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Help Desk - Technical Support Resume Samples and Templates for 2026

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Help Desk Technical Support Resume Examples and Templates: A Complete Guide

In today’s tech-driven world, help desk and technical support professionals play a vital role in maintaining smooth IT operations and delivering prompt support to users across organisations. Whether you’re an entry-level help desk technician at a BPO or an experienced technical support analyst at an IT services company, a well-crafted resume can be the key to landing your next job.

This guide provides help desk resume examples and templates, along with expert resume writing tips tailored for India’s IT support industry, where companies like TCS, Infosys, and HCL Technologies employ thousands of support professionals.

Understanding the Help Desk Role in India

Help desk and technical support professionals in India work across diverse settings including IT services companies, BPOs, captive centres, and in-house IT teams. From resolving tickets for global clients to supporting internal users at large enterprises, IT support roles are fundamental to business operations.

Key responsibilities include:

Responding to support tickets via phone, email, and chat
Troubleshooting hardware, software, and network issues
Managing user accounts in Active Directory and Office 365
Providing remote desktop support and assistance
Escalating complex issues to Level 2/3 support teams
Documenting solutions in knowledge base systems
Meeting SLA targets for response and resolution times
Training end-users on applications and best practices

India’s IT services sector employs over 5 million professionals, with significant demand for help desk and technical support roles across all experience levels.

Preparing to Write Your Help Desk Resume

Before drafting your resume, gather all relevant information:

Professional details to compile:

Complete employment history at IT companies or support centres
Ticket volumes and resolution metrics achieved
Technologies and tools supported
Certifications and training completed
CSAT scores and quality ratings
SLA adherence percentages
Languages known (important for global support)

Research target employers:

Review requirements from TCS, Wipro, HCL, Tech Mahindra
Understand expectations at captive centres (Amazon, Google, Microsoft)
Note specific technologies mentioned in job descriptions

Choosing the Best Resume Format

Select a format that best presents your technical support experience:

Chronological Format

Best for support professionals with steady career progression at IT companies. Highlights your work at organisations like Infosys, Cognizant, or HCL in reverse chronological order.

Functional Format

Suitable for fresh graduates, career changers, or those entering IT support from other domains who want to emphasise skills over work history.

Combination Format

Ideal for mid-career professionals balancing diverse experience across different support levels (L1/L2/L3) and technologies.

Format recommendations by experience: | Experience Level | Recommended Format | Resume Length | |-----------------|-------------------|---------------| | Entry-level (0-2 years) | Chronological | 1 page | | Mid-level (3-6 years) | Combination | 1-2 pages | | Senior (7+ years) | Chronological | 2 pages |

Professional Summary Examples

Your professional summary should immediately communicate your IT support expertise:

Entry-Level Help Desk Technician

IT graduate from VTU with CompTIA A+ certification seeking entry-level help desk position. Completed internship at Infosys BPO handling 50+ tickets weekly for global banking client. Trained in Windows troubleshooting, Office 365 administration, and ServiceNow ticketing. Strong communication skills with 95%+ CSAT scores during training. Eager to build career in IT support.

Experienced Help Desk Analyst

Results-driven help desk professional with 5+ years of experience providing technical support for enterprise clients. Currently L2 Support Analyst at TCS serving Fortune 500 manufacturing client. Expertise in Windows, Active Directory, and Office 365 with 98% first-call resolution rate. Handle 40+ tickets daily meeting all SLA targets. CompTIA A+ and ITIL Foundation certified.

Senior Technical Support Engineer

Strategic IT support professional with 10+ years of experience leading help desk teams and managing enterprise support operations. Currently Team Lead at HCL Technologies managing 15-member L1/L2 team supporting 5,000+ users globally. Expertise in ITSM processes, escalation management, and support optimisation. Reduced average resolution time by 35% through process improvements. ITIL Expert certified.

Desktop Support Engineer

Hands-on desktop support engineer with 6 years of experience in hardware, software, and network troubleshooting. Currently at Wipro supporting pharmaceutical client’s 2,000+ end users across multiple locations. Expertise in Windows 10/11, laptop imaging, and VPN troubleshooting. Handle on-site and remote support with 99% SLA compliance. MCP certified with strong customer service focus.

