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Help Desk Agent Resume Samples
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0-5 years of experience
Provided over the phone tier 1 technical support for students, faculty, and other professional personnel at colleges calling the help desk line.
- Acted as the first point of contact for customer software application issues and problems reported to help desk via inbound phone call or email request.
- Provided troubleshooting and resolved hardware, software, and network issues.
- Logged and tracked calls using a web-based ticketing system.
- Researched, calmed and rapidly resolved client conflicts.
- Demonstrated consistent friendly, helpful attitude, empathy and patience while promptly resolving technical issues.
6-10 years of experience
- Effective at rapidly diagnosing problems and communicating resolutions to a wide range of issues from entry level computer tasking to internet connectivity failures
- Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills with novice users
- Efficient with both Windows and Mac operating systems and email clients.
- Provided detailed descriptions of calls with descriptive note taking – escalating to tier II to resolve advanced problems as needed
- Entry level experience with DHCP servers for authentication of equipment and recent connection logs
- Exceeds call-handling goals, closing on average 70% of calls per shift, with a 75% first-call resolution ratio
6-10 years of experience
- Responded to resolve Incident tickets and/or request Tasks via phone, email, web-mail, voicemail, and fax technologies.
- Logged and tracked all calls using ticket tracking system BMC Remedy.
- Leveraged support for domestic, and international clients projects including: Alliance Data Systems, Arrowpoint Capital, Isreal Chemicals Ltd., City of Carrollton TX, Government Health, and various municipalites redlight, and parking solutions.
- Communicated with various support groups to assure SLA’s were being met.
- Escalating issues as needed and maintained communication with customer and Technical teams through resolution.
- Supported various software, desktops, and laptop systems
0-5 years of experience
- Property preservation company which handled foreclosed properties through client work orders such as Ocwen Altisource and Wels Fargo
- Scheduled monthly meetings, data entry processed work orders and assisted contractors with orders
- Promoted to coordinator position as company liaison who arranged all orders before distribution and corresponded with the clients via email, and weekly meeting regarding preservation orders.
- Represented the company in a positive professional manner as face of the company when handling receptionist duties like answering multiline phone and assisting with face to face interviews.
- Promoted to coordinator to oversee properties managed by our client Altisource providing updates to the client covering over seven counties.
- Provide administrative support through emails, voicemails and 800 log requests while adhering to the company policies and procedures.
- Work face to face with vendors who maintain the properties to make sure not only are the clients expectations being meet, but the companies as well.
- Point of contact for standard operating contractor and vendors working in the field on foreclosed properties
- Maintain professionalism in a fast-paced environment
- Meet/exceed quantitative and qualitative goals
0-5 years of experience
- Provide technical support for 200+ users and ensure proper maintenance of workstations, printers, and peripherals.
- Respond to user service requests and expediently resolve trouble tickets to maximize system uptime.
- Deploy new workstations and printers, installing operating systems, applications, and drivers, and configuring network properties and hardware.
- Support disaster recovery plans, performing regular backups and creating Ghost images of workstations prior to upgrades.
- Ensured quick resolution of user concerns and escalated more complicated support issues to senior helpdesk representatives and field service engineers.
- Installed applications and coordinated all hardware / software upgrades
0-5 years of experience
- Providing 100% phone support for desktop applications to internal/remote users using Novell 3.x/4.x, MS Windows 95, MS Office 97, Novell NetWare Admin for MS Windows 95/98 NT 5.1.3, McAfee Virus Scan 3.x, Lotus Notes 4.6, PC Anywhere 8.0, and Microsoft Internet Explorer 4.0
- Troubleshooting errors in any computer-related capacity
- Performing password resets, intruder lockouts, and modification of user accounts using Syscon and Pconsole for resetting printer queues
- Escalating calls to the LAN Administrator or application support personnel for their area
- Communicating with users to ensure satisfaction through skillful escalation and follow-up of problems
0-5 years of experience
- Answering the helpdesk telephone line for requests from field staff.
- Through phone and email, responding to inquiries from field staff for their work on digital based assessments.
- Using the Zendesk ticketing system to organize and follow up with requests from clients through phone, chat, and email.
- Assisting field staff in online training and inquires about the workings of eNAEP, a tablet based assessment program to gather data for the National Assessment of Education Progress.
- Consulting a variety of issues from field staff, including tablet repair and troubleshooting, procedural questions, and troubleshooting printers and computer accessories.
0-5 years of experience
Provide technical and operating system support to end users and install technicians
- Diagnose and resolve technical hardware issues
- Follow standard processes and procedures
- Offer alternative solutions when appropriate
- Stay current with system information, changes and updates
- Research required information using available resources
0-5 years of experience
First responder to users of the Electronic Biomedical Research Applications Portal (eBRAP) database
- Troubleshoot user’s technical problems
- Provide programmatic support with application process for the federal grant programs eBRAP supports
- Routine data entry, quality assurance checks, system and functionality testing
0-5 years of experience
- Ticket Claim Generation for Technical Support in South and Central America
- Ticket Claim Management generated through the [company name] web page.
- Assignment of field engineers and confirmation with them of availability and / or appointment confirmation.
- Parts Ordering generation for [company name] field engineers through telephone calls and / or emails.
