Sample Resume Help Desk Agent

In today's fast-paced business environment, a well-crafted resume can make all the difference in
securing a Help Desk Agent position. At BestResumeHelp.com , we understand the importance of
presenting your skills and experience effectively to stand out in a competitive job market. Our
Sample Resume for Help Desk Agents serves as a valuable resource to guide you in creating a
compelling resume that highlights your qualifications.

Key Features of Our Sample Resume Help Desk Agent:

1. Clear and Concise Format: Our sample resume is structured to present your information in
a clear and concise manner. A well-organized layout ensures that hiring managers can quickly
identify your key strengths and accomplishments.
2. Professional Summary: Start your resume with a powerful professional summary that
highlights your expertise and enthusiasm for providing exceptional help desk support.
Showcase your key skills and set the tone for the rest of the document.
3. Tailored Skills Section:The skills section in our sample resume is carefully curated to
include the essential technical and interpersonal skills required for success as a Help Desk
Agent. Customize this section to align with the specific requirements of the job you're
applying for.
4. Work Experience Highlights:Detail your relevant work experience in a way that
demonstrates your impact and contributions. Use quantifiable achievements to showcase
your ability to resolve technical issues, provide excellent customer service, and contribute to
team success.
5. Education and Certifications: Highlight your educational background and any relevant
certifications that enhance your qualifications as a Help Desk Agent. Clearly present this
information to instill confidence in potential employers.
6. Action Verbs and Keywords: Utilize powerful action verbs and industry-specific keywords
throughout your resume to grab the attention of applicant tracking systems (ATS) and hiring
managers. Our sample resume incorporates effective language to enhance your resume's
visibility.
7. Customization Tips: Tailor our sample resume to match your unique experiences and
strengths. Use it as a template to create a personalized document that reflects your individual
qualifications and aspirations.

At BestResumeHelp.com , we are committed to providing valuable resources to help you succeed in

your job search. Our Sample Resume for Help Desk Agent is designed to assist you in crafting a
resume that stands out and captures the attention of potential employers. Order our professional
resume writing services to receive personalized guidance and support on your journey to securing
your dream Help Desk Agent position.
Ability to learn and apply technical information in a fast-paced, demanding work environment.
Thorough knowledge of Windows and Microsoft Office 2010 applications. I seek positions where I
can leverage my experience to help improve a company's financials through the use of technology.
Time management skills with the ability to prioritize and schedule daily activities for the most
efficient use of time. Ability to handle sensitive and difficult situations in a professional and
responsive manner; ability to exercise own judgment. Updated personal contact information as
needed for clients. Collaborate with directors and managers to create better processes for team
management and ticket resolution. Manage IT ticketing system and self-service portal using Cireson
and MS Service Manager solution. Our professional designs are tailored to beat the ATS and help
you land your dream job. Acted with Human Resources to keep our Active Directory and Global
Address list current by deactivating terminated employee accounts and creating accounts for new
hires. Gathered problem information and determined criticality. Supervision and deployment of life
cycle development upgrades. COTS in use: SharePoint 2013 (testing SP 2016), Visual Studio 2015,
MS Team Foundation Server 2013. Effective PC skills (Excel, Word, Outlook, PowerPoint, etc.).
Critical thinking skills and experience making decisions in a fast paced, dynamic work environment.
Standardize equipment purchases to a single vendor to leverage buying power as well as reduce the
complexity of the support structure. Adhering to security guidelines when issuing the License String,
ensuring the customer is on a maintenance agreement, and verifying licensing features. Communicate
job status information to all team members. Manage a portfolio of contract sales that represent
unique support implications to your support analysts. Knowledge of the ODNI structure and mission
and its relationship to the IC. Special consideration given to candidates with IT asset management
(ITAM) experience and a desire to be involved in helping to manage our asset management process.
