a help desk specialist, you can use this section to describe competencies that relate to the role. When it’s time to write your resume, consider listing some of the following skills:
Customer service and support
Issue troubleshooting
Documentation and reporting
Quality control
Root cause analysis
Software/ application support
Hardware support
IT expertise
Summary example
Dedicated and proficient IT professional with 10-year career supporting and administering complex IP WAN/LAN networks and desktop operations in dynamic environments. Focused problem-solver, working with end users to investigate and resolve a variety of Tier 2 level desktop and application issues quickly and effectively. Adept at installing and configuring a wide range of hardware and software applications, tools, and network equipment. Proficient in monitoring, logging, tracking, and resolving help desk tickets, while meeting or exceeding all contracted service-level agreements.
Employment history example
Help Desk Specialist at Federal Home Loan Mortgage Corporation (Freddie Mac), McLean 2018 - Present
Served as a point of contact in implementing IT service desk best practices, working closely with Network Operations, Customer and Operations Services (CCC Support Team), and Technology Services Group to streamline MF support functions. Assisted in planning and implementing system improvement projects. Monitored, tracked, and reported achieved benchmarks and project status to management team. Mentored, coached, and trained Service Desk team members. Planned and coordinated shift schedules to ensure proper staffing.
Instrumental in establishing management processes and motivating team to exceed expectations in assessing and resolving MF user needs, while handling escalated client issues and sensitive situations.
Drove process to achieve and maintain a 98% SLA adherence rate for all service desk operations.
Coordinated execution of MF service desk improvement initiatives with Business Operations Support (BOS), MF Business Information Officer (BIO) Project Teams, and MF Level 3 Production Support team.
Credited for improving Document Management System (DMS) provisioning/de-provisioning process.
Interfaced with Freddie Mac managers and clients to define service level requirements and develop action plans to improve service delivery operations and increase overall team efficiencies.
Proactively generated daily, weekly, and monthly reports to identify trends and new opportunities to maximize operations and minimize exposure to unnecessary risks.
Help Desk Technician at Cystic Fibrosis Foundation 2016 - 2018
Collaborated on a team of seven service technicians in maintaining LAN/WAN system operations and proactively resolved IT issues affecting department and chapter operations. Worked closely with Infrastructure, Security, and Application teams and project stakeholders to identify/anticipate future technology needs. Implemented department best practices and policies in executing enterprise IT improvement projects.
Devised and implemented department and Service Desk metrics, analytics, and surveys to ensure delivery of high-quality services.
Drove process to author and implement IT Service Desk standard operating procedures (SOPs).
Served as project lead during the relocation of national offices, while enhancing the cooperation and interdepartmental relationships between departments to ensure a smooth transition.
Senior Windows Engineer at Dataplex Systems Inc., Woodbridge 2013 - 2016
Responsible for prioritizing various desktop support requests, resolving escalated issues, and scheduling installations of all workstations/equipment to ensure connectivity to network. Assessed user needs, consulted with staff to evaluate issues, delivered high-level failure analysis, and addressed operational issues to maintain LAN/WAN operations. Documented network problems and resolution strategies for future reference.
Achieved 95% success rate in resolving hardware, network, and software related issues.
Developed employee reference manual for addressing common technical issues.
Increased department productivity by initiating troubleshooting and problem-solving strategies.
Education example
Bachelor of Science in Computer Science at the University of Maryland