Showcasing Your Work Experience

Present your help desk experience with specific achievements and metrics:

L2 Technical Support Analyst

TCS | Pune (Supporting US Manufacturing Client) April 2020 – Present

Handle 45+ tickets daily across hardware, software, and network issues
Achieve 98% first-call resolution rate against 85% target
Support 3,000+ users across manufacturing plants in North America
Manage Active Directory user accounts, group policies, and access requests
Troubleshoot VPN, Citrix, and remote desktop connectivity issues
Maintain 99.5% SLA compliance for P1 and P2 incidents
Train new team members on troubleshooting procedures and tools
Received “Star Performer” recognition for Q2 and Q4 2023

Help Desk Analyst

Infosys BPO | Bangalore June 2017 – March 2020

Provided L1 support for global banking client with 24x7 operations
Resolved 35+ tickets daily via phone, email, and chat channels
Handled password resets, account unlocks, and basic software issues
Escalated complex issues to L2 team with proper documentation
Achieved 96% CSAT score consistently above team average
Participated in knowledge base article creation and updates
Worked in rotating shifts supporting EMEA and Americas regions

IT Support Intern

Cognizant | Chennai January 2017 – May 2017

Assisted L1 team with ticket triage and initial troubleshooting
Learned ServiceNow ticketing system and ITIL processes
Handled 20+ simple tickets daily under supervision
Completed training on Windows, Office 365, and basic networking
Shadowed senior analysts on complex troubleshooting scenarios

Essential Skills for Help Desk Professionals

Technical Skills

Windows 10/11 troubleshooting and administration
Office 365 administration and support
Active Directory user and group management
Remote desktop tools (TeamViewer, AnyDesk, Remote Desktop)
VPN configuration and troubleshooting
Basic networking (TCP/IP, DNS, DHCP)
Hardware diagnostics and repair
Printer setup and troubleshooting
Antivirus and endpoint security
Ticketing systems (ServiceNow, Freshdesk, Zendesk, Jira)

ITSM Skills

Incident management and escalation
Service request fulfilment
Problem management basics
Knowledge base documentation
SLA monitoring and reporting
Change management awareness
Asset management basics
Root cause analysis
Ticket prioritisation
Queue management

Soft Skills

Clear verbal and written communication
Customer service orientation
Active listening
Patience and empathy
Time management
Problem-solving mindset
Team collaboration
Stress management
Adaptability
Attention to detail

Certifications for Help Desk Professionals

Professional Certifications

Certification	Issuing Body	Relevance
CompTIA A+	CompTIA	Hardware and software fundamentals
CompTIA Network+	CompTIA	Networking basics
ITIL Foundation	Axelos	ITSM best practices
Microsoft 365 Certified	Microsoft	Office 365 administration
Azure Fundamentals (AZ-900)	Microsoft	Cloud basics
Google IT Support Professional	Google/Coursera	Entry-level IT support

Indian Certifications and Training

NASSCOM certification programmes
NIIT IT support courses
Aptech diploma in IT
Company-specific certifications (TCS, Infosys, HCL training)
NSDC IT-ITES skill certificates

Vendor Certifications

Cisco CCNA (for networking focus)
Microsoft Certified Professional (MCP)
AWS Cloud Practitioner
ServiceNow System Administrator
HDI Support Center Analyst

Tips by Experience Level

Entry-Level Help Desk (0-2 years)

Highlight B.Tech/BCA/diploma in IT or related field
Include internship experience at IT companies
Emphasise certifications like CompTIA A+ or Google IT Support
Mention CSAT scores and training achievements
Include technical skills learned during education

Target employers: TCS, Infosys, Wipro, HCL entry-level support roles

Mid-Level Help Desk (3-6 years)

Quantify ticket volumes and resolution metrics
Highlight SLA compliance percentages
Showcase progression from L1 to L2 support
Demonstrate client/domain expertise
Include training or mentoring of junior team members

Target positions: Senior Analyst, L2 Support, Desktop Support Engineer

Senior Help Desk (7+ years)

Emphasise team leadership and management experience
Highlight process improvements and efficiency gains
Showcase client relationship management
Demonstrate ITSM expertise and certifications
Include cross-functional project experience

Target positions: Team Lead, Service Desk Manager, IT Support Manager

ATS Optimisation for Help Desk Resumes

Ensure your resume passes Applicant Tracking Systems used by IT companies:

Essential keywords to include:

Help desk, technical support, IT support
Troubleshooting, ticket resolution, incident management
Windows, Active Directory, Office 365
ServiceNow, Freshdesk, ticketing system
L1 support, L2 support, escalation
SLA, first-call resolution, CSAT
Remote support, desktop support
ITIL, CompTIA A+, certified
Hardware, software, network
Customer service, communication

ATS-friendly formatting:

Use standard section headings (Summary, Experience, Skills, Education)
List certifications with issuing body names
Include metrics as numbers (tickets/day, SLA %)
Avoid tables, graphics, and complex formatting
Use standard fonts (Arial, Calibri, Times New Roman)

Conclusion

A compelling help desk resume is essential for success in India’s thriving IT services sector. Whether you’re targeting positions at major IT companies like TCS, Infosys, and HCL, or exploring opportunities at captive centres and product companies, your resume must demonstrate your technical troubleshooting abilities, customer service skills, and performance metrics.