Evaluate and prioritize calls, walk-in traffic and e-mail request for assistance. Conduct user
acceptance testing prior to software releases and fixes to existing software. Implemented a Wasp
hardware asset database and tagging system to improve the ability to plan for staffing changes and
maintain the necessary tracking of hardware assets throughout the organization. Responds to
customer calls, e-mail, chat, and other request tools for technical support. Responsible for managing
the service desk open ticket report (Right Now). Skills: Group Fitness Certifications, including
SilverSneakers. Displays sensitivity to callers' needs and situations. Incumbent reviews and processes
new user access requests for the Radio Systems Development Unit (RSDU) database including
evaluation of access requirements and corresponding with all FBI field office Telecommunication
Managers and DOJ component representatives. Assignment and prioritization of tickets were critical
to the service of our customers.
Provided assistance to Technical Support Agents to resolve escalated trouble calls from the Technical
Support Floor. Interviews user to collect information about problem and leads user through
diagnostic procedures to determine source of error. Assertive and self-driven to achieve consistent
performance improvement in self and employees. Strong analytical, problem solving and decision
making skills. Maintain Help Desk staff including staff selection, scheduling, formal performance
evaluations; Assist, guide, and train team in assigned functions. Take ownership of customer
problems and follow up on behalf of the customer and communicate progress in a timely manner.
Minimum of two (2) years of demonstrated knowledge and experience of effectively working with
MS Office Suite applications such as Word, Excel, PowerPoint, and Access or equivalent
applications. Handling password reset requests and responding to email promptly. Requires
experience to diagnose problems and determine the appropriate groups or individual to escalate the
issue to. Aid in the production of all network, systems, security, and user documentation. Work with
vendors and business teams to deliver cloud based software solutions. Ability to act in a responsive
manner to customer inquiries and requests; escalating the most difficult clients or matters as
necessary. Maintains a positive and flexible approach toward changes that are introduced in the
environment on a continuous basis. Identifies, documents, and tracks all action items to completion
and provides status. Establish positive employer-employee-customer relationships and promote high
levels of employee morale. Ability to build rapport and elicit problem details from internal customers.
Estimate resource needs and ensure adequate staffing in order to meet assigned activities and
predetermined completion dates efficiently. Incumbent serves as the Primary Help Desk
Administrator, managing LMR-NET user accounts in Active Directory and KMF server accounts on
the LMR-NET KMF east and west servers. Good understanding of core operating system
technologies including installation and configuration; hardware components and their functions; and
major desktop components and interfaces, and their functions. The job description involves resolving
simple problems, escalating issues to specialized IT team, and reporting issues to team leads. Perform
wide range of technical functions inherent in managing hardware and software, including set up,
operation, maintenance, modification, testing, calibration, and troubleshooting of networked
computer systems. Report security and spectrum interference incidents and execute corrective
procedures accordingly. Assembled Standard computer systems for budgeting purposes. Call center
supervisory experience or equivalent (Preferred). High energy approach to work, yet ability to stay
calm under pressure. Demonstrate quality communication skills and exhibit a high level of
professionalism with extreme sensitivity to customer satisfaction. Microsoft and Apple business and
productivity applications, including Office, Project, iWorks. Ability to work under time pressures
while maintaining a customer service attitude. Managed SQL database and synced the data onto 7
big screen LCD televisions. Performs installations and changes to user's workstations and assign
requests to other technical staff member as needed. Act as a single point of contact for phone calls
and emails regarding client Portal and Applications.
Analyzed call activity and identified trends for reporting, training, and scheduling purposes.
Conduct user acceptance testing prior to software releases and fixes to existing software. Skills:
Microsoft Office, Word Press Website Software. Researched issues in an internal database using
SQL, duplicated problems on local systems provided solutions and escalated cases as needed.
Design a marketing plan to promote services provided by the help desk to company employees.
Provide performance guidance and feedback including annual employee performance appraisals.
