Help Desk Resume: Essential Skills for Success

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Help Desk Resume: Essential Skills for Success

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When it comes to landing a job in the help desk industry, having a well-crafted resume is crucial. Your resume should showcase not only your technical proficiency, but also your customer service skills, operational knowledge, certifications and training, professional experience, education, and references. In this article, we will provide you with the essential help desk resume skills that you need to highlight in order to stand out from other applicants.

Technical proficiency is one of the most important skills that you need to include in your help desk resume. You need to demonstrate that you have a solid understanding of operating systems, business applications, printing systems, and network systems. You should also be able to diagnose a variety of technical issues and provide effective solutions. Additionally, you should be familiar with helpdesk ticket systems such as Service Now, Remedy, and Manage Engine.

Customer service skills are also critical for a help desk professional. You need to be able to communicate effectively with clients, listen to their concerns, and provide them with clear and concise solutions. You should be able to remain calm and patient, even when dealing with difficult clients. Moreover, you need to be able to multitask and prioritize tasks effectively to ensure that all client issues are resolved in a timely manner.

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Key Takeaways

  • A well-crafted help desk resume should showcase your technical proficiency, customer service skills, operational knowledge, certifications and training, professional experience, education, and references.
  • Technical proficiency is crucial for a help desk professional. You need to demonstrate that you have a solid understanding of operating systems, business applications, printing systems, and network systems.
  • Customer service skills are also critical for a help desk professional. You need to be able to communicate effectively with clients, listen to their concerns, and provide them with clear and concise solutions.

Technical Proficiency

As a help desk professional, technical proficiency is a crucial skill to have. Your technical skills will enable you to provide effective solutions to the technical issues that your clients face. Here are some of the technical proficiencies that you should have on your help desk resume:

Hardware Troubleshooting

Hardware issues are common in a help desk environment. You should have the skills to diagnose and troubleshoot hardware problems. This includes identifying faulty hardware components, replacing damaged parts, and repairing hardware issues. You should also be able to install and configure hardware devices such as printers, scanners, and other peripherals.

Software Troubleshooting

Software issues are also common in a help desk environment. You should have the skills to diagnose and troubleshoot software problems. This includes identifying software conflicts, resolving software installation issues, and repairing software issues. You should also be able to install and configure software applications such as operating systems, productivity software, and other software programs.

Network Troubleshooting

Network issues are another common problem that you may encounter in a help desk environment. You should have the skills to diagnose and troubleshoot network problems. This includes identifying network connectivity issues, resolving network configuration issues, and repairing network issues. You should also be able to install and configure network devices such as routers, switches, and firewalls.

In summary, technical proficiency is a crucial skill to have on your help desk resume. Having the skills to diagnose and troubleshoot hardware, software, and network issues will enable you to provide effective solutions to the technical problems that your clients face.

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Customer Service Skills

When it comes to working in a help desk role, customer service skills are essential. You will be interacting with customers who may be frustrated, confused, or upset, and it’s your job to help them solve their problems. Here are some key customer service skills that you should have on your help desk resume:

Communication

Effective communication is crucial when working in a help desk role. You need to be able to convey information clearly and concisely to customers, whether you’re speaking to them in person, over the phone, or through email. It’s important to use plain language and avoid technical jargon that the customer may not understand. Active listening is also a critical part of effective communication. You should be able to listen to the customer’s problem and ask relevant questions to help you understand the issue.

Empathy

Empathy is the ability to understand and share the feelings of another person. When working in a help desk role, it’s important to be empathetic towards customers who may be frustrated or upset. You should be able to put yourself in their shoes and understand the impact that their issue is having on them. By showing empathy, you can build trust with the customer and make them feel heard and understood.

Problem Solving

As a help desk professional, you will be responsible for solving a wide range of technical issues. Problem-solving skills are essential for identifying the root cause of the problem and finding a solution. You should be able to analyze the problem, identify potential solutions, and implement the best course of action. It’s important to be able to work under pressure and handle multiple issues at once.

