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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

• Help Desk Resumes by Experience
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• Write Your Help Desk Resume

Being a help desk technician is all about being the go-to support hero for tech-related woes. You’re the friendly face or voice that guides users through their IT troubles, from computer hiccups to forgotten passwords. 

Your knack for problem-solving and communication makes you a troubleshooter extraordinaire. However, crafting a resume that showcases your IT prowess can be as tricky as decoding a complex error message. 

If you’re ready to put your skills on paper and land that dream job, we’re here to lend a hand. Our expert-written help desk resume examples can help you with everything from picking the right job skills to making your experience pop. To top it all off, use our free cover letter builder for the complete application.

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Why this resume works

• It may not seem like much at first but specifying how you used industry-specific tools to make quantifiable differences can go a long way! Don’t sleep on your technical experience either! Add any instances when you monitored and improved a network’s security.

Entry Level Help Desk Resume

• The essence is to demonstrate that you’ve actually put textbook theories to work, which culminated in tangible outcomes in the real world. Maybe it’s a summer job as a cashier, where you mastered your customer service. If such is not an option, capitalize on the job-relevant seminars you attended, and the college projects you carried out.

Help Desk Analyst Resume

• You want to stay clear of terms like “aided” and “assisted” and instead bring out the big guns—words that convey leadership (think led, authored, negotiated), accomplishments (think overhauled and upgraded), and technical prowess (think analyzed, monitored, and executed).

IT Help Desk Resume

• Can’t forget about regulations too now, can we? If you’ve ever helped a company save costs on potential compliance fines, make sure to mention it and prove your dedication to any employer!

Help Desk Technician Resume

• Once done, back up these metrics with actionable points like increasing a system’s uptime rate from 87% to 98.3%, or improving overall productivity by 26%.

Related resume examples

• Customer Service
• Office Assistant

Adapt Your Help Desk Resume to Match Every Job Description

When it comes to showcasing your skills as a help desk technician, you’ve got a toolbox full of tech expertise that employers are eager to see. Your resume is where you can dive into it. Be specific and steer clear of vague, generic terms—your IT-focused resume should shine a spotlight on your technical prowess.

Zoom in on the hard skills you’ve honed. List the software applications you’re fluent in, any cyber security frameworks you’ve mastered, and, of course, any programming languages that you’ve conquered. 

Highlight your know-how in networks, malware detection, and understanding system vulnerabilities. Remember, the key is to match the skills you have with what the job demands.

Need some help?

15 top help desk skills

• Ticketing Systems
• Hardware Knowledge
• Network Troubleshooting
• Cybersecurity
• Mobile Device Support
• Active Directory

Your help desk work experience bullet points

Your days working as a help desk technician are often a whirlwind of assisting users, resolving IT issues, and ensuring smooth tech operations. However, when it comes to your resume, it’s the remarkable achievements that truly matter.

Your work ensures that everything runs smoothly without interruptions or costly downtimes, and it’s important that you highlight this. Showcase moments you’re proud of, whether speeding up response times, reducing system downtime, or increasing user satisfaction. 

Quantify your achievements with metrics whenever possible to lend them more weight and set yourself apart from the competition.

• Highlight how quickly you were able to acknowledge and address user requests or IT issues.
• Showcase your ability to resolve issues on the first interaction, minimizing the need for multiple support interactions and improving user satisfaction.
• Use surveys or feedback data to quantify user satisfaction and report consistent ratings of 95% or higher.
• Quantify how your support efforts reduced system or network downtime, resulting in increased productivity and cost savings.

See what we mean?

• Developed a weekly backup schedule through Acronis Backup which decreased data loss incidents by 97%
• Led a project to update password security policies using LastPass, curbing security breaches by 56%
• Facilitated 1,742 remote support sessions using TeamViewer, resolving 92% of issues without on-site intervention
• Leveraged Microsoft Teams’ bot and integration features to automate routine tasks, enhancing team productivity by 18%

9 active verbs to start your help desk work experience bullet points

• Implemented
• Optimized 
• Coordinated
• Collaborated 

3 Tips for Writing an Entry-Level Help Desk Resume

• Showcase relevant coursework and academic projects that demonstrate your technical abilities. For instance, you could mention a group project where you contributed to designing and implementing a help desk ticketing system for your IT class. These hands-on experiences provide valuable insights into your capabilities and problem-solving skills.
• Your hobbies and interests can be a goldmine of relevant skills. If you’re passionate about building computers, troubleshooting software, or managing home networks as a hobby, don’t hesitate to mention it. Show how your love for technology extends beyond the classroom and into your personal life, highlighting your dedication to the field.
• Use a career objective statement to outline your aspirations as a help desk technician. Be specific about the kind of support you want to provide and the impact you aim to make. This helps employers understand your goals and motivations, even if you have limited professional experience .

3 Tips for Writing a Help Desk Resume With Prior Experience

• Working in a help desk environment means working with people, but don’t list “teamwork” in your skills section. Instead, emphasize your customer-centric mindset by adding metrics like the number of resolved support tickets or the average 5-star rating you get every month.
• If you’ve developed expertise in specific areas of help desk support, such as hardware troubleshooting, software configuration, or network diagnostics, don’t be afraid to brag about it. For instance, if you’re skilled in remote desktop support, emphasize how your proficiency can benefit remote workers.
• List any certifications that align with the help desk field. Certificates such as CompTIA A+, CompTIA Network+, or HDI Support Center Analyst can boost your credibility. 

You can include a career summary , but it’s optional. If you choose to have one, make it job-specific. Focus on your key proficiencies, such as specific operating systems (Windows, Linux, MacOS) that directly relate to the job.

It’s usually better to focus on your technical skills, namely hardware and software proficiencies. Talk about your in-depth knowledge of Spiceworks, RDP, backing up data, and IT security—your soft skills will shine through your cover letter.

Metrics that demonstrate your impact can set you apart. Highlight statistics such as reduced response times, increased user satisfaction scores, first call resolution rates, or decreased system downtime. 

Service Desk Analyst Resume Examples and Templates

This page provides you with Service Desk Analyst resume samples to use to create your own resume with our easy-to-use resume builder . Below you'll find our how-to section that will guide you through each section of a Service Desk Analyst resume.

What do Hiring Managers look for in a Service Desk Analyst Resume

• Technical Proficiency: Strong understanding of IT systems and the ability to diagnose and resolve technical issues efficiently.
• Customer Service Skills: Excellent customer service and communication skills to assist users and address their IT-related concerns.
• Problem-Solving Abilities: Capability to analyze and troubleshoot technical problems and provide timely solutions.
• Documentation Skills: Attention to detail in documenting and maintaining records of user issues and resolutions.
• Time Management: Efficiently manage and prioritize multiple support requests while adhering to service level agreements (SLAs).

How to Write a Service Desk Analyst Resume?

To write a professional Service Desk Analyst resume, follow these steps:

• Select the right Service Desk Analyst resume template.
• Write a professional summary at the top explaining your Service Desk Analyst’s experience and achievements.
• Follow the STAR method while writing your Service Desk Analyst resume’s work experience. Show what you were responsible for and what you achieved as a Service Desk Analyst.
• List your top Service Desk Analyst skills in a separate skills section.

How to Write Your Service Desk Analyst Resume Header?

Write the perfect Service Desk Analyst resume header by:

• Adding your full name at the top of the header.
• Add a photo to your resume if you are applying for jobs outside of the US. For applying to jobs within the US, avoid adding photo to your resume header.
• Add your current Service Desk Analyst position to the header to show relevance.
• Add your current city, your phone number and a professional email address.
• Finally, add a link to your portfolio to the Service Desk Analyst resume header. If there’s no portfolio link to add, consider adding a link to your LinkedIn profile instead.
• Bad Service Desk Analyst Resume Example - Header Section

Rayna 7704 Clay St. Huntley, IL 60142 Marital Status: Married, email: [email protected]

• Good Service Desk Analyst Resume Example - Header Section

Rayna Walton, Huntley, IL, Phone number: +1-555-555-5555, Link: linkedin/in/johndoe

Make sure to add a professional looking email address while writing your resume header. Let’s assume your name is John Doe - here is a formula you can use to create email addresses:

• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]

For a Service Desk Analyst email, we recommend you either go with a custom domain name ( [email protected] ) or select a very reputed email provider (Gmail or Outlook).

How to Write a Professional Service Desk Analyst Resume Summary?

Use this template to write the best Service Desk Analyst resume summary: Service Desk Analyst with [number of years] experience of [top 2-3 skills]. Achieved [top achievement]. Expert at [X], [Y] and [Z].

How to Write a Service Desk Analyst Resume Experience Section?

Here’s how you can write a job winning Service Desk Analyst resume experience section:

• Write your Service Desk Analyst work experience in a reverse chronological order.
• Use bullets instead of paragraphs to explain your Service Desk Analyst work experience.
• While describing your work experience focus on highlighting what you did and the impact you made (you can use numbers to describe your success as a Service Desk Analyst).
• Use action verbs in your bullet points.

Service Desk Analyst Resume Example

Service Desk Analyst

• Created mailboxes and managed access delegation for email accounts.
• Provided remote troubleshooting support for software and hardware issues.
• Served as the first point of contact for all IT issues within the organization.
• Sent notifications to relevant entities regarding planned maintenance and incidents.
• Demonstrated knowledge of incident, request, problem, and change management processes.
• Possessed a thorough understanding of ITIL concepts and best practices.

IT Service Desk Analyst Resume Example

IT Service Desk Analyst

• Created new user profiles, monitored access levels, granted special permissions, and managed accounts on Salesforce CRM.
• Utilized Service-Now and CASD ITSM ticketing tools to log issues, interactions, reports, and incidents, and triaged them to the Level-2 Support Team.
• Provided face-to-face support for all IT-related hardware and software concerns.
• Attended to service requests promptly and addressed them in a timely manner.
• Troubleshot application, hardware, user, and networking issues to restore normal service functionality.

Service Desk Analyst (Intern) Resume Example

Service Desk Analyst (Intern)

• Provided first-level technical assistance via phone and electronically for all IT-related issues and requests.
• Identified potential issues, troubleshooted application-related problems, and escalated them as needed.
• Supported and troubleshooted end-users with their use of internal applications.
• Identified and escalated situations requiring urgent attention.
• Escalated recurring problems to the Service Desk supervisor.
• Followed up with end-users to provide status updates in accordance with Service Level guidelines.
• Supported the company's content management and file-sharing application.
• Coordinated and collaborated with other technical support groups, serving as a single point of contact for end-users.
• Initiated and completed onboarding and offboarding activities for new hires and departures.
• Provided training on the functionalities and capabilities of file sharing and other internal applications.
• Logged all incidents and requests in the ITSM tool.
• Provided technical assistance for troubleshooting network problems through inbound calls, emails, and outbound tele-support.
• Assisted the network team by configuring computer systems, diagnosing software problems, and managing Windows Server 2008 R2 and 2012.
• Utilized ticketing software such as Zendesk for issue tracking and resolution.
• Maintained a strong record of accomplishment for collaborating with cross-functional and cross-cultural teams.
• Delivered timely resolutions for customer issues and queries while adhering to defined SLAs and KPIs.
• Proficiently collected issue-related information from customers and escalated it to the appropriate help desk level associate.
• Supported peers in installing and analyzing applications and tools.
• Executed daily tasks within the ITIL framework.
• Prepared and maintained audit reports for a year.

Senior Service Desk Analyst Resume Example

Senior Service Desk Analyst

• Managed, received, and logged calls via telephone and email.
• Provided 1st and 2nd line support, troubleshooting IT-related problems ranging from software to hardware, including laptops, PCs, and printers.
• Escalated unresolved calls to other departments, such as Infrastructure.
• Maintained a high degree of customer service for all support queries and adhered to all service management principles.
• Troubleshot network issues.
• Managed user accounts on Active Directory, including tasks such as handling new starters, leavers, folder permissions, and password resets.
• Documented all calls on the call logging system.
• Configured emails and VPN for users.
• Attended on-site visits when problems couldn't be resolved remotely.

Multilingual Service Desk Analyst Resume Example

Multilingual Service Desk Analyst

• Identified and troubleshooted desktop and notebook problems, including hardware and software issues, network problems, and printer-related concerns, through phone calls, chat, email, or online ticket submissions.
• Engaged directly with end-users via phone, chat, and email to provide technical support.
• Delivered services in multiple languages, including French, Spanish, and English.
• Effectively managed incoming support requests from internal staff using various communication channels such as telephone, email, and web portals.
• Prioritized customer satisfaction by following ITIL processes and efficiently addressing incoming requests.
• Maintained thorough documentation for each request, including all interactions with end-users and the solutions provided.
• Delivered level 1 technical support via telephone and email to assist users with computer software and hardware issues.
• Addressed user inquiries, guided them through troubleshooting steps, and resolved problems effectively.
• Executed commands and monitored system operations to ensure proper functionality and identify errors.
• Analyzed information and assessed outcomes to select the most suitable solutions for issue resolution.
• Stayed current with technical knowledge by leveraging end-user feedback, collaborating with peers, and referring to knowledge base articles.
• Demonstrated commitment to delivering exceptional customer service and adhering to industry best practices.
• Possessed a composed and confident telephone demeanor, capable of setting clear expectations and providing reassurance to users.
• Managed support tickets efficiently, including triaging, collecting minimum data sets, categorizing, prioritizing, and assigning tasks to maintain key performance indicators.
• Took ownership of support tickets, maintained regular communication with users to provide progress updates, and acted as a subject matter expert, escalating issues when necessary.
• Maintained a proactive mindset, closing knowledge gaps, and minimizing waste.
• Contributed to the development of technical support articles in the knowledge management database.
• Promoted service improvement by creating process and procedure documentation.
• Executed critical procedural tasks accurately and promptly, including handling starter, mover, and leaver requests, as well as access provisioning.
• Proficiently identified and managed InfoSec, risk, and compliance issues.
• Demonstrated the ability to work independently while also supporting colleagues and the broader IT function.
• Assisted with major incident management and problem management processes when required.
• Conducted investigations into minor security breaches in accordance with established procedures.
• Assisted users in defining their access rights and privileges, and operated agreed logical access controls and security systems.
• Maintained detailed security records and documentation.
• Identified and resolved issues with bespoke applications, utilizing application management software and performing applications maintenance tasks.
• Administered user accounts and permissions using Active Directory.
• Managed Microsoft Exchange 2010, including creating mailboxes and distribution groups.
• Provided support for Microsoft Office 2010.
• Administered and troubleshooted Active Directory.
• Installed printers and promptly addressed printer-related issues.
• Responded to support requests by providing information to facilitate incident resolution and allocated unresolved calls as appropriate.
• Supervised and provided guidance to a team of 13 Service Desk team members.
• Managed the full operations of the Service Desk in the absence of the Service Desk Manager.
• Coordinated the response and communications for priority 1 incidents.
• Implemented a training plan for the Service Desk and conducted training sessions for new team members.
• Led sessions to enhance the skills of team members, improving performance and meeting Service Level Targets.
• Assisted in performance management of underperforming team members.
• Developed and managed rosters, serving as the first point of contact for shift changes and leave requests.
• Conducted interviews for vacant Service Desk Analyst positions.
• Represented the Service Desk team in weekly meetings with the General Manager of IT and IT team leads.
• Participated in the Officeworks Future Leaders program and contributed to the successful deployment of a new ServiceNow instance while overseeing day-to-day Service Desk operations.

Top Service Desk Analyst Resume Skills for 2023

• IT Ticketing Systems
• Incident Management
• Problem Solving
• Technical Troubleshooting
• Customer Support
• Remote Desktop Support
• Active Directory Management
• Hardware and Software Diagnosis
• Windows Operating Systems
• Microsoft Office Suite
• Knowledge Base Management
• ITIL (Information Technology Infrastructure Library)
• Service Level Agreements (SLAs)
• User Account Management
• Network Connectivity Troubleshooting
• Email Configuration and Support
• VPN Support
• Printer and Peripheral Troubleshooting
• Mobile Device Support (iOS, Android)
• Password Reset and Account Recovery
• IT Security Awareness
• Hardware Installation and Setup
• Software Installation and Updates
• Remote Assistance Tools
• System and Application Logging
• Virtual Private Networks (VPNs)
• IT Documentation
• Communication Skills
• End-User Training
• Incident Escalation Procedures
• Remote Support Tools (e.g., TeamViewer, Remote Desktop)
• Active Directory User Management
• IT Asset Management
• Network Printer Configuration
• Antivirus Software Support
• Incident Reporting
• Knowledge Base Article Creation
• Patch Management
• Microsoft Exchange Support
• Mobile Device Management (MDM)
• Windows Server Administration
• Firewall Rules and Configuration
• Network Protocols (TCP/IP, DNS, DHCP)
• Troubleshooting Remote Access
• Service Desk Metrics Analysis
• Incident Trend Analysis
• Problem Management
• Root Cause Analysis
• Change Request Management
• IT Service Desk Best Practices

How Long Should my Service Desk Analyst Resume be?

Your Service Desk Analyst resume length should be less than one or two pages maximum. Unless you have more than 25 years of experience, any resume that’s more than two pages would appear to be too long and risk getting rejected.

On an average, for Service Desk Analyst, we see most resumes have a length of 2. And, that’s why we advise you to keep the resume length appropriate to not get rejected.

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Service Desk Technician Resume Examples (Template & 20+ Tips)

Create a standout service desk technician resume with our online platform. browse professional templates for all levels and specialties. land your dream role today.

Looking for a Service Desk Technician resume example? Look no further! A Service Desk Technician plays a crucial role in providing technical support and assistance to users. Our resume example will help you showcase your skills and experience in troubleshooting, resolving IT issues, and providing excellent customer service. With a well-crafted resume, you can stand out to potential employers and land the Service Desk Technician job of your dreams.

We will cover:

• How to write a resume , no matter your industry or job title.
• What to put on a resume to stand out.
• The top skills employers from every industry want to see.
• How to build a resume fast with our professional Resume Builder .
• Why you should use a resume template

What does a Service Desk Technician do?

• Providing technical support to end users
• Resolving hardware and software issues
• Logging and tracking technical issues
• Responding to inquiries and requests for assistance
• Installing and updating software
• Performing routine maintenance on computer systems
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What are some responsibilities of a Service Desk Technician?

• Providing technical support and assistance to users
• Responding to and resolving IT support requests
• Installing and configuring hardware and software
• Troubleshooting and diagnosing technical issues
• Documenting support requests and resolutions
• Training users on new technologies or software
• Managing and maintaining IT inventory
• Collaborating with other IT teams to resolve complex issues

Sample Service Desk Technician Resume for Inspiration

Service Desk Technician Resume Personal Details

Name: John Doe

Email: [email protected]

Phone: 123-456-7890

Address: 123 Main Street, City, State, Zip Code

John Doe is an experienced Service Desk Technician with a proven track record of providing excellent customer support and resolving technical issues in a timely manner. He has strong problem-solving skills and a deep understanding of IT systems and applications.

• Service Desk Technician XYZ Company, City, State January 2018 - Present - Provided technical support to end users via phone, email, and in person - Resolved hardware and software issues for desktops, laptops, and peripherals - Managed and prioritized help desk tickets to meet service level agreements - Collaborated with other IT teams to escalate and resolve complex issues
• IT Support Specialist ABC Company, City, State June 2016 - December 2017 - Assisted in the implementation and maintenance of IT systems and networks - Conducted troubleshooting and problem resolution for end users - Provided training and guidance to non-technical staff on IT applications and systems
• Bachelor of Science in Information Technology University Name, City, State Graduated: May 2016
• Technical Support
• Troubleshooting
• Customer Service
• IT Systems and Applications
• Problem-Solving
• ITIL Foundation
• English (Native)
• Spanish (Proficient)

Resume tips for Service Desk Technician

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Service Desk Technician resume tips. We collected the best tips from seasoned Service Desk Technician - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

• Use action verbs to start each bullet point, such as "Implemented," "Managed," or "Resolved"
• Highlight your technical skills and certifications, such as ITIL, CompTIA A+, or Microsoft Certified Professional (MCP)
• Showcase your customer service skills, including problem-solving, communication, and empathy
• Include specific examples of successful troubleshooting and problem resolution
• Quantify your achievements, such as the number of tickets resolved per day or percentage improvement in customer satisfaction

Service Desk Technician Resume Summary Examples

A Service Desk Technician Resume Summary or Resume Objective is important because it provides a brief overview of the candidate's skills, experience, and career goals. It helps the hiring manager quickly understand the candidate's qualifications and what they can bring to the team. This can help the candidate stand out and increase their chances of landing an interview for the Service Desk Technician position. For Example:

• Over 5 years of experience as a Service Desk Technician
• Proficient in providing technical support to end-users
• Skilled in resolving hardware and software issues
• Strong customer service and communication skills
• Experience working with ticketing systems and remote support tools

Build a Strong Experience Section for Your Service Desk Technician Resume

Building a strong experience section for a Service Desk Technician resume is important because it demonstrates the candidate's proficiency in troubleshooting technical issues, providing quality customer service, and working with various software and hardware systems. The experience section also showcases the technician's ability to effectively prioritize and manage multiple tasks, which are crucial skills for a Service Desk Technician role. A strong experience section can greatly enhance the candidate's chances of securing a job interview. For Example:

• Provided technical support and troubleshooting for hardware, software, and network issues
• Installed and configured operating systems and software applications for end users
• Managed user accounts, permissions, and access rights in Active Directory
• Conducted system upgrades and patches to ensure security and performance
• Performed remote desktop support for off-site employees
• Maintained accurate records of service desk activities using ticketing system
• Collaborated with other IT teams to resolve complex issues and escalate when necessary
• Assisted in the development and documentation of IT procedures and processes
• Trained new employees on IT systems and best practices
• Participated in an on-call rotation for after-hours support and emergencies

Service Desk Technician resume education example

A Service Desk Technician typically needs a high school diploma or equivalent, along with certifications or a degree in computer science, information technology, or a related field. Some employers may also require experience with specific software or systems. Ongoing training in new technologies and best practices is also important to stay current in the field. Here is an example of an experience listing suitable for a Service Desk Technician resume:

• Bachelor's Degree in Information Technology
• Certification in Computer Science from XYZ Institute
• Training in IT Support and Service Management

Service Desk Technician Skills for a Resume

It is important to add skills for Service Desk Technician Resume because they demonstrate the candidate's abilities to effectively handle technical issues and provide excellent customer service. These skills show potential employers that the candidate is qualified to troubleshoot and resolve technical problems, possess strong communication and interpersonal skills, and have the knowledge to support and maintain IT systems. Soft Skills:

• Communication skills
• Problem-solving abilities
• Customer service
• Team collaboration
• Empathy and patience
• Time management
• Adaptability and flexibility
• Conflict resolution
• Active listening
• Attention to detail
• Technical Troubleshooting Skills
• IT Infrastructure Knowledge
• Hardware and Software Debugging
• Network Configuration Abilities
• System Administration Proficiency
• Database Management Skills
• Scripting and Coding Expertise
• Operating System Knowledge
• Communication and Collaboration
• Customer Service Experience

Common Mistakes to Avoid When Writing a Service Desk Technician Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

• Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
• Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
• Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
• Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
• Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
• Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
• Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a Service Desk Technician resume

• Technical skills and knowledge in troubleshooting and resolving hardware and software issues
• Experience with managing and prioritizing help desk tickets
• Excellent customer service and communication skills
• Ability to work in a fast-paced environment and under pressure
• Certifications or training in relevant technologies or tools
• Teamwork and collaboration with other support staff
• Knowledge of ITIL framework and best practices
• Experience with remote support and desktop management tools

• ResumeBuild
• Service Desk

5 Amazing service desk Resume Examples (Updated 2023) + Skills & Job Descriptions

Build your resume in 15 minutes, service desk: resume samples & writing guide, professional summary, employment history.

