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Additional Customer Service Resume Samples
Help Desk Support Resume Samples
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10+ years of experience
Responsible for 24/7 department coverage working on-call response to system alarms, and recovering failed systems and applications.
- Troubleshot system performance in absence of System Analyst or the Director ensuring technical and support control efficiency.
- Assisted with launching new start up programs working closely with personnel to perform suitability reviews by learning and implementing protocols and engaging client awareness.
- Prepared correspondences, maintained client appointment logs and records, and provided ongoing support to build rapports and disseminate information.
- Attended medical presentations and seminars to ensure thorough knowledge and awareness regarding latest and new healthcare product on the market.
0-5 years of experience
Provided customer service on multiple health insurance applications and systems in the production, operation, distribution and maintenance stages
- Researched and resolved issues/inquiries daily
- Escalated issues to the proper help desk associate when necessary and followed up on any escalated issues, all within a timely manner
- Communicated thoroughly with client representatives and customers, enabling effective information exchange and efficient process management
- Documented all inquiry activities in the appropriate reporting system
- Provided responses to inquiries in writing using professional email skills
0-5 years of experience
Assembled and disassembled desktop and laptop computers for repairs and added RAM.
- Installed Windows XP/Vista/7 and Server 2008 R2.
- Subnetted a Class C network ID to provide 5 subnets, each subnet supporting 30 hosts.
- Configured a network, using a 2960 Catalyst switch, Windows Server 2008 R2 and Windows 7 clients and applied the new subnet addresses and new subnet masks.
- Created Organizational Units, User Accounts, Groups, and assigned NTFS permissions.
- Disabled Windows Firewall on host machines to allow connectivity in the segregated network.
- Installed Virtualbox and created multiple VMs and installed Windows Server 2008 R2 and Windows 7 64bit and configured the VMs to participate in network requirements.
0-5 years of experience
Create support tickets using Connect-Wise web based ticketing system to accurately document files.
- Responsible for assisting our Network team with monitoring the Windows 2008 R2, and 2012 Servers.
- Installed, repaired, maintained, and upgraded Windows desktop and Windows notebook computers.
- Worked the Help Desk providing PC and Mobile support, diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades.
- Knowledge of remote desktop connections, peer to peer file sharing and other applications associated with remote IT assistance.
- Ability to handle different clients and different systems simultaneously
- Answered phone calls, greeting clients, and scheduled appointments.
0-5 years of experience
Provided remote support for the installation and configuration of new computer hardware and software.
- Handled 150+ daily inbound calls while providing superior customer service to customers as it pertains to account support, billing and technical support.
- Made outbound service calls to resolve customers’ problems and inquires, including but not limited to tech support and account information.
- Ensured to compute all relevant information into customers account for future referencing.
- Administered repairs, upgrades and completed configuration of PC’s and related peripherals.
0-5 years of experience
Provided computer help desk support via telephone communications for over 300 end-users, and about 20 calls daily.
- Resolved problems within Microsoft office (outlook, excel, etc.).
- Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, etc.
- Installed, repaired and setup computer peripherals
- Performed set-up, break-down, and transport of company electronic equipment on an as-needed basis.
- Attained some and basic knowledge of RPG IV Programming on the AS/400.
6-10 years of experience
Enhanced in troubleshooting analyzed internet, voice and video connectivity issues to rectified
- Answered user inquiries regarding computer, email, phone connectivity, software or hardware inquires to resolution or escalated
- Prepared equipment for employee use, performed or ensured proper installation of services, operating systems, or appropriate software
- Maintained records of every of communication transaction in call tracking system, problems and remedial actions taken, and next steps and contacts to resolution
0-5 years of experience
Created images for mass deployment to over 10 different computer labs using Norton Ghost
- Used troubleshooting skills to diagnose and repair PCs and Laptops
- Performed software installations and regularly scheduled updates
- Supported and maintained printers
0-5 years of experience
- Answered client inquiries in person, email and via telephone concerning systems and network operations.
- Identified problems, diagnosed causes and determined corrective actions for mobile devices,
- Provided technical assistance to customers via telephone, email or in person.
- Created and detailed trouble tickets and entered them into a database and correctly refer them to the appropriate team members.
- Provided assistance via remote control service in order to install software or resolve an issue
- Created and removed customer accounts via Active Directory
0-5 years of experience
Provided Tier 1 help desk customer service, application, and hardware support for international financial corporation
- Assisted in training of new hires to company standard
- Provided solutions to customers in a timely fashion through both Phone and Web communications
- Provided assistance in maintaining Voice Over IP Phones (VOIP)
0-5 years of experience
- Provided timely Help Desk Support to end users and clients
- Reported on Production Support and collaborated with the team to deliver resolutions quickly and efficiently
- Maintained open communication lines with the client, working to continually improve the product
- Performed manual QA Testing within strict time constraints while accurately recording results and communicating them to the team for action
- Wrote User Documentation to provide users and the client with clear, accurate and easy to follow instructions.
0-5 years of experience
Provided first line support for customer inquiries, problems, and/or requests including web portal
- Assisted customers in understanding request status
- Record and track customer information on inquiries, problems, and/or requests utilizing the work management system
- Experience with federal IT security policies and procedures.
- Experience with User account management in Active Directory.