By highlighting these customer service skills on your help desk resume, you can show potential employers that you have the necessary skills to excel in the role. Whether you’re working in a large corporation or a small business, these skills will be essential for providing excellent customer service and solving technical issues efficiently.

Operational Knowledge

As a help desk specialist, you need to have a strong understanding of operational management. This includes knowledge of the ITIL framework and service level agreements.

ITIL Framework

ITIL stands for Information Technology Infrastructure Library. It is a framework of best practices for IT service management. Understanding the ITIL framework is essential for help desk specialists as it provides a standardized approach to managing IT services. This framework includes five stages: service strategy, service design, service transition, service operation, and continual service improvement.

Here are some key concepts that you should be familiar with:

  • Incident management: This involves identifying, analyzing, and resolving IT issues to minimize their impact on business operations.
  • Problem management: This involves identifying the root cause of IT issues and implementing solutions to prevent them from recurring.
  • Change management: This involves managing changes to IT systems to ensure that they are implemented smoothly and with minimal disruption to business operations.
  • Service level management: This involves defining and measuring the level of service that IT provides to the business.

Service Level Agreement Understanding

A service level agreement (SLA) is a contract between a service provider and a customer that outlines the level of service that will be provided. As a help desk specialist, you should have a strong understanding of SLAs and how they impact your work.

Here are some key concepts that you should be familiar with:

  • Service level objectives: These are the specific goals that are outlined in an SLA. They define the level of service that the provider is expected to deliver.
  • Service level agreements: These are the formal agreements that are signed between the service provider and the customer. They outline the specific terms and conditions of the service.
  • Service level management: This involves monitoring and reporting on the level of service that is being provided. This helps to ensure that the provider is meeting the objectives outlined in the SLA.
  • Service credits: These are financial penalties that are imposed on the service provider if they fail to meet the objectives outlined in the SLA.

By having a strong understanding of the ITIL framework and service level agreements, you will be better equipped to provide high-quality support to your customers.

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Certifications and Training

If you are looking to increase your chances of landing a job in the help desk field, obtaining relevant certifications and training is a great way to do so. Here are a few certifications that can boost your resume:

A+ Certification

The A+ Certification is a vendor-neutral certification that is recognized by many employers in the IT industry. It covers a broad range of skills, including hardware, software, and troubleshooting. This certification is a great way to demonstrate your technical knowledge and expertise to potential employers.

Network+ Certification

The Network+ Certification is another vendor-neutral certification that focuses on networking concepts and technologies. This certification is ideal for those who want to specialize in network administration or support. Obtaining this certification can help you stand out from other candidates and demonstrate your proficiency in networking.

Updating Your Ressume with Certifications

When listing your certifications on your resume, be sure to include the full name of the certification, the organization that issued it, and the date you obtained it. This information can help potential employers quickly assess your qualifications and determine if you are a good fit for the job.

In addition to certifications, ongoing training is also important in the help desk field. Staying up-to-date on the latest technologies and industry trends can help you provide better support to your customers and advance your career. Consider attending conferences, webinars, and other training opportunities to stay current in your field.

Professional Experience

In this section, you will highlight your professional experience as a help desk professional. This is where you will list your previous roles, the companies you worked for, and the skills you developed in those positions.

When listing your professional experience, make sure to focus on the most relevant skills and responsibilities for the job you are applying for. Use bullet points to make it easier for the hiring manager to read and understand your experience.

For each position, include the following information:

  • Job title
  • Company name
  • Employment dates
  • Key responsibilities
  • Achievements

Use strong action verbs to describe your responsibilities and achievements. For example, instead of saying “answered customer calls,” say “provided exceptional customer service by promptly answering and resolving customer calls.”

When listing your achievements, be specific and quantify your results whenever possible. For example, instead of saying “improved customer satisfaction,” say “increased customer satisfaction ratings by 20% through proactive communication and issue resolution.”

Remember to tailor your professional experience section to the specific job you are applying for. Use keywords from the job posting to make sure your skills and experience align with the employer’s needs.

Overall, your professional experience section should showcase your skills, experience, and achievements in a clear and concise manner.