• Support IT operations and maintenance
• Follow established service desk protocols
• Document service desk processes and procedures
• Track and escalate unresolved issues
• Develop and maintain IT service catalogs
• Provide technical assistance to end users
• Maintain confidentiality of user data and information
• Manage and resolve IT service requests and incidents

Do you already have a resume? Use our PDF converter and edit your resume.

• Troubleshoot hardware and software issues
• Train users on new IT systems and services
• Develop and maintain knowledge base articles
• Manage and coordinate IT infrastructure projects
• Respond to user queries in a timely manner

Barry Taylor

• Create and maintain user accounts

Not in love with this template? Browse our full library of resume templates

Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

service desk Job Descriptions; Explained

If you're applying for an service desk position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

service desk (registrar)

• Maintains the academic record of all students and plans and implements the registration process for classes. 
• Works with other administrators to coordinate times and locations for class meetings and resolve scheduling conflicts. 
• Other responsibilities include keeping records of all college classes and curriculum prerequisites, 
• Assis in determining students’ graduation eligibility.
• Planning commencement activities and preparing information such as honors lists, transcripts and class rankings. 

service desk

• Providing product/services information and resolving any emerging problems that the customer accounts might face with accuracy and efficiency.
• Providing accurate, valid and complete information by using the right methods/tools.
• Following communication procedures, guidelines and policies.
• Handling customer complaints, provide appropriate solutions and alternatives within the time limits; following up to ensure resolution.
• Keeping records of customer interactions.
• Provide exemplary customer service to members and prospective members. Give tours and sign up new members, completing contract forms and updating member information using computers. 
• Run daily web join reports and document joins on spreadsheet. Run web joins to check for RFC’s before calling to welcome new members. 
• Enter inventory into system and stock cooler and shelves. 
• Assist members in selecting tanning products  and set up Black Card amenities for members. 
• Completed rounds as required, filling bottles, refilling paper products and taking out trash while visually ensuring cleanliness and safety of the club.
•  Cleaning equipment, windows, vacuuming and cleaning locker rooms as needed. 
• Following scripts as required and making every member feels valued by Planet Fitness. 
• Complete Western Union Money Transfers and Payouts, as well as Money Orders.
• Sell age restricted items to customers and check Identification.
• Complete returns and exchanges of unwanted/bad items.
• Complete Western Union transfers and payouts, as well as money orders.
• Accept all user problems via calls, voice mail and electronic form.
• Respond to escalation requests and notify management as required.
• Follow up to ensure user satisfaction in a highly client-focused environment.
• Function independently during the off-hours 7×24 coverage. 
•  Respond immediately and as needed, ensure that critical issues are handed off to the appropriate 2nd level resource for full resolution.

service desk (registrar) Job Skills

For an service desk (registrar) position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Network Administration
• Data Backup
• Network Security
• Cloud Computing
• Operating Systems
• Troubleshooting
• System Administration
• Hardware Installation
• Help Desk Support
• System Monitoring
• Software Installation
• Technical Support
• Network Troubleshooting
• Active Directory
• Disaster Recovery
• Network Design
• Data Recovery
• Virtualization
• Cybersecurity
• System Architecture

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Computer Literacy
• Data Analysis
• Project Management
• Customer Service
• Presentation
• Written Communication
• Social Media
• Quality Assurance
• Supervisory
• Risk Management
• Database Management
• Documentation
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• Relationship Management.

How to Improve Your service desk (registrar) Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Include your Contact Information and Job Descriptions

Missing job descriptions lessens your chances of getting hired..

• Employers want to know what you've accomplished, so make sure to include descriptions for all of your previous jobs.
• Keep job descriptions short but don't just list your jobs.
• Never copy-paste a job description to post on your resume. Get inspired and use tools to help you write customized descriptions.

How to Optimize Your service desk (registrar) Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

Vic Anderson

• TracK and escalatE unresolved issuEs
• TroubleShoot hardwarE and softwarE issuEs
• ManagE and coordinatE IT infrastructurE projectS
• Develp and maintain IT service catalogs
• Trouble shoot hardware and softwear issues
• Creat and maintain user accounts
• Docuement service desk proceses and procedrues
• Supoort IT operations and maintence
• Monitior service desk performace and metrices

Correct Grammar and Address Gap Years in Your Resume

Don't leave unexplained gaps in your work history..

• When explaining gaps in your employment section, start by being honest.
• Elaborate on the gap and show that you never stopped learning.
• Explain and elaborate any gap in your work history by highlighting new skills.

service desk (registrar) Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an service desk (registrar) position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

Intel Hiring Team

I am writing to express my interest in the Lead Service Desk role at Intel. As a Service Desk with 11 years of experience in Information Technology (IT), I am confident that I have the necessary skills and expertise to succeed in this position.

As someone who has faced challenges in various areas of my life and has overcome them, I am confident in my ability to adapt and thrive in any environment. I have developed a reputation for being a collaborative team player and an effective problem solver, which has been instrumental in my career's success. With my experience and passion for Information Technology (IT), I am excited to apply my skills to this role and contribute to your organization's growth and success.

I appreciate the opportunity to apply for the Lead Service Desk position. I am committed to making a positive impact on the world, so I am thrilled about the opportunity to join your team and work towards achieving our shared goals for the betterment of everyone.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

Related Resumes & Cover Letters

Contemporary

Professional

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• • Led a team of 15 IT professionals to deliver high-priority projects while ensuring alignment with strategic objectives, achieving a 20% increase in project delivery efficiency.
• • Designed and implemented a new agile project management process, improving project completion rates by 25% within the first year.
• • Managed IT budgets exceeding $2M, identifying and realizing cost savings of 10% through strategic supplier negotiations and resource optimization.
• • Spearheaded the adoption of DevOps tools, enhancing the software development lifecycle and reducing time-to-market by 30%.
• • Improved system uptime by 99.9% through rigorous performance monitoring and proactive incident management.
• • Collaborated with cross-functional teams to ensure service level agreements compliance, resulting in a 15% improvement in customer satisfaction scores.
• • Managed a diverse team of 10 support technicians providing 24/7 service desk support to a global user base of over 50,000.
• • Developed and implemented a comprehensive training program, elevating team expertise and reducing onboarding time by 40%.
• • Orchestrated a 20% reduction in average resolution time by refining help desk ticketing system processes.
• • Established and maintained protocols for system updates and maintenance, minimizing downtime and maintaining business continuity.
• • Facilitated regular stakeholder meetings to gather feedback and assess system needs, fueling a 10% improvement in system functionalities.
• • Performed in-depth systems analysis to support application development, contributing to a 15% increase in efficiency.
• • Created detailed reports on system utilization, identifying key trends that informed strategic planning.
• • Coordinated with cross-departmental teams to gather requirements, culminating in the successful revamp of the customer support portal.
• • Implemented system enhancements that improved user satisfaction across the company’s client base by 12%.

5 Service Desk Manager Resume Examples & Guide for 2024

Your service desk manager resume must highlight your leadership experience in IT service management. Showcase your proven track record of effectively overseeing service desk operations and improving customer satisfaction. Demonstrate your ability to design and implement service desk policies that align with industry best practices. Be sure to include specifics, such as key performance indicators (KPIs) you've improved or innovative strategies you've developed to enhance service desk functionality.

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a service desk manager, articulating your unique blend of technical expertise and leadership skills on a resume can be a daunting challenge. Our comprehensive guide is tailored to help you highlight your achievements and management capabilities effectively, ensuring your resume stands out to potential employers.

• Utilize real-life examples to refine your service desk manager resume;
• Effectively write the experience section of your service desk manager resume, even if you have minimal or no professional experience;
• Incorporate the industry's top 10 essential skills throughout your resume;
• Include your education and certifications to highlight your specific expertise.

If the service desk manager resume isn't the right one for you, take a look at other related guides we have:

• Development Manager Resume Example
• Computer Technician Resume Example
• Statistical Programmer Resume Example
• Database Developer Resume Example
• Sophomore Engineering Resume Example
• Angular Full Stack Developer Resume Example
• IT Support Manager Resume Example
• Assistant IT Manager Resume Example
• Game Developer Resume Example
• QA Tester Resume Example

The ultimate formula for your service desk manager resume format

Our best advice on how to style your service desk manager resume is this - first, take the time to study the job advert requirements.

The resume format you select should ultimately help you better align how your experience matches the specific role.

There are four crucial elements you need to thus take into consideration:

• How you present your experience. If you happen to have plenty of relevant expertise, select the reverse-chronological resume format to organize your experience by dates, starting with the latest.
• Don't go over the top with writing your resume. Instead, stick with a maximum of two-page format to feature what matters most about your profile.
• Headers aren't just for "decoration". The header of your resume helps recruiters allocate your contact details, portfolio, and so much more.
• The PDF format rules. It's the most common practice to submit your service desk manager resume as a PDF so that your resume doesn't lose its layout. However, make sure the read the job well - in some instances, they might require a doc file.

Upload & Check Your Resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Mention specific courses or projects that are pertinent to the job you're applying for.

Don't forget to include these six sections on your service desk manager resume:

• Header and summary for your contact details and to highlight your alignment with the service desk manager job you're applying for
• Experience section to get into specific technologies you're apt at using and personal skills to deliver successful results
• Skills section to further highlight how your profile matches the job requirements
• Education section to provide your academic background
• Achievements to mention any career highlights that may be impressive, or that you might have missed so far in other resume sections

What recruiters want to see on your resume:

• Demonstrated experience in managing service desk or IT support teams
• Strong track record in improving service desk operations and customer satisfaction metrics
• Proficiency in IT Service Management (ITSM) tools and platforms, such as ServiceNow or Remedy
• Expertise in implementing and adhering to ITIL best practices within a service desk environment
• Ability to develop and analyze performance reports and implement strategies for service optimization

Quick guide to your service desk manager resume experience section

After deciding on the format of your resume, it's time to organize your experience within the dedicated section.

It's common for service desk manager professionals to be confused in this part of the process, as they may have too much or little expertise.

Follow the general rules of thumb to be successful when writing this part of your resume:

• The perfect number of bullets you should have under each experience item is no more than six;
• Select not merely your responsibilities, but the most noteworthy achievements for each role that match the job requirements;
• List any certificates or technical expertise you've gained on the job and how they've helped you progress as a professional;
• Carefully select the power verbs to go along with each bullet to avoid generic ones like "managed" and instead substitute those with the actuality of your particular responsibility;
• Integrate valuable keywords from the job advert in the form of achievements under each role you list.

If you're on the search for further advice on how to write your service desk manager experience section, get some ideas from real-world professional resumes:

• Managed a team of 25 service desk agents, providing IT support for over 10,000 corporate users, achieving a 95% satisfaction rate.
• Implemented an ITIL-based framework that improved incident resolution times by 30%, significantly enhancing system uptime and reliability.
• Spearheaded the transition to a remote support model in response to the pandemic, ensuring seamless IT operations during a critical period.
• Developed and executed a strategic plan for the expansion of service desk operations, including the integration of a new ticketing system, successfully reducing average ticket closure time by 20%.
• Led a cultural change initiative aimed at improving team morale and customer service delivery, which saw a 15% increase in employee retention.
• Actively monitored key performance indicators and provided weekly reports to senior management, driving data-driven decisions to optimize service desk performance.
• Coordinated 24/7 support operations across multiple time zones, ensuring continuous availability of critical systems for global users.
• Introduced an advanced problem management strategy that decreased recurrent incidents by 40% within a year.
• Negotiated and managed vendor contracts for support tools and services, resulting in a 25% cost reduction while maintaining service quality.
• Oversaw the successful merger of two service desk teams from different companies, integrating processes and staff without disruption to service levels.
• Launched a comprehensive training program that increased first-call resolution rates from 65% to 85%, significantly enhancing customer experience.
• Conducted regular performance reviews and implemented a rewards system that resulted in a 30% improvement in staff productivity.
• Designed and rolled out a self-service portal that led to a 50% reduction in routine support requests, freeing up resources for more complex issues.
• Managed the IT support for company-wide OS migration, ensuring training and resources were provided, achieving a smooth transition with minimal downtime.
• Implemented regular customer feedback loops to identify areas for service improvement, which led to an iterative enhancement of the IT support process.
• Transformed the service desk into a customer-centric operation, which saw a 20% improvement in customer feedback scores over 18 months.
• Pioneered the use of AI-based ticketing and support systems, which led to a 35% decrease in average response times and a 45% decrease in human error.
• Managed a successful departmental audit that identified process inefficiencies, ultimately streamlining workflows and improving resource allocation.
• Initiated and directed a knowledge management project that resulted in a 40% increase in support staff efficiency by providing faster access to troubleshooting resources.
• Oversaw a successful IT security compliance project, ensuring all service desk activities were aligned with the latest industry standards.
• Championed a cross-department collaboration initiative that enhanced the service desk's ability to handle complex cross-functional support inquiries.
• Led a major incident management team through a critical system outage, effectively coordinating restoration efforts that minimized downtime and business impact.
• Boosted support team agility by incorporating Scrum methodologies, resulting in a 50% improvement in change management processes and deployment speeds.
• Authored and enforced service level agreements (SLAs) with internal and external stakeholders, maintaining an adherence rate of 98% throughout tenure.

Quantifying impact on your resume

• Include the size of the team you managed, showing your leadership and organizational skills.
• List the number of service desk tickets resolved monthly, demonstrating your team's efficiency and effectiveness.
• Detail the percentage reduction of ticket resolution time under your management, showcasing process improvement ability.
• State the customer satisfaction scores before and after process changes, indicating your commitment to customer service.
• Mention the amount of training hours you have provided for staff, highlighting your dedication to team development.
• Quantify the budget managed for service desk operations, emphasizing financial stewardship competence.
• Report on the number of projects completed, revealing your project management skills and successful delivery.
• Specify any increase in service levels or uptime percentage, reflecting your focus on maintaining high service quality.

Action verbs for your service desk manager resume

What if you don't have any experience?

There are two very common scenarios about candidates with less experience. They are either:

• Fresh out of college in search of a service desk manager role
• Transferring over from a completely different field

Both of these types of candidates still have a shot at landing their first job in the industry.

All they need to do about the experience section of their service desk manager resume is:

• Consider their strengths - would the outcomes of their previous roles or niche skill sets impress recruiters? Feature those towards the top of your resume
• Exclude any and all irrelevant experience items - remember that at the end of the day, you're telling a story that aims to align with the ideal candidate for the service desk manager job
• Win recruiters over with personality - perhaps your ambition, dreams, and diligence would make you the perfect fit for the service desk manager role. Dedicate resume space to detail your personality traits by showcasing how they've helped you succeed in past roles
• Tailor your experience to specific job requirements - ensure your service desk manager resume answers the advert in the best way possible.

Recommended reads:

• Perfecting the Education Section on Your Resume
• How to List Expected Graduation Date on Your Resume

List your educational qualifications and certifications in reverse chronological order.

Service Desk Manager resume skills: the essential hard skills and soft skills checklist

Ultimately, your Service Desk Manager resume should hint to recruiters that you possess an array of talents that are indispensable to the role.

For example, listing the technologies and software you're apt at using (or your hard skills) and how you apply them in your day-to-day responsibilities would ensure you meet the technical requirements of the role.

But is this enough to ensure that you make a good impression on recruiters?

Go a step further by detailing the soft skills or personality traits you've attained thanks to your work and life experience.

The best way to balance hard skills and soft skills on your Service Desk Manager resume is by:

• Highlighting up to three of your most noteworthy career accomplishments in a separate section.
• Listing at least one hard skill and one soft skill you've used to solve a particular challenge or problem.
• Feature niche skills and technologies that would help you stand out amongst candidates.
• Think back on the social impact your efforts have had towards improving the work environment - were you able to always maintain a professional ethic, while enhancing the team culture? Write about your contribution to the role, department, or organization itself as a metric of success.

The skills section of your resume provides you with plenty of opportunities to detail your technical and personal traits.

All you have to do is select the talents that best fit your application and expertise. Make note of some of the most prominent hard and soft skills across the industry from our list:

Top skills for your service desk manager resume:

ITIL Framework

Incident Management

Service Desk Software Proficiency

Technical Support

Problem Management

Change Management

Network Administration

SLA Management

Ticketing System Expertise

IT Service Continuity Management

Communication

Problem-Solving

Customer Service

Time Management

Decision-Making

Adaptability

Conflict Resolution

If you happen to have plenty of certificates, select the ones that are most applicable and sought-after across the industry. Organize them by relevance to the role you're applying for.

Listing your education and certifications on your service desk manager resume

Don't underestimate the importance of your resume education section . As it may hint at various skills (and experience) that are relevant to the job. When writing your education section:

• Include only higher education degrees with information about the institution and start/end dates
• If you're in the process of obtaining your degree, include your expected graduation date
• Consider leaving off degrees that aren't relevant to the job or industry
• Write a description of your education if it presents you with an opportunity to further showcase your achievements in a more research-focused environment

When describing your certifications on your resume, always consider their relevancy to the role. Use the same format to describe them as you would for your education. If you're wondering what the best certificates out there are for service desk manager roles, check out the list below.

The top 5 certifications for your service desk manager resume:

• ITIL Service Operation (SO) - AXELOS
• Help Desk Institute Service Center Manager (HDI-SCM) - HDI
• Microsoft Certified Solutions Expert (MCSE) - Microsoft
• Certified Service Desk Manager (CSDM) - Service Desk Institute (SDI)
• Project Management Professional (PMP) - Project Management Institute (PMI)

If you're in the process of obtaining your certificate or degree, list the expected date you're supposed to graduate or be certified.

• How to List a Major & Minor on Your Resume (with Examples)

Adding a summary or objective to your service desk manager resume

One of the most crucial elements of your professional presentation is your resume's top one-third. This most often includes:

• Either a resume summary - your career highlights at a glance. Select the summary if you have plenty of relevant experience (and achievements), you'd like recruiters to remember about your application.
• Or, a resume objective - to showcase your determination for growth. The perfect choice for candidates with less experience, who are looking to grow their career in the field.

If you want to go above and beyond with your service desk manager resume summary or resume objective, make sure to answer precisely why recruiters need to hire you. What is the additional value you'd provide to the company or organization? Now here are examples from real-life service desk manager professionals, whose resumes have helped them land their dream jobs:

Resume summaries for a service desk manager job

• With over 8 years of dedicated service management in the fast-paced tech industry, my expertise lies in streamlining operations, elevating customer satisfaction rates by 30%, and effectively leading robust teams. Mastery of ITIL frameworks and advanced problem-solving skills stands at the forefront of my professional ethos.
• A consummate professional possessing a decade's worth of experience in client-facing roles within the hospitality sector, now seeking to translate that extensive customer service mastery into a service desk managerial capacity, backed by acute understanding of CRM systems and a passion for technological solutions.
• Having transformed user experience through the implementation of strategic service desk protocols, during 5 years helming a dynamic IT team, my focus encompasses reducing response times by 25% and integrating AI-driven support mechanisms, demonstrating my commitment to operational excellence and technological innovation.
• A seasoned educator ready to pivot my 7-year track record of curriculum development and stakeholder management into managing service desk operations, bringing strong communication skills and a sharp analytical acumen to elevate user support services within a technology-driven environment.
• Looking to harness my enthusiasm for customer relations and technology, I aim to delve into the world of service desk management. I'm prepared to bring my quick learning abilities, keen troubleshooting insights, and a fresh perspective to deliver high-quality support and drive service excellence.
• Eager to embark on a career in service desk management, I am committed to developing deep proficiency in IT support services. Leveraging my honed communication skills and recent certification in IT fundamentals, I am poised to cultivate a user-centric support environment and contribute to a culture of continuous improvement.

Four more sections for your service desk manager resume

Your service desk manager resume can be supplemented with other sections to highlight both your personality and efforts in the industry. Use the ones you deem most relevant to your experience (and the role):

• Awards - to celebrate your success;
• Interests - to detail what you're passionate about outside of work (e.g. music, literature, etc.);
• Publications - to show your footprint in the wider community;
• Projects - to pinpoint noteworthy achievements, potentially even outside of work.

Key takeaways

• The format and layout of your service desk manager resume should reflect on both your career and what matters most to the job you're applying for;
• Use the resume summary and objective to hint at your most prominent accomplishments;
• Always be specific about your experience and consider what value each bullet you curate adds to your service desk manager application;
• Consider how your academic background and technical capabilities could further showcase your alignment to the role;
• Your soft skills should contribute to your overall service desk manager profile - aligning your personality with skills and results.

Looking to build your own Service Desk Manager resume?

• Resume Examples

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Service Desk Resume Sample

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Work Experience

• Understands service offerings in detail to aid in formulating and articulating new business opportunities to support internal and external customer’s strategic direction and growth
• First point of contact to provide technical support to incoming queries and issues related to computer systems, software and hardware
• Dealing 1st level issues and some more complex level 2 issues
• Monitor ticket queues and escalation of calls to other I.T support members to resolve outstanding and high priority cases
• Identify recurring problems and inform management
• Deployment of new PC's, laptops, software and peripheral equipment
• Log all incidents on our IT Helpdesk Software Tool and continuously update the in-built knowledge base
• Supervise a team of app. 3-7 Service Desk Technicians (Level 1 and 2 )
• Use Cisco Command-Line Interface (CLI) in working with company’s CISCO-based devices
• Utilize available job aids, support tools and online documentation
• Provides telephone customer support for incoming and follow up calls used for initial troubleshooting
• Clearly document issues and solutions
• Learn quickly, be curious and unafraid to look into unknown systems
• Extensive and diverse experience of managing a multi-channel service desk function
• Strong experience defining, implementing and managing Service Desk SLA's
• Strong customer service and collaboration focus
• Excellent people leadership and proven ability to build and inspire high performing teams
• Participate in Internship Program activities in order to get a better grasp of the bank’s overall mission
• The MDA’s Integrated Service Desk (ISD) is the primary “first contact” POC for all MDA users requiring IT services
• Experience recording and publishing meeting minutes
• Average proficiency in Microsoft Word, PowerPoint, Excel, OneNote and Outlook
• Receive customer contacts by phone, email, service desk or web
• Interact with customers to record, categorize, prioritize and possibly close customer requests
• Determine issue supportability, transfer or escalate issues as necessary
• Resolve incidents and fulfill service requests that do not require logging into an application, web service or other system
• Keep customers updated on the resolution status of their issues and requests

Professional Skills

• Strong interpersonal, communication, and organizational skills. Communication skills require excellent written and verbal communication skills
• Excellent service ticket handling skills, Customer Service Skills and Excellent communication skills to all levels
• Possess excellent Customer Service attitude and good communication skill, excellent listening and problem solving skills
• Excellent communication skills including verbal, written, and listening skills
• Experience in digital advertising, customer management, Project management skills, Stakeholder management skills
• Demonstrate strong analytical and problem solving skills on workstation, client/server and business applications
• Exceptional interpersonal skills, with a focus on listening and questioningskills

How to write Service Desk Resume

Service Desk role is responsible for customer, interpersonal, technical, troubleshooting, analytical, organizational, english, training, listening, communications. To write great resume for service desk job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Service Desk Resume

The section contact information is important in your service desk resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Service Desk Resume

The section work experience is an essential part of your service desk resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous service desk responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service desk position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Service Desk resume experience can include:

• Experience with Apple hardware and iOS 4. Experience with Windows OS 2007 & 2010 Soft skills: Strong customer facing skills
• Demonstrated customer service and strong communication skills
• Demonstrate excellent verbal, written, and listening interpersonal communication skills
• Can demonstrate effective interactive skills and ability to work as part of a team
• Telephone Customer Service Skills and People skills
• Strong organizational, problem-solving and analytical skills, with the ability to manage multiple priorities

Education on a Service Desk Resume

Make sure to make education a priority on your service desk resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service desk experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Service Desk Resume

When listing skills on your service desk resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical service desk skills:

• Excellent verbal and written communications skills, strong interpersonal communication skills, problem solving and organizational skills
• Very good soft and people skills in terms of coordination, motivation, time management and effective verbal and written communication skills
• Strong analytical and ITSM reporting skills with prior experience
• Cooperate and have the interpersonal skills to work effectively as a team member
• Demonstrates strong problem solving skills and the ability thrive in a changing, fast paced environment
• Possess solid technical skills and experience supporting both Microsoft and Apple personal computing environments

List of Typical Experience For a Service Desk Resume

Experience for service desk specialist resume.