- Responsible of Service Level Agreement reports
0-5 years of experience
- Assist callers with technical issues in the system
- Maintain weekly and monthly performance goals set by company
- Provide friendly and efficient customer service
- Help navigate callers through systems
0-5 years of experience
- Provider technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Reset customer passwords
- Redirect problems to correct resources
- Identify and escalate situations requiring urgent attention
- Stay current with system information, changes and updates
0-5 years of experience
- Answered incoming phone calls and emails providing basic IT Troubleshooting
- Password resets and account unlocks via Active Directory and other tools
- Created/modified user profiles in Active Directory
- Provided Bitlocker and PGP recovery keys
- Walked end users through first-level device troubleshooting (rebooting devices, checking cable connections, network connections, verifying correct installations, rebuilding email profiles, installing software
- Remoted into user’s machines to provide administrator credentials for installing software/updating configuration settings
- Escalated issues not resolvable through basic IT support
- Made determinations as to the proper resolver group to send escalations
0-5 years of experience
- Providing resolution for escalated service tickets
- Working with clients to evaluate and solve technical problems
- Evaluating existing systems and/or user needs to analyze, design, recommend, and implement system changes
- Configuring and supporting internal and/or external networks
- Developing and maintaining all systems, applications, security and network configurations
- Troubleshooting network performance
- Recommending upgrades, patches, and new applications and equipment
0-5 years of experience
- Assist with pharmacies around the globe on medical insurance accounts over the phone with pharmacists/technicians/medical assistants and doctors as well.
- Processed medical insurance claims for hospitals and long term care nursing facilities.
- Responsible for viewing the patients’ medical account on their day supply/quantity of the medications the patients take/dates of their next refills/billing/payments of their medications.
0-5 years of experience
- Resetting passwords.
- Troubleshooting Microsoft Office issues, internet browser issues, Java issues, and hardware issues.
- Assisting with submitting requests to resolver groups
Help Desk Agent Duties and Responsibilities
The specific duties help desk agents perform can vary greatly based on the product and industry they support. However, most employees in this role perform these same general tasks no matter what industry they’re in:
Provide First-Level Support When customers call in to get support for a problem they’re experiencing, they get in touch with help desk agents first. These support employees provide first-level support for customers, which encompasses solving basic problems.
Escalate Complicated Problems If the problem is too complicated for the help desk agent to resolve on their own, they escalate it to tier two or tier three support teams. This escalation takes place either through call transferring or ticketing systems.
Follow Up with Customers When help desk agents escalate more complicated problems, the call ends without a final resolution for the customer. It is the help desk agent’s responsibility to follow up with the customer after the problem has been solved to ensure it was resolved to the customer’s satisfaction.
Track Call Performance Help desk agents track how well they do on each one of their calls with customers. This may include listening to previous calls and reviewing surveys left by the customer. After tracking the call performance, the help desk agent works on ways to improve their job.
Recommend Product Improvements Help desk agents are often the first employees to experience bugs or problems with the company’s product. As such, they are responsible for informing their supervisors and other relevant parties about common problems so they can be solved quicker.
Help Desk Agent Skills and Qualifications
Help desk agents are good at solving problems and working with customers. They handle upset customers with poise and can multitask efficiently. Help desk agents should have some experience in the technical support industry but typically don’t need more than a high school diploma to get hired. Successful help desk agents should also demonstrate the following skills:
- Troubleshooting – help desk agents should be able to troubleshoot any problem that comes their way. This requires asking good questions and actively listening in order to determine the real problem the customer is facing
- Technical expertise – having technical expertise in the industry in which they work is particularly helpful for help desk agents
- Conflict management – help desk agents should be adept at conflict management, especially in real time. Since many customers call in upset, help desk agents should be able to calm them down easily
- Communication – help desk agents are always on the phone with customers, so they should be excellent communicators, both verbally and in writing
- Multitasking – providing technical support often involves juggling multiple tasks at once, and help desk agents should be skilled multitaskers
Help Desk Agent Education and Training
Employers typically don’t require successful help desk agent candidates to have any education past a high school diploma or GED. However, those with college degrees have more opportunity to advance in their role. When hired, help desk agents will usually go through job-specific training that teaches them about the ticketing system and preferred phone scripts.
Help Desk Agent Salary and Outlook
The Bureau of Labor Statistics (BLS) lists the median annual salary for help desk agents at $52,000. This salary can vary greatly depending on experience and industry. Employees in the lower 10 percent make less than $37,000 per year, while the highest earners make more than $62,000 per year. Help desk agents may or may not be eligible for company benefits, mostly depending on their full-time or part-time status. If they do get benefits, help desk agents typically enjoy health insurance and vacation and sick time. Some companies require help desk agents to also sell products or services, and these help desk agents may receive bonus incentives for meeting sales goals. The BLS reports that this position is in a period of growth that is higher than average as compared to other industries. As technology continues to grow, help desk agents are needed more than ever.
Helpful Resources
If being a help desk agent intrigues you, reading through the following resources can get you started down this career path:
IT Specialist Help Desk Network – this resource is a LinkedIn group dedicated to discussion for help desk professionals. With over 30,000 members, this group provides a wealth of information for newcomers and experienced help desk agents alike
Getting an IT Help Desk Job for Dummies – navigating through the IT industry can be confusing, but this book helps you cut through all the fluff to get right to the point, using humor and practical knowledge to help you succeed
Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results – with over 700 phrases you can use in your help desk agent role, this book is an incredibly helpful resource. It contains a variety of real-life scenarios that can prepare you for interviewing and working as a help desk agent
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