General working knowledge of web based applications such as the Internet, Wide Area Networks,
and Local Area Networks. COTS in use: SharePoint 2013 (testing SP 2016), Visual Studio 2015, MS
Team Foundation Server 2013. Analyzes moderate to complex issues and determines appropriate
technical area or vendor to resolve problems. Maintains written documentation for each call;
escalates complex problems to the next level of support as required by documented procedures;
communicates efficiently and effectively with customers. Maintain current knowledge of Internet
Banking, Bill Pay, Remote Deposit Capture, and Mobile Banking by attending applicable conference,
seminars, and participating in Users Groups. Scroll down and you might just find the perfect
Resume example for your designation or area of expertise. Executed sales, service and customer
experience initiatives during outbound calls. Technical Knowledge in System Administration,
Network Maintenance, Server monitoring and willingness. Followed state and departmental policies
and procedures so that all administrative tasks were complete, all approved positions were filled
within the allotted time frame, all direct reports were fully aware of performance expectations and
appraisal scores were justified with reasonable examples of performance. Supervises, plans and
prepares work schedules according to budget, workload, and business objectives. Experience in
troubleshooting hardware, software and network connectivity issues. Primary focus is on daily
deliverables of routine and defined outputs. Assists the department manager in establishing
processes, procedures and polices for the Enterprise Help Desk. Act as Business unit Crisis Manager,
responsible to work with the Crisis Management Team to elaborate procedures, training exercise and
ensure Business Continuity Plan. Implement intranet to use as a method of self-help for customer
issues. Our professional designs are tailored to beat the ATS and help you land your dream job.
Maintain a variety of business data, providing associated information and producing reports.
Assembled Standard computer systems for budgeting purposes. Tailor your resume by picking
relevant responsibilities from the examples below and then add your accomplishments. Find
inspiration for your own resume and gain a competitive edge in your job search. Assignment and
prioritization of tickets were critical to the service of our customers. Responds to inquiries and
requests for assistance with organization's computer systems or PCs and resolves customer inquiries
for one or more products or services. Skills: Powershell, Active Directory, Desktop Support,
Documentation, Citrix, AS 400, Sharepoint. Qualified and Experienced Personnel (SQEP) for the
roles they are to undertake. Strong leadership skills, with the ability to coach and mentor others.
Flexible work habits, ability to prioritize planned and unplanned customer needs. Preferred skills:
Remote computing, technical troubleshooting, help desk, PC hardware, PC software, server
hardware, server software, application development tools, hand-held device software. Ability to
install, maintain, and upgrade operating systems and applications for the Microsoft Advanced Server
environments, including Windows 2003, 2008, and 2008 R2 Servers, Active Directory, DHCP, and
DNS. Ensure all customer's questions are answered and issues resolved. Experience with; Windows,
XP, 7, 8, 10, and Vista; Microsoft Office. High volume call center serving as the primary interface to
internal and external customers. Responsible for the planning and managing the workflows of IT
projects. Engage in personal and professional development to stay current with the demands of the
position. Support Video Conferencing Telecom solutions and meetings. Significant experience with
PC configuration and deployment. Collected information from callers and restored network services.
Able to multi-task with strong communication skills (both verbal and written) as well as good
interpersonal skills. Experienced in relay analysis, protection and control engineering, and technical
support for a major utility company. Handles Identity and Access Management; provisioning,
supporting, and disabling user accounts and profiles. Minimum 1 year (Service Desk, Call Center, IT
Help Desk ). Strong leadership, organizational, and time management skills. Assisted telemarketing
floor with PC problems on a daily basis. Provide timely, constructive, and honest feedback to
Analysts, peers and others. Consult with management and staff across IT to coordinate and
communicate activities. Excellent understanding of ITSM Incident Management. Work well under
strict deadline schedules with attention to detail. Displays sensitivity to callers' needs and situations.