• Solid technical aptitude and demonstrated problem solving skills
• Performs a variety of project tasks and requires good communications skills with the ability to work with users diplomatically and skillfully
• Demonstrated strong interpersonal skills: telephone, customer service, conflict management, and
• Strong organizational & time management skills with good attention to detail
• Strong communication skills, problem-solving ability and detail- orientation
• Experience of effectively influencing senior managers, suppliers, peers and colleagues
• Strong interpersonal, verbal, written and listening communication skills
• Sound planning & organisational skills to handle the workload and to prioritise activities across the group of customers in a dynamic work environment
• Strong interpersonal, negotiation and influencing skills and the ability to communicate at all levels in both verbal and written communication

Experience For Service Desk Supervisor Resume

• Strong influencing skills to inspire trust and command the respect of both peers and management
• Strong Stakeholder and relationship management skills are essential
• Prioritize multiple tasks effectively and work independently with limited supervision, yet interact well within a team oriented environment
• Excellent organizational skills and the ability to work independently is required
• Strong organisational skills and the ability to manage a high volume workload
• Strong communication skills in English (verbal, written)
• Excellent troubleshooting skills in standard Microsoft Office applications
• Excellent communication skills, a positive phone presence and unwavering commitment to customer service are essential

Experience For Service Desk Agent Resume

• Excellent Interpersonal with the ability to communicate (both verbally and written) and interact effectively at all levels
• Troubleshooting skills, keen to learn through personal study and training (formal + on the job)
• Looking to develop their skillset in continually evolving company
• Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe, Apple, Google, etc)
• Resolving incidents efficiently and effectively
• Demonstrating ability to gain knowledge quickly and develop skills
• Helping other colleagues to develop IT and also soft-skills
• Strong experience troubleshooting, repairing, and supporting the following
• Proven experience troubleshooting and resolving Windows 7 &10, Microsoft Office 2016/365 issues. Including Microsoft Project and Microsoft Visio

Experience For IT Service Desk Specialist Resume

• Exchanges technical information with IBM customers using listening, questioning, and clarification skills
• Utilize reinforcing and corrective coaching skills to foster teamwork and open communication
• Logical processing and problem solving skills
• Phone skills; both making outbound follow up calls to customers and receiving inbound calls
• Maintain relevant skills and credits via internal support continuing training courses (SCTC)
• Proven experience troubleshooting and resolving Windows XP Professional, Windows 7, Microsoft Office 2007, Microsoft Office 2010 issues
• Proven experience in installing and maintaining IP/PBX systems
• Solid experience in developing and documenting processes, and procedures; particularly in a SLA driven environment

Experience For Service Desk Engineer Resume

• Basic networking skills including TCP/IP and the ability to configure network printers
• Basic troubleshooting skills; ability to deal with problems involving concrete variables in standardized situations
• Proven experience in contributing to or running Continuous Improvement Programs with customers or internal business units
• Proven experience in contributing to or managing a Knowledge Base
• Proven experience in training and/or coaching other technical staff members
• Provide the coaching, training, leadership and guidance to service desk analyst in order to grow their skills

Experience For Service Desk Team Lead Resume

• Experience managing KPIs to help gauge the effectiveness of various functions and processes important to achieving organizational goals
• Demonstrated experience implementing and managing quality assurance in a technical support environment
• Solid Microsoft environment knowledge Solid understanding of TCP/IP and networking principles
• Strong knowledge and experience in providing technical and non- technical support by handling inbound/outbound calls, via web tickets/emails
• Experience with Windows 7/10 OS and Exchange Console experience-creating profile emails, increasing mailbox sizes, etc

Experience For Service Desk Associate Resume

• Act professionally, working with users to effectively diagnose reported issues and providing solutions in a timely manner
• Proven working experience in providing over the phone and in person support
• Any coding/programming skills
• Phone support experience (ticketing system experience). Currently on HelpStar, moving to ServiceNow
• Basic technology troubleshooting skills for both hardware and software
• Demonstrated ability to organize and coordinate workload independently among constant deadlines and shifting priorities
• Organization skills and multi-tasking abilities

Experience For Service Desk Representative Resume

• Superior analytical and problem solving skills to make decisions, and discernment to consult with co-workers when needed to resolve issues
• Assess, identify and develop team skills by providing timely feedback on processes and standards in order to enhance the overall quality of support
• Exceptional problem solving and technical skills
• Demonstrate flexibility and ability to handle changing priorities
• Information Technology experience with experience in managing a sizeable IT Service Desk
• Proven experience on driving continuous improvement in service levels and quality
• Analyzes and corrects issues using documented procedures, available tools, and personal knowledge and skills
• Superior problem-solving skills and a unique combination of customer service, communication and technical abilities
• Able to perform multiple, technical tasks with a need to routinely upgrade skills to meet changing job conditions

Experience For Manager, Service Desk Resume

• Participate in training for Service Desk/Call Center best practices, customer service and communication skills
• Demonstrated experience in managing delivery to contracted commitments
• Communicate effectively via telephone, text messaging, email and documentation
• Superior customer facing skills
• Two to four years’ related experience and/or training; or equivalent combination of education and experience
• Communicate effectively and interact with both management and staff levels within the organization, including medical staff

Experience For Senior Service Desk Specialist Resume

• Intermediate to advanced Help Desk/ Service Desk troubleshooting skills for IT hardware, software and/or proprietary applications in an enterprise environment
• Strong knowledge of and/or experience supporting Windows and MS Office products
• Communicate effectively and interact with management and staff levels within the organization, including medical staff
• Customer management and relationship building skills
• Prior experience in manufacturing operational activities
• Excellent problem-solving, communication (verbal and written) and a strong customer-centric attitude
• Analyticaltrouble shooting skills, with technical support background

List of Typical Skills For a Service Desk Resume

Skills for service desk specialist resume.

• Demonstrated strong organization skills including the ability to work on multiple assignments concurrently and prioritize work effectively
• Excellent written and verbal communication skills with good working knowledge of both medical and technical terminology
• Excellent communication skills and good knowledge of English (spoken and written)
• Exceptional interpersonal, written and verbal communication skills, with the ability to create and effectively deliver presentations
• Strong organizational, problem-solving and analytical skills with the ability to manage multiple priorities required

Skills For Service Desk Supervisor Resume

• Communicate effectively with both skilled and unskilled Mac users (and a very small group of Windows VM/PC users)
• Communicate effectively with both skilled and unskilled Mac users (and a small group of Windows VM/PC users)
• Learn new skills and apply those skills in new, imaginative ways
• Demonstrated technical aptitude together with the ability to learn quickly and effectively prioritize multiple issues
• Strong drive to solve problem with good analytical and problem-solving skills

Skills For Service Desk Agent Resume

• Demonstrated strong written, verbal, and interpersonal communication skills resulting in the ability to work in a team environment
• Provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience
• Demonstrated ability to communicate clearly with customers, and strong interpersonal communication skills
• Focused on problem solving using effective troubleshooting and problem solving skills
• Demonstrated experience in effective communications such as running meetings, presenting to staff, knowledgebase articles, standard operating procedures etc
• Proven experience in orientating new employees into the business and making them effective in their new roles
• Excellent multi-tasking and problem solving skills with a high level of attention to detail
• Basic network troubleshooting skills and experience using remote access tools
• Logical thinking, good at problem solving, highly self-motivated, analytical skills

Skills For IT Service Desk Specialist Resume

• Demonstrated problem solving , troubleshooting and analytical skills
• Proven communication skills, specifically in the areas of active listening and open questioning
• Demonstrates world class interpersonal skills to communicate understanding, expectations, and resolution to foster a positive user relationship
• Good telephone skills in handling multiple telephone lines
• Exceptional verbal and written communication and interpersonal skills with an excellent understanding of English
• Excellent problem solving skills with a high level of attention to detail
• Multi task, prioritise and manage time effectively, ensuring tasks are completed within SLA
• Excellent customer service and listening skills with a polite, professional and friendly manner
• Strong people management, coaching and leadership skills

Skills For Service Desk Engineer Resume

• Good time management, organisational and communication skills
• Excellent communication (both written and verbal) and listening skills - required to contact the clients via e-mails or calls
• Effective English Communication skills, both written and oral
• Excellent Analysis, Interrogation, and Evaluation Skills
• Demonstrate organization and documentation skills
• Provide a operational and technical IT assistance to LM Wind Power employees in order to enable to operate more effectively and efficiently
• Strong written and verbal communication skills to convey information accurately

Skills For Service Desk Team Lead Resume

• Excellent interpersonal skills, accuracy and attention to detail
• Excellent communication skills in French and English (oral and written)
• Effectively prioritise, estimate, plan and complete workload to meet deadlines
• Strong customer service skills, both in oral and written capacity
• Strong interpersonal communication skills and the ability to work across business functions
• Effectively prioritize in a fast paced, frequently changing environment while remaining detailed and organized
• Good interpersonal skills with a service and solution orientated approach
• Fluent verbal and written skills in English, with the proven ability to produce written reports and presentations to senior management

Skills For Service Desk Associate Resume

• Good inter-personal communication skills – able to explain issues to internal customers, programmers and follow instructions accurately
• Attention to detail, administration, and demonstrated organizational skills required
• Or prior supervisory experience and ability to demonstrate leading and developing a team
• Excellent customer service, verbal and written communication, interpersonal, organization, and crisis management skills
• Excellent analytical and trouble-shooting skills to document and resolve issues in a detailed, timely, and comprehensive manner
• Customer-first attitude and high performance driven with strong analytical and critical thinking skills
• Manages time effectively and according to priority

Skills For Service Desk Representative Resume

• Active Directory Troubleshooting skills/experience
• Outlook troubleshooting skills/experience
• Citrix troubleshooting skills/experience
• Strong customer service skills using multiple communication channels with customers and technicians
• Hands-on experience with contact center telephony technology: IVR, chat, CTI, skills based routing
• Customer focused with excellent interpersonal and communication skills, including written communications

Skills For Manager, Service Desk Resume

• Proven experience providing effective and professional communication
• Solid background in IT operations and service management, proven experience as a Service Desk manager supporting >40000 Users
• Very good English skills (verbal and in writing)
• Demonstrate ability to quickly and effectively absorb and apply knowledge in a rapidly changing IT environment
• · Strong problem solving and research skills
• Provide support over the phone; good phone skills, professional demeanor
• Any prior job with customer service skills
• Proven experience in SAP system or similar program, very good knowledge of MS Office
• Service oriented, customer focused with good customer service skills

Skills For Senior Service Desk Specialist Resume

• Excellent communication and interpersonal skills gained in a customer service environment
• Friendly, empathic presence and helpful attitude; good interpersonal skills and ability to communicate complex technical concepts
• Excellent attention to detail and follow-up skills to ensure that issues are resolved
• Proven customer satisfaction/service skills and customer service mentality
• Good skills with Windows XP, 7 and MS Office 2010 applications
• Using advanced IT Knowledge, tools and problem solving skills, determine, diagnose and solve computer-related issues
• Typing and PC skills, understanding of network protocols

List of Typical Responsibilities For a Service Desk Resume

Responsibilities for service desk specialist resume.

• Interpersonal Skills – ability to notice, interpret and anticipate others concerns and feelings, and to communicate this effectively
• Possess strong analytical troubleshooting skills coupled with a strong sense of urgency
• Analytical skills (ability to analyze and synthesize), team-player, manages time and workload effectively
• Strong project management knowledge / excellent analytical, technical & diagnostic skills
• Service orientated, customer focused with good customer service skills
• Excellent customer service, telephone, oral and written skills

Responsibilities For Service Desk Supervisor Resume

• Strong verbal and written English and region specific language skills
• Excellent communication and hospitality skills required
• Strong analysis and management skills
• Demonstrated ability to effectively communicate, independently analyze and weigh the risks verses benefits in decision and recommendations
• Demonstrated history of successful organization and time management skills

Responsibilities For Service Desk Agent Resume

• Good interpersonal & customer service skills
• ExcellentEnglish language skills both verbal & written
• Working knowledge and basic router, switch, firewall, and wireless LAN troubleshooting skills
• Use questioning skills to easily explore customer needs and concerns while recognizing buying signals
• Exceptional customer service, listening, and problem solving skills
• Strong understanding of Service Desk systems and processes with experience using BMC Remedy and Microsoft System Center (SC) Suite

Responsibilities For IT Service Desk Specialist Resume

• Lead teams effectively through structured coaching and delivering by example
• Great customer service/communication skills- The are looking for someone who enjoys being on the phone with end users rather than email
• Well developed hardware troubleshooting skills in a managed computing environment (e.g. Active Directory)
• Demonstrates competence in prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs)
• Proven experience using Microsoft Excel spreadsheets
• 24 X 7 helpdesk support, monitor and respond quickly and effectively to requests and incidents received to IT helpdesk over call and ticketing system
• Demonstrated experience and expertise in computer and IT troubleshooting and support
• Provide exemplary customer handling skills to warm transfer the inquiry to the right area for support
• Work with senior staff members on more difficult issues to improve troubleshooting skills

Responsibilities For Service Desk Engineer Resume

• Utilize outstanding written and verbal communication skills to establish rapport
• Uses problem solving skills to troubleshoot problems or situations and thinks abstractly to solve them
• Demonstrated experiences with Wide Area Network troubleshooting, vendor escalations, and trouble ticket management
• Coordinates with other IT management to expedite the handling of urgent trouble reports and document problem resolution to build a skills knowledge database
• Effectively work with corporate, international, and/or field based information technology staff to ensure a stable working environment
• Proficient in verbal communication, writing, time management, organizational and presentation skills
• Two or more years of experience in an IT service desk capacity including experience with problem analysis resolution, escalation and follow-up
• Experience demonstrating a memorable customer experience

Responsibilities For Service Desk Team Lead Resume

• Demonstrates a good logical approach to problem solving
• Prior experience supporting Macintosh and Apple devices
• Adaptive leadership skills able to meet the needs of a diverse team covering multiple locations
• Positive, professional image with great client facing skills
• Basic key board and typing skills
• Proven ability to pay strong attention to detail·
• Language Skills: English & Italian
• Proven experience troubleshooting and resolving Windows 10, Microsoft Office 2010/2013 issues. Including Microsoft Project and Microsoft Visio

Responsibilities For Service Desk Associate Resume

• Maintain and develop own knowledge and skills to assist with first-time fault resolution
• Develops and delivers coaching plans that incorporate observations and level 2 performance trends to enhance team skills
• Help Desk experience doing remote support or 3+ years of Desk Side support experience
• Communicate professionally and effectively with users for follow-up when required
• Identify trends and effectively communicate (verbally and by written correspondence) with all levels of the organization regarding reported issues
• Work effectively with cross-functional departments
• Strong experience of leading a Service Desk in a large corporate environment within an ITIL framework organisation

Responsibilities For Service Desk Representative Resume

• High levelFrench or German and upper-intermediate Englishlanguage skills
• High level French or German and upper-intermediate English language skills
• High level German and upper-intermediate English language skills
• Exercises professional written and verbal communication skills at all times
• Superior problem solving skills and a unique combination of customer service, communication and technical abilities
• Adapt to change and work effectively in a dynamic work environment
• Communicate effectively and tactfully with customers, employees, and peers, in English, both verbally and in written form
• Effectively triage incoming requests, including identification of appropriate routing for a service request
• Effectively support colleagues in Service Desk

Responsibilities For Manager, Service Desk Resume

• Advanced/Expert skills in MS Office, Excel and Powerpoint
• Understands established service level agreements, and effectively works to meet or exceed those standards
• Proficiency in written and verbal communications. Expert organizational skills
• Utilize technical skills, historical records, knowledgebase, and other available tools to analyze and diagnose customer issues
• Demonstrate qualities representative of A&F’s unique culture with a strong appreciation for customer service, inclusiveness, and a casual hospitality
• Serves the entire organization and works with all levels of management; therefore, professional written and verbal communication skills are essential

Responsibilities For Senior Service Desk Specialist Resume

• Diagnosing fault-related cases by effectively utilising software diagnostics and other network/product utility programs
• Technical support experience within a diverse user community, including at least one year of help desk experience
• Keyboard skills (typing, 10-key, alpha/numeric)
• Energetic quick learner with prior phone and in-person support experience
• Collaborate with a variety of personalities and skillsets
• Experience in a Microsoft Windows based enterprise environment with call center or service desk experience

Related to Service Desk Resume Samples

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Resume Worded   |  Career Strategy

• All CV Examples
• Administrative Resumes/CVs

3 Service Desk CV Examples - Here's What Works In 2024

Want a service desk job then you need a cv that shows you're the one for it. in the pages ahead, i’ll guide you with examples, templates and tips that work. we’ll cover what hiring managers like me look for. let’s make sure your cv tells the right story about you, your skills, and your passion for the service desk industry..

Standing firm as the first line of defense in any IT business, the service desk role is a coveted position. It's a variety act of user support, problem puzzles, and tech tasks. These daily duties need to shine brightly on your service desk CV or resume. And yes, let's scrap the confusion early on - a CV or resume, it's the same thing in this field, just a tag-swapping trend from different parts of the world. Most folks embark on their service desk journey fresh out of school. They start as novices, learning the ropes, and with hard work begin to climb the ladder. Experiences pave the way to higher roles, and then - the mastery of the trade. Managing teams and tough tech issues become the new normal. The job landscape for the service desk is shifting fast, with a strong demand for cloud service expertise and cybersecurity skills projected in 2024. Speaking of jargon, let's talk CVs and resumes. As you surf the web, you'll notice scrambled advice - CVs are long, resumes are short! Here's the simple truth: in the service desk world, they're like twins. In fact, you could say a CV is an overseas cousin to the American resume. Unless you're in an academic or research field, keep it crisp and concise - with a 1-2 page format that's the industry gold standard. We're going to sail you through the art of crafting a standout service desk CV. Up ahead, you'll find smart 2024 templates designed to catch a recruiter's eye. But that's not all! We'll also shine a light on the top skills to display and how to list them on your CV. Trust us, it's easier than you think. So, what are you waiting for? Let's dive in!

Service Desk CV Templates

Jump to a template:

• Service Desk Analyst
• IT Service Desk Analyst
• Service Desk Technician

Jump to a resource:

• Keywords for Service Desk CVs
• Action Verbs to Use
• Related Administrative CVs
• Similar Careers to a Service Desk
• Service Desk Resume Examples

Template 1 of 3: Service Desk Analyst CV Example

As a Service Desk Analyst, you're kind of like a superhero. When IT challenges arise, you're the one who swoops in to save the day. Many businesses are shifting to digital operations, making your role increasingly valuable. In fact, the trend is toward distributed service desks, where analysts provide remote support to multiple locations. When writing your CV, consider how you can convey your proficiency in troubleshooting, problem-solving, and delivering excellent customer service in a fast-paced, dynamic environment. In today's tech-driven world, it's becoming more common for Service Desk Analysts to work with AI tools. So, highlighting your ability to adapt to new technologies and collaborate with AI-powered systems can really set you apart. It's also essential to emphasize your communication skills, as you'll often be the point of contact between the IT department and the rest of the company.

Tips to help you write your Service Desk Analyst CV in 2024

   showcase your technical aptitude.

On your CV, list specific technologies you're proficient in, like certain software or hardware solutions. As a Service Desk Analyst, you should demonstrate your ability to troubleshoot these technologies and resolve issues.

   Prove your communication skills

As a Service Desk Analyst, you'll often serve as the bridge between IT and non-IT personnel. Show instances where you explained complex technical issues in layman’s terms or mention certifications in ITIL methodologies, which emphasize effective communication.

Skills you can include on your Service Desk Analyst CV

Template 2 of 3: it service desk analyst cv example.

As an IT Service Desk Analyst, you're the frontline support for users who experience technical issues. This job requires a unique mix of soft skills and technical knowledge - you need to solve problems under pressure while providing excellent customer service. Industry trends show that there's a growing demand for analysts who can work with cloud-based systems and cybersecurity issues, so recent experience in these areas is a big plus. When crafting your CV, remember that your goal is to show potential employers that you're both a tech wizard and a dependable team player, as IT services is a customer service centric job as much as a technical one.

Tips to help you write your IT Service Desk Analyst CV in 2024

   emphasize customer service skills.

In your CV, detail any professional experiences where you demonstrated customer service skills. As an IT Service Desk Analyst, you'll be interacting with users who may be frustrated or lack technical knowledge. Show employers that you can handle these situations with empathy and patience.

   Showcase your technical certifications

Since you'll be dealing with IT issues, showcase any relevant IT certifications you have. This might include CompTIA A+ or Microsoft certification. It will reassure potential employers that you have the technical skills required to solve their IT issues effectively.

Skills you can include on your IT Service Desk Analyst CV

Template 3 of 3: service desk technician cv example.

As a Service Desk Technician, your role is all about communication and problem-solving in the tech world. It's not just about fixing computers anymore. Lately, there's a trend of service desk techs becoming the bridge between non-IT staff and the complex world of IT, which means your CV needs to show you can explain tech stuff in simple terms. Your CV should also convey that you're up to date with the latest tech solutions because the industry is rapidly evolving, and employers want someone who can keep up.

Tips to help you write your Service Desk Technician CV in 2024

   showcase your itil knowledge.

ITIL (Information Technology Infrastructure Library) is the foundation for service desk operations in many organizations, so it's essential to mention your ITIL knowledge. Put it upfront, along with any certifications you hold. Make sure to also detail how you've applied ITIL principles in your past roles.

   Detail your communication skills in tech context

You'll be the go-between for the tech and non-tech staff, which means you need to effectively communicate complex ideas in simple language. In your CV, provide examples of how you've simplified tech jargon for non-IT staff or how you've translated user issues into technical terms.

Skills you can include on your Service Desk Technician CV

Skills for service desk resumes.

When crafting a Service Desk CV, it's vital to let your skills take center stage. As the first line of defense in IT issues, showing you're a problem-solver is key. Try lining your CV with verbatim skills from the job post. Think of it as a puzzle. Your mission: make your CV match the job ad, linking every skill required with an example from your past work. Consider adding phrases like, "Troubleshot complex hardware issues using [specific software]". This shows you've got the hard skills and the know-how to tackle common tasks. Regularly reviewing your CV to make sure it’s aligned with the job you’re applying for can land you the right side of the job gatekeeper, the Applicant Tracking System. Be as clear and simple as possible. Avoid fancy terms and buzzwords. Job seekers who speak plainly often find their CVs sailing smoothly past of the automatic filters. Basically, put your skills front and center and watch your Service Desk career take off.

• Windows Server
• Service Desk
• Technical Support
• Active Directory
• Software Installation
• Virtual Private Network (VPN)
• Information Technology
• Computer Hardware Troubleshooting
• IT Service Management
• Microsoft Exchange
• System Administration
• Remote Desktop
• Incident Management
• Computer Hardware
• Troubleshooting

Skills Word Cloud For Service Desk CVs

This word cloud highlights the important keywords that appear on Service Desk job descriptions and CVs. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

Action verbs for service desk resumes.

The core role of a service desk job is all about solving problems, managing tasks, and assisting customers. Reflect this in your CV by using action verbs that speak volumes. These zingy words can show details of your skill set in a clever yet simple way. Consider verbs like 'resolved' or 'managed.' For example, you might say 'Resolved 90% of tech issues within a three-minute window.' Maneuvering problems and reaching solutions is the heart of the job and your CV should echo that. Or you might use 'managed', as in 'Managed incoming calls while accurately logging tickets.' This shows ability to balance tasks, vital for service desk roles, in a way that's easy to understand. Get creative with these verbs; make your CV not just a list, but a story of what you can do.

