Superb listening and questioning skills in order to achieve complete resolution and customer satisfaction. Coordinated help desk support operations with IT support teams of engineers, administrators, and managers in all offices worldwide managing the implementation of help desk related service level agreement SLA in compliance with industry standards to allow these teams to support external customers.
Planned, developed and implemented new support policies and procedures by establishing company-wide help desk systems and processes for managing and tracking to provide trend analysis and ticket reporting to management. Reviewed reports of computer and peripheral equipment production, malfunction, and maintenance to determine costs and impact. Analyzed help desk activity and made recommendations for increased organization efficiency and effectiveness.
Created long term strategies for growth and preservation and career development plans of the help desk group members by providing the staff with additional training and resources. Conducted periodic performance evaluations and annual personnel reviews for staff members. Coordinated with staff, end users, and department managers to determine requirements for new or modified software and hardware and planned and executed a worldwide laptop replacement.
Support tools included desktop operating systems; PC, laptop, and server applications; telecommunication support; e-mail, calendaring and handheld platforms; office automation tools; Intranet and video teleconferencing support solutions and remote user support. Assisted in documenting existing productivity systems architecture and recommended changes for management review including disaster recovery and business continuity efforts.
Assisted in the implementation of physical asset tracking procedures using office automation software and bar coding hardware. Responsibilities highlighted on example resumes in this field include developing a unified IT support call center to maturity as a single point of contact for thousands of technology users, and creating and implementing process improvements to better monitor team productivity and increase customer satisfaction.
Looking for job listings? Check out our Service Desk Manager Jobs page. Want x more interviews guaranteed? Provide quality, cost efficient systems support for the customer while acting as a facilitator between the customer and other support departments. Provided high quality technical support for 1, domestic and international customers.
Ensured adherence with standards. Led in development of strategic directions for teams to address critical business needs. Formed and facilitated root cause analysis teams as needed. Oversaw 10 associates focusing on end-user incidents, service requests, and promoting a culture of IT Service Management. Managed a group of technical specialists focused on supporting business lines globally 24 by 7. Directed support activities for desktop services and Help Desk functions.
Started as a service desk engineer supporting end users with various hardware and software problems. You are looking for your dream job and need a resume? My Perfect Resume is your solution and takes the hassle out of resume writing. Create the perfect job-worthy resume effortlessly in just a few clicks! Build a Resume Now.
Improved reporting metrics, create, maintained and updated operational process documentation that improved collaboration with other service desks i. Received outstanding employee recognition for last quarter of leading the PGO Service Desk Assist in triage of phone calls and email generated tickets to PGO Service Desk Collaborate with CDC management and other business partners that has improved efficiency in ICE support and reduced downtime for contract and grant management specialists.
Consolidated 2-room service desk environment into a 1-room service desk environment with a more ergonomic desk setup with a "pod" like structure that allowed us to align support groups more appropriately. Co-created new process called "Daily Work Flow" meetings.
This added the value of enforcing all areas of IT to manage their incidents in a more timely and organized fashion. Developed support process improvements that resulted in greater efficiencies.
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Help Desk Administrator Resume Sample Three is one of three resumes for this position that you may review or download. Additional IT Resumes are available in our database of 2, sample resumes.
Find the best Service Desk Manager resume samples to help you improve your own resume. Each resume is hand-picked from our large database of real resumes. Logging of new helpdesk calls on in-house and customer helpdesk applications Distribution and constant following up on logged calls Closing of calls upon completion.
Nov 06, · Help Desk Administrator Resume Samples and examples of curated bullet points for your resume to help you get an interview.5/5(4). Robert Pettit Layman Court Gainesville, GA () [email protected] Job Objective Help Desk Administrator looking for position w.