Monitor request tracking system used to ensure consistent level of service and quality outcomes for
our users. You'll receive a real-time score as you edit, helping you to optimize your skills, experience,
and achievements for the role you want. Skills: Acronis data backup administration, Paragon Ghost
imaging. Monitor the effectiveness of systems, policies and procedures and make appropriate
recommendations to ensure daily operations run smoothly and efficiently; implement approved
changes. Video production and playback applications, including QuickTime Pro, Final Draft,
Fluendo. Evaluate and prioritize calls, walk-in traffic and e-mail request for assistance. Evaluate and
resolve customer information system problems, Effect required hardware upgrades and repair to
maintain mission capability. Ability to identify and evaluate problems to determine root causes.
High volume call center serving as the primary interface to internal and external customers. Capacity
to technically support Windows operating systems to include XP, 7, Server 2003, 2008, and 2008
R2. Thai citizenship or permanent residency is required. Incumbent serves as an interagency
coordination and consolidation point for multiple issues, including but not limited to. Installing and
troubleshooting integration issues with desktop and production applications. Experience working
with SMS Remote Controls REMEDY Service Desk Express for ticketing system to track incoming
desktop requests from initiation to completion. Good oral (especially telephonic) and written
communication skills. Perform other duties as assigned by management Non-Essential Functions.
Evaluate and prioritize calls, walk-in traffic and e-mail request for assistance. Ability to learn ISS
structure and policies sufficient to serve as a resource for questions, referrals, and documentation in
regards to the Help Desk. Executes backups and repairs for PCS; installs and configures desktop
products in network environments. Represent Mac Tools in a professional and courteous manner
through quality phone conversation and written correspondence. Ability to supervise and motivate
team members effectively. Contribute to achievement of departmental and company goals for
service, quality assurance and asset control. Used Active Directory to reset user passwords and
unlock accounts. Offers fitting and creative solutions for client issues which meet all previously
fixed quality standards; escalates calls within the given time guidelines. These servers included;
Domain Controllers, Exchange Servers, Kaspersky Antivirus Servers and the Barracuda Anti-Spam
appliance. Ability to communicate in an understandable, polite and friendly manner, both written and
verbal. Proficient in creating and maintaining user accounts with Active Directory. Oversee more
complex maintenance tasks, computer system and peripheral equipment repairs. Ability to learn
current Community Databases and portals access and certification procedures. Collaborate with
internal partners (Field Service, Warehouse, Calibration, PTS) to promote team communication and
maximize customer satisfaction. Met and exceed assigned goals for customer experience and
reputation, sales and service, revenue and productivity. Analyzes moderate to complex issues and
determines appropriate technical area or vendor to resolve problems. Maintains written
documentation for each call; escalates complex problems to the next level of support as required by
documented procedures; communicates efficiently and effectively with customers. Provided timely
and accurate information to incoming customer order status and product knowledge requests. Able to
maintain a flexible schedule, including evenings and Saturdays. Experienced with Active Directory -
Creating user accounts, groups, reseting passwords, etc. Capacity to troubleshoot, install, configure,
and upgrade software. Demonstrated experience in working on a team with emphasis on ability to
collaborate. Provide direction on secure devices demand and planning to assist the employee base for
the future.
Experience in troubleshooting hardware, software and network connectivity issues. Help desk or
customer support environment supporting various hardware, software and personal computer tools (2
years). Assist customers with a device set up and device education. Supervise IT Help Desk and
ensure that the business is receiving timely and required technical services. Analyze system
capabilities to resolve questions of program intent. Entered information into an automated trouble
ticket system and submitted it to the appropriate Response Technician for prompt resolution.