- Identified opportunities to improve IT&T Enterprise customer service
0-5 years of experience
- Provided support to over 300 end users
- Installed, configured and provided support to peripherals across the unit
- Assisted in the creation and modification of user accounts
- Created & submitted trouble tickets to local service desk
- Tracked user issues via in-house tracking system
0-5 years of experience
Utilized ticketing system to complete various IT requests
- Provided customer service via email/phone to 60+ students and employees daily
- Applied knowledge of computer to create videos to assist with technical support
- Develop new programming methods and processes to interact with customers
0-5 years of experience
Provided computer, printer, scanner, and software support for all provost offices
- Used Active Directory (AD) to manage users, printers, and computers
- Performed hardware and software upgrades to office computers
- Managed servers on Virtual Machines
0-5 years of experience
Answer inbound calls
- Answered telephone inquiries on products and services
- Demonstrated ability to log all notes and follow-up information accurately
- Resolved problems of Staff and Students computers remotely
0-5 years of experience
Excellent troubleshooting and problem resolution skills which Includes remote support as a part of a service desk.
- Ability to prioritize work related tasks and perform as a member of a quick response user-response team.
- Ability to adhere and commit to deadlines and resolve customer issues as part of a team or working independently.
- Troubleshoot and resolve client problems and provide communications to clients and management.
- Install, maintain and support client hardware and software.
- Maintain a database of problem and change management activities for desktop systems.
0-5 years of experience
- Provided customer support to an employee base of 250.
- Logged and tracked all issues via an online remedy ticketing system
- Managed employee hardware including decommissioning old machines, acquiring new machines, and migrating data
- Prepared new employees and their computers by installing necessary operating system, software, and assigning access levels
- Managed Server room support
- Provided Audix phone system support.
0-5 years of experience
Provide first tier help desk support. Identify any issue that would need to be escalated to level two for support
- Troubleshoot hardware, peripherals and software issues and make the appropriate recommendations.
- Create and resolve helpdesk tickets.
- Perform wire management for all labs and offices.
- Perform printer configuration, install printer’s maintenance kits, and install software updates as needed.
- Configure and install computers in both stand-alone and network environment.
0-5 years of experience
Maintaining and handling excellent customer service calls as a level 1 – 3 Help Desk Support Technician in a fast paced Operation Center environment.
- Prioritizing, organizing, and responding to emails and phone calls.
- Responsible for creating user accounts and managing groups in Active Directory.
- Installations of hardware and software on Windows 7, and 8 operating systems, for mobile devices, computers, printers, and laptop tablets.
- Serving as an on call LAN Administrator, troubleshooting network, and computer systems (hardware and software).
0-5 years of experience
- Performed various administrative duties including filling, answering multiple lines, and billing.
- Performed routine office and clerical support tasks according to well established procedures.
- Effectively managed multiple calendars, schedules, and book travel arrangements.
- Provided a variety of high level administrative functions to support SR VP’s that require polished and professional manner, discretion, and independent judgment.
- Desktop support including virus/malware removal, troubleshooting, configuration, and repair.
- Help manage hardware and software support agreements.
IT Help Desk Support Staff Duties and Responsibilities
IT help desk support staff deals with tasks related to helping end-users use hardware and software properly. We analyzed several IT help desk support staff job descriptions and came up with the following list of the most important IT help desk support staff duties and responsibilities”
Interview Users to Determine the Scope of the Issue IT help desk support staff is a customer service role. To provide good support, they have to be good listeners. This duty requires active listening skills to understand and to remedy the problem.
Diagnose the Root Cause of Hardware and Software Issues IT help desk support staff has to use problem-solving and analytical skills to troubleshoot hardware and software to find the root cause of the issue. They either address the issue or hand the problem to someone who is more qualified.
Resolve Basic Hardware and Software Issues IT help desk support staff is responsible for taking care of basic hardware and software tasks. This includes first-run installations and regular updates of all software, as well as hard-wiring new machines such as CPUs, monitors, printers, scanners, and copiers to their employer’s network. This requires knowledge of WAN and LAN.
Hand Complex Issues up the Chain of Command Some IT issues are too complex to be handled by IT support desk staff. In these cases, they are responsible for keeping the user calm while handing the issue to their direct supervisor.
Train Users on New Hardware and Software Internal IT help desk support staff is responsible for training all employees on new hardware and software. This involves designing and implementing a specific training strategy for each project.
IT Help Desk Support Education and Training
It may be possible to get an IT help desk support position with just a high school diploma if one has the right technical knowledge, but many candidates have at least an associate’s degree in information technology or computer science.
IT Help Desk Support Salary
According to the National Bureau of Labor Statistics, the national median salary for computer support specialists, which includes IT help desk support staff, is $52,160. Those in the bottom 10 percent make less than $29,440, while those in the top 10 percent make above $82,160.
IT Help Desk Support Resources
Many careers in IT begin with the IT help desk support position. Check out the following list of resources if you’re interested in pursuing a career in information technology:
Association for Information Technology Professionals – The Association for Information Technology Professionals has been around since the 1950s and has more than 30 local chapters around the country. This organization values IT education and provides a platform for IT educators to publish their latest research. It also holds several events throughout the year that let students, educators, and practicing IT professionals mingle with each other.
ZDNet – ZDNet has been reporting on the world of information technology since 1991. Its articles cover the entire spectrum of topics related to the IT industry. While some of this information doesn’t apply directly to IT help desk support staff, it is a good blog to follow to keep up with industry trends.
Nerds on Call – Nerds on Call is the blog of an IT consulting firm. It is updated on a regular basis with educational articles, and it has a section of how-to articles for tinkering with technology. It’s a good read for the more technical aspects of being IT help desk support staff.
The Compassionate Geek: How Engineers, IT Pros and Other Tech Specialists can Master Human Relations Skills to Deliver Outstanding Customer Service – To succeed in the role of IT help desk support staff requires more than just technical knowledge; it takes someone who is a good communicator. This book is a great read and reference resource for those who want to improve their communication and customer service skills.
A+ Guide to IT Technical Support (Hardware and Software) – The 9th edition of this top industry resource contains comprehensive visual guides that break down maintenance and management of the most common hardware and software. It is a good desk resource for IT help desk support staff.
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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.
