IT HELP DESK RESUME
Resume of Name Surname
Key Achievements
Received employee of the month twice in two years.
Was promoted to shift supervisor.
Installed a wireless network spanning thirty rooms.
Installed and operated the company's first trouble ticket system. This system now manages over 500 issues a month and is central to the support function.
Career Goal:
To be successful in a service oriented role that includes lots of interaction with people and that challenges me to continue to develop on my previous computer experience and training.
Education:
2008 to 2009 - Completed a Certificate in Business Technology from IT-Pathways.Subject - Core Business Information SystemsSubject - Quality Communications ISubject - Quality Communications II (Difficult Clients)Subject - Operating SystemsSubject - Computer and Network HardwareSubject - Effective Service DeliverySubject - Help Desk Ticket Systems2008 - XYZ High SchoolSubject - Computers and Technology (A+)Subject - Mathematics I (B+)Subject - Physics (A-)Experience:
2008 to 2009 - Help Desk Operator/Computer Technician (part-time)
Help desk duties included attending to customers in the front counter as well as answering phone queries. Technology assistance included helping with a range of areas that have been listed below. Many assistance calls involved helping with functionality, bugs or upgrades. Some calls involved troubleshooting hardware issues.
Collaboration and ProductivityMicrosoft OfficeMicrosoft OutlookInstant MessengerInternet Explorer, Firefox, SafariOperating SystemsMicrosoft WindowsMac OS - Snow LeopardNetworks3Com and Cisco switches3Com and Cisco routersCisco wireless access pointsPC HardwareMotherboardCPU RAMHard diskPower SupplyDVD drives2006 to 2008 - Burger Land (Casual)
Duties included serving customers, handling cash/eftpos, working with the register system, balancing the till, answering phone calls and keeping the front desk tidy and organized.
Resume Writing Tip
Help desk is a service oriented role. Ensure that you show strong communication and interpersonal skills through examples and previous experience. Previous experience may include part time jobs, work experience, club memberships and interests
.
Help desk departments often monitor the number of jobs opened, completed and escalated by the department. For this reason, it may pay to discuss your ability, willingness and experience with jobs that serve many customers in a single day. If you have had good accolades such as employee of the month with service oriented jobs it may be a good idea to note that in your application.
You may also be required to liaise with other technical teams in order to escalate issues. Demonstrating technical knowledge and the confidence to escalate issues by communicating an accurate description of the problem, it's scale (that is the number of users it is affecting) and other important details such as the incident start time may help to show your suitability to the job. Specialist technical teams can be hampered in their recovery efforts by misinformation, so demonstrating a willingness to collect facts may also help.
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