Help Desk Specialist Resume Sample

Updated on: May 27, 2019

Help desk specialist resume writing needs quite a lot of attention, especially if you want to gain an interview.

When you write a Help Desk Specialist resume, your primary focus should be on the message that it is going to give.


How to Write a Help Desk Specialist Resume?

  1. Start your resume with a Help Desk Specialist Resume Summary.
  2. Mention your career highlights afterward.
  3. Add Help Desk Specialist Skills in a tabular form.
  4. Create a subsection of accomplishments under your experiences.
  5. Give your education and certifications details in the end.

Once you decide what information should go into the help desk specialist resume, you may use the following format to structure it:

See also: Help Desk Specialist Cover Letter



Help Desk Specialist Resume Sample


Mary Scott
199 68th Avenue NW, Bowbells, ND 10825
(000) 857-8567
[email protected]


Top-performing Help Desk Specialist with 13+ years of experience in providing customer service support for office automation applications, personal computers, and peripherals. Strong background in answering, evaluating, and prioritizing incoming telephone calls, voice mail, email, and in-person requests for assistance.


  • A dynamic performer who can monitor help desk systems for incoming requests and resolve issues accordingly.
  • Uses modern troubleshooting techniques to repair and maintain desktop, laptop, printer, hardware, and other peripheral devices.
  • Serves as an initial point of contact for problem resolution, placing particular focus on exceptional customer services.
  • Outstanding capacity for following-up with customers to provide feedback and see problems.


✓ Technical Support
✓ Problem Escalation
✓ Operational Integrity
✓ Activity Reports
✓ Troubleshooting
✓ Record Keeping
✓ Documentation
✓ Network Solutions
✓ Walkthroughs
✓ Follow-up
✓ Issue Identification
✓ Ticket Handling


Help Desk Specialist
VOCA, Bowbells, ND | 8/2011 – Present

• Receive incoming calls from customers and provide them with assistance with their queries
• Provide customers with solution walkthroughs to ensure that their issues are resolved
• Ask questions to determine customers’ problems and determine how to go about providing solutions
• Record events and problems and resolutions in predetermined log books
• Follow up with customers to determine if their issues have been resolved
• Monitor helpdesk activities, ensuring that each agent is providing the best possible customer services
• Assist customers in person by modifying their configurations, utilities, and software default settings for their workstations
• Install, test and configure new workstations and peripheral equipment according to established standards

Selected Accomplishments

• Successfully handled 800 calls during one shift, in the absence of 2 main help desk agents
• Retained a disgruntled corporate customer by providing him with exceptional troubleshooting services, post problems with an inexperienced agent interaction

Help Desk Agent
Bridge Help, Bowbells, ND | 11/2004 – 8/2011

• Responded to incoming calls for information and assistance by following a standard script
• Walked customers through installation procedures and troubleshot their problems over the telephone
• Created tickets for escalated issues, and ensured that they were followed up on in a consistent manner
• Provided customers with information on available upgrades and ensured that they were kept updates about technical specifications
• Assisted walk-in customers with their problems, including handling installations and upgrades, and software and hardware configurations

Selected Accomplishments

• Troubleshoot a particularly tricky to handle the technical problem which had been in limbo for 2 weeks
• Introduced a ticketing system to handle escalated issues, which proved to be highly efficient in handling difficult to manage issues

Associate of Science in Computer Technology
Bowbells Technical College, Bowbells, ND

MCSE and A+

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