IT Help Desk Resume

[First Name] [Last Name]

Contact Address: [street]

[Country] [City] [State/Province] [Zip Code]

Contact Number: (012)-345-6789

Email Address: [[email protected]]

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Career Objective:

Certified and experienced IT Help Desk Supporting professional seeking a challenging opportunity with an organization to provide exceptional service to clients, and resolve issues within time limit.

Summary of Skills:

  • Comprehensive knowledge about PCs, laptops, printers, scanners, and other peripheral devices

  • In-depth working knowledge of various operating systems and different applications such as anti-virus protection, diagnostic tools, and communication software

  • Ability to diagnose, and PC workstation related problems on site as well as at remote location

  • Capable of dealing with anxious or agitated clients by maintaining a clear, calm, and polite demeanor

  • Ability to multi-task and work under pressure as well as deal with difficult technical issues

  • Exceptional in problem-solving along with strong organizational, and communication skills

Work Experience:

IT Help Desk Support

U.S. Electrical Services, Inc.

Rochester, NY 14611

March 2016 – Present

  • Managing accurate processing of incoming service requests in the section with team for both telephone and email to give timely solutions of customer problems

  • Providing Help Desk support and ticket resolution service to all end-users on the USESI network

  • Diagnosing networking problems, and recommending possible solutions

  • Supporting and resolving all hardware and software issues related to the computer systems, wireless phones, printers, and other peripheral devices

  • Evaluating, prioritizing, and resolving service requests for providing excellent customer service

  • Supervising a team of 20+ Help desk professionals to solve remote network problems using diagnostic software

  • Arranging for technician visit at client’s apartment for issues that cannot be handled over the call or mail

IT Help Desk Support Assistant

Merlin Global Services, Rochester, NY

August 2014 – February 2016

  • Recorded calls with complicated technical issues, and provided answers to end-users to take first level corrective actions

  • Performed installations, upgrades, and data migrations for 100+ computer workstations within the company at the time of new department setup

  • Provided 1st and 2nd line support to the clients, customers via telephone or by using remote desktop tools

  • Managed a team of 10 junior to provide first-level application, and end level support for all business applications

  • Prioritized outstanding IT support calls, and scheduled them to the relevant IT support technicians for resolving complicated issues

  • Provided appropriate advice and demonstrations for the use of software and hardware to the end user for operating systems that have been configured for specific purpose

  • Tracked and analyzed the ongoing service requests in Help Desk section to generate accurate statistical reports

IT Help Desk Support Trainee

Merlin Global Services, Rochester,


July 2013 – July 2014

  • Installed, tested, and configured new computers, peripheral systems, and required application software

  • Answered 20+ calls per day to listen to customer complaints, and jotted down important points in their problems

  • Worked in rotating shifts as needed and asked questions to determine the exact cause of the problem before preparing a concise report

  • Analyzed problems and instructed the end-users on how to resolve the issue by giving step-wise solutions

  • Escalated complicated issues to the senior level colleague or supervisor and maintained proper follow-up to ensure high customer satisfaction

  • Attended weekly training sessions to understand the values and vision of the organization and adhered to the policies for carrying out assigned duties


  • Microsoft Certified Desk Support Technician (MCDST), 2015

    Diploma in Information Technology, 2014


  • Google IT Support Professional Certificate, 2013

    Help Desk Certificate: Networking Essentials by Microsoft, 2012

    CompTIA A+ Certification, 2011


On request.

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