Education

When it comes to education, there are various paths that can lead to a career in help desk support. Many employers require a minimum of an associate’s degree in a computer-related field, while others may accept a high school diploma or equivalent with relevant experience.

If you’re looking to pursue a degree, some relevant majors include computer science, information technology, and management information systems. These programs typically cover topics such as programming, database management, and network administration.

In addition to formal education, there are also various certifications that can demonstrate your knowledge and expertise in help desk support. Some of the most common certifications include CompTIA A+, Network+, and Security+. These certifications cover topics such as hardware and software troubleshooting, network protocols, and security best practices.

It’s important to note that while formal education and certifications can be helpful, they are not always necessary. Many employers value relevant experience and soft skills such as communication and problem-solving just as much as formal education. So, if you don’t have a degree or certification, don’t let that discourage you from pursuing a career in help desk support.

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References

Including references on your help desk resume can be a great way to showcase your skills and experience. It can also provide potential employers with an opportunity to verify your qualifications and past work history. Here are a few tips to keep in mind when including references on your resume:

  • Choose the right people: When selecting references, it’s important to choose people who can speak to your skills and work experience. This may include former managers, colleagues, or clients. Make sure to ask for their permission before listing them as a reference, and provide them with a copy of your resume so they can speak to your qualifications.
  • List them properly: References should be listed on a separate page of your resume, following your work experience and education sections. Include their name, job title, company, phone number, and email address. You may also want to include a brief description of your relationship with them, such as “former manager” or “colleague.”
  • Prepare your references: Before submitting your resume, make sure to let your references know that they may be contacted by potential employers. Provide them with a copy of the job description and any other relevant information, so they can speak to your qualifications for the specific position.
  • Follow up: After submitting your resume, follow up with your references to let them know that you’ve included them on your resume. This will give them a heads up in case they receive a call from a potential employer.

Remember, including references on your resume is optional, and not all employers will ask for them. However, if you choose to include them, make sure to choose the right people, list them properly, prepare them for potential calls, and follow up after submitting your resume.

Frequently Asked Questions

What are some examples of relevant skills to include on a help desk resume?

When writing a help desk resume, it is important to include both hard and soft skills. Hard skills may include technical abilities such as proficiency in operating systems, software, and hardware. Soft skills may include communication, problem-solving, and customer service skills. Relevant skills to include on a help desk resume may include:

  • Active listening
  • Technical troubleshooting
  • Communication skills
  • Customer service
  • Time management
  • Problem-solving

What is a good summary statement for an entry-level help desk resume?

A good summary statement for an entry-level help desk resume should highlight your technical skills, customer service experience, and your ability to work well in a team. For example, you might write:

“Highly motivated and technically proficient help desk technician with experience in providing exceptional customer service and resolving technical issues. Skilled in troubleshooting and problem-solving, with a strong ability to work collaboratively in a team environment.”

What is the job description for an IT help desk technician?

An IT help desk technician is responsible for providing technical support to customers or employees who are experiencing technical difficulties. They may troubleshoot software and hardware issues, provide guidance on system usage, and escalate issues to higher-level support staff as needed. They may also be responsible for maintaining help desk records and documentation.

What are some hard skills that are important for a help desk technician to have?

Hard skills that are important for a help desk technician to have may include:

  • Proficiency in operating systems (Windows, Mac OS, Linux)
  • Knowledge of software applications (Microsoft Office, Adobe Creative Suite)
  • Familiarity with computer hardware components
  • Network troubleshooting skills
  • Knowledge of remote desktop software

How can I highlight my problem-solving abilities on a help desk resume?

To highlight your problem-solving abilities on a help desk resume, you can describe specific instances where you successfully resolved technical issues for customers or employees. You can also highlight any technical certifications or training you have received that demonstrate your problem-solving skills.

What are some common mistakes to avoid when writing a help desk resume?

Some common mistakes to avoid when writing a help desk resume include:

  • Failing to highlight relevant technical skills
  • Focusing too much on soft skills at the expense of technical skills
  • Making spelling or grammar errors
  • Failing to tailor your resume to the specific job you are applying for
  • Including irrelevant work experience or education

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