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Help Desk Specialist
Exceptionally-talented IT enthusiast, with five years of experience in the Help Desk operations, with a solid reputation as a results-driven worker and leader. Proven track record in providing exceptional mentorship to members to achieve the best outcome as possible as a team while also offering a strong expertise in diagnosing problems, finding the root cause and supplying lasting solutions.
- Team Management
- Technical Troubleshooting
- Process Improvement
- Employee Training
- Root Cause Analysis
Help Desk Specialist
- Manages the operations queue by monitoring the KPI wallboard, ServiceNow tickets, and incoming emails, ensuring that metrics are met if not exceeded.
- Acts as escalation point of VIP users in the firm, ensuring that they receive immediate assistance and follow-up as needed.
- Proactively gives feedback and share process improvements that would help the operations such as presentation of KPIs, discussing updates on daily huddles or monthly meetings, and creation or updating of knowledgebase articles.
- Manages knowledgebase articles related to Messaging related access and issues.
- Coordinates major or critical incidents to relevant support teams to identify and correct core problem.
- Creates and updates ticket productivity via ServiceNow reports.
- Performs QA feedback and coaching on analysts to further improve their ticket and call handling.
- Conducts training to interns and the team on selected top cases of requests and incidents that we receive daily or refresher training as deemed necessary by the offshore team or an individual in our group.
Help Desk Analyst
Provided help desk support to both lawyers and non-lawyers in 46 countries via call, email, ServiceNow ticketing system and remote support using LogMeIn or Goverlan.
- Received commendation from Messaging Team for remarkable troubleshooting skills on tasks which involves message tracking via Proofpoint and Exchange Management Console, for providing a thorough analysis of email delays and bounce backs, administering access and resolving of Enterprise Vault access and/or issues.
- Built the Aging Team to clean up backlogs in our old ticketing tool (BakerAssyst) for resolution with detailed analysis provided.
- Ensured prompt and proper handling of tickets with timely resolution of Incident and Request tickets handled based on Service Level Agreement.
- Applied basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
- Escalated common problems to higher level within the firm.
Service Desk Team Leader
- Reflected ITIL best practices bringing in improvements and efficiencies within the team.
- Administered Service Desk review for AFR region and substantially lessened escalations by proactively connecting with the affected users and resolving their tickets.
- Acted as escalation point for end-user issues related to Mail and Messaging tickets and significantly reduced escalated tickets by doing RCA and implementing Service Desk technical training.
- Created scripts using ServiceNow which increased efficiency within the operations in generating ticket reports.
- Conducted on-boarding training for new employees who achieved not less than 90% in scorecard on the first month of deployment.
- Conducted ServiceNow training for team leaders, QAs, L2s and analysts.
- Contributed knowledgebase articles on internal applications.
Service Desk Analyst
Supported 30,000+ internal/external users requiring assistance with operating systems and software packages, including many internal/proprietary systems and applications
- Troubleshot Exchange 2010/Outlo ok 2010 mailbox and connectivity to solve user and server problems.
- Used Active Directory to enable/disable user’s accounts/servers and reset user’s passwords.
- Deployed and managed more than 1000 computers.
- Zeroed out backlogs on the first month of being established as a Service Desk team.
- Closed 95% of fresh incident tickets on the first call without escalation.
- Commended for quickly resolving complex issues including system crashes and network slowness.
- Among the Top 5 analysts with most resolved incidents and exceeded 90% average Quality Audit scores.
Technical Support Representative
Provided support for Microsoft operating systems such as Windows XP/Vista/7/8
- Provided first-level technical support to end-users on proprietary software and applications including installation basic usage and appropriate service level to warranty.
- Performed PC Tune-Up’s, Antivirus and Hard drive backup package installation.
- Handled basic to intermediate third party issues such as printing, networking or ISP issues, and mobile concerns.
- Presented first call resolution as quickly as possible and provides customer education about what is/are causing the issue/s.
