Help Desk - Technical Support Resume Sample

Key Result Areas:

    • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; respond to email messages for customers seeking help

    • Respond to queries either in person or over the phone; write training manuals

    • Train computer users; maintain daily performance of computer systems

    • Ask questions to determine nature of problem; walk customer through problem-solving process

    • Install, modify, and repair computer hardware and software

    • Clean up computers; run diagnostic programs to resolve problems

    • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

    • Install computer peripherals for users; follow-up with customers to ensure issue has been resolved

    • Gain feedback from customers about computer usage

    • Run reports to determine malfunctions that continue to occur

Key Highlights:

    • Any existing systems/ processes streamlined???? Results obtained???? Major assignments handled????

    • Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???

    • Awards/appreciation letters received???? Other relevant achievements????

Key Result Areas:

    • Served as the first point of contact for customers seeking technical assistance over the phone or email

    • Performed remote troubleshooting through diagnostic techniques and pertinent questions

    • Determined the best solution based on the issue and details provided by customers
    • Directed unresolved issues to the next level of support personnel

    • Provided accurate information on IT products or service; recorded events and problems and their resolution in logs

    • Walked the customer through the problem-solving process; followed-up and update customer status and information; passed on any feedback or suggestions by customers to the appropriate internal team

    • Identified and suggested possible improvements on procedures

Key Highlights:

    • Any existing systems/ processes streamlined???? Results obtained???? Major assignments handled????

    • Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???

    • Awards/appreciation letters received???? Other relevant achievements????