Help Desk Support Specialist Resume Sample

Help Desk Support Specialists provide technical assistance with computer systems, software, or hardware. Their duties include installing and upgrading software, monitoring computer systems and troubleshooting issues, answering customer queries, promptly resolving user issues, training users on basic system and computer functions, following up with customers, and maintaining an inventory of software and license users.

To work as a Help Desk Support Specialist, you should have a Bachelor’s degree in Computer or Information Science, with professional certifications being extremely beneficial. Help Desk Support Specialists should demonstrate familiarity with PC repair and network management, resourcefulness and analytical skills, ability to solve problems in a timely manner, and a service-oriented and organized personality.

For many people, writing a resume can be daunting. If you are working on your own, it is easy to become overwhelmed with the amount of information you need to include and how best to present yourself.

The sample resumes below provide great examples of how to write an effective resume.

The Best Help Desk Support Specialist Resume Samples

These are some examples of accomplishments we have handpicked from real Help Desk Support Specialist resumes for your reference.

Help Desk Support Specialist Resume Sample 1

Restored corporate-wide email service in less than 10 hours after a disaster utilizing customer account data and default security settings.
Received recognition from the team leader for resolving an escalated issue through creative problem solving by leveraging my abilities across multiple systems to create a pathway toward resolution.
Achieved six months of 100% uptime on all hosted servers by developing and executing standards and procedures that streamlined patching and maintenance processes while minimizing risk to services.
Recognized for delivering exceptional customer service over the phone while providing technical guidance, troubleshooting issues, and working with other teams to escalate potential problems effectively.
Gained experience administering advanced infrastructure such as SANs (Storage Area Network), VLANs (Virtual Local Area Networks), and data management software by working as a database administrator intern.

Help Desk Support Specialist Resume Sample 2

Managed service requests for triage, problem determination, escalation to 3rd level support or vendor, and fulfillment.
Aided in the development of technical standards and procedures by leading a team that helped design new equipment and software.
Exploited opportunities for process improvement by developing a ticketing system application for use by customer service agents.
Dedicated superior performance as server administrator during upgrade from Windows 2003 to 2008; recognized as “go-to” person by senior members of staff.
Provided second tier help desk support via remote desktop software using Citrix XenApp 5 on Microsoft Windows 7 platform; enabled first line technicians to resolve% of cases without 3rd tier escalation.

Help Desk Support Specialist Resume Sample 3

Managed incoming calls to the help desk.
Ensured that all requests are handled within the company’s guidelines, policies, and procedures.
Provided first-level technical assistance to our customers via telephone and remote monitoring software.
Created scripts to efficiently perform end-user training for new employees on standard processes such as email, messaging, and network connectivity.
Handled escalated issues from second level support service providers by using advanced analytical techniques.

Help Desk Support Specialist Resume Sample 4

Launched new company standard of customer service by resolving more than 100 calls within ten minutes.
Trained and supervised less experienced employees with an average increase of three times in call volume efficiency during my tenure.
Promoted to team lead with increased performance objectives; able to manage time, prioritize projects, and effectively communicate with both supervisor and workers.
Received recognition for creating a self-recovery plan that prevented system crashes after predicting possible software failure at the beginning of the day.
Recognized by peers as most dependable employee who always exceeds expectations; selected for support position where I am now responsible for all desktop support requests within the department. I also maintain the inventory of desktop components.

Help Desk Support Specialist Resume Sample 5

Provided customer support via phone, email, chat and/or trouble ticket for end users with laptop, desktop, mobile device issues.
Contributed significant experience in all aspects of IT infrastructure including hardware installation, network design & implementation, software deployment/upgrades, disaster recovery planning and testing.
Devised optimal plans to resolve technical problems with the goal of achieving 100 percent customer satisfaction.
Developed extensive understanding of complex business applications by providing second level support for business systems.
Enabled large number of concurrent users to work productively by maintaining servers with 98% or better uptime.

Help Desk Support Specialist Resume Sample 6

Troubleshoot and resolve technical issues with users, computers, hard drives, printers, memory, software applications (i.e., Internet Explorer), e-mail client (i.e., Outlook).
Installing software; identifying any computer problems; resolving these problems within the appropriate time frame.
Identify needs of customers; generate quotes for complex hardware/software equipment; prioritize tasks to guarantee timely completion of projects.
Received Golden Hammer Award for outstanding customer service (highest honor awarded by company).
Documented all activity performed on each ticket in ticket management system; maintained organized records to meet departmental goals and objectives for first draft of year 2006.

Help Desk Support Specialist Resume Sample 7

Provided first-tier customer service and support through telephone, email, or live chat to end users seeking assistance with product downloads.
Utilized knowledge of scripting languages to troubleshoot the automated system that determined whether a particular computer was allowed access to the network. Identified related problems and their possible causes.
Managed multiple concurrent projects from inception to completion; initiated a new project by obtaining approval for a platform upgrade, conducting a feasibility study, developing a business case, managing staff activities and providing regular project updates.
Implemented several upgrades for existing systems by assessing current environment and designing solutions to meet clients’ needs. Replaced hardware components including monitors, keyboards, mice as well as scanners and copiers.
Acted as liaison between IT, development, operations, and management to ensure an efficient working environment existed.

Help Desk Support Specialist Resume Sample 8

Executed project management duties for a team of support technicians to enhance technical troubleshooting skills.
Provided 1st tier customer support including hardware diagnostics and problem resolutions. Identified and documented existing issues, presented results at weekly meeting with managers, and propose solutions in an email sent to the team.
Facilitated over $60 million dollars in equipment upgrades worldwide through superior communications and organization skills.
Transformed help desk process by introducing self-service knowledge base portal; reduced average time spent answering common questions from 10 minutes per ticket down to 3 minutes per ticket resulting in increased customer satisfaction and available work time savings of 300%.
Authored internal training program on computer software programs; trained company technicians to provide technical support for customer issues.

Help Desk Support Specialist Resume Sample 9

Helped users with the process of resetting their password over the phone, after verifying account information.
Answered phones or responded to e-mails from users who were having technical problems via telephone and/or computer.
Listed systems for which tickets have been opened and not updated in a certain period of time, sending messages to appropriate personnel so they could update the tickets accordingly.
Assessed hardware failure affecting production servers and user access by performing a failover without down time using Remote Desktop Connection.
Reduced ticket backlog during peak usage times within customer groups by 20% within one month through training six new Customer Support Representatives on the imaging tool used.

Help Desk Support Specialist Resume Sample 10

Provided support via telephone, email, and fax to over 500 users of the company’s computer systems.
Installed seven workstations for new employees; recognized by the Department Supervisor for outstanding performance.
Collaborated with IT managers in optimizing existing software programs to maximize network speed and minimize server downtime.
Assisted customers through email correspondence after-hours when issues could not be resolved during regular working hours.
Resolved multiple incidents within tight deadlines during service outages to ensure high levels of customer satisfaction.

Wrap Up

Resumes are a crucial aspect of any job search. In order to make a good first impression, it is important that your resume be formatted and written professionally. To create the perfect resume, think about what skills and qualities you want your future employer to see.

Hope these samples gave you an idea of what your resume should look like and some tips on how to make sure that your resume stands out from the rest.

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