Help Desk Support Resume Guide + Tips + Example
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A well-written help desk support resume can propel your IT career. Our guide can help you create an effective help desk support resume to showcase your skills and present you as a desirable candidate.
Start by editing this IT help desk support resume sample template or explore our 40+ resume templates to find the best one for you.
Help desk support resume example (text version)
San Francisco, CA 94015
Enthusiastic help desk support 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.
- LAN aptitude
- Windows XP/Vista
- MS Office proficient
- DHCP/DNS Ethernet and Firewall proficient
- Familiar with Mac desktops
- Excels under pressure
- Meticulous and organized
November 2020 – Current
Jobot – San Francisco, CA
Help Desk Associate
- Provide helpdesk support to end-users of proprietary software.
- Answer questions about product features and resolve user problems.
- Document all issues and generate monthly 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 a team of 50 including developers, project managers and quality assurance team members.
September 2017 – October 2020
Aventi Group – San Francisco, 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, maintaining 95% of client satisfaction.
- 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.
June 2014 – August 2017
Concentrix – San Francisco, CA
Technical Support Agent
- Supported small business customers via inbound technical support calls.
- Assisted an average of 30 customers per week having hardware, software and networking issues.
- Researched client issues to resolve complaints promptly.
- Displayed exceptional people skills and maintained a calm demeanor during every phone call.
San Francisco State University San Francisco, CA
Bachelor of Science Computer Science
5 essentials of a top help desk support resume
This section will have all the information needed to contact you for a counselor interview. The standard goes: full name, city, state and ZIP code, followed by phone number and email address. Finally, add a professional website, LinkedIn profile, or any other professional networking profile.
This section is your introduction to the hiring manager or recruiter. Also called a professional summary, this is where you present your best skills and your related work experience for the help desk support position. In no more than five sentences, you will let the recruiter know: how long you have been in the industry, one or two professional accomplishments and your best job-relevant skills.
Highlight what you bring to the table with a stellar skills section. To create it, use the job description and match your skills to the ones the employer is looking for. In a bulleted list, create a balanced list of hard skills, like your ticketing system experience and diagnostic programs expertise, and soft skills, such as active listening and collaboration skills.
If this is your first job as help desk support, you can include transferable skills from other employment.
Show your experience in the field by creating a clear work history that highlights your career achievements. Start by adding your employment in reverse-chronological order to showcase your experience in the field. Add the company names, locations and dates of employment. For every job, include a bulleted list of three measurable accomplishments, like the number of tickets assisted in a day, a collaborative initiative that improved requests assistance and how you successfully implemented a new process.
If this is your first job, you can include other relevant work experience, like volunteer experiences, community services, professional projects and more.
Use a bulleted list to create your education section. Include the educational institution’s name, the degree conferred and graduation year. Omit the graduation date if it was 10 years ago or more. You can include special training and certifications in this section or create a separate, optional, Certification section.
If you did not attend college, list your high school and any other post-high school course you’ve completed.
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Do’s and don’ts for building a help desk support resume
- Use measurable achievements to describe your help desk support skills and experience.
- Use action words to make an impact on your help desk support resume.
- Tailor your resume to your target help desk support job.
- Use keywords from the job description throughout your help desk support resume.
- Format your help desk support resume so that it is easy to read by ATS software and human eyes.
- Lie about your help desk support experience and skills.
- Boast about your “incomparable” help desk support abilities.
- Include irrelevant personal information such as your ethnicity and age.
- Add skills and experience that do not pertain to a help desk support role.
- Forget to proofread. A help desk support resume with errors is unprofessional and will be discarded.
Top 4 tips for acing a help desk support interview
Research the company before your interview.
Learning more about the company will help you prepare for the interview and give you more confidence. Do your research through available channels like their company website, social media and news. If you know previous or current employees, reach out to them. This knowledge will show your potential employer interest, dedication and commitment — traits that hiring managers look for in every candidate.
Practice at home.
Prepare for possible interview scenarios by practicing an interview with the help of a friend or relative. Start by reviewing the most common interview questions, such as:
- Tell Me About a Time When You Were Forced to Think on Your Feet
- Why Should We Hire You Over Other Candidates?
- Why Did You Decide to Seek a Position in This Company?
- We Can Sometimes Identify a Small Problem and Fix It Before It Becomes a Major Problem. Give an Example(s) of How You Have Done This.
Research online for other possible interview questions, write down your answers and practice with your interview partner. Once you’re done, ask for feedback and brainstorm ways to improve your answers. Preparation will boost your confidence and chances of getting a callback for a second help desk support interview.
Pro tip: practice in front of a mirror. Remember to look at both your facial expressions and body language, which hiring managers will notice.
Prepare three to five questions to show your enthusiasm for the role, while learning more about the potential employer. Ask open-ended questions which will allow the interviewer to elaborate on their answer. Remember, you’re interviewing them as much as they’re interviewing you.
Get started with these examples or be inspired to create your own:
- Why did you choose to work for this company?
- What could you tell me about the company culture?
- What is the career path for this position?
- What training do you provide your support staff?
Gather your references.
Contact former managers and colleagues to be potential references as you start applying for counselor positions. Your potential references should be able to vouch for your work ethic and skills. Explain to them where you are in the process and let them know they could receive a phone call or email. Also, request at least two letters of recommendation for you.
If you’re applying for your first help desk support, you can request a reference from former professors, mentors or volunteer coordinators that can vouch for your skills.