• Streamlined
• Troubleshot
• Orchestrated
• Coordinated
• Prioritized
• Customized.

For more related action verbs, visit Customer Service Action Verbs .

For a full list of effective CV action verbs, visit Resume Action Verbs .

Other Administrative Resumes

Customer service.

Service Technician

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• Research Assistant CV Guide
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• Inventory Manager CV Guide
• Desktop Support CV Guide
• Loan Processor CV Guide
• Warehouse Manager CV Guide
• Fundraising CV Guide

Service Desk CV Guide

• Help Desk CV Guide
• Administrative Coordinator CV Guide
• Administration CV Guide
• Scheduling CV Guide
• Gig Economy CV Guide
• Project Administrator CV Guide
• Facilities CV Guide
• Revenue Cycle CV Guide
• Service Desk Analyst CV Example
• IT Service Desk Analyst CV Example
• Service Desk Technician CV Example
• Skills and Keywords to Add
• Related Administrative Resumes
• All Resume Examples
• Explore Alternative and Similar Careers
• Service Desk Cover Letter
• Service Desk Interview Guide

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Help Desk Associate Resume

[Your Name]

[Your Address] | [Your Social Media]

A dedicated and resourceful Help Desk Associate with over [Years of Experience] years of experience in IT support, specializing in troubleshooting, system administration, and user assistance. Possess strong problem-solving skills and a profound ability to communicate technical information clearly to non-technical personnel. Looking to leverage extensive knowledge of software, hardware, and networking in a challenging role at [Company Name] .

Recognized for improving operational efficiencies by streamlining processes and increasing customer satisfaction ratings. Eager to bring a customer-focused approach to the technical team at [Company Name] to enhance the overall service experience.

II. Professional Experience

[Current or Most Recent Company Name] , [City, State]

Help Desk Associate

[Start Date] – [End Date or Present]

Provided timely and accurate customer support, resolving [Number]% of issues within the targeted time frame.

Managed daily operations of a help desk, serving over [Number of Users] users across multiple locations.

Contributed to a [Percentage]% improvement in customer satisfaction through enhanced help desk practices.

Implemented new ticketing system that increased tracking efficiency and decreased response times by [Percentage]%.

[Previous Company Name] , [City, State]

Junior Help Desk Technician

[Start Date] – [End Date]

Assisted in the documentation and escalation of technical issues to senior IT staff, reducing resolution time by [Percentage]%.

Regularly updated internal knowledge base with information regarding troubleshooting and problem resolution.

Conducted remote troubleshooting and provided clear, step-by-step instructions for end users experiencing technical difficulties.

III. Education

[Your University Name] , [City, State]

Bachelor of Science in Information Technology

Graduation: [Year]

Relevant Coursework: Network Security, Database Management, Systems Analysis

Technical Support and Troubleshooting

Customer Service Excellence

Help Desk Software (e.g., Zendesk, Freshdesk)

Network Troubleshooting

Proficient in Windows and Mac OS environments

Hardware Diagnostics and Repair

Effective Communication Skills

V. Technical Proficiencies

Operating Systems: Windows, macOS, Linux

Software Applications: Microsoft Office Suite, Adobe Creative Suite

Networking: TCP/IP, DNS, DHCP

Remote Support Tools: TeamViewer, Remote Desktop Connection, LogMeIn

VI. Awards & Recognitions

Employee of the Month - [Company Name] , [Month, Year]

Excellence in Customer Service Award - [Company Name] , [Year]

VII. Certifications

CompTIA A+ Certified

Microsoft Certified: Azure Fundamentals

ITIL Foundation Certificate in IT Service Management

VIII. Professional Affiliations

Member of Help Desk Institute (HDI) since [Year]

Member of the Association of Information Technology Professionals (AITP) since [Year]

IX. References

Available upon request.

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Service Desk Manager Resume Samples

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• Create and manage reports to upper level management about all aspects of IT Technical Management including SLAs
• Provide weekly database status and performance reporting in order to assist the Program Manager
• Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner
• Develops key performance indicators (KPIs) and provide regular reporting for management on Desktop Support activities and metrics
• Work with the Operations Manager to establish and operationalize Service Level Agreements for key services
• Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
• Provide performance reporting capabilities from the call management system
• Plan work schedules for global help desk operations and assign staff to accomplish daily work by providing for variations in workload
• Active involvement in employee development through training, coaching and performance management
• Manages the overall Service Desk performance for the region of responsibility as well as the performance of individual Team Leads and Analysts
• Monitors and measures the performance and results of IT Service Desk resources and provides direct and timely performance feedback
• Provide superior communications to management, business partners and other stakeholders regarding IS performance
• Manages performance and development of team members, including policy administration, compliance, coaching, disciplinary action and recognition
• Drive continuous improvement into service desk processes through the identification and trending of key performance indicators (KPI)
• Desktop, Wide Area Network, Local Area Network and Telephone functions
• Accurately communicates pertinent information. Assists in the development and
• Information to create a work environment that lends itself to the best interests of
• Provides leadership by projecting a positive attitude, and providing learning
• Manages the Help Desk staff including consultation on performance evaluations,
• Performs duties in a cost-effective manner to avoid waste of resources without
• Monitors problem management database and follows up with assigned personnel
• Knowledge of various software application packages including a strong knowledge of Microsoft Office applications
• Professional IT Certifications, such as: A+, Network+, Microsoft MCP, MCSA, or MCSE, basic knowledge of routing and switching
• Good verbal and written communications skills with the ability to effectively document procedures
• Excellent analytical skills and attention to detail
• Strong organizational skills and multitasking ability
• Strong attention to detail
• Ability to use a personal computer. Proficiency with other Microsoft Office applications
• Ability to provide effective communication and status to manage sponsor expectations and deliverables to predefined target dates
• Knowledge of a wide rage of BT products and services, and understanding of how they support each other in providing an end to end customer quality service
• Ability to manage a wide range of cross-functional activities while meeting time sensitive and variable deadlines

15 Service Desk Manager resume templates

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• Balance technological and operational needs with financial control and communication needs
• Manage multiple operations teams
• Manage global roles with regional accountability in a matrixed organization
• Minimum 10 years of Business Technology Management experience in a request/ production based environment such as a call center or cross-functional teams
• Leadership development of document structures with minor guidance, idea generation with customer, strong spoken communication of tactical plans to team on a routine basis
• Demonstrated ability to make complex decisions or recommendations based upon experience, analysis and judgment. Holds others accountable for quality and timeliness of decisions. Capable of incorporating new information with historical information to make timely decisions
• Negotiates skillfully in difficult situations with both internal and external groups
• Root cause analysis, process improvement driver, understands where to focus priorities and resources

Global IT Service Desk Manager Resume Examples & Samples

• Lead and manage an On-Shore Service Desk organization to ensure team and individual performance levels consistently meet or exceed the needs of clients/users
• Oversee all Service Desk activities and respond to escalated service desk incidents and requests. Oversee incidents and requests including, but not limited to, the following: Windows and Mac-based hardware and software, Telephony, Account creation, Network and wireless connectivity, iOS and Blackberry devices, Video/Chat Conferencing
• Ensure working practices and processes are standardized and repeatable to support Service Desk activities
• Monitor and evaluate key performance indicators, taking action to meet and maintain Service Desk goals, objectives, and Service Level Agreements
• Monitor recorded and/or live calls from end users in order to ensure and improve quality of service
• Ensure incidents and service requests are managed effectively to Service Level Agreements
• Ensure Key Performance Indicators are achieved or exceeded
• Ensure incidents levels and associated mean time to restore are continually being driven down via documentation creation within a knowledge base, education/training of service desk representatives and/or process enhancements
• Complete staff reviews and appraisals, and develop personal development plans
• Ensure upwards and downwards communication takes place regarding Service Desk activities
• Oversee management of on-shift and off-shift staff rotation to ensure continuity of service for customers
• Provide Service Desk reporting to Executive Management within established intervals
• Facilitate and lead team meetings
• Ensure personnel receive consistent training through both formal and informal training programs
• Lead/participate in vendor management initiatives with a primary focus on continuous improvement of vendor service desk personnel and process enhancements
• Establish and maintain effective working relationships within the Technology organization
• Perform special assignments as required by the Director of On-Shore Service Desk and/or leadership team
• Provide a strategic plan for development and maintenance of proper service/help desk procedures
• Develop methodologies for increased first call resolution building strong relationships within IT and knowledge base build out
• Manage the processing of incoming calls to the service desk ensuring courteous, timely and effective resolution of end user issues
• Meet with business and IT leaders to continuously improve the customer experience through the service desk
• Develop and provide accurate business and IT service level agreements (SLA) and metrics including response time, first call resolution, individual and team statistics
• Be an active member of the Technology Standards Council to develop refined infrastructure standards, processes, and practices to be used globally
• Implement with other IT Client Service teams ticketing systems that will accurately capture all work performed
• Ensure and maintain all service tickets in appropriate ticket queues
• Dispatches appropriate technical or professional service technician
• Conduct performance appraisals including career development, merits, bonuses and disciplinary actions if needed
• Bachelor’s degree in Computer Science with a minimum of 5 years work experience working on an IT service/help desk or Associates degree in a technical discipline with a minimum of 3 years’ experience managing an IT service/help desk
• Must be a detail-oriented self-starter with minimal supervision
• Proven troubleshooting and diagnostic skills
• Demonstrated leadership ability during high pressure situations
• Strong customer communication skills (interpersonal/oral/written) with an ability to communicate complex technical design concepts and translate into non-technical business solutions
• Advanced knowledge and proven record deploying and supporting Microsoft Windows (XP and above) and Office (2003 and above)
• Proven knowledge and illustrated deployment and support of Apple OS X (10.5 and above) and basic applications
• Good understanding of and practical deployment experience of mobile messaging devices including Blackberry, iOS, Windows Mobile, and Android handhelds and tablets
• Basic understanding of the following protocols and networking services: TCP/IP, DNS, and DHCP
• Provide guidance on service desk processes and procedures to local clients and Tier 2/3 support groups
• Offer recommendations to EIS Workplace Team to improve efficiency and quality
• Track SLA’s and client satisfaction for the service desk service delivery with an eye toward identifying improvement opportunities
• Record service delivery critical information in a tracker in order to

IT Service Desk Manager Resume Examples & Samples

• Manage the process and own results of training team members, empowering them to exceed the teams goals
• Overall responsibility for performance reviews, development plans, scheduling, technology implementation and team growth
• Foster a collaborative work environment, resolve disputes, offer praise and feedback and act as an escalation point for critical issues or difficult users
• Define and enforce clear, measurable targets for operational metrics
• Receive and promptly address tickets escalated from Service Desk Supervisor to ensure timely resolution and customer satisfaction
• ITIL qualification and MCP certification is preferable but not essential

National Service Desk Manager Resume Examples & Samples

• 12 month fixed term contract
• Technical Diploma
• At least 5 years experience in in the IT industry with min 2 years Service Desk experience
• At least 5 years experience in with Microsoft Active Directory
• At least 2 years experience in in supporting 800+ workstations using Microsoft Operating Systems
• At least 2 years experience in with a formal change management corporate environment

Service Desk Manager, Managed Services Resume Examples & Samples

• 3KeyResponsibilities
• To ensure resource/ service restoration as per defined
• To review performance of Service Desk team members
• Authorized to report security breach incidences
• Authorized to raise indent for additional manpower to his/ her manager
• Authorized to interview and recommend for recruitment of manpower
• To plan and perform competence development of team members
• To approve time sheets
• 5CandidatePrerequisites
• University Degree
• 8-12 years of experience in Telecom and/ or IT Services organization
• Vendors' technical certification in Networking, Infrastructure
• The candidate should have worked for 5-7 years in Technical, Infrastructure Management, Service Desk environment
• Technical and/or functional skills: IT and/ or Telecom domain
• Good on Spread Sheet, Presentation Software
• Leadership skills: Matrix Management, Decision Making, Self Initiator, Having analytical mind, Independent working having self discipline

Service Desk Manager for Bloomberg Philanthropies Resume Examples & Samples

• Manage a team of Tier 1 and Tier 2 Service Desk technicians (5) who provide support to global organization working in four NYC offices along with remote staff
• Manage incoming calls and emails to the Help Desk to ensure courteous, timely and effective resolution of end-user issues
• Ensure staff documents ticket resolution accurately, completely and coherently
• Manage software and patch updates coordinating with IT management and System Engineers
• Oversee installations, environmental changes and SW upgrades
• Respond to requests and incidents within the SLA and report on deviations
• Monitor all opened tickets and Service Desk projects and ensure that subjects and resolutions are aligned with the Knowledge Management database
• Provide useful Help Desk and operations statistics, track and report trends in request volumes (call and email) and helpdesk subject frequency
• Provide weekly Help Desk efficiency reports
• Participate as a member of the Change Management and IT Steering Committees
• Implement Business Continuity procedures for the Help Desk staff and coordinate recovery activities with the IT Management Team
• Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, and make recommendations in these areas
• Organizes, manages and directs the work of the employees in the assigned function
• Oversees the assignment of duties and responsibilities to employees
• Observes and evaluates employees and work procedures to ensure quality standards and service are met
• Mentors, develops and provides on-the-job training to subordinates to strengthen their current performance and preparation for future advancement
• Track and analyze performance and trends
• With IT Management, establish/adjust Help Desk service levels including problem resolution expectations and timeframes
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Plan and conduct staff performance reviews and development planning
• Apple Support and Mac Integration (10.6+)
• Microsoft Server 2003/2008/2012
• Microsoft Desktop Support
• Microsoft Office 2010/2013
• IOS device management
• Anti-virus product experience
• Operating Systems and software enterprise roll-out experience
• Apple Bootcamp implementation
• Cisco IP phone administration a plus
• 5+ years of general IT experience
• 3+ years working in a Help Desk/service role (troubleshooting problems)
• 2+ years managing a Help Desk
• 4+ years in Help Desk operations that includes both Mac and Windows and documenting troubleshooting steps/instructions
• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within RBC. Determine root cause of issues and communicate appropriately to stakeholders
• Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with business partners
• Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed)
• Oversee Knowledgebase and ensure quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. Manage process for communicating outage/emergency activities to the organization
• Ensure Incident Management processes are adhered to and ensure on-going review of sev 1 & sev 2 incidents
• Ensure Problem Management processes are adhered to and ensure on-going review of problem tickets
• Delegated authority for Incident and Change mgt
• Provide reporting functions to support the Production Assurance group
• Manage the weekly US CAB meeting, generate the weekly CAB and USWI High Risk Change agendas, weekly Change Review, and the forward looking Change Calendar
• Incident/Change/Problem Mgt experience
• Working knowledge of ITIL
• Ability to work as a team
• Ability to work on international issues
• Ensure that appropriately skilled and trained resources are deployed into the service and that they are working in accordance with agreed internal and customer procedures and standards
• Ensure that financial objectives are met and service profits and losses are in line with the expectations
• Demonstrate strong leadership skills
• Resilient, focused and performance driven in a dynamic and fast moving environment
• Able to work with a minimum level of supervision as well as perform under pressure and meet tight deadlines
• Management of the Service Desk on a day to day basis, including Incident, Problem, Change and Request management as the main point of contact for customers
• Management and direction of the Service Desk team members, including personnel management such as performance, absence and planning of leave
• Ensure the Service Desk owns customer generated workload and drives customer requirements
• Manages demand, capacity and SLA adherence in accordance with service agreements, balancing resources across shift patterns
• Ensures individual, team and operational development, with targeted competency plans and SMART objectives. Clear objectives and reporting to demonstrate needs, progress, timelines
• Manages information systems to deliver accurate customer outcomes – accurate processes/procedures, knowledge base, persistent gap analysis and up-skilling methodology
• Able to respond to multi-channel demand with a structured, flexible approach
• Comfortable and competent in handling initial escalations, finding appropriate assistance from the business where required
• Build and maintain a healthy KPI and performance dashboard for the Service Desk, Operation and end-to-end Service; including SLA adherence, individual/team performance, Service Desk capacity, workload metrics (using operational information, resources and personnel as required)
• Development and own Operational Development Plan for the Service Desk and work in a programmatic approach to demonstrate continued progress towards evolving objectives
• Understand, define and drive change around the Service Desk and it’s deliverables towards industry standards
• Ensure the Service Desk is dynamic and able meet fast pace of change through iterative management approach
• Develop and nurture relationships across support and the wider business (for both Incident/Problem/Change urgency and internal operational initiative buy-in)
• Represent the Service Desk, Operations and Custom to wider audiences, including customers, to explain the value of the service
• Contributing to wider business initiatives and projects as required

IT Application & Data Service Desk Manager Resume Examples & Samples

• Manage ongoing support to all employees for applications owned by the IT ADS Group making sure the appropriate resources are scheduled to effectively answer questions submitted by employees using the applications
• Manage and oversee IT Service Desk Analysts, Consultants and Business Analysts to ensure timely and accurate responses to reported issues. These responses should also be reliable, responsive, empathetic and competent
• Responsible for daily tasks and/or required maintenance (if applicable) of all LOB applications
• Manage support calendar and scheduling of IT Service Desk Analysts to ensure adequate support coverage for LOB
• Manage the processes of completing bank-required paperwork for IT related functions as directed (Customer Service Request (CSR), Fixed Asset Request (FAR), Firewall Service Request (FSR), etc.)
• Manage project and task assignments to ensure workload is balanced across all resources within the IT ADS Service Desk organizational structure
• Communicate with other Service Desk Analysts, vendors, and/or subject matter experts to solve issues with automated applications
• Own the problem management process, to include identification, root cause analysis, and documentation of problems in order to prevent or alleviate repeat outages
• Manage proper utilization of the BB&T IT Ticket Management system by IT Service Desk Analysts to ensure all calls are being logged and resolved in a consistent fashion
• Review the BB&T IT ticket management system for usage and quality of input. Use this information as a coaching, trending and motivational tool for other IT ADS Service Desk Analysts
• Develop and maintain relationships with subject matter experts for all LOB automation systems to assist with limiting single points of failure
• Maintain proper staffing levels within the IT Service Desk infrastructure to ensure appropriate support for LOB resources
• Report trends that are discovered through the support process to appropriate groups within BB&T to limit the impact to BB&T
• Bachelor's degree or equivalent education and related training
• Seven years of work experience in related field/industry and a deep understanding of the industries supported
• Threeyears of managerial responsibility in an IT Help Desk environment
• Above average communication skills with the ability to relate to all levels of management
• Strong planning, prioritizing and organizing skills
• Ability to effectively supervise and motivate employees
• Excellent decision making and judgment skills using logic and facts to determine the optimal course of action
• Self starter with the ability to work independently and communicate status to various levels of staff as appropriate
• Knowledge of the BB&T systems to be supported
• Excellent written and verbal communications skills and ability to clearly communicate technology issues/direction in a manner all levels of personnel can understand
• Proven ability to develop a cooperative and supportive team which fosters teamwork
• Understanding and ability to consistently exceed customer expectations and requirements
• Train, coach, and mentor Help Desk support team to ensure customer and business objectives are met
• Establish action and strategy orientation around ticket trend analysis and deriving direction from that analysis, work with partners to address and strategize around changes
• Own open issues and work closely with escalation partners to identify, document and monitor any and all exceptions
• Develop and support a customer focused culture
• Manage issue escalations to prompt satisfactory outcome
• Improve or recommend new processes as needed
• Provide training as needed to support strategy and changes
• Participate in individual and team trainings and meetings to ensure knowledge is up-to-date
• Ability to analyze data or statistics to manage the Help Desk SLA’s
• Continue to grow and enhance service level agreements
• Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
• Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision
• For Program Management, must be able to create, establish and document standard operation procedures and processes that are sustainable and repeatable
• Must be flexible and able to adapt to changing needs of the business
• 5-7 years of Service Desk experience required
• 2+ years management experience required
• Previous customer service or helpdesk management experience; experience growing and developing a help desk program in the areas of quality, customer service and communication skillset areas
• Demonstrate excellence with listening, verbal and written communication skills
• Ability to navigate roadblocks and multi-task; highly organized
• Influencing and development skills to teach through example Level 1 Analysts
• Own open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions. Improve or recommend new processes as needed
• Must be available to work evenings, weekends and holiday schedule to be decided by Management
• Technical aptitude is a plus
• Manage the day-to-day responsibilities of a team of professionals who provide first level support for Visa's Global Network and Authorization systems, networks and platforms
• Assist the Business Leader in developing and managing short to longer term tactical and strategic support initiatives to meet the operational and continuity needs of Visa and its customers
• Represent the support team on cross-functional projects and ensure the timely completion of agreed deliverables
• Measure the overall support effectiveness and quality of work through metrics in order to maintain the standard of the Visa brand
• Manage the change activity across all production and development network and authorization systems ensuring risk is managed, system and service disruptions are kept to a minimum and service levels maintained
• Represent the Service Desk team in relevant meetings such as process improvement and initiatives meetings
• Will understand and adhere to the current escalation and critical situation management process within the Global Operations Service Desk
• Responsible for the internal and external communication of issues to management, other internal support groups and the customers via pages, email broadcasts or phone
• Must Develop an in-depth understanding of transaction message flow and the different types of exceptions that can be encountered resulting in cardholder impact
• Experience managing a large team in a very diverse and de-centralized environment
• Ability to interpret and represent technical issues into business concepts and solutions to multiple levels internally and externally
• Effective professional verbal and written communication skills and solid presentation skills
• Leads by example
• Clear understanding of Visa's authorization systems and network
• A minimum of 5-7 years' experience in a network and authorization technical support role
• Working without supervision, this role requires the ability to triage multiple simultaneous issues and manage all to an effective resolution
• Determine when escalation takes place. There will be frequent reviews of work completed and specific instruction provided, usually in the form of written procedures
• The scope and variety of this role is wide, but within a highly structured setting

