helpdesk skills for resume

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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

• Help Desk Resumes by Experience
• Help Desk Resumes by Role
• Write Your Help Desk Resume

Being a help desk technician is all about being the go-to support hero for tech-related woes. You’re the friendly face or voice that guides users through their IT troubles, from computer hiccups to forgotten passwords. 

Your knack for problem-solving and communication makes you a troubleshooter extraordinaire. However, crafting a resume that showcases your IT prowess can be as tricky as decoding a complex error message. 

If you’re ready to put your skills on paper and land that dream job, we’re here to lend a hand. Our expert-written help desk resume examples can help you with everything from picking the right job skills to making your experience pop. To top it all off, use our free cover letter builder for the complete application.

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Why this resume works

• It may not seem like much at first but specifying how you used industry-specific tools to make quantifiable differences can go a long way! Don’t sleep on your technical experience either! Add any instances when you monitored and improved a network’s security.

Entry Level Help Desk Resume

• The essence is to demonstrate that you’ve actually put textbook theories to work, which culminated in tangible outcomes in the real world. Maybe it’s a summer job as a cashier, where you mastered your customer service. If such is not an option, capitalize on the job-relevant seminars you attended, and the college projects you carried out.

Help Desk Analyst Resume

• You want to stay clear of terms like “aided” and “assisted” and instead bring out the big guns—words that convey leadership (think led, authored, negotiated), accomplishments (think overhauled and upgraded), and technical prowess (think analyzed, monitored, and executed).

IT Help Desk Resume

• Can’t forget about regulations too now, can we? If you’ve ever helped a company save costs on potential compliance fines, make sure to mention it and prove your dedication to any employer!

Help Desk Technician Resume

• Once done, back up these metrics with actionable points like increasing a system’s uptime rate from 87% to 98.3%, or improving overall productivity by 26%.

Related resume examples

• Customer Service
• Office Assistant

Adapt Your Help Desk Resume to Match Every Job Description

When it comes to showcasing your skills as a help desk technician, you’ve got a toolbox full of tech expertise that employers are eager to see. Your resume is where you can dive into it. Be specific and steer clear of vague, generic terms—your IT-focused resume should shine a spotlight on your technical prowess.

Zoom in on the hard skills you’ve honed. List the software applications you’re fluent in, any cyber security frameworks you’ve mastered, and, of course, any programming languages that you’ve conquered. 

Highlight your know-how in networks, malware detection, and understanding system vulnerabilities. Remember, the key is to match the skills you have with what the job demands.

Need some help?

15 top help desk skills

• Ticketing Systems
• Hardware Knowledge
• Network Troubleshooting
• Cybersecurity
• Mobile Device Support
• Active Directory

Your help desk work experience bullet points

Your days working as a help desk technician are often a whirlwind of