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).

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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.

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