Help Desk Specialist Resume Sample

Updated on July 1, 2017

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

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


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





Help Desk Specialist Resume Sample



Mary Scott

199 68th Avenue NW | Bowbells, ND 10825
(000) 857-8567 | mary.scott @ email . com


Performance Profile
Top-performing Help Desk Specialist 13 years of experience 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.

• Dynamic performer with the ability to 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 special focus on exceptional customer services
• Outstanding capacity for following up with customers to provide feedback and see problems through to timely resolution

Professional Competencies

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



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

Bridge Help, Bowbells, ND | 11/2004 – 8/2011
Help Desk Agent
• 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
• Troubleshot a particularly difficult to handle 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 | 2003
Bowbells Technical College, Bowbells, ND

MCSE and A+