Associate Service Desk Manager Resume Examples & Samples

• Manage the day-to-day responsibilities of a team of professionals who provide first level support for the Open System platforms (Windows and Unix), associated applications and services
• Provide management leadership to members of the Visa operations Command center (VOCC) team including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support
• Build relationships with all supported customers and service providers (internal and external) and act as a liaison to identify opportunities and challenges and to implement solutions
• Ensure that system and service disruptions are kept to a minimum and service levels are maintained
• Demonstrate technical leadership skills in day-to-day work; take ownership of critical issues where appropriate, drive incidents to resolution in a timely manner as dictated by the impact and severity of the problem
• Experience managing a large team in a very diverse environment
• Ability to interpret and represent technical issues into business concepts and solutions to multiple levels
• Effective professional verbal and written communication skills along with solid presentation skills
• Strong reporting and documentation skills
• Bachelor's degree, or equivalent industry experience
• Assign, prioritize, and track writing projects for the department. Set agendas and calls department meetings to discuss issues concerning the help desk staff, such as style and template revision, hardware and software issues, and department policies and procedures
• Manage help desk resources for optimal performance; oversee the delivery of day-to-day technical helpdesk efforts including receipt, prioritization, documentation, and resolution of information systems products and services
• Participate in the development of a service level agreement and ongoing management of service level compliance
• May write or lead proposals that require a high level of functional or client expertise
• Bachelor’s degree in Management Information Systems, Decision Sciences or two year degree with equivalent work experience
• Direct supervision of Help Desk Technicians
• Manage and develop the IT Service Desk to deliver an outstanding level of customer service to all 1,500 computer-users in the UK/I, across 6 locations
• Provide on-site support for office-staff, remote support for field and ‘agile’ workers
• Degree qualification, or equivalent in Computer Science
• ITIL V3 Foundation Certified
• Strong skills in Microsoft Windows platforms (in particular Windows 7)
• A good working-knowledge of Microsoft’s Active Directory and Exchange 2010 principles
• Strong skills in an ITSM platform for Incident / Asset Management and Service Requests
• Provide management and leadership to members of the Service Desk team including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support
• Improve work processes, procedures and systems while reducing Visa's exposure to financial loss
• Build relationships with all supported customers and service providers (internal and external) and act as a liaison to identify opportunities and challenges and implement solutions
• Act as delegate to the Business Leader in his absence
• Manage team workload; ensure all incidents, problems and requests are prioritized, assigned, resolved or acted on in a timely manner; ensure all incidents and problems have root cause identified where possible
• Working with the appropriate groups to, administer and maintain policies and procedures to ensure a standard approach is adopted in the implementation of system changes; mentor team members on these policies and procedures
• Provide an Operations and Support perspective in the adoption of new technologies and the implementation of new software
• Maintain technical skills through participation in ongoing training
• Bridge Stewardship in support of timely resolution of internal issues
• Attend and participate in Change and Problem Advisory Board meetings
• Three to seven years of Service Desk experience with a demonstrated pattern of increased responsibility
• Information Technology Infrastructure Library Foundation Certificate (ITIL) V3
• Team management / people development
• Strong knowledge and/or experience in team management, preferably in a support and/or call center environment
• Excellent interpersonal skills, strong customer orientation and ability to work efficiently with a team or individually
• Ability to communicate effectively in both English and French (Written / Spoken: 5, 5, 5)
• Ability to plan and prioritize independently
• Strong problem solving abilities including initiative to handle issues in a proactive manner
• Advanced knowledge of Microsoft Excel
• Working knowledge of other Microsoft Office tools (Word, PowerPoint)
• Knowledge of Bell applications an asset (ex: IPAIRS, ACCESS, ASA, FWFM, NRMS, CLICK)
• Bachelor’s degree in computer science or equivalent experience
• Minimum three (3) years of experience with IT operations or delivery
• Minimum five (5) years of experience with Service Delivery, Client Management or Team Lead Experience including supervision experience
• Minimum five (5) years of experience as Technical Admin or Engineering
• Good technical aptitude, understanding and troubleshooting skills
• Proficiency with MS Office suite of products
• Excellent customer service orientation and ability to communicate with users at all levels of computer proficiency
• Experience within a LAN and WAN environments
• Knowledge of systems best practices and standards and ability to apply them within a business environment
• Ability to direct others during high pressure situations involving customers, leadership, technology teams, and third party service providers
• Detail orientation with an ability to manage multiple projects and deadlines
• Manages the day to day operations of the Service Desk function. Provides support to Association offices and affiliated branches to ensure that Business Technologies (BT) related needs are addressed in a timely and cost effective manner
• Hires, trains, and manages Service Desk staff coordinating and monitoring work volume while creating a team which provides high touch customer service to computer users
• Creates and maintains up to date support procedures and documents for trouble-shooting for the supported systems. Researches and resolves Level 2 technical issues and assists in the resolution of Level 1 issues as needed. Recommends changes that would streamline the procedures within the Association and based upon ITIL guidelines
• Supports the Desktop Analyst to configure and install various PC related hardware and software components and troubleshoots problems found. Assists with the implementation of software and/or hardware upgrades including PCs, servers, and anti-virus systems
• Performs setup and maintenance of user profiles within the MS Exchange and address books
• Assists with the maintenance of and manages in accordance with existing service level agreements
• Manages and coordinates the hardware refresh cycle
• Updates records and generate reports within the PC Audit and Service desk ticketing systems
• Acts as a resource in the event of disaster or service disruption
• Minimum 5 years experience in an IT technical support role supporting operating environments and PC/Server operating systems (Microsoft Windows)
• 3-5 years experience hardware and software installation and maintenance
• 2-5 years previous supervisory experience preferred
• Exceptional interpersonal skills: can operate successfully with cross-functional teams
• Strong communication and customer service skills
• Ability to work in a collaborative team environment
• Proficient time management and organizational skills
• Ability to comprehend and document technical issues with attention to detail
• Ability to manage, prioritize, and communicate status of multiple tasks simultaneously
• Knowledge of Windows Operating System Environment and Active Directory
• IT Infrastructure Library (ITIL) experience or certification preferred
• Experience with workflow and ticket management systems such as ServiceNow
• 5+ Years proven experience managing a service desk or call center
• Computer Science degree preferred
• Ability to write technical documentation, processes, procedures, and work flows
• SharePoint 2007 experience required, SharePoint 2010 experience preferred
• Competent to provide desktop support, and minimal server administration
• Acts as the Subject Matter Expert for provided services and mentors Jr. Service Desk technicians
• Good communication skills; shows tact, effective listening skills and follow through
• *Please note that the expected start date is Apirl 1,2017***
• Minimum of three (3) years of experience managing a Service Desk using the BMC Business tool suite for a large enterprise network
• Minimum of three (3) years of experience with ITIL V3-based Service Operations and IT Service Management
• Currently possess and maintain ITIL V3 or 2011 Intermediate certification
• Manages the Service Desk and all incidents and service requests initiated by the customer
• Develops, documents, and implements all policies related to the management of the Service Desk
• Develops, documents, and implements a comprehensive change management policy for all IT assets related to the CVCS program
• Develop and manage the Service Desk’s Service Catalog
• Work with Subject Matter Experts to gain an understanding of their roles and backfill their positions as required supporting time-off / surging support. This can include tasks such as configuring Dedicated Short Range Communication devices or some system administration tasks
• Support Connected Vehicle Core System user’s efforts in their testing and development of connected vehicle applications
• Service Desk operations / Change Management
• Working knowledge and understanding of ITIL is required
• Experience with Linux, basic networking, and server administration is a plus
• Experience with Samanage Service Desk software is a plus
• Experience with software development, ASN.1, SAE J2735 and IEEE1609.2 - 4 a plus
• Maintain disaster recovery plans for clients
• Perform Business Impact Analyses for both Capgemini and external clients
• Maintain Life Safety documentation
• Conduct annual life safety drills (fire and severe weather)
• Work with disaster recovery vendors on behalf of clients; maintain and update vendor contracts
• Coordinate and conduct client disaster recovery exercises offsite (primarily at DR vendor locations)
• Support sales pursuits from a DR perspective
• Maintain documentation and documentation standards in compliance with the Quality Management System
• Qualification: Bachelor’s degree and/or required years of experience
• Should be proficient in Negotiation and Vendor Management, Continuous (Service) Improvement and Transition Management
• Should have progressing skills in Financial Analysis
• Ensuring the efficient and effective operation of the multilingual Service Desk in Sibiu
• Elaboration and implementation of strategies for the development of our Service Desk
• Setting and meeting performance targets for Quality, Speed, Efficiency,
• Experience in a multinational, BPO or captive Contact Centre environment
• Excellent communication, management and skills
• Willingness to travel and operate in a truly global and multi-cultural 24/7/365 fast paced and highly customer service and quality driven environment
• Ability to set the strategic direction of the team
• Strong stakeholder management skills
• Experience in customer service is required
• Solid understanding of contact centre reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Crisp problem solving, analytical skills and decision making skills

Oracle EBS Service Desk Manager Resume Examples & Samples

• Hardware/Networks/Operating System Interaction - The ability to understand the basic tenets of the physical IT system and that system's relation to the application
• Production Support - Experienced in multiple aspects of production support processes, including monitoring and troubleshooting customer response and physical security
• IT Change Management Process - Ability to systematically control changes to Information Technology (IT) systems and maintain their integrity and traceability throughout their life cycle
• Analyze Issues - Understands complex concepts and problems and identifies how they relate to key processes
• IT Architecture - Knowledge of concepts and philosophies regarding the design and deployment of information technologies and associated architectural concepts, principles and tools
• Experience as Oracle Application Functional/Technical consultant with responsibility of leading development team to deliver business capabilities
• Prior experience in managing Oracle Application production support environment. Understands support processes and should have ability to identify and lead support processes creation and improvement work
• Ability to lead team of multi-discipline resources for triaging business critical IT system issues. Help remove obstacles to expedite resolution and maintains appropriate stakeholder communication including Senior IT Leadership
• Accountable for compliance to Service Level Agreements, ensuring that cost, quality and delivery requirements are met or exceeded
• Identify and manage risk within area of responsibility and escalate when appropriate
• Manage team of SCERP Service Desk Experts with a defined set of deliverables, goals and objective
• Manage SCERP Service Desk Operations to ensure services are delivered aligned to SLA and metrics
• Ensure team adherence to all IT processes, policies, and procedures including IT Security
• Responsible of IT Controls compliance for the Team
• Engagement with customers in their respective function or business area
• Associate's Degree or Apprenticeship, or equivalent combination of education
• 6 to 8+ Years experience
• Technical certifications preferred

Lead IT Service Desk Manager Resume Examples & Samples

• Develop trust with clients, customers, teammates, and members through transparency, accountability, and credible action
• Practice ownership and responsibility for all IT Support Management Services issues to ensure a high degree of customer satisfaction
• Develop a performance measurement framework in conjunction with internal and external stakeholders and facilitate feedback to team members on customer service issues, communication, and technical skills in order to enhance the quality of support delivered
• Participate in the development of Service Level Agreements (SLAs) and ongoing management of service level compliance
• Provide daily, weekly and monthly metrics driven status reports to leadership
• Act as the primary liaison to clients and leadership for all IT Support Service issues
• Maintain a high level of team morale and manage IT Support Service resources for optimal performance
• Proactively monitor dashboards and program statuses to provide operational awareness to customers and ensure all issues and incidents are responded to in a timely manner and tracked to resolution
• Collaborate effectively with dispersed, cross-organizational support desks staff
• 5-10 years leading an ITIL V3 based or ISO 20000 certified service desk operation in a complex, dispersed IT Cloud Computing environment providing 24x7x365 customer support
• 10-15 years of experience in IT Support Services
• Deep expertise in the function of tiered help desks (all tiers), including asset management, configuration management, and the deployment of new hardware/software/services
• Willingness to accommodate new or changed scope and areas of responsibility for Service Desk functions are essential
• Candidate must possess a customer service, mission-first mindset and an excellent working knowledge of managing customer relationships
• Familiarity with enterprise ITSM tools (BMC Remedy, Service Now, Siebel, etc.) and technical expertise/background in Windows, Linux and Cloud-based technologies including AWS
• Expertise migrating, consolidating or modernizing enterprise IT help desk organizations is highly desired
• Bachelor degree or higher in a technical field or IT-related discipline
• Exceptional oral and written communication skills and strong negotiation and mediation skills are a must

Latam Service Desk Manager Resume Examples & Samples

• Set team goals, objectives, strategy, monitoring daily, weekly, and monthly metrics and performance
• Serve as a liaison with our internal customers, communicating trends and resolving related issues jointly
• Establish daily priorities and manage workflow so as to ensure that timeliness and quality standards are met
• Assist in audit and compliance efforts for department
• Monitor daily service levels for customer inquiries relating to the P2P and Sourcing processes received via both telephone inquiries and emails and modify resource responsibilities accordingly
• Participate and assist in coordination of service meetings with key country partners
• Identify improvement opportunities within the Service Desk environment and work with the overall team to drive change to improve efficiency and service
• Support the handling of customer calls, emails and tickets when appropriate based on service levels, coverage and status of management escalations
• Make evaluative judgments to solve problems based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents
• Applies good understanding of how the team and area integrate with others in accomplishing the objectives of the sub-function / job family
• Deals with most problems independently and has some latitude to solve complex problems
• Manage and report on the performance of the function utilising key performance indicators (KPI-s)
• Ensure that all the relevant policies are applied, built into the daily processing and shared with the staff
• Act with urgency, courage and conviction
• Be accountable - own the outcome
• Operational experience in a shared services environment is critical
• Experienced at managing a team in a constantly changing environment
• Experience of banking or financial services may be an advantage
• P2P background is an advantage
• At least 2 year customer service background, preferably in a fast-paced call center environment where handling a high volume of inbound calls was experienced
• Relevant customer service / helpdesk experience
• Full understanding of P2P and and Helpdesk processes
• Experience in projects improvements process (Efficiencies
• Fluent in written and spoken English , Spanish and Portuguese
• Good Process Improvement Skills
• Organizational and planning skills
• Highly numerate with well developed analytical skills
• Demonstrated ability to build high performing teams
• Basic College (BA) or (BS) preferred
• Significant Information Technology Management level experience gained in a complex IT environment with a clear track record of successful delivery
• Specific management experience of delivering a Service Desk function within an IT Service Management environment based upon ITIL principles and processes in a Higher Education institution or Public Services organisation
• Proven ability to communicate at all levels, with both technical and non-technical audiences, and to simplify complex issues and concepts, both through presentations and through clear written documents
• Able to broker relationships with stakeholders at all levels, demonstrating the sensitivities required to balance and resolve the tensions in working with a wide range of contacts (both internally and externally at senior level)
• Proven ability to shape developments through active participation and leadership of teams and groups
• Professional understanding of modern IT technology and its application in a University / IT services type environment including awareness of current and future trends
• Equipped to take leadership of incident and problem management scenarios
• Degree level education in technology and / or business management (or qualified by experience to run large scale technology centric operation)
• Direct University IT experience and / or other public sector experience but ideally with some non public service sector exposure
• Management qualification in ITIL, or similar
• Review of Service and Operating Level Agreements proposed by Service Managers, Business Partners, or Supplier Manager
• Ensuring that IT projects or programmes have well defined and agreed plans for transition into live service, specifying acceptance criteria for IT solutions to enter operational service
• Considerable ITIL programme experience including reporting on Service Level Management, Capacity Management and IT Service Continuity Management
• Experience leading and managing a team of direct reports, in both local and offshore settings
• Significant experience in incident management including managing and responding to SLAs; communicating to internal and external stakeholders, and following disaster recovery plans
• Experience with desktop support and remote configuration
• Tertiary qualification within the field of IT

Service Desk Manager ES Australia Resume Examples & Samples

• ITIL and Service Delivery
• Risk Management
• Stakeholder and Vendor Management
• Telephony support (mobile, PABX voice recording)
• Tender and Pricing Management
• Purchasing and Budgeting
• Ensure provision of high quality support from initial call response and triage through to resolution by the Service Desk team, working to agreed SLAs
• Support includes desktop hardware and software, phones, mobile devices, remote access and other IT service requirements
• Oversee Service Desk calls, ensuring that calls are appropriately logged, prioritised and categorised. Follow-calls through to resolution (via Service Desk or other resource, internal or external)
• Identify evolving end user requirements and recommend changes in Service Desk support that may be necessary. Work with the Senior Director, Client Services to implement agreed changes
• To liaise with users and other Company employees so as to help ensure that they are gaining the maximum benefit from the Company’s computer systems and network
• Liaison with key suppliers; with the Senior Director, Client Services, co-ordinate Service Desk budgeted spend for end user hardware and software
• Ensure that high priority and VIP calls are properly identified, assigned and dealt with promptly
• Monitoring call resolution progress and where necessary following up with IT staff to whom calls have been assigned
• Oversee and co-ordinate repairs to faulty equipment and swapping / provision of loan equipment while repairs are organised
• Via the Service Desk team, arrange set-up and preparation of new equipment (building notebooks and desktops, installing devices etc.)
• Communicating details of system problems and availability, and planned outages to end users and IT
• Ensure compliance with Warner’s IT General Controls (ITGC) and Sarbanes Oxley (SOX) procedures, reviews and reporting, with special consideration to user on-boarding and departing. Undertake periodic audit reviews and support audit enquires
• Ensure proper maintenance of the inventory of all deployed hardware and software, including licences and loan devices via the Service Desk team
• Management of the Service Desk team members (to include performance reviews and personal development)
• To undertake any additional tasks and projects as requested by the Senior Director, Client Services
• Mac OS and iOS experience
• Windows 7 Desktop
• ITGC and SOX Compliance
• MS Exchange 2010
• Strategize and work with various Dimension Data departments to optimize ticket call management such as (process teams, Service Management teams)
• Report and analyze ticket quality control metrics
• Drive the transformation of the service desk through the implementation of ITIL best practices
• Responsible for ensuring compliance of Managed Service Desk performance related to adherence & compliancy of SMSO global processing
• Maintains ownership of processing all managed service requests
• Ensures that all Service Desk Agents are fully trained on all procedures to ensure a consistent client experience
• Aligns with training team to ensure documentation and training guidelines are scalable, measurable, and can be consistently implemented with minimal resource requirements from the Service Desk
• Conducts regular meetings with customers & global service centers
• Partners with all internal resolver teams to ensure the highest quality of delivery service possible
• Scheduling including vacation and holiday coverage
• Monitors capacity and motivates for additional resources as necessary
• Conducts annual performance reviews
• Establishes career development paths and succession plans
• Maintains regular staff communications via formal individual meetings and formal team meetings
• Excellent business savvy, interpersonal, communication and organization skills
• Ability to establish and follow procedures, multi-task and prioritize tasks
• Ability to converse verbally and in writing with customers and employees
• Demonstrated history of attributes consistent with culture: can-do attitude, customer-focused, flexible, initiative, quality-conscious, responsive, teamwork and contributing to other’s success
• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc
• Develop in-depth knowledge of the service catalog and how it relates to customer's needs
• Involvement in the design and building of new services
• Conduct performance evaluations and mentor those with less experience
• Develop training programs to develop and refine the skills of the service desk team
• Facilitate regular service desk team meetings and service board reviews
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise as they occur
• Review and approve the service desk team's time and expense sheets in ConnectWise
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Knowledge and experience in cross-functional management methods and techniques
• Knowledge of industry applications, processes, software, and equipment
• Strong organizational, presentation, and customer service skills
• Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span
• Skill in planning and preparing written communications
• Skill in leading people and getting results with a strong customer orientation
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Service awareness of all organization's key services for which support is being provided

Information Management Service Desk Manager Resume Examples & Samples

• 4 plus years' service desk management experience
• Conduct Service Desk Management
• Conduct customer interaction and follow-up
• Maintain status of all SRs
• Coordinate with IM section managers on SRs
• Maintain IMSD performance metrics
• Conduct CWS content management
• Conduct Collaborative Workspace (CWS) development
• Maintain IMSD CWS pages
• Maintain IMSD SR database
• MS Office, jQuery, JavaScript, Cascading Style Sheets (CSS), Hypertext Markup Language (HTLM)
• Information Technology Infrastructure Library (ITIL) V3 and ITIL Service Desk certification
• Conduct IT service management for the MEF’s 40,000 IM/C2 consumers, content managers, and includes managing SRs for the department’s section tasks
• Service desk management experience to include. Conduct Service Desk Management
• Conduct content management
• Conduct Collaborative Workspace (CWS) development.1
• Proficient with MS Office, jQuery, JavaScript, Cascading Style Sheets (CSS), Hypertext Markup Language (HTLM)
• Advanced knowledge of the principles, methods, and techniques used in computer troubleshooting and support
• May require professional certification in one or more specific technologies, depending on job assignment
• This position is deployable

Service Desk Manager TS / SCI Required Resume Examples & Samples

• Excellent communication skills and ability to interface directly with customers and Sr. Leaders
• Is knowledgeable and technically proficient in the entire range of business applications, hardware, operating systems, and networking
• Can effectively provide direction and guidance to less experienced staff and increase their proficiency
• Ability to interpret user comments, identify problems and provide timely resolution, on complex technical issues
• Detail oriented and organized; able to understand information systems and ensure accuracy of work
• Reviews the work of others and is able to detect errors or needed modifications
• Ability to identify and resolve problems, service inadequacies and process gaps
• Has technical knowledge and experience executing all phases of information systems operations
• Ability to create, manage and update weekly work schedules
• Ability to create, manage and update an employee training plan
• DoD 8570 Certification required (IAT Level II or higher)
• BA/BS or 10+ years of experience required
• ITIL v3 certification required (within six months)
• 8-10 years of related information systems experience, including supervisory experience
• Manage the Service Desk team’s daily activities and performance
• Ensure consistency of overall team performance specific to quality of technical and customer service support in conjunction with Service Level attainment, by maintaining and enforcing standards/procedures for resolving technical issues
• Consistently manage client expectations, ensure delivery of the highest quality service, and solicit and act on client feedback
• Constructively and effectively communicate with all groups to guarantee customer expectations are met
• Mentor / Coach direct reports (Team Leads)
• Facilitate regular Service Desk team meetings / team communications
• Finance & Reporting
• Improve usage of IT support resources and increase productivity of the team
• Responsible for creating, reviewing and acting upon staff performance metrics
• Review and approve Service Desk member’s timesheets
• Ensure accuracy of internal or client-facing reports (metrics, KPIs, SLA attainment)
• Experience in ITIL and ITSM methodology
• Competencies in MS Office, other ticketing tools and common communications tools
• Supervise and manage day to day operations of front line (Tier 1 and Tier 1.5) resources assigned to the Service Desk, ensuring incidents and service requests are worked efficiently within the agreed SLAs
• Manage and monitor five (5) service desk leads, identifying workforce issues and designing and implementing corrective actions
• Manage, train and develop service desk analysts ensuring high level of motivation and engagement
• Develop and maintain staffing schedules to ensure 24x7 coverage of Tier 1 and Tier 1.5 personnel
• Conduct regular performance and 1-2-1 review meetings and address performance issues
• Design, test and deploy Remedy Self Service and BOMGAR remote support tools
• Minimum of 6 years working on an Service Desk, at least 3 of which was in the role of Team Lead
• Strong understanding of Service Desk systems and processes with experience using BMC Remedy
• Assist global user base with BAU application function and usage issues
• Bulk data entry service and support
• Metrics creation and reporting
• Data Verification and Follow-up
• Application release testing support
• Analysis of connectivity requests and corresponding entry into application
• Support internal and external audits of the various processes and procedures in use
• Bachelor’s Degree is a must
• 5+ years working in an Information Technology related field a must
• Working experience with ITIL (Information Technology Infrastructure) and ITSM (Information Technology Service Management) a plus
• Analytical mindset with an emphasis on ability to see, and act on, the big picture
• Ability to create and maintain favorable relationships with stakeholders
• Demonstrated ability to build a new team is a plus
• Intermediate understanding of network infrastructure specifically knowledge of Firewall, Proxy, ACL, and AppSense technologies is a plus
• Ability to plan, implement, and monitor operational efficiency metrics
• Flexibility to adapt to changing demands and priorities
• Problem Solving - able to assess situations and make decisions in a systematic and decisive manner

