Job Description & Responsibilities
In order to be successful in a help desk job, an associate needs to be organized, patient, and a good resource. Help desk resumes are filled with past training experience that would indicate that the associate takes their career seriously. Help desk associates are on hand to help customers with technical issues regarding a product or system. Help desk associates answer calls in a call center environment and provide support for a company’s internal and external clients. Internal clients would be company employees and external clients would be customers. A good help desk resume shows a history of assisting clients to solve issues, resolve product problems, and elevating problems to a management level, if necessary.
Education & Training Requirements
A help desk resume should have a high school diploma as its minimum educational accomplishment. Most companies prefer to train their help desk associates on their specific support needs. For more technically inclined companies, a help desk resume will want to have a minimum of two years of college with an associate’s degree related to either communication or business. Some help desk associates prefer to stay within a particular industry, while others like to take on new challenges. A good help desk resume shows that an associate has a successful history of industry specific training for each job they have held. The associates who prefer to stay within a particular industry may want to include extra training seminars and classes they have attended on their help desk resume.
A good help desk resume can secure a job that pays between $20,000 and $49,000 per year. A help desk resume that shows that an associate specializes in a particular field can help to put an associate at the higher end of that range. At the present time, there are approximately 2.2 million help desk associates employed in the United States. A help desk resume will need to have a professional look and offer valuable information to stand out from the growing number of applicants looking for jobs in the help desk field. Below you will find resources to help you craft a professional help desk resume that will make your qualifications stand out. Use this information to put together a help desk resume that will move your career forward.
1 Main Street
New Cityland, CA 91010
Cell: (555) 322-7337
Enthusiastic Help Desk professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills. Skilled at building rapport with diverse individuals while handling complex technical issues. Vast knowledge of web applications, software, and framework.
DHCP/DNS Ethernet and Firewall proficient
Proficient in phone, printer, and security
Meticulous and organized
Work well with staff and customers
MS Office proficient
Familiar with Mac desktops
Excels under pressure
April 2010 to Current
MarketPro New Cityland, CA
Help Desk Associate
Provide helpdesk support to end-users of proprietary software.
Answer questions about product features and resolve use problems.
Document all issues and generate reports detailing common problems and error trends.
Escalate service questions to appropriate client representatives.
Fill in for in-house IT services as needed, installing new desktop systems for developers, project managers, and quality assurance team members.
November 2007 to March 2010
Quality Computers New Cityland, CA
Technical Support Representative
Responded to client account questions, including billing and field service requests.
Created service orders to replace defective parts or request technician assistance.
Investigated reported issues and walked customers through scripted service protocols to rule out numerous problems.
Maintained up-to-date knowledge of all company products, service procedures, and offerings to properly assist clients.
Consistently exceeded expectations for customer satisfaction and call volume.
January 2005 to October 2007
Desktop Solutions New Cityland, CA
Technical Support Agent
Supported small business customers via inbound technical support calls.
Assisted customers having hardware, software, and networking issues.
Researched client issues to resolve complaints promptly.
Displayed exceptional people skills and maintained calm demeanor during every phone call.
2004 CTI Technical College New Cityland, CA
Bachelor of Science Computer Science
Coursework in Hardware Systems, Programming, and Networking