Certificate in Tourism and Airline Industry – Level 3
BS Information Technology
Knowledgebase articles for Messaging related requests and incidents
Currently collating all Messaging related knowledgebase articles which will be reviewed and consolidated into a support manual for the teams’ reference in troubleshooting.
Aging Ticket Reduction
Goal is to lower down the count of the aging tickets and ensure that we are resolving tickets within the SLA.
Career Expert Tips:
Unveiling the Role of a Help Desk Specialist
As the digital landscape expands, the role of a Help Desk Specialist has become indispensable in organizations worldwide. This position requires a unique blend of technical prowess and customer service finesse, playing a crucial role in ensuring the smooth operation of IT systems and providing timely assistance to end-users. Let’s delve into the multifaceted responsibilities and requirements that define the role of a Help Desk Specialist, a pivotal position at the intersection of technology and user support.
What are the Job Requirements for a Help Desk Specialist?
Embarking on the journey to become a Help Desk Specialist involves meeting specific requirements that pave the way for a rewarding career. This role demands a diverse skill set, combining technical expertise with effective communication. Here are the prerequisites to consider:
- A degree in Information Technology, Computer Science, or a related field, establishing a strong foundation in the technical domain.
- Proficiency in troubleshooting hardware and software issues, showcasing hands-on experience in resolving technical challenges.
- Excellent communication and interpersonal skills, essential for providing clear instructions and support to end-users.
- Knowledge of remote desktop tools and ticketing systems, streamlining the process of issue resolution.
- Ability to adapt to evolving technologies and stay updated on the latest trends in IT support.
- Certifications such as CompTIA A+, ITIL, or Microsoft Certified: Modern Desktop Administrator Associate can enhance your profile.
Securing additional certifications demonstrates your commitment to staying at the forefront of IT support.
Responsibilities of a Help Desk Specialist
The role of a Help Desk Specialist is a tapestry of diverse responsibilities, requiring technical proficiency and a customer-centric approach. Let’s explore the key responsibilities that define this role:
- Providing first-level technical support to end-users, addressing issues related to hardware, software, and network connectivity.
- Documenting and prioritizing support tickets using a ticketing system, ensuring a systematic approach to problem resolution.
- Troubleshooting and resolving technical issues remotely or through in-person support, depending on the nature of the problem.
- Offering guidance to end-users on IT-related processes and best practices, empowering them to navigate technology effectively.
- Collaborating with IT teams to escalate complex issues and participating in the development of knowledge base articles for common problems.
- Conducting training sessions for end-users, promoting a culture of self-service and proactive problem-solving.
- Ensuring compliance with IT security policies and protocols to safeguard organizational data.
Each responsibility is a crucial thread in the fabric of efficient IT support, contributing to the overall functionality of the organization.
Crafting an Impactful Help Desk Specialist CV
Your Help Desk Specialist CV is more than a document; it’s a narrative of your expertise and commitment to user-centric IT support. Here are some tips to help you create a standout CV:
- Highlight specific instances where you provided exemplary support, showcasing your problem-solving skills.
- Detail any special projects or initiatives you led to improve IT support processes, emphasizing the positive impact on end-user experience.
- Include metrics, such as the average resolution time for support tickets or the percentage of issues resolved on the first call.
- List relevant certifications and training programs you’ve completed, demonstrating your dedication to professional development.
- Tailor your CV for each application, aligning your skills and experiences with the specific requirements of the role.
Your CV is your personal marketing tool, and each section should reflect your journey and accomplishments as a Help Desk Specialist.
Help Desk Specialist CV Summary Examples
Your CV summary is the opening statement that sets the tone for the rest of your CV. Make it impactful and concise. Here are some examples to inspire you:
- “Help Desk Specialist with a proven track record of delivering efficient and user-friendly technical support. Adept at resolving issues promptly and ensuring a seamless IT experience for end-users.”
- “Experienced IT professional with a focus on customer satisfaction. Help Desk Specialist with a passion for troubleshooting and a commitment to providing top-notch support in a dynamic environment.”
