A Service Desk Agent is an IT professional who offers technical support to users. The most common work activities listed on the Service Desk Agent Resume are – responding to inquiries, evaluating and solving issues relating to IT equipment and applications; providing technical support to all aspects of the systems unit; troubleshooting problems from remote; performing initial testing, undertaking allotted tasks, gathering information from the client through telephone conversations; and providing additional support to internal departments as and when needed.
Even if the daily duties can vary for these agents from company to company, the required skills are universally common and include – technical knowledge to fix software and hardware problems; strong communication and interacting skills; multitasking abilities; and the ability to set prioritize while handling multiple issues. A relevant diploma is needed to the least.
Objective : Proficient Service Desk Agent with 5 years of experience in delivering exceptional technical support and resolving user issues efficiently. Adept at utilizing ticketing systems and ITIL methodologies to enhance service delivery.
Skills : Technical Troubleshooting, Incident Management, Customer Support, Active Directory
Description :
Provided first-line support via phone, email, and in-person, ensuring prompt incident resolution using Service Center Service Manager.
Minimized operational costs while maintaining high service standards, contributing to the World Class Service Desk status.
Executed nightly backups and maintained server integrity through AS400 and VMS systems.
Utilized ITIL methodologies to escalate and resolve complex service desk tickets efficiently.
Attached error images to tickets for clarity, facilitating faster resolutions by 2nd and 3rd level support teams.
Assisted users with VPN and internet connectivity issues, ensuring seamless remote access.
Monitored multiple Outlook mailboxes for support requests, ensuring timely responses and resolutions.
Experience
2-5 Years
Level
Junior
Education
BSc IT
Sr. Service Desk Agent Resume
Summary : Experienced Service Desk Agent with a decade of expertise in providing exceptional technical support and customer service. Proficient in troubleshooting, incident management, and enhancing user satisfaction through effective communication.
Skills : Technical Support Skills, Incident Management, Troubleshooting Skills, Customer Service, Active Directory
Description :
Addressed desktop service and support issues, ensuring timely resolution for end-users.
Collaborated with IT teams to maintain an efficient end-user computing environment.
Configured and installed desktop technology, minimizing service disruption during changes.
Provided hands-on troubleshooting and diagnostic support for desktop components.
Resolved Help Desk Trouble Tickets, delivering prompt support to all users.
Installed and supported office automation software in a Windows environment.
Developed technical documentation for PC software and hardware installation procedures.
Experience
10+ Years
Level
Senior
Education
BSc IT
Jr. Service Desk Agent Resume
Summary : Dynamic IT professional with 10 years of experience in service desk operations. Proven ability to resolve technical issues efficiently while delivering exceptional customer support and enhancing user satisfaction.
Delivered exceptional IT support for desktop operating systems to global customers, both local and remote.
Processed over 200 service tickets daily as an Active Directory Administrator, ensuring timely resolutions.
Handled an average of 50 customer service calls per day, maintaining security distribution groups effectively.
Developed a comprehensive Standard Operating Procedure manual, improving ticket quality and serving as a training resource.
Installed virtual software and resolved hardware/software issues without escalation, enhancing operational efficiency.
Supported users with thick and thin client workstations, ensuring seamless access to resources.
Managed unclassified and sensitive network protocols, ensuring compliance and security.
Experience
7-10 Years
Level
Management
Education
BSc IT
Service Desk Agent III Resume
Headline : Dynamic Service Desk Agent with 7 years of experience in providing exceptional technical support. Skilled in troubleshooting, issue resolution, and enhancing user satisfaction through effective communication and problem-solving.
Supported the implementation of Umoja International System for the United Nations, ensuring seamless deployment.
Managed incoming calls via Cisco Desktop Agent, logging all service requests in the INEED tracking system.
Categorized service requests for ERP, SAP, and Citrix XenApp applications, ensuring accurate tracking.
Configured Citrix Receiver for clients, enabling access to virtual SAP applications.
Escalated unresolved service requests to appropriate technicians, ensuring timely resolution.
Maintained accurate logging of service requests, assigning tracking numbers for follow-up.
Assigned roles in EIDMS and IDM security applications, enhancing user access management.
Experience
5-7 Years
Level
Executive
Education
BSc IT
Service Desk Agent II Resume
Objective : Proficient Service Desk Agent with 5 years of experience in delivering exceptional technical support. Skilled in troubleshooting, incident management, and enhancing user satisfaction through effective communication and problem-solving.
Skills : Help Desk Support, Incident Management, Troubleshooting Skills, Customer Service, Remote Support
Description :
Managed incoming calls and emails, providing timely support to global users.
Diagnosed and resolved user and system issues, ensuring swift resolutions or escalations.