Supervises a group of subordinate staff responsible for technical support and performs technical
support work of extraordinary difficulty and complexity. This way, you can position yourself in the
best way to get hired. Experience with Remedy help desk ticketing system and other Windows
based software a plus. Incumbent serves as the Primary Help Desk Administrator, managing LMR-
NET user accounts in Active Directory and KMF server accounts on the LMR-NET KMF east and
west servers. Experience with updating and patching Windows desktop systems. Employers typically
want their candidates to possess any education past an HSD or GED. Prioritize work load based on
the severity of issue and end user needs. Helped to track and monitor the time required to complete
phone and email requests received by the Help Desk as a whole and per each analyst by referencing
information from each incident reported through the Unicenter Service Desk program. Provide
direction on secure devices demand and planning to assist the employee base for the future. Must be
able to remain in a stationary position for an extended period of time. This includes enabling access
to databases; assisting users as they register their certifications, and troubleshooting problems as
needed; troubleshooting and interpreting personnel security database records and maintaining
familiarity with multiple community databases. Managed a team of 3 help desk techs providing
support to a mobile fleet of employee laptops and site support for desktops for 250 employees over 8
sites throughout the Southeast. Must possess an active TOP SECRET security clearance; US
Citizenship is required, due to the nature of the contract. Contributes to the implementation and
maintenance of Active Directory Group Policies and Local Group Policies to ensure endpoint
hardening methodologies are achieved. Under general supervision of HD Supervisor, takes direction
on advanced project execution. Maintains a positive and flexible approach toward changes that are
introduced in the environment on a continuous basis. Provide direction to staff consistent with
UnitedHealth Group vision and strategies, and department goals and objectives. Primary focus is on
daily deliverables of routine and defined outputs. Tailor your resume by picking relevant
responsibilities from the examples below and then add your accomplishments. Experience managing,
mentoring, or supervising help desk personnel. Develop and maintain problem resolution procedures
in the knowledgebase and review with team. Capacity to troubleshoot, install, configure, and
upgrade software. Continually seeks opportunities to improve our HSE performance by establishing
objectives and targets, measuring progress, and reporting our results. Coordinate with and support
business and functional groups.
Excellent understanding of ITSM Incident Management. However, all candidates must have at least
a four?year high school diploma or its educational equivalent and two years of satisfactory full?time
experience, acquired within the last seven years, as described in ?1? above. Skills: Microsoft Office,
Help Desk Administrator. Perform all duties in accordance with safety rules and regulations.
Effective PC skills (Excel, Word, Outlook, PowerPoint, etc.). Interact with customers and co-
workers to diagnose and resolve problems. Client data backup and restore (EMC Networker,
Windows My Documents sync, OS X portable home). Coordinates and evaluates section operations
and activities; recommends and implements improvements and modifications; and prepares various
reports on operations and activities for management. Use courtesy, tact and discretion in all
communications with customers. They also produce training manuals, train computer users, and
maintain computer systems on a daily basis. Provided computer help desk support and technical
training to end-users. Created Project Plan and managed the deployment of Windows 7 upgrade and
PC refresh by anticipating problems, assessing risks, and communicating to end-users to assure
project quality and timeliness. Researched, resolved, and responded to questions received via
telephone calls, letters, emails and call backs in a timely manner. Oversee cases in the Clarify system
to ensure a timely completion of problem cases. Experience writing Standard Operating Procedures
(SOP), training guides, quick references, tutorials, and User Guides. Supervise, coordinate and train
staff members in methods and procedures as required Maintains the asset records and license
compliance of all users desktop and laptop hardware and software. Excellent speaking and written
communication, strong interpersonal skills, strong customer service and relationship management
skills, knowledge sharing, and quality assurance. Assist customers with a device set up and device
education. Provide performance guidance and feedback including annual employee performance
appraisals. Good understanding of core operating system technologies including installation and
configuration; hardware components and their functions; and major desktop components and
interfaces, and their functions. Referred complex issues through an escalation process to Sr. Resolve
most of the IT tickets that come in and escalate the ones that need to escalate in a timely manner.
Experienced with Active Directory - Creating user accounts, groups, reseting passwords, etc. Some
knowledge of Active Directory concepts and administration. Support network and e-mail
connectivity, computer operating systems, hardware and software, internally developed applications,
mainframe and mid-range operations. Skills: Support Analyst, Network Technician, Help Desk.
Report weekly to management on operational problems, plans and progress. Flexible, self-starter that
thrives in high volume, fast-paced environments. Promote best practices to enhance and improve
organizational processes. Resolve a wide array of issues relying on a knowledge base and established
procedures for effective execution.