- “Detail-oriented Help Desk Specialist with a knack for diagnosing and solving complex IT issues. Dedicated to enhancing the overall IT user experience through effective problem resolution.”
Each summary is a snapshot of your skills and commitment, inviting potential employers to explore the depth of your expertise.
Experience Section for Your Help Desk Specialist CV
Your experience section is the heart of your CV, narrating your journey as a Help Desk Specialist. Here are some examples to guide you:
- “Managed a high-volume help desk, achieving a 25% reduction in average resolution time through the implementation of streamlined processes.”
- “Led the transition to a new ticketing system, improving the tracking and prioritization of support tickets for a more efficient workflow.”
- “Provided critical support during the implementation of a company-wide software upgrade, ensuring minimal disruption to daily operations.”
Each experience is a chapter in your professional story, highlighting your contributions to the efficiency and effectiveness of IT support.
Education Section for Your Help Desk Specialist CV
Your educational background is the foundation of your expertise. Here’s how you can showcase your educational milestones:
- Bachelor of Science in Information Technology, XYZ University, a comprehensive program that laid the groundwork for my technical skills, 2015.
- CompTIA A+ Certification, a testament to my proficiency in fundamental IT concepts and problem-solving, 2016.
- ITIL Foundation Certification, demonstrating my knowledge of IT service management best practices, 2017.
Each educational qualification contributes to your proficiency as a Help Desk Specialist, showcasing your commitment to continuous learning.
Help Desk Specialist Skills for Your CV
Your skill set is your toolkit, equipped with a range of abilities that set you apart as a Help Desk Specialist. Let’s outline the essential skills you should showcase:
- Customer service excellence, the ability to empathize and communicate effectively with end-users.
- Problem-solving skills, the capacity to analyze and resolve IT issues efficiently.
- Patience and resilience, crucial when dealing with frustrated or non-technical users.
- Clear communication, both written and verbal, ensuring that technical instructions are easily understood.
- Time management, the skill to prioritize and handle multiple support tickets concurrently.
- Proficiency in IT troubleshooting, with a deep understanding of hardware and software issues.
- Familiarity with remote desktop tools, enabling efficient remote support.
- Experience with ticketing systems, ensuring organized and documented issue resolution.
- Knowledge of IT security best practices, safeguarding organizational data and systems.
- Adaptability, staying current with the latest technologies and updates in the IT support landscape.
Each skill is a tool in your arsenal, contributing to your effectiveness as a Help Desk Specialist.
Common Mistakes to Avoid in Your Help Desk Specialist CV
Avoiding common pitfalls is crucial when crafting your CV. Here are mistakes to steer clear of:
- Avoid using generic language; instead, tailor your CV to reflect your unique skills and experiences as a Help Desk Specialist.
- Don’t merely list job duties; showcase your achievements and the impact you’ve had on improving IT support processes.
- Don’t underestimate the importance of a cover letter; use it as an opportunity to express your passion for IT support and your unique qualifications.
- Avoid technical jargon overload; ensure that your CV is accessible to both technical and non-technical readers.
- Always proofread your CV to maintain a polished and professional image.
Avoiding these mistakes ensures that your CV stands out as a compelling representation of your capabilities as a Help Desk Specialist.
Key Takeaways for Your Help Desk Specialist CV
As you craft your Help Desk Specialist CV, keep these key points in mind:
- Emphasize your problem-solving abilities and customer service excellence.
- Highlight specific achievements and projects that showcase your impact as a Help Desk Specialist.
- Quantify your successes with metrics, providing tangible evidence of your contributions.
- Include relevant certifications and training programs to underscore your commitment to professional development.
Your CV is your passport to a fulfilling career as a Help Desk Specialist, and each section should reinforce your value to potential employers.
Finally, feel free to utilize resources like AI CV Builder, CV Design, CV Samples, CV Examples, CV Skills, CV Help, CV Synonyms, and Job Responsibilities to create a standout application and prepare for the Help Desk Specialist job interview.
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