Global Service Desk Manager Resume Examples & Samples

• Manage team of service desk analysts, team leads and supervisors providing first and second line support for a global healthcare organization
• Oversee daily operation of service desk activities in conjunction with shift supervisors
• Recruit and hire service desk staff
• Formalize training program for service desk staff
• Promote professional development of service desk staff through performance reviews and coaching opportunities
• Develop strategy to manage changing Alere business needs and developing IT organization
• Align service desk structure, policies and service offerings according to ITIL best practice
• Expand knowledge base of processes, procedures and support documentation used by service desk staff and end users
• Establish incident models to create a consistent roadmap to resolution for commonly recurring issues
• Ownership of Incident Management and request fulfilment processes as handled by the Service Desk
• Manage escalation of high priority incidents and requests
• Owner of Major Incident Management Process. Utilizing in-team Major Incident Managers to coordinate M.I. bridge calls, bringing together needed IT support groups to respond to and resolve major incidents
• Communicate all business impacting events using IT Service Alerts
• Work with service delivery and other IT support groups in the development of service and operational level agreements
• Manage service level compliance through review and analysis of actual service performance against published SLAs
• Measure service levels and quality standards for all tickets/emails/calls handled at the service desk through KPI reporting
• Identify opportunities for service improvement on a continual basis
• Lead integrations of new and non-supported business units into service desk
• Proactive and self-motivated approach, able to work independently and able to solve problems in a fast-paced environment
• Works independently / part of a team to produce solutions in support of customer service level agreements
• Addresses immediate service needs of all end users regardless of Business Unit affiliation
• Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner
• Self-motivated and team oriented approach, able to work well with direction and independently
• Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, management and internal / external audit teams
• Understands and is aware of the quality consequences which may occur from the improper performance of their specific job. Has awareness of device defects that may occur in their area of responsibility, including product design, verification and validation, manufacturing and testing activities
• Bachelor’s Degree in a relevant discipline or equivalent combination of education and experience
• ITIL V3 Certification at the Intermediate Level (Service Lifecycle)
• Previous experience of managing a Global Service Desk in an organization with a similar service portfolio
• Excellent knowledge and understanding of ITIL processes and practical experience of having applied this successfully
• Good understanding of industry standards in relation to service desk management
• Strong technology awareness in line with technologies in use within the IT services portfolio
• Previous experience of dealing with external Audit companies
• Experience of improving efficiency and processes within a support environment
• Sarbanes Oxley (SOX) compliance knowledge
• Computer Systems Validation (CSV) awareness
• A working knowledge of ServiceNow (ITSM)
• University graduate with a technical focus
• 2+ years previous Technical Support Center Management experience required with an emphasis on business to business interactions
• Strong track record of managing a high performing team in an Enterprise environment
• Experience in leading support teams for software applications with an emphasis on server based applications
• Passion for performance management and execution against operational targets (KPI’s)
• Enterprise Software / SaaS industry experience
• Experience working in a team environment and managing a diverse workload
• Flexible, with ability to change priorities quickly, and capacity to handle multiple tasks
• Manage the daily departmental operations as well as achievement of quality service level standards to ensure exceptional customer service
• Hire, develop, coach, support and mentor staff members in order to maximize employee performance
• Effectively set and monitor departmental goals, ensuring that both service level and budgetary targets are achieved
• Seek out departmental process improvements, as well as encourage and reward employee ownership in the development and integration of new processes
• Lead help desk initiatives or projects
• Foster and facilitate inter-departmental communications and share best practices and process improvements
• Monitor staffing levels to ensure new services and products are being planned and rolled out to Help Desk staff properly
• Develop service improvement process reports and action plans when service levels are missed
• Build and enhance positive working relationships with peer groups, including but not limited to, Workstation Production Support, Network Engineering, Server Support, Information Security, Call Center Operations, and various product development groups
• Research undocumented services and products and establish appropriate procedures
• Implement emergency procedures and direct work when emergency situations arise
• RECRUITER MUST EDIT BASED ON LOCATION: Bachelors/Degree or equivalent experience; Typically requires a minimum of 5-7 years experience in customer service or help desk role in the financial or information services industry with minimum of 3 years management experience preferred. (AP, Canada, LAC, US) OR Professionally qualified or equivalent with professional experience, experience managing small team or equivalent combination of education and experience. (CEMEA)
• Proven record of establishing and implementing objectives and tactical plans from overall direction and strategy
• Effective professional level verbal and written communication skills
• Demonstrated strong leadership capabilities and interpersonal skills
• Advanced level of technical understanding in order to properly lead the Help Desk team in their efforts to resolve technical troubles
• Solid project management skills
• Drives the overall people management process including training, certifications, employee engagement, rewards and recognition and performance improvement planning
• Responsible for the customer satisfaction of the region under their responsibility
• Maintains proper staffing and ensures that service level targets are met
• Works closely with the recruitment team to manage the hiring process to ensure that the Service Desk is appropriately staffed at any given time
• Builds relationships with resolver groups and ensures smooth working relationship between Service Desk and other resolver groups
• Works with Training, Process and Tools Lead as well as with IT Service Desk Senior Manager / Director for operational, technology and tools changes that will impact the end user experience as well as the delivery of Service Desk services to the end users
• Own the regular weekly and monthly performance review meetings
• Continuously proposes innovative ideas and find better ways that Service Desk delivers its services to improve customer experience
• Implement policies, standards, practices and security measures to ensure timely and secure support, protecting our customers and our services for 100% availability
• Strong people management and performance management skills
• Strong interpersonal skills, verbal and written business communication skills
• Team building and mentoring skills
• Strong IT operations management experience and able to handle critical situations
• Demonstrated experience in rolling out Service Desk best practices
• Bachelor’s Degree in a related field. Applicable experience above the minimum required can be used in place of a degree
• Minimum nine years of Information Technology Management experience
• Minimum six years of management experience. Preferred leading Help Desk or Service Desk environment
• Prior experience running a 24*7 operational function, preferably an L1 function such as Service Desk or Operations
• Prior experience with vendor management
• Ability to multi-task, work independently and prioritize departmental workload based on direction from senior management and/or customer
• Proven Customer Service skills including the ability to focus on building customer relationships and responding to customer needs
• Strong coaching and feedback skills
• Ability to instill sense of urgency and be able to motivate the same sense of urgency in those under his/her leadership
• Supervise and manage the job performance of SD staff, including exercising discretion in evaluating job performance and determining appropriate corrective action, analyze work flow, establish priorities and delegate tasks in order to meet deadlines
• Develop, communicate, and enforce company IT policies, standards and procedures to SD team to ensure alignment with company goals
• Provide technical guidance and support for SD staff to ensure effective and efficient incident response and IT services delivery
• Perform the role of Incident Manager to ensure incidents and service requests are handled according to Service Level Agreements including timeliness and effectiveness. Identify and implement incident process improvements to support continuous service improvement
• Build an engaged, self-supporting SD team within the IT Operations group to ensure department productivity and efficiency
• Maintain and publish the IT Service Catalog including identification of operational IT Services
• Provide effective communication of the operational status of IT Services including outages and degraded performance. Interface with IT personnel to ensure effective communication of business impact of IT service issues
• Identify recurring incident types and interface with Problem Management processes to improve service levels and efficiency through root cause identification and resolution
• Act as the Customer Advocate with IT Support to ensure customer needs are communicated and addressed. Interface with Change Management to ensure end users are properly represented regarding planned changes
• Develop and maintain IT documentation to enable consistent standards and operating procedures
• 7+ years relevant experience in network and PC support for a multi-site business environment
• 2+ years supervisory experience
• Knowledge of cost accounting, budgeting, and forecasting
• Excellent customer service, advocacy and interpersonal skills
• Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways. This job is a fully qualified, career-oriented, journey-level position
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Internal and external contacts often pertain to company plans and objectives
• Determines methods and procedures on new assignments, and may provide guidance to others
• Working knowledge of latest MS workstation OS and remote support tools
• Ability to manage, direct, and provide guidance and leadership to personnel in remote locations
• Capacity to solve problems and make decisions in a clear and decisive manner
• Excellent written and oral communication skills, with the skill to convey ideas to both business and technical team members
• Working knowledge of the Microsoft Office Suite
• Ability to convey technical concepts and ideas to non-technical personnel
• Ability to abide by Granite’s Code of Conduct on a daily basis
• Commitment to conduct Business unit IT operations in a manner consistent with Corporate IT policies, procedures and standards
• Practical knowledge of standard business practices
• Ability to work with minimum daily supervision
• Ability to work both collaboratively as a team player and independently as required
• Demonstrate a high degree of patience with an ability to work with all levels of management and staff
• Ability to learn new technologies and systems quickly
• Demonstrate strong time management skills and consistent follow through
• Ability to prioritize workload, especially under pressure
• Travel to plants, satellite offices and job sites may be frequent with some extended daily and weekend hours required

Senior Service Desk Manager Resume Examples & Samples

• Bachelor’s Degree in related technical discipline with 7-9 years of experience, or additional experience in lieu of degree
• Working knowledge of Microsoft Windows system administration tasks including: Windows Server 2008/2012, Active Directory, iOS or Android platforms, iPhones, iPads, BlackBerry Enterprise Server, BlackBerry 10, BlackBerry 12, RSA, Citrix, and SCOM monitoring tool
• Working knowledge of IT service delivery best practices in incident and service request resolution and management
• Experience with Citrix XenMobile or other mobile device management (MDM) solutions
• ITIL ® Foundation certification
• Proven work experience as a Help/Service Desk Manager
• Experience managing a team of 40+ staff
• Ability to work efficiently in a fast paced, dynamic environment
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with problem-solving skills
• Experience with Automated Call Distribution (ACD) Systems
• Proficiency in Remedy v7 and higher
• Microsoft A+ or higher certification
• ITIL v3 certification
• Ability to obtain Secret Clearance
• Requires a bachelor’s degree or equivalent, and twelve to fifteen years of related experience, including seven to nine years of supervisory/management experience
• Previous call center experience required
• 2-4 years of previous management or team lead experience in a call center environment strongly preferred
• Ability to prepare and present concise presentations, leveraging appropriate balance of text graphics and data to convey meaningful messages
• Ability to formulate concise and clear discussions with subordinates peers and superiors including senior leadership
• Ability to earn respect and provide direction to subordinates
• Ability to leverage formal and informal means to drive departmental initiatives
• Ability to lead and motivate team to plan and execute projects to implement departmental initiatives
• Ability to project resource needs and plan appropriately to meet project and operational goals
• Familiar with ITIL principles – Fundamental understanding of the IT Infrastructure library principles Intermediate certification a plus
• Product knowledge and In-depth knowledge of the principles theories practices and techniques for managing the activities related to CSG products services and people
• Ability to read, write, speak and understand the English language in a business environment
• Manage the Service Desk for the region ensuring the team follow consistent global standards and processes, along with taking overall responsibility for the delivery of the Incident Management and Request Fulfilment delivery processes within the region
• Undertake continual service improvement activities to ensure that the services provided by the regional Service Desk remain fit for purpose and in line with industry best practice
• Owns and is the “Controlling Mind” behind all activities that are needed to restore the service during the life of a Priority 1 or 2 incident (Major Incident Management activity) and will be the Single Point of Contact for communicating to all stakeholders during the life of the incident
• Lead and manage the regional team, acting both as an operational escalation point as well as developing JM talent
• Own commitment of service levels to customer expectations and monitor operational KPIs for the region
• This role will be required to participate in the Major Incident Management process which may mean out of hours participation in incident resolution and service restoration
• You will have team leadership experience and demonstrable experience of managing a regional Service Desk in the context of a multi-site delivery environment
• You will have experience of continually improving service levels and standards in a diverse complex environment, and experience of working and successfully communication with a wide range of stakeholder
• You will also possess strong MS Office skills, particularly in MS Excel and MS PowerPoint
• Additionally ITIL V3 Foundation certification along with experience of working with best in class IT Service Management / Desk toolsets would be highly desirable
• Establish and implement a fully functional multi-tiered Service Desk
• Operate the Service Desk during core business hours
• Ability to work on a flexible schedule on call for multiple shifts
• Provide and implement a contract furnished equipment (CFE) call management system with voice and input menu options to direct calls
• Configure and automate Remedy or ServiceNow ticketing system to handle multiple, various processes
• Develop and implement an escalation and notification process for incidents handled thru the Service Desk
• Provide documentation and training to internal personnel for any changes and/or additions to ticketing system and the call-ticketing system
• Provide recommendations on improving and/or expanding the current ticketing and call-tracking systems to meet evolving business needs
• Create an environment of positive associate engagement by .actively promoting Sears Mission, Vision and Values, conducting regular communication meetings and having active recognition and associate development plans in place
• Build a successful team by conducting regular reviews with CSD associates, recognizing performance and coaching to develop selling skills that will help to drive personal and team results
• Ensure teams deliver the customer promise with every customer interaction and by maintaining CSD standards
• Drive results of the Customer Loyalty Index (CLI), in particular with the check out process, and coach associates to provide accurate, efficient and superior service with every customer interaction
• Provide leadership to the teams through clear communication of goals, providing on-going coaching/training, and conducting timely, meaningful performance reviews
• Staff to potential,participate in the recruitment and selection of new associates for designated areas and facilitate training as required
• Drive flawless execution of corporate initiatives to ensure resources are used effectively in all
• Operational processes
• Direct team to achieve set goals at the CSD and Catalogue areas, including credit acquisition plans and all corporately approved programs (eg. Charity fundraising, email acquisitions, customer survey)
• Lead the day-to-day activities at the CSDs and the Catalogue desk to ensure all required tasks are completed effectively, accurately and efficiently. Provide regular support to associates through education and ongoing coaching for performance. Build and maintain performance-based schedules to recognize associates that deliver the desired results, in alignment with pre-determined shifts
• Identify opportunities for process efficiencies and make recommendations to improve effectiveness in the assigned areas
• Ensure all associates work in compliance with all laws and regulations and attend and complete all required health and safety training, report all accidents and take every precaution reasonable to ensure personal safety and the safety of others and perform other duties as required. Perform other duties as required
• At least 6 months of experience working as a Sales Team Leader/ Support Leader
• At least 6 months of experience working in a marketing or merchandising environment
• Apprenticeship Program or Specialized Training in Business Administration or Marketing
• Knowledge of related purchasing and inventory systems (eg. SPOC, RIM, NROS, etc.)
• Network architecture and design
• Principles and practices of management and supervision
• Systems analysis and data processing policies, practices and procedures
• LAN/WAN Cisco Technologies at all layers
• Microsoft Active Directory, Microsoft Server 2003/2008
• Blade server/ EVA systems
• Data backup and recovery (Backup Exec 2010/PHD)
• Sophos endpoint security (encryption)
• Web proxy technologies
• A+ Education systems
• Building and maintaining interpersonal relationships
• Project and time management
• Analyzing and resolving computer systems problems
• Research techniques
• Work in a prison environment
• Take a customer – centric approach when managing difficult or emotional customer situations
• Adapt quickly to changing priorities
• Lead a team under tight budgetary and time constraints
• Learn and adhere to agency policies and procedures
• Understand complex interrelated machine and software functions
• Set goals and objectives
• Responsible for building, managing, and reporting on metrics regarding day-to-day operations
• High attention to detail to ensure data accuracy and appropriate representation of information
• Ability to identify trends in large data sets and present IS initiatives to drive down volume of requests and break-fix incidents
• Understand the ITSM framework and identify gaps in processes and sub processes while offering solutions to fill them
• Good communications skills are required to effectively work with all end users, IT staff as well as supervise and motivate the team
• Cost Optimization: Continuously identify cost reduction for service delivery through leveraging tools, automation and best practices
• Works closely with IT managers, Business Process Partners and end users to establish processes and service level objectives consistent with defined service level expectations. Measures, manages and continuously improves all aspects of service delivery, including user experience, process effectiveness and efficiency, and assists in communicating expectations and relevant information
• Responsible for the management of policies and procedures related to Service Operation including Incidents, Events, Problem and Change management. The Service Manager is also responsible for planning, designing, and analyzing the organization's service desk according to best practices, while ensuring high levels of customer service quality and availability
• Analyze performance trends, forecast requirements and implement corrective action as needed that affect the Service Desk and other services
• This individual will develop, implement, and oversee practices, procedures and guidelines to ensure consistent service levels and quick resolutions
• The Service Manager is also responsible for resource capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Manager will also assist to escalated problem resolution by giving in-person, hands-on support to end users when necessary
• Ability to work in a demanding and deadline-driven environment
• Be willing to travel if needed
• Minimum of 10 years of diversified information technology experience
• Minimum of 3 years in a leadership or management role
• Minimum of 2 certifications preferred, i.e. MCSA, Network+, Security+, ITIL or A+
• Previous experience as a team member on an IT project is preferred
• Minimum of 3 years of applying and managing IT Service Management processes. ITIL or equivalent IT Service Management certification preferred
• Minimum of 2 years of working with Service Management tools and systems, including service catalogs, knowledgebase management and reporting tools. Experience with Service Now preferred
• Lead and manage a team in the delivery of high quality services that meet and exceed our contracted commitments e.g. timelines, SLAs, quality etc
• Implement the appropriate operational and governance processes to underpin effective delivery of Service Desk
• Work closely and effectively with internal Dell Delivery Units (in region, offshore etc.) and the Dell Account teams to achieve a high level of Customer Satisfaction
• Take direct responsibility for the delivery of specific projects where required
• Act as a Point of Escalation for issues and risks arising
• Achieve and exceed the internal Dell operational and ‘as sold’ financial targets for the portfolio of contracts
• Manage 3rd Party Suppliers effectively where engaged in service delivery
• 5+years Services Desk experience or equivalent combination of education and work experience including strong people management skills and business acumen
• Exposure of managerial/leadership experience
• Experienced organizing and planning skills to effectively manage a team and to lead cross-functional teams
• Ability to communicate clearly at all organizational levels
• Willing to travel when required throughout EMEA
• Degree qualification and ITIL V3 Certified
• Demonstrated track record of delivering high quality services to customers
• Ability to multi-task in a dynamic environment
• Experienced analytical, problem solving, negotiation and organizational skills
• Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management
• Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded
• Perform end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement
• Advance the use of a knowledge repository to share information among all levels of IT service and support
• Prepare cost analysis, budget plans and proposals as needed
• Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime
• Perform trend analysis, and develop action plans for improving service timeliness and reducing costs. Develop and monitor Service Desk success criteria including responsiveness and customer satisfaction
• Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services
• Develop a strategy for leveraging social networking to capture support activities, increase business communication and help support end users
• Monitors the service desk report tracking system and monitor outstanding or critical issues
• Serve as escalation point for issues beyond project team authority; resolve conflicts involving scheduling, resources, or technical issues
• Manage the service desk 24/7 throughout the year and must be available for off-hour support when necessary
• The service desk manager must have experience in troubleshooting conventional software and hardware platforms
• The service desk manager must have sound communications skills and experience working alongside other IT and business management professionals
• The service desk manager must have the ability to foster relationships with end users and must become the champion of end-user satisfaction
• Knowledge of computer hardware and software (i.e. DOS, Windows, software utilities, communications software, internal POS systems, Basic programming, PC peripherals)
• At least five years managing a Call Center or Help Desk function in an environment similar in size and complexity to our organization (required)
• Manage a team of Technical Support professionals
• Practice Total Contact Ownership
• Successfully manage through a matrix organization to provide superior customer service
• Must be able to assist as needed with customer inquiries/issues via a warm telephone transfer from the Service Desk
• Develop a performance measurements framework and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills
• Participate in the development of service level agreements and the ongoing management of service level compliance
• Create and maintain a training program for increased business, customer service and technical knowledge
• Lead and participate in projects
• Develop and demonstrate an understanding of customer and business needs
• Resolve escalated customer and vendor issues
• Resolve daily issues of a complex scope that impact the business and overall business objectives
• Manage IS Support resources for maximum team performance
• Develop and update plans for the support team to handle new product/service releases
• Assist in the professional and technical development of team members enabling them to set technical goals, monitor, mentor, coach, and assist team members to deliver quality support
• Assist the Director of Technical Support with the preparation and administration of departmental budget and business plans and metrics
• Oversee the Incident, Problem and Knowledge management processes
• Bachelor’s Degree from an accredited university
• Minimum of 8 years’ experience working in a Service Desk/Help/Customer Service desk environment
• Minimum of 3 years’ leading/management of a Service Desk/Help/Customer Service environment
• Bachelor’s degree in Computer Science, Business, Math or related field from an accredited institution
• MBA degree in Computer Science, Business, Math or related field from an accredited institution
• Minimum of 3 years’ leading/management in a Service Desk Function in a manufacturing environment
• Working knowledge of customer service principles and practices
• Project Management experience, PMP preferred
• Strong background in customer service orientation, execution and delivery
• Exceptional communication skills including written, verbal, and listening skills
• Operations experience with a companywide vendor function with a focus on delivering improved results
• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within our clients. Determine root cause of issues and communicate appropriately to stakeholders
• Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed)
• Oversee Knowledge-base and ensure quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation
• Manage and Execute process for communicating outage/emergency activities to the organization
• Incident Mgt Experience

I.T Service Desk Manager Resume Examples & Samples

• Providing timely and efficient desk-side support to a global user base of 500- 550 users, facilitated by a ticketing tool and automated workflow
• Manage the overall desk activities of the service desk team members and act as a further escalation point for the team
• Manage all end user on-boarding, departures and status changes
• Report to senior managers on any issue that could significantly impact the business
• Attend Change Advisory Board meetings
• Take overall responsibility for incident management and request fulfillment on the Service Desk. This could also be expanded to any other activity taken on by the Service Desk – e.g. monitoring certain classes of event
• Working closely with local and international team and colleagues to ensure excellence in customer service
• Acting as on-site subject matter expert for all IT related questions, concerns and issues
• Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc
• I.T. Asset management accountability and responsibility
• Purchasing, and Asset Management of all branch office infrastructure
• Engaging external partners or vendors to remediate client support needs
• Sharing knowledge and providing training to end users as needed
• Staying up to date on current and past incidents to maintain the highest levels of customer service
• Working to improve infrastructure processes
• Writing technical materials and Policy documents as needed
• The ability to research and apply knowledge effectively
• Post-secondary diploma or degree in Computer Science or similar field; Bachelor’s degree in Computer Science or Information Technology is preferred
• MCSE or other certifications considered a definite asset
• Minimum 5 years’ experience in IT Service Desk Management supporting a customer base with a wide variety of technical competencies and needs
• Self-motivated to produce solutions under tight deadlines
• Fluent communication in written and spoken English is a must
• Actively research the changing demands of technology, and embrace learning and expanding your knowledge
• Proven ability to understand and adhere to operating procedures and practices
• Demonstrated ability to work effectively with a team or independently
• Build and nurture strong relationships with local and remote team members, including a remote reporting relationship
• Providing accurate information regarding the timeliness of completion of tasks
• Lead projects as necessary
• Responsible for assuring users are provided efficient and timely first, second, and third level support on a 7x24 basis
• Performs staff scheduling to ensure Service Desk coverage during normal business hours and on-call support as required
• Manages the Service Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Maintains a central source of information enabling Service Desk staff and support technicians to recover outages with minimal disruption to expected service levels
• Invokes problem escalation procedures to coordinate recovery
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
• Ensures that decisions made to improve the overall customer support of the Service Desk are continually carried through
• Coordinates training requirements of Service Desk personnel
• Contributes to departmental productivity and development objectives by participating in training programs
• Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)
• Solves problems and makes decisions on a daily basis relative to Service Desk responsibilities. Ensures that effective Service Desk representation takes place for the coordination of work processes and projects with other departments and divisions
• Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the IT department
• Resolve problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
• Maintains competency and enhances professional growth and development through continuing education and conferences
• Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support
• Meets with technology technicians, attends seminars and reads industry related publications to remain abreast of technology advances and aid in the MCS technology planning effort
• Accountable for meeting systems infrastructure or operational Service Level Agreements established by Chief Information Officer for Information Technology
• Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
• Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule
• Remains on-call during off-peak hours to respond to support service issues
• Perform other duties and responsibilities as assigned by the Director of IT and/or Chief Information Officer
• This position has no supervisory responsibilities
• Bachelor's degree (B. S.) from four-year college or university; three to five years related experience and/or training; or equivalent combination of education and experience desired
• High level of integrity with strong work ethic
• PC hardware troubleshooting and repair skills required
• Certifications in Windows system management is a plus
• Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through
• Good organization and project management skills with attention to details
• Ability to document solutions and train other staff
• Understanding of IP networking and SAN/NAS concepts
• One Microsoft desktop certification such as MCSE, MCSA, MTA highly desired
• ITIL certification desired
• Experience of managing teams
• ITIL Service Management exposure
• Experience and understanding of the Service Lifecycle
• Thorough understanding of SLA’s
• Proven use of KPI’s and metrics
• Experience of process driven environment
• Proven track record in customer services environment
• Ability to chair , facilitate and lead meetings
• At least 2 years experience in a Team Lead position on an IT or Customer Service Desk
• Working knowledge of ITSM tools e.g. Service Now
• Proven track record of successfully managing 3rd party suppliers (onshore and offshore)
• Strong experience of working to ITIL processes specifically incident management
• Working knowledge of service management tools
• Excellent leadership qualities
• Demonstrated history of successfully leading a team
• Excellent skills in developing processes and procedures
• College diploma or university degree in the field of computer science, information sciences, or related field and 7 years supervisory experience / or 10 years equivalent work experience
• Exceptional skills preparing MS Excel, MS PowerPoint and MS Visio documents
• Demonstrated experience providing superior customer service
• Prior experience managing a Service Desk, Help Desk, NOC or Call Center required
• High energy and enthusiasm along with a high attention to detail
• Must be a self-starter, highly motivated and possess a strong work ethic
• Flexible and able to function in a “hands-on" environment
• Positive and professional image
• Fluid English skills in speech and excellent writing capabilities
• Experience in establishing and growing a call center
• The selected candidate will have extensive knowledge of the ITIL framework and significant experience in leading organizations in the formation and management of a comprehensive services organization
• Extensive background in establishing a quality Change Management function
• Experience in negotiating and reporting on SLAs and key metrics
• Prefer experience working with a Managed Service partner in the overall support model
• Desire to work with the business areas to understand their service requirements
• Bachelors degree with 5 years related experience in IT Business Office and IT Financial Management. Accounting, finance and contract management background and experience strongly preferred
• Manage the performance of services to internal end-users and external customers
• Work closely with the IT teams as well as business teams to address systems and security issues, and discuss improvement opportunities
• Build services relationship with end-users and review performance reports, service improvements, service quality and processes
• Work with business lines to establish SLAs and other targets for support of systems
• Track the incidents to conclusion in line with SLAs, KPIs and high quality standards
• Manage critical user incidents, associated to customer communication, activities and any appropriate escalations
• Manage a team of Service Desk team analysts, incident managers and other support staff
• Work to be recognized as a leader of world-class Service desk technical support services
• Perform any additional duties as assigned by management including managing projects affecting business
• Ensure maximum productivity and end-user service
• Manage work order queue to exceed compliance and customer satisfaction
• Communicate and help resolve customer complaints and adjustments
• Monitor, manage, and lead to achieve customer SLAs
• Use metrics constructively as a tool for service improvement and develop metrics to suit business needs and drive improved behaviours and performance
• Monitor, manage, and lead to use metrics to develop staff
• Coordinate updates on processes and ensure the KB is updated
• Ensure all phases of incident and problem management are communicated to the customer within a timely manner
• Research, resolve, and respond to incoming complex customer requests that Team Leaders or Service Desk team need assistance with
• Apply interpersonal skills for anticipating and diffusing negative client situations
• Conduct customer and staff training sessions
• Bachelor's degree and/or11-13years of experience in an IT support and service function
• Candidates must have some experience as a Service Desk Manager
• ITILV3 Foundation certification is MUST
• Knowledge of a variety of the Service Desk concepts, practices and procedures
• Exceptional communication, articulation, negotiation and interpersonal skills which would help in relationship building
• Strong commitment to external and internal customer service and passion to help business
• Excellent problem-solving skills and analytical skills
• Highly proficient in Microsoft Office Word, Excel, PowerPoint, Outlook, PC configuration and hardware and Service Desk applications software
• Ability to work in high pressure environment and round the clock
• Keen interest in learning technology
• Ability to adopt to changes and help drive the change
• Leadership of a team of analysts and team leaders, ensuring attainment of service levels
• Responsible for staff scheduling to ensure 24/7 coverage
• Monitoring of incident and problem management database, ensuring the team are empowered and skilled to provide timely resolution of events and downstream issues
• Develop problem trends, ensuring troubleshooting is completed for recurrent problems until a permanent solution is found
• Invokes incident and problem escalation procedures to co-ordinate recovery
• Creation and development of regular statistics and status reports to provide reporting against KPI and service levels
• Partner with internal and external clients to review and develop service levels
• Development of knowledge base to enable team to recover outages with minimal disruption
• Review and development of service and activities

