Help desk

Help desk
Resume examples

Resume Examples Objectives and summaries
Help desk
Help desk
Resume examples
Resume Examples Objectives and summaries

Help desk technician

Experienced

Log all received issues into proprietary help desk ticketing system, classifying and prioritizing incidents with excellent written communication for other technicians to respond to. Use sound judgement to identify trends, anticipate customer needs, and determine when to escalate incidents.

  • Developed 14 knowledge articles to reduce customer frustration and decrease resolution time.
  • Provide technical and functional support, resolving 90% of tickets during first contact.
  • Receive and respond to calls, emails, live chats, and web inquiries from system users.
  • Collaborate with Tier 2 support to enhance knowledge and improve service level agreements (SLA).

Useful example? Yes 0
Copy to clipboard 1

IT help desk technician

Experienced

Provided superior customer support & service to Comcast’s WiFi customers by answering a full range of customer requests, inquiries, and complaints relating to WiFi services and general inquiries. Answered incoming calls and provide helpdesk support to resolve issues on the server-side and client-side using Retain Helpdesk tool.

  • Resolved customer technical issues to ensure all issues are closed in time with the right resolution and highest customer satisfaction.
  • Diffused escalated customer situations while setting accurate expectations for issue resolution.
  • Documented problems including detection information, diagnostic results, and repair information by utilizing the trouble ticketing system.
  • Managed the overall customer call queue to ensure timely response to incoming customer calls.
  • Opened tickets and maintained documentation to track tickets through resolution.
  • Provided coaching, training new employees on call center operations, troubleshooting techniques, and collaborated on calls with new hires.

Useful example? Yes 0
Copy to clipboard 0

Help desk technician

Experienced

Identify problems and implement solutions with accurate communication to ensure courteous, timely, and effective resolution of customer issues. Ensure compliance with security procedures for data handling.

  • Improved first-contact resolution 20% by creating customer handling guide.
  • Act as the Tier 1 point of contact for internal and external customers on a busy service desk. Provide thorough triaging of tickets by liaising with other service teams.
  • Identify, recommend, develop, and implement internal training programs to increase system literacy and self-sufficiency.
  • Participate in planning sessions for process improvement and make recommendations based on experience and past customer interactions.

Useful example? Yes 0
Copy to clipboard 0

Help desk support

Experienced

Ensure customer service is timely and accurate on a daily basis by recruiting, training, and supporting a highly efficient and effective team of help desk representatives and technicians. Maintain customer service standards by contributing to improving customer support by actively responding to queries and handling complaints.

  • Improved production and efficiency by delegating staff to specific roles.
  • Manage the help desk team and evaluate performance to create innovative recommendations.
  • Establish best practices through the entire support process by developing and reviewing daily, weekly, and monthly reports on help desk team's productivity.
  • Follow up with customers to identify areas of improvement and develop an effective and workable framework for managing and improving customer support accordingly.
  • Develop and oversee the team's knowledge base and ensure top quality solutions are available to the staff.
  • Advise management on situations that may require additional client support or escalation.

Useful example? Yes 0
Copy to clipboard 0