To create a effective resume for a help desk position, focus on showcasing your time/management skills, technical skills, customer service experience, and problem-solving abilities. Below are some key points to include:
- Summary/Objective: Begin with a concise summary highlighting your technical expertise, customer service skills, and relevant experience in resolving issues. These issues could be IT related, staff related, working as a team member and so much more. Remember any life experience helps towards getting your foot in the door.
- Technical Skills: List your proficiency in:
- Operating Systems (Windows, macOS, Linux)
- Software applications (Microsoft Office, Adobe Creative Suite, etc.)
- Networking fundamentals (TCP/IP, DNS, DHCP)
- Help desk tools and platforms (Retain Helpdesk tool, etc.)
- Work Experience: Emphasize your customer-facing and technical support experience roles, highlighting:
- This experience may not necessary be in an IT or Helpdesk role. All experience helps and prepares you for the position of your choice.
- Issue resolution and troubleshooting skills
- Communication and interpersonal skills
- Ability to work under pressure and meet deadlines
- Experience with ticketing systems or tracking software (this could be a simple worksheet or some extensive and custom software
- Education: Include relevant certifications, training, or degrees in computer field, IT, or a related field (management, customer relations are some examples)
- Achievements: Quantify your achievements by including metrics such as:
- Customer satisfaction ratings
- Issue resolution rates
- Team growth and scaling (if applicable)
Example Help Desk Resume
John Doe Help Desk Specialist
Summary:
- Experienced support professional with 3+ years of customer-facing technical support experience, proficient in Windows, Linux and macOS operating systems, and skilled in troubleshooting and resolving IT issues.
Technical Skills:
- Operating Systems: Windows 10, macOS High Sierra
- Software Applications: Microsoft Office, Adobe Creative Suite
- CompTIA IT Fundamentals
- CompTIA A+
- Networking Fundamentals: TCP/IP, DNS, DHCP
- Help Desk Tools: If any list here
Work Experience:
- Support Technician, private helping family and friends (2018-2024 part time)
- Resolved 95% of technical issues on first contact
- Maintained 98% customer satisfaction ratings
- got many referrals from existing customers
- Technical Support Representative, ABC Inc. (2015-2018)
- Answered and evaluated 1,000+ customer inquiries and support requests during this period
- Utilized ticketing system to track and update support interactions
Education:
- College Degree in Computer Science, [University Name] (2015)
Achievements:
- Consistently met or exceeded customer satisfaction targets
- Improved issue resolution rates by 20% through process improvements and training
Remember to tailor your resume to the specific job description and highlight your unique strengths and experiences.