Group IT Service Desk Manager Resume Examples & Samples

• Manage the Local End User IT / Global Applications Service Desk team based at GKN’s Redditch location and provide day to day management of the Service Desk function to ensure incidents and service requests are dealt with in a timely manner
• Provide effective management and efficient administration of the IT environment for all stakeholders (including ITCC, key activity tracker and operational procedures)
• Manage key IT suppliers that support the GKN Redditch and Pall Mall locations (support/billing), to ensure efficient support and value for money is provided and escalate issues to Group IT Manager (Services & Applications) as appropriate
• Ensure that critical business periods (e.g. month end, half year, annual results) are supported in line with business requirements
• Lead and develop the Service Desk team to ensure
• Work actively with HQ Infrastructure team and all other GKN IT teams to ensure local and global delivery of services and applications
• Responsible for monitoring expenditure on 3rd party support elements of the I.T. budget and required to provide input into I.T. budget preparation
• Responsible for ensuring that all I.T. assets (hardware/software & documentation) are accounted for
• Assist in the scoping and project management for both new and for the improvement of existing applications and services
• BA/BS degree in a technical field
• At least 5 years of experience End User customer support at all Service Desk levels
• Customer service: strong interpersonal skills; demonstrates a friendly and patient attitude
• Extensive experience across a broad range of end user computing solutions (Win7, Win10, pc imaging, encryption, end point AV, Office, Active Directory, Email, payroll, sage accounting etc.)
• Professionalism: can work with colleagues at all levels of the organisation
• Communication: excellent command of spoken and written English
• MS Office: proficient in Excel, PowerPoint, Word, and other tools
• Application and business systems management
• Issue resolution experience at all business levels
• Able to articulate complex messages to management and clients to keep them updated on progress
• Excellent organisational, analytical and problem solving skills
• Understanding of complex information and requirements
• Ability to explain complex systems in simple terms
• Demonstrable people management experience and specifically in coaching team members in new technical skills or problem solving techniques
• Technical certification (Microsoft, PMP, ITIL, etc.)
• IT Controls checklist or governance experience
• IT Security experience e.g., peer reviews or IT audit

WRS Service Desk Manager Resume Examples & Samples

• Office 365 Exchange administration
• Active Directory administration
• Incident management solution such as ServiceNow
• Standard network and server environment experience with TCP/IP protocol, DNS, DHCP, and WINS
• Mobile device management tool such as AirWatch
• Business applications with experience report writing, creating user documentation and/ or specifications, etc
• Experience working with software imaging and deployment tools such as SCCM and Casper
• Antivirus software management such as McAfee
• Ability to deploy hardware (both PC and Mac) timely, perform repairs, and/or contacting vendors for RMA/warranty repairs, as needed
• Asset management; manage inventory, procure equipment, manage shipping and receiving of hardware
• Business application support such as Workday
• Ensure that the service desk meets the contractual KPIs and in case of breaching these KPI’s put improvement plans in place to rectify the performance
• Development and coordination of Continuous Improvement initiatives to ensure better service to BT customers and to develop a Service Desk environment that is an inspiring place to work with motivated and energised people
• Inspire the team to deliver better service to BT customers and meet Service Assurance Global and Local KPIs
• To manage the implementation of the Service Strategy and the development of the service relationship across the team, providing Line Management support and advice for the Operational Service Teams, Account Teams and customers for all service related issues as appropriate
• To monitor customer feedback, complaints and service results, and provide support and direction to Operational Managers
• Experience in handling a diverse customer base
• Ability to lead and motivate high performance teams
• To be able to understand and communicate process and operational strategy and the resultant changes

Service Desk Manager, End User Services Resume Examples & Samples

• Responsible for assuring users are provided efficient and timely first and second
• Level support on a 7x24 basis
• Performs staff scheduling to ensure Help Desk coverage during normal business
• Hours and on-call support as required
• Promotions, hiring and disciplinary responsibilities
• Provides staff support for administrative tasks and projects relative to the
• To ensure timely resolution of problems
• Maintains a central source of information enabling Help Desk staff and support
• Technicians to recover outages with minimal disruption to expected service levels
• Isolates problem trends and ensures that troubleshooting efforts are completed
• For recurring problems until permanent solutions are found
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical
• Reporting aids are completed and continually modified to meet the needs of the
• Ensures that decisions made to improve the overall customer support of the Help
• Desk are continually carried through
• Contributes to departmental productivity and development objectives by
• Participating in training programs
• Implementation of quality improvement programs for assigned department(s)
• Solves problems and makes decisions on a daily basis relative to Help Desk
• Responsibilities. Ensures that effective Help Desk representation takes place for
• The coordination of work processes and projects with other departments and
• Interfaces with users of technology, employing a high degree of tact and
• Diplomacy to promote a positive image of the department. Resolves problem
• Situations in a professional manner. Accurately communicates pertinent
• Departmental personnel and customer service
• Jeopardizing quality of care and service
• Maintains competency and enhances professional growth and development
• Through continuing education and conferences
• Serves as the around-the-clock contact for all related support issues, providing
• Advanced first level technology support
• Meets with technology technicians, attends seminars and reads industry related
• Publications to remain abreast of technology advances and aid in the MCS
• Technology planning effort
• Accountable for meeting systems infrastructure or operational Service Level
• Agreements established by Chief Officer for Technology Services
• Management skills are required to successfully perform the planning, directing,
• Reporting and administrative responsibilities of this position
• Demonstrated management and decision making skills concerning Information
• Systems policies, processes and procedures, with a proved track record of
• Completing tasks and/or project within budget and on schedule
• Ability to manage multiple high priority initiatives in a fast paced highly
• Technical environment
• Performs other duties and responsibilities as assigned by the Chief Officer for Technology Services
• Financial and/or Mortgage industry expertise preferred
• Hands on experience using enterprise ITSM toolsets (such as ServiceNow, BMC, HP or CA) and Service Desk support tools (ACD, call monitoring, remote control, etc.)
• Previous direct experience with ITSM process/tool implementation and/or ITIL Intermediate preferred
• Ability to influence, work with, and coordinate cross-functional teams of technical and nontechnical staff to successfully achieve organizational goals and objectives in a changing environment
• Acute attention to detail and accuracy
• Ability to prioritize and manage multiple assignments simultaneously
• Proven experience in maintaining schedules, documentation, communications, and meeting deadlines
• Strong analytical and problem solving skills. A critical thinker who uses their expertise to make sound decisions
• Minimum 7 years of Helpdesk / Desktop management experience in a service environment with more than 2,000 customers in multiple locations
• Bachelor's Degree in an IT discipline, Computer Science or MIS preferred. In lieu of a degree, equivalent work experience may be accepted
• Solid understanding of IT supported technologies, and a broad knowledge of IT Technology and infrastructure
• Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management
• Prior experience managing a technical service desk in a large organization
• Oversees the operations of an enterprise-wide, multi-channel IT Service Desk for the Progressive Corporation
• Reviews work output in order to ensure resource timeliness and quality
• Develops, coaches and motivates others to improve performance and develop new skills
• Manages relationships with other managers, business stakeholders and/or IT customers
• Contributes to and implements business area plans for the IT Service Desk, integrating activities with Business and IT strategy and direction
• Ensures adherence to Company and IT enterprise standards, goals, processes and policies as they relate to the IT Service Desk; communicates and reinforces corporate-wide and IT specific strategies
• Leverages data, both quantitative and qualitative, to understand obstacles to delivering business value to IT Service Desk customers and takes action to address issues
• Initiates action to assure delivery of various aspects of projects, process improvements or work efforts
• Occasional travel, evening/night hours may be required; weekend hours may be required
• Bachelor's Degree in an Information Technology discipline or related field of study (e.g., Computer Science, MIS) and two years of work experience leading or managing technical resources and/or an IT service desk
• In lieu of a degree, a minimum of four years of work experience leading or managing technical resources and/or an IT service desk may be accepted
• Excellent leadership skills with the ability to execute short-range plans
• Should also have the ability to react quickly to issues, and develop both short and long term solutions
• Excellent time management skills and ability to multitask, prioritize, and pay close attention to details
• Advanced PC skills with a working knowledge of associated software, including spreadsheets
• Strong working knowledge of Progressive's systems, safety, quality and operational procedures, training manuals, and company policies and procedures
• Strong leadership and team management skills, preferably gained within a Media /Advertising Organisation
• Excellent knowledge and practical experience across a range of problem, change and incident management scenarios
• Good overall technical grounding and working knowledge of Microsoft/PC and ideally some exposure to Apple technologies
• Managing multi-site teams or staff across a 650 plus user base within a large enterprise
• Any leading service desk software
• Any relevant certifications, especially ITIL, a big plus

Service Desk Manager TS / SCI w / Poly Resume Examples & Samples

• Directs the installation, testing, and setup of new hardware and software
• Must possess a TS/SCI polygraph clearance
• Working knowledge of ITIL service management processes
• Working knowledge and experience managing service desk operations
• Professional certification in one or more specific technologies is required, ITIL Foundations, etc

Global Service Desk Manager & Key Process Owner Resume Examples & Samples

• Facilitate resolution of incidents and requests through the GSC using defined ITSM processes. This represents an average of 18,000+ contacts to GSC per month globally
• Leads problem co-ordination activities for ADQS Support. Understands key metrics for production support, monitors current levels and trends over time, and uses this content to drive continuous improvement in processes to better metrics and customer satisfaction scores. Leads QOS / 8D actions and actively participates in enterprise operational reviews
• Detects patterns in symptoms and identifies long-term, permanent resolutions
• Proactively identify problems, analyze root cause and permanently resolves problems
• Expert in IT Service Management processes for Incident, Request, Change, and Problem Management. Report trends and suggest long term improvements in IT Service Management targets for metrics
• Appropriately document cause and solution to build knowledge repository that will help in faster resolution of tickets
• Drive usage of Problem Management Process to identify areas where improvements can be made to prevent future production incidents and ensures that solutions are implemented before the problem re-occurs
• Help to establish IT Support metrics benchmarks for the group and drive process improvements to achieve set standards
• Educate ADQSCOE on ITIL standards, techniques, and processes
• Acts as a daily focal point for service desk escalations
• Monitors support queue, evaluates incidents / requests and assigns to support team members with right skills and availability
• Analyzes and troubleshoots complex production issues (including interfaces, reports, customizations extensions and workflows) and drives resolution within agreed SLA’s
• Evaluates requests, in order to deliver within agreed service levels by following Eaton’s Request Fulfillment process. Designs and improves ways to exceed FCR targets
• Evaluate and recommend alternative solutions to solve business problems in order to ensure agreed level of service availability
• Drives efficiency and suggests improvements in Incident Management, Request Fulfillment, Problem Management and Change Management processes to enhance productivity and customer satisfaction. (Continuous Improvement)
• Monitors incident trends to identify potential problem areas, analyses and provides a permanent solution where possible or a workaround to ensure quality of service and availability is maintained
• Maintains quality and schedule of deliverables by ensuing proper reviews and approvals of design and code, regression and performance testing as required, obtaining UAT approval before code is moved to production
• Establishes periodic review process with Business and IT leaders , prepares and presents trends and analysis of incidents and requests, problem management activities undertaken by the team
• Manages engagement across all customer groups, IT, Strategic suppliers, vendors
• 15+ years’ experience in Information Technology
• 5-7 years’ experience leading delivery or production support for a large, complex organization
• Experience working with various global Corporate and line of business clients
• Experience managing global services and software product vendor relationships
• Experience working with resources in a diverse regional footprint
• Experience developing and delivering vendor RFPs, evaluating responses, and selecting vendors
• Experience setting up and managing vendor Managed Services and Time and Materials relationships
• Experience budgeting and forecasting as per standard financial processes
• Must have: ITIL and ITSM experience at expert levels. Must have experience managing support teams with a global or regional scope. Must have excellent operating knowledge of how support applications such as Remedy and/or ServiceNow work
• 3+ years of extensive Help Desk / IT Support experience with prior experience setting up a Ticketing System
• Experience with ITIL Methodologies (Incident, Problem/Change Management)
• Experience analyzing trends in incident and request management
• Past experience training users post implementation
• Participation in effective and efficient IT services which meet the needs of client hospital
• Oversee the processing of incoming calls to the Support Desks via telephone, web and e-mail to ensure courteous, timely, and effective resolutions of client issues within the Service Desk Guidelines
• Assists in account profitability which meet revenue and margin requirements set at the corporate level
• Effective management of the client relationship and resolution of client issues
• Continuous risk identification and appropriate escalation
• Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance
• Implement development plans and coach for individuals to reach their maximum talent
• Regularly communicate on company news and team progress against business plan
• Create team spirit
• BA or BS Degree, and/or relevant business experience
• 5-7 years industry experience preferred
• 2-5 years experience in information technology management preferred
• Experience managing a servide desk or help desk environment preferred
• Bachelor’s Degree in a related field or equivalent combination of education and related experience; may have additional coursework in a related field or professional certification(s)
• Significant experience managing an IT service desk that supports diverse end-user computing environments within a complex IT landscape (e.g., multiple operating systems, networks, authentication services, access requirements)
• Experience as a technical leader, with the ability to positively and proactively resolve customer issues and challenges in a fast paced and demanding user environment
• Strong problem solving and analytical skills with demonstrated ability to collaborate with a broad range of IT service owners, management, customers, and high-level technical personnel in the evaluation, recommendation, and implementation of technical solutions
• Advanced customer service skills with the ability to anticipate, develop, and implement creative mechanisms to satisfy the diversity of customer needs effectively. This includes the ability to actively listen, build rapport, be approachable, courteous, respectful, and patient
• Experience as a coach, guide, and mentor to assist others in developing their abilities with a positive, open, and engaging leadership style with strong teamwork skills to maintain and improve employee morale
• Experience developing innovative processes or procedures to increase efficiency, improve service processes and support, and reduce errors, using multiple methods, such as metrics and ticket analysis or process development
• Demonstrated proficiency in the use of the ServiceNow ticket management tool
• Strong knowledge of the ITIL framework and how to implement it in a practical manner
• Formal process improvement certifications and/or training
• Service desk industry certifications
• Bachelor in Information & Communication Technology
• From 4 to 10 years of experience in a similar function
• Knowledge of banking business an asset
• Good skills in Microsoft technologies and IT (Support, operations, software...)
• Good knowledge of System of Information (Network, Database, Application Server, Security)
• ITIL V3 practitioner and ITIL Service Delivery qualification
• Excellent communication and management skills
• Customer-service oriented with a problem-solving attitude
• Self-motivated and ability to work on own initiative in a pressure environment
• Fluent in French and English (spoken and written)
• 40%: Plans and coordinates the daily workflow of the Service Desk, ensuring proper coverage of the desk from 7AM to 7PM. Assists in maintaining the service levels as described in the department performance standards. Ensures upstream and downstream communications regarding Service Desk activities. Reviews, composes, and disseminates company-wide technology communications. Participates in the daily Change Advisory Board (CAB) calls to stay abreast of infrastructure changes. Develops and monitors the annual budget for his/her cost center. Identifies areas of opportunity to improve the team or department in alignment with organizational goals. Promotes forward-thinking, innovative solutions to reduce turn-around times for the business
• 40%: Supervises employees by establishing work goals, allocating resources, conducting performance appraisals, recommending pay actions, and recommending changes in policies or procedures. Provides coaching and mentoring to direct reports to remove obstacles while promoting team and individual success. Demonstrates accountability for team deliverables and objectives. Interviews and recommends candidates. Documents performance reviews and issues. Creates an environment in which people have authority, initiative and ability to manage their own work. Provides career development guidance and support. Models and supports continuous learning. Motivates towards goal achievement and recognizes people who excel. Works diligently to retain/promote the best employees. Conducts self and business in an ethical manner. Ensures the team receives training through both formal and informal training programs
• 20%: Participates and assigns resources to projects. Assists in reviewing, editing and approving process documentation or standard operating procedures (SOPs)
• Associate's Degree required. Bachelor's Degree preferred
• 3-5 years of related IT/functional experience
• 2-5 years of management experience
• Strong customer service aptitude
• Excellent organizational and analytical skills
• Knowledge of Windows Server and Desktop Operating Systems
• Knowledge pf PCs, Terminals, Laptops, Voice systems, copiers and fax machines
• Ability to lead, manage and develop individuals and the team
• ServiceNow experience preferred
• Minimum 5 years of service desk or customer service experience, preferably with 2 years in a supervisory role
• Service Desk transitions - complete applicable project expectations on-time according to project schedule and/or as directed by Transition Manager
• Ability to develop and direct various projects through completion
• Advanced knowledge of Service Center technologies and practices
• Solid background in desktop technology and common applications (shrink wrap, OS/database, software, hardware, messaging and networking)
• Advanced knowledge of ITIL v.3 framework and HDI certification as related to service desk
• Proven team player with outstanding interpersonal and communication (written/oral) skills
• Present a professional image and commanding the respect of staff, peers, and senior management
• Ability of motivate others to perform above normal expectations
• Position requires the ability to work various hours Monday through Sunday
• Flexibility with assigned work schedule
• Ability to manage a diverse workforce
• Bachelor Degree in Business, Computer Science, or related field
• Minimum 7 years of service desk or customer service experience, preferably with 3 years in a supervisory role
• Lead and deliver project expectations on-time according to project schedule
• Solid background in desktop technology and common applications