Handled hardware and software troubleshooting in a 24/7 environment.
Documented and escalated incidents and change requests effectively.
Configured and troubleshot Cisco VPN, wireless connectivity, and remote desktop access.
Provided support for Microsoft Office applications and other software tools.
Utilized Active Directory for user account management, including password resets.
Experience
2-5 Years
Level
Junior
Education
BSc IT
Service Desk Agent I Resume
Objective : Proficient Service Desk Agent with 5 years of experience in providing exceptional technical support. Adept at troubleshooting, resolving issues, and ensuring user satisfaction in fast-paced environments.
Skills : Windows 10, MS Office 365, Email Management, Database Management
Description :
Provided first-level support by answering incoming calls and resolving user issues within SLA guidelines.
Utilized CA Unicenter Service Desk to create and manage Help Desk tickets efficiently.
Assigned incident tickets to appropriate IT teams for timely resolution of user requests.
Monitored service queues to ensure prompt attention to all incoming requests.
Acted as a point of escalation for unresolved incidents, ensuring adherence to SLA.
Maintained communication with users regarding ticket status and resolution timelines.
Collaborated with IT teams to improve service delivery and user experience.
Experience
2-5 Years
Level
Junior
Education
BSc IT
Service Desk Agent/Executive Resume
Summary : Dynamic IT professional with over 10 years of experience in service desk operations, delivering exceptional technical support and customer service. Proven ability to resolve issues efficiently and enhance user satisfaction.
Delivered 2nd Level support for technical issues, ensuring timely resolution and customer satisfaction.
Managed problem tickets through SRS Problem Management, maintaining accurate documentation.
Participated in software rollouts, providing training and support to end-users.
Mentored new hires, fostering a collaborative and knowledgeable team environment.
Monitored service requests daily to ensure prompt delivery of IT services.
Provided support for mobile devices, enhancing user productivity.
Maintained high customer service standards through effective communication and technical expertise.
Experience
10+ Years
Level
Senior
Education
BSc IT
Asst. Service Desk Agent Resume
Summary : Experienced Service Desk Agent with a decade of expertise in providing exceptional technical support and customer service. Proficient in troubleshooting, incident management, and enhancing user satisfaction through effective communication.
Delivered comprehensive technical support for employees and contractors, utilizing Remedy and other tools for efficient problem resolution.
Leveraged expertise in Windows OS and Microsoft Office to troubleshoot and resolve user issues effectively.
Classified and triaged customer incidents, ensuring adherence to established procedures for timely resolution.
Provided executive support by managing and routing high-priority cases as required.
Administered user access through Active Directory and identity management tools, ensuring security compliance.
Guided users in mobile application usage, enhancing their ability to access company resources.
Managed Citrix environments, assisting users with remote connection challenges and ensuring seamless access.
Experience
7-10 Years
Level
Management
Education
BSc IT
Customer Service Desk Agent Resume
Headline : Experienced Service Desk Agent with 7 years in IT support, adept at resolving technical issues and enhancing user satisfaction. Proven ability to manage high-volume requests while maintaining service quality and efficiency.
Provided comprehensive support for troubleshooting and maintaining system applications and hardware resources.
Engaged directly with end-users to accurately diagnose and resolve hardware and software issues.
Prioritized and managed support requests, delivering effective failure analysis to meet service goals.
Demonstrated strong troubleshooting skills for network and PC equipment failures, ensuring quick resolutions.
Coordinated support for software deployments, including Windows upgrades and new collaborative tools.
Acted as a primary support analyst, mentoring peers on information gathering and application usage.
Designed and implemented a knowledge base in SharePoint, documenting system information and resolution strategies.
Experience
5-7 Years
Level
Executive
Education
BSc IT
Service Desk Agent Resume
Summary : Dynamic Service Desk Agent with 10 years of experience in providing exceptional IT support and troubleshooting. Proven ability to resolve issues efficiently while ensuring high customer satisfaction and maintaining service level agreements.
Skills : Data Analysis, Customer Support, Troubleshooting Skills, Technical Documentation, Remote Support
Description :
Executed proactive monitoring and troubleshooting of IT issues, ensuring minimal downtime for clients.
Delivered exceptional phone support to clients and internal teams, resolving inquiries efficiently.
Accurately documented and tracked all reported issues, enhancing knowledge base for future reference.
Utilized diagnostic tools to identify and resolve technical problems, improving client satisfaction.
Maintained comprehensive support documentation and client profiles for streamlined service delivery.
Collaborated with cross-functional teams to troubleshoot and resolve network and system issues.
Generated monthly performance reports, providing insights for management on service desk operations.
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