Focus on quantifying your achievements—ticket volumes, resolution rates, and SLA compliance percentages. Highlight your certifications, tool proficiency, and client experience. With India’s IT support industry continuing to grow, a strong resume opens doors to rewarding career opportunities.

Use our resume builder to create an ATS-optimised help desk resume, or explore our professional templates designed specifically for IT support professionals in India.

Frequently Asked Questions

What sections should a strong help desk technical support resume include?

At minimum, include contact information, a professional summary, work experience, key skills, and education. Depending on your experience level, you may also add certifications, achievements, projects, or industry-specific sections that highlight your expertise.

How do I write a professional summary for a help desk technical support role?

Keep it concise — two to three sentences highlighting your experience level, core competencies, and a key achievement or strength that shows why you're right for the job. Tailor it to match the specific role you're applying for.

What skills are most important to list on a help desk technical support resume?

Include a mix of technical skills specific to help desk technical support roles and soft skills like communication, problem-solving, and teamwork. Research job postings in your target companies to identify the most commonly requested skills.

How detailed should my work experience be?

Use bullet points to describe your roles, focusing on specific results, tools used, and the impact you made. Quantify achievements where possible — numbers and percentages help recruiters quickly understand your contributions.

Do I need certifications on my help desk technical support resume?

Certifications aren't always required, but they can strengthen your application — especially if they demonstrate advanced training or specialised expertise. List the certification name, issuing organisation, and year obtained.

What's the best resume format for a help desk technical support?

Most help desk technical support professionals benefit from a reverse-chronological format that lists your most recent experience first. If you're changing careers or have gaps, a functional or combination format might work better.

How long should my help desk technical support resume be?

Aim for one page if you're early in your career. Experienced professionals with extensive achievements can use two pages — just ensure every section adds value and remains relevant to the role.

Should I tailor my resume for each job application?

Yes. Customising your resume with keywords and responsibilities from the job posting improves your chances of passing Applicant Tracking Systems (ATS) and resonating with recruiters. Focus on relevant experience and skills for each role.

Help Desk - Technical Support Text-Only Resume Templates and Samples

Arvind Yadav

Phone: 01234567890

Email: abc@email.com

Address: Sec-44, Noida, Noida

About Me

Help Desk - Technical Support Professional

Enthusiastic Help Desk professional with XX years of experience in ensuring maintenance and monitoring of computer networks and systems. Seeking an opportunity at GD IT Solutions to benefit an IT Department with complex technical knowledge and strong time management skills.Adept in ensuring maintenance and monitoring of computer networks and systems; logging the queries of customers and employees; analyzing call logs in order to discover any underlying issues or trends; diagnosing and solving hardware or software faults
Skilled in testing and evaluating new technology; performing electrical safety checks on the company’s computer equipment; responding to call-outs in a timely fashion; following instructions, either written or in diagram form, in order to set up a system or fix a fault
Working knowledge of fundamental operations of relevant software, hardware and other equipment; knowledge of relevant call tracking applications; experience of customer service practices; related experience and training in troubleshooting and providing help desk support

Education

, Bachelor of Computer Applications, Completed, March 2000

Dave Govt College

Karnataka University – Marks 70

Bengaluru, KA

Certifications

IT Support Professional Certificate , Completed , January 2008

Work Experience

Period: May 2015 - Current

Service Desk Associate / Helpdesk Associate

NTT DATA Services

Noida, UP

Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Responded to email messages to those customers who were seeking help.
Responded to queries either in person or over the phone; wrote training manuals.
Trained computer users; maintained the daily performance of the computer system.
Asked questions to determine the nature of the problem; helped customers by solving their issues.
Installed, modified, and repaired computer hardware and software.
Cleaned up computers; run diagnostic programs to resolve problems.
Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Installed computer peripherals for users; follow-up with customers to ensure the issue has been resolved.

Period: August 1995 - February 2014

IT Support Technician / Help Desk Associate / IT Support

GR Corp Pvt Ltd

Noida, UP

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 services.
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.