UK Service Desk Manager Resume Examples & Samples

• Managing the operational requirements of the team on a daily basis, to ensure support of the business at all times
• Working 35 hours a week, assisting with covering late notice team support hours (Monday to Friday: 09:00 to 21:00, Sunday’s and Bank Holidays 11:00 to 19:00) and providing out of hours emergency telephone support to team members
• Ensuring a prompt and efficient service is provided to all callers who contact the Service Desk either via telephone, email or face-to-face
• Provide 2nd line telephone and desk side support by diagnosing and resolving customer issues while tracking and recording the problem using call logging system
• Manage team projects and the handover/operational acceptance of work reassigned/allocated to the team from projects/other teams
• Own team management of absence recording, appraisal’s, team and personal objectives for the team, feeding into the Service Desk Manager
• Working with agents on a continual basis to improve the balance between their telephony performance, technical fix rates and customer service quality through performance management metrics and balanced scorecards
• Manage call queues and monitor key performance indicators to optimise performance and ensure SLAs are met
• Ensure all team members are provided with appropriate training, objectives and development opportunities
• Responsible for tracking the skills matrix of all team members to ensure training/knowledge transfer is captured for individual members of the team, including recommending training to fill gaps in individual’s knowledge
• Driving the continual use and improvement of the Knowledge Base, owning the management of team related documentation, including process and technical documentation
• Manage the recruitment of new employees and manage their induction into the team
• Drive the continual improvement of the perception of the Service Desk through online self-help tools, promoting the contact methods of the desk, drop-in sessions
• Understand the full range of services that the Service Desk provides and ensure the team are fully aware of these and the support processes surrounding them
• Escalate support queries to appropriate IT teams to ensure timely resolution
• Support the continual improvement in the levels of 2nd Line support offered by the Service Desk, utilising data and feedback from the customer and Business
• A thorough understanding of IT service support process and procedures
• A good understanding of service transition factors
• Experience of Service Management Tools
• Good understanding of common business applications
• Good knowledge of Windows 7, Macintosh and evidence of appropriate training
• Good eye for detail and ability to quickly define processes and create appropriate documentation
• Proven ability to lead a team supporting remote customers across different devices i.e. desktop, laptop, mobile, tablet, Mac etc
• Excellent knowledge of Active Directory administration
• Leads a team of Service Desk Technicians providing centralized support to users at multiple sites
• Guides team in analyzing incidents to identify underlying problems
• Produces timely, accurate, and useful reports, both for internal analysis and client-facing interaction
• Assures accuracy of issue logs and measures follow-up in relation to required timeframes
• Management experience required
• Specific experience working within the Federal contracting space preferred
• Bachelor’s Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
• Implementing Global Service Desk
• Supporting, managing and maintaining laptops and peripherals across the Enterprise
• Working with Finance teams/representatives to properly scope, forecast and procure laptops and peripherals as needed to support the business
• Build, Manage and Lead a “5-Star” Service Desk Team comprised of both on-site and remote personnel
• Identifying and managing service related issues, working with IT Ops, Network and Security Teams to resolve in a timely manner
• Handle escalations and customer service issues with professionalism and tact
• Manage Zayo Printer fleet via 3rd party service provider and continually optimize printer investments while providing for the changing needs of Zayo office locations
• Manage various vendor relationships successfully; including providers of: IP Phones, Printers, Laptops, Software, Peripherals, Collaboration and Video Conferencing equipment, etc
• Exhibit excellent and timely communication for company-wide or executive-level dissemination
• Entering and Managing capital projects, purchase requests and approvals in Salesforce.com and working closely with Finance to ensure accurate financial reporting and forecasting
• Working closely with internal development resources to drive systems, process and scale improvements within the IT organization
• Continual focus on cost-effectiveness and cost reduction opportunities
• Manage various day-to-day and acquisition related tasks (phone system migrations, laptop refreshes, account provisioning/de-provisioning, license and asset management, etc
• Bachelor’s Degree with a technical or business emphasis preferred
• Minimum of 5 years IT Management experience, preferably in a customer service/service desk role
• Proficiency with MS Word, Excel, Power Point, Visio & Google Apps Suite
• Excellent communication, interpersonal, organizational and time management skills
• Strong work ethic and ability to effectively manage multiple, often competing priorities
• Strong sense of teamwork and willingness to support others in meeting group objectives
• Customer Service minded and able to maintain a commercial focus
• Strong troubleshooting and analytical skills: ability to define problems, collect data, establish facts, draw valid conclusions and make sound recommendations
• Commitment to learning and having fun in a dynamic and often stressful environment
• Competitive compensation
• Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
• Fitness membership discounts
• Manages all aspects of Broad's laptop and desktop fleet including OS (Mac\Windows), patch levels, software, self-service, backup/recovery, encryption, and anti-virus
• Manage computer inventory relating to deploys, reclaims, and disposition of assets
• Manage Broad's User access and authentication
• Employs key Desktop Support metrics to predict incident volume, identify key issues requiring attention, and systemic items that could enhance overall service quality
• Helps identify areas for enhancement and continuous improvement, as well as engages in proactive customer satisfaction analysis and applies feedback to the Desktop Support processes and team
• Manage all conference room setups, including teleconferencing hardware and software
• Manage the BITS Knowledge Base and ensure internal procedures are properly documented
• Manage key relationships with software and hardware vendors
• Serves as a member of the BITS Management Team (ITMT)
• Focus on issue tracking and management through resolution. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket/chat escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers
• Train, coach and mentor Service Desk Analysts including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers
• Provide data and reporting, as well as trends to the Support Services team and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed)
• Responsible for relevant and up to date content in the knowledge management system and ensure top quality solutions are available to the staff. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation
• Manage process for communicating outage/emergency activities to the organization
• Review survey feedback to improve services, tools and support experience. Report on feedback in ad-hoc, weekly, monthly and as needed
• Interview, select, train, and develop new staff
• Lead projects or initiatives on behalf of the Support Services team
• Participate in on call after-hours and weekend Manager support as needed
• Support Windows operating systems of various versions including Windows 7, 8 and 10
• Manage and support Office 365
• User communication as needed
• Bachelor’s Degree in Computer Information Systems, Information Technology, related field or equivalent experience
• Minimum 5 years of experience managing / leading a support team
• Minimum 7 years of experience providing technical support
• Working knowledge of Office 365
• Advanced Microsoft Active Directory and Office365 management and configuration skills in a Windows environment
• Solid technical and troubleshooting skills
• Solid knowledge/understanding of computer hardware, servers, and networking
• Experience creating support documentation
• Advocate of ITIL framework and problem, incident and change functions
• Past creation of Service Levels Agreements and service mapping
• Supplier Management and selection of 3rd party services
• Excellent communications written and verbal
• Regular report pack creation with ability to articulate service performance in a visually compelling manner
• People skills, ability to manage, influence and prioritise
• Coaching and mentoring team members at varying levels of skill and career
• Ability to lead and demonstrate calm decision making under pressure
• Able to manage teams via a matrix model
• Proven experience in problem solving complex technical and business incidents or situations
• Ability to turn proposed solutions into business services
• ITIL Practitioner
• Has developed from a technical support or delivery background
• Delivery of complex services to a demanding client with expectations of high availability
• Future planning and service roadmap creation
• Team Leading and stakeholder management skills
• Vendor management, experience of managing major technology and telco suppliers
• Directs, develops and provides leadership to the Global Service Desk team, establishing priorities, setting goals, monitoring progress and coordinating efforts with other groups in Enterprise IT
• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes and system. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Build training material for support staff, schedule employees working times and provide backup support. Provides data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage incidents and requests queue
• Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation
• Manages process for communicating outage/emergency activities to the organization. Reviews survey feedback to improve services, tools and support experience
• Leads the Major Incident Process including the post incident Root Cause identification process
• Develop and manage operational budgets
• Ensure the compliance of all new infrastructure services with the agreed standards and support the convergence to the new solutions
• Develop KPI’s that drive this area to reduce re-occurrence of underlying issues and committed response times
• Demonstrate commitment to Stratasys Core Values by leading, acting and behaving in a manner consistent with these values
• Follow all company safety policies and procedures and attend all safety trainings related to the job
• BS/BA degree or equivalent work experience
• The ability to manage remote teams, fostering high collaboration between all team members in establishing a single, cohesive culture
• Knowledge of and experience implementing ITIL / Service Management frameworks
• 5 to 10 years of IT and business/industry work experience, with at least 3 years of leadership experience of a Service Desk group
• Ability to develop and execute a strategy capable of changing a reactive organization to being proactive and highly efficient
• Experience and track record of transforming a Global IT Service Desk to improve delivery and satisfaction
• Excellent knowledge of ITIL frame works for Service Delivery and service support processes
• Experience developing, implementing and maintaining metrics and service level agreements
• Proven ability to communicate effectively both orally and in writing to management, team members, business, and technology professionals
• Ability to analyze complex problems, propose effective solutions and understand and apply business vision and direction
• A globally distributed team of 8 to 16 Service Desk technicians
• Experience in communicating with Government personnel, including agency executives
• 3 years’ experience managing service desk teams, supporting a requirement similar in size, scope and complexity to this Task Order
• Familiarity with the Federal Procurement process
• Experience with the administration of Cost type contracts
• Completion of the ITIL v3.x Foundation Qualification
• Project Management Institute PMP, or PgMP Certification

Service Desk Manager / Specialist Resume Examples & Samples

• Plan and perform analytical and engineering research, design development, and other assignments in conformance with design, engineering and customer specifications
• Develops new concepts and processes. Analyzes root causes and resolves issues. Supports more junior level technicians and specialists in their activities. Can perform all tasks of lower level technicians or specialists
• Works individually, actively participates on integrated teams, and may also lead a task, project or team
• Requires guidance and direction from more senior level technicians, specialists, and managers only when dealing with new, uncertain situations. Provides guidance to lower level technicians and specialists
• Training/Certifications. DoD 8570.01 compliant: Security +, GSEC, SSCP, or CCNA Security
• Perform systems administration of desktop and server systems connected to local and wide area networks. Desktop system management responsibilities involving account monitoring, security, Operating System (OS) installation, and other local area system administration related functions
• Provide support for implementation, troubleshooting and maintenance of IT systems
• Manage IT system infrastructure and any processes related to these systems
• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc
• Provide Tier 1 and Tier 2 problem identification, diagnosis and resolution of problem
• Provide support for the escalation and communication of status to agency management and internal customers
• Provide support for the dispatch system and hardware problems and remains involved in the resolution process
• Configure and manage UNIX and Windows operating systems
• Installs/loads operating system and application software
• Isolate and resolve of hardware and software problems involving the applications, the operating system, the hardware, the communications infrastructure, or any combination thereof
• Troubleshoot, maintain integrity and configure network components along with implementing operating systems enhancements to improve reliability and performance
• Integrate new technologies into new and existing systems including the transition and migration of corporate systems
• DoD 8570.01 compliant: Security +, GSEC, SSCP, or CCNA Security
• Experience with service desk support, monitoring, and management tools
• Experience with version 2007 or newer Microsoft Business Class Applications, MS SharePoint Exchange
• Experience in setup, configuring and troubleshooting user desktop commercial and DoD secure telecommunications
• Strong skills in fault isolation and troubleshooting information technology hardware and applications
• Experience with virtual machine systems (VMware version 5.0 or newer)
• 02-04 years w/Bachelors Degree
• DoD 8570.01 compliant: Security +, GSEC, SSCP, or CCNA Security+
• Researches and evaluates new concepts and processes to improve performance. Analyzes cross-functional problem sets, identifies root causes and resolves issues. Assists more junior level technicians, specialists, and managers in their activities. Can perform all tasks of lower level technicians, specialists, and/or managers
• Directs multiple teams through to project completion. Provides guidance and direction to lower level technicians, specialists, and managers
• 3+ years of experience in the Consumer Services and / or Contact Center support with direct proven experience in a managerial role preferred
• Ability to analyze, define and specify customer requirements
• Strong analytical, planning, organizational, critical thinking and problem solving skill
• In-depth understanding of advanced analytics and predictive models
• Proven ability to leverage cross-functional relationships to accomplish duties in aggressive timeframes
• Receive and responds to customer problems, issues, requests and queries via telephone, automated requests, electronic email and other means
• Interact with customers on all levels to resolve IT-related issues in a timely manner
• Resolves and/or escalates IT related issues in a timely manner
• Design, implement and maintain walk-up service desk support center
• Promote a professional environment and provide a point of escalation of staff, customers and internal teams with the area of accountability
• Oversee and manage VIP support for DHS’s approximately 60 elite users
• Manage, train and develop IT specialist ensuring high level of motivation and engagement
• Develop and maintain staffing schedules to ensure coverage across all facilities
• Design, implement and maintain service desk capabilities with available staff to support remote service desk operation
• Minimum of 10+ years working on a Service Desk or Service Center, at least 3 of which was in the role of Team Lead
• Accountable for assuring 1st Level are provided efficient and timely 2nd level support on a 24*7 basis
• Ability to work and lead a team within an operationally intensive environment, delivering End-to-End accountable for all Incidents and Service requests, queue management to concurrence
• Identify and measure key performance indicators (KPI) to understand network and application trends
• Ensure internal OLAs are adhered to when responding to reactive and proactive incidents
• Effectively resolve escalations received from all levels of the organisation, supporting the Major Incident (MI) process when requested
• Ability to analyse data to make appropriate suggestions in handling fluctuations in workload, mitigating call volume and incident trending analysis
• Supporting the IT Production Problem Manager in providing technical support in supporting any conclusions to Problem related activities
• Act as a representative on behalf of 2nd Level within key Micro Focus project teams
• Support the IT Service Manager in driving continuous improvement into the Service Desk processes
• Effective succession planning for all roles within the 2nd Level team
• Provide cover to the IT Service Manager when required in picking up the Service Management responsibilities
• ITIL v3 Foundation Certificate – (Minimum)
• ITIL v3 Intermediate Lifecycle – (Desirable / understanding)
• Experienced in delivering and managing ITIL Incident, Problem, Change Management, processes and deliverables
• 1-3 years of managing a service / support organisation
• Technically proficient across Datacentre Architecture, Cloud solutions, Network Infrastructure and 3rd party applications
• 3 to 5 years of experience as a Service Desk Technician
• Manage the Service Desk to ensure maximum value is being returned to the business
• Service oriented with a strong focus on customer satisfaction
• Demonstrated leadership - Ability to build, motivate, manage and mentor a team
• Excellent analytical and problem solving ability
• Effective interpersonal skills with ability to interact successfully across all levels of our organisation
• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents
• Develop and mature phone/ticket escalation processes and system. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development
• Leverage global workforce to create a “follow the sun” support model to provide as close to 24x7 coverage as possible
• Build training material for support staff, schedule employees working times and provide backup support. Provides data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed
• Will drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage incidents and requests queue
• Responsible for global deployment of assets to employees and ensuring that process is standardized and scalable
• Demonstrated ability to manage remote teams, fostering high collaboration between all team members in establishing a single, cohesive culture
• 4 to 6 years of IT and business/industry work experience, with at least 2 years of leadership experience of a Service Desk group

CA Service Desk Manager Resume Examples & Samples

• Manage the Server and communication infrastructure for CA Service Desk Manager and/or Remedy
• Create, execute and report on testing and implementation plans
• Create, execute and maintain Standard Operating Procedures for Enterprise Services
• Capable of resolving complex issues
• Strong troubleshooting and debugging skills
• Capable of multi-tasking
• Must be a self-starter; capable of working independently, under limited direction, and in team environments
• Bachelor’s degree and 9+ years as a Systems Administrator (Microsoft). Additional training, technical certification, and/or years experience may be substituted in lieu of a degree
• Experience maintaining CA Service Desk Manager and/or Remedy software
• Experience maintaining Microsoft Windows Server 2008 R2, and Windows Server 2012 /2012R2 platforms
• Level II DoD 8570 certification: Comptia Security+ CE
• MicrosoftMicrosoft Windows Server 2012R2 certification
• Supervises the staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed
• Trains staff on operational procedures and troubleshooting techniques
• Makes decisions guided by policies, procedures and business plans; receives guidance and oversight from manager
• Oversees projects and manages project resources
• Thorough knowledge of service offerings
• Customer service principles and processes
• Back-office server applications, desktop
• Client/server applications
• Computer/networking hardware, standard
• Operating systems, common third-party
• Software applications, internally developed
• Custom applications, application
• Integrations, networking protocols, and any
• Other computer-related technologies
• Excellent interpersonal, written and oral
• Excellent problem-solving skills and
• Balance, prioritize and organize multiple tasks
• Resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately
• Supervise small to medium teams
• Evaluate and test emerging technologies
• Understand and anticipate needs and priorities of both internal and external customers
• Oversee 100% of the requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers
• Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers
• Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly, and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT
• Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation
• Manage process for communicating outage/emergency activities to the organization. Review survey feedback to improve services, tools and support experience
• Establish and maintain Service Catalog Tool for user community
• Establish and maintain Ticket System and provide training documentation for users
• Ensure ownership of procedural / incident tickets in a timely fashion and are adhering to company policies and SLAs
• Provide technical oversight of departmental tools and provide recommendations and feedback to senior management on efficiency gains
• While working in conjunction with other managers, take ownership of critical support issues and major incidents in order to drive issues to resolution in accordance with SLA adherence
• Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users
• Oversee the development, implementation, and administration of Service Desk staff training procedures and policies
• Ensure B2B systems are functioning properly and timely for 3rdparty vendors utilizing B2B functionality
• Manage and measure the effectiveness of incoming calls to the Service Desk via telephone, e-mail and chat to ensure courteous, timely, and effective routing of problem issues/requests to Service Desk personnel
• Produce monthly customer metrics to ensure SLA adherence
• Ensure Service Desk staff productivity, efficiency and staffing is adequate
• Work directly with NOC Manager to ensure issues are escalated in a timely fashion and procedures are socialized between the groups
• Work directly with 3rdparty vendors to enhance the Service Desk experience and ensure quality and efficiency through tools adoption
• 5+ years’ experience Managing a Service Desk, Help Desk, NOC or Call Center required
• Directs the design, quality, testing, marketing, and distribution of incubator products/services. Shapes, builds, establishes, and implements short- and long-term strategies to deliver services to customers within reasonable schedules and budgets
• Directs the organization and performance of certain functional areas and the activities of senior managers to deliver high quality leading-edge technology with high growth potential. Provides staff direction with an understanding of established company policies and procedures
• Ensures incidents and service requests are properly escalated and assigned to appropriate individual/groups.; Logs, verifies, and updates, as necessary, user profiles for incidents and service requests using the current IT Service Management tool (KACE)
• Functions as Point of Contact for incidents and service requests, as reported from users and system monitoring and alerts
• Executes the day-to-day activities of the Incident Management Process. Performs QA and closure of incidents
• Executes the day-to-day service desk services that support users by addressing all problems and incidents answered by telephone, self-service ticketing, or customer walk ups
• Responsible for developing and managing the Service-Level Management Strategy
• Ensures ITIL v2011 best practices are implemented across the service lifecycle in support of all technologies and services
• Identifies and manages service improvements to increase customer satisfaction. Manages and ensures delivery of projects to meet customer and company expectations and needs
• Partners with functional areas or departments to integrate new, enhanced, and existing service offerings for accounts
• Builds and maintains relationships with customers and key stakeholders. Influences decision making and builds partnerships with customers and across the organization
• Establishes and communicates goals and objectives; defines methodologies, tasks, and activities; and clearly describes roles and responsibilities for performing personnel. Communicates broadly to help ensure overall coordination for cross-functional teams
• Perform Configuration Management activities relating to identification, control, and tracking of designated systems and/or equipment
• Interface with and coordinate with other ITIL Process teams in the organization to include Incident Management, Problem Management, Change Management, Capacity Management, and Release Management
• Develops and maintains software configuration management tools to support configuration identification, control, reporting, and delivery of both internally developed software and externally purchased commercial-off-the-shelf (COTS) software products
• Senior-level IT Service Management leadership experience in support of a DoD Networks
• High level understanding of IT service offerings in a DoD environment
• Trains and evaluates employees to enhance their performance, development, and work product
• Addresses performance issues and makes recommendations for personnel actions
• Ability to prioritize and drive to results with a high emphasis on quality
• Team player with good communication, organizational, and strong interpersonal skills
• Communicates with users concerning the status of incidents and service requests
• Ability to develop and direct SOP's and workflow processes that will be implemented and measured to evaluate performance
• Ability to identify IT service goals and objectives with leadership and piers, and carry plans throughout execution
• Ability to coordinate service procedures across different IT disciplines, and update documentation as the procedures evolve and mature through testing and application
• Assume the leadership role to develop processes, train team members and carry process through from start to finish
• Track and report performance to leadership and identify areas that need improvement
• Need Security + certification
• Need minimum interim Secret clearance
• Ensure the Tech Support team is operating as efficiently and effectively as possible
• Mentor the team and ensure delivery of committed Service Levels and meeting all stated metrics
• Partner with all Ascend departments to provide appropriate hardware, software, and technical support
• Handle day-to-day management responsibilities for direct reports
• Assist/lead team in daily activities such as ticket work, escalations calls, and general support
• Establishes and maintains effective working relationships with business and technical staff on-site, as well as remote
• Re-establishment of a proper knowledge base and personal guidance of high-priority support for large customers
• 3-5 years providing technical support and end-user services support including current Windows and Apple desktop and application software
• Thorough understanding of Microsoft Office applications and both Windows and Apple operating systems
• 2-3 years installing, upgrading, troubleshooting and repairing personal computers in a network environment
• MCP (Microsoft Certified Professional) or equivalent certifications
• 2-4 years of people management experience
• College level degree in computer related technologies preferred or equivalent experience required
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
• Engages in customer and stakeholder relationships to advise and consult on expectations, requirements and problems related to service integration and operations
• Establishes and meets agreed levels of incident resolution and request fulfillment; continually improve the service desk delivery processes to ensure optimal efficiency of service quality for customers
• Develops procedures that outline how incidents, requests and problems are identified, documented, assigned and managed in the ITSM tool (ServiceNow)
• Analyzes performance of Service Desk activities and documented resolutions, identify areas for improvement, and devise/deliver solutions to enhance quality of service and to prevent future service delivery quality issues
• Develops and implements service desk policies, processes and procedures for the management and support of customers, to include responsibility for effective communication of status
• Ensures the service desk provides and delivers high levels of support by providing trends, reports and analysis of customer satisfaction, performance against agreed to service levels and plans for service improvement
• Identifies, recommends, develops and implements programs to advance the knowledge of customers and team members, including communication, training, and user experience and knowledge management
• Attends and actively participates in Change Advisor Board (CAB) meetings and release management processes
• Work with our global IT management teams to ensure customer satisfaction is obtained at the highest level in all geographical locations
• Manage the Brinker Service Desk to ensure maximum value is being returned to the business
• Ensure the service desk is adequately prepared to take on the support of new or changed systems as they move from Build to Run
• Ensure service level agreements (SLA) are adhered to
• Build and maintain relationship based upon trust with the business and restaurants
• Build and maintain a partner relationship with vendors
• Effectively resolve escalations received from various levels of the organization
• Act as a representative on behalf of the service desk within project teams
• Schedule the service desk analysts to cover a combination of evenings, weekends and holidays
• Ability to analyze data to make appropriate suggestions in handling fluctuations in workload, mitigating call volume and incident trending analysis
• Ability to properly redirect resources to accommodate call volume, crisis situations and any business impacting opportunities that detract from teams effectiveness
• Involvement in definition/refinement of foundational support needs including Statements of Work with Supplier Partners, Service desk Policies/Procedures, and SLA’s with customers
• Ability to manage budgets, schedules, and associated role deliverables; results oriented
• Feedback’s Priceless - I see more through your feedback
• Own it - I own, drive and achieve key results
• Win Together - I work across boundaries to achieve key results
• Trust Matters - I act in a manner that cultivates trust in others
• Thinking Forward - I think and act in a manner to deliver desired future results
• Bachelor’s degree or higher Preferred
• At least five years’ experience with IT Service/Help Desk operations for companies with at least 1000 IT users
• Three or more years in a previous IT Operations Management or related position required
• Experience managing an IT Call Center software system required, Cisco Call Center experience preferred
• Demonstrates people management and organizational skills
• Receives direction and produces results in a timely manner with minimum oversight
• Prioritizes to meet deadlines while producing high quality results
• Experience coordinating SOX audited access management procedures is preferred
• Experience with IT Service Management System required
• Experience with either BMC (TrackIT, FootPrints or Remedy), Service Now or Cherwell preferred
• Experience with Microsoft Windows, Microsoft Office, Desktops, Tablets and printers
• Communicates effectively and professionally with users, customers, and other IT personnel
• ITIL Foundation Certification is a plus
• Project Management knowledge is a plus
• Proven ability to develop and expand executive leadership relationships and expand business
• Understand and manage customer requirements (deliverables and environmental factors) to ensure contract compliance and customer satisfaction
• Ensure engagement methodology is followed by team from opportunity assessment to project closeout
• Financial and contractual responsibility for engagement profitability
• Explore additional business opportunities and drive future business through quality results
• Ensure Service Management Office project management methodology is followed on all client engagements
• Mentor, manage and develop project team members
• Conduct annual reviews and provide feedback throughout the year on employee performance where required
• Ensure Human Resources policies and procedures are communicated and executed according to internal and consultant HR policies
• Bachelor's Degree or equivalent, relevant experience
• Experience in information technology and/or professional services with a preference for experience at a consulting services provider in a delivery management role
• Experience leading a support team(s) for a large scale enterprise environment providing project management and daily operational oversight within a professional services delivery environment
• Strong business acumen with the ability to develop a business case, to gather business requirements, and translate them into a customer solution when required
• Experience managing, delivering and administrating client professional services agreements including the change management process
• Industry recognized certifications: ITIL, Lean Six Sigma
• In depth understanding of Services Outsourcing, PMI PMBOK. PMP and/or IAOP (Outsourcing Professional) certification a plus
• Excellent oral and written communication skills (English language), analysis and problem solving skills as well as excellent time management and organizational skills
• Ability to listen, analyze and organize thoughts and facts (solve problems) in a real time environment
• Demonstrated experience communicating and presenting at senior executive/director levels (IT Director, VP, CIO, etc.)
• Superior people and personnel management skills
• Demonstrated advanced project data/ risk analysis and correlation/ mitigation skills
• Associate Degree and/or two years of customer service supervisory experience. More years of experience will count in lieu of a degree
• Experience with computer software relating to word processing, data base and excel
• Demonstrated creativity and organization skills
• Demonstrated strong interpersonal communication skills, both written and oral
• CPR and first aid certifications required
• Must be able to work a flexible schedule to meet the needs of the facility

Service Desk Manager, Consumer Services Resume Examples & Samples

• Bachelor’s Degree in Business, Information Systems or related fields required
• 3-5 years of experience in a supervisory role, experience with remote teams is a plus
• Experience with Microsoft Office, Excel, MS Access, SAS (Salesforce, RightNow, Echopass), SQL, SAP Business Objects
• Knowledge of industry best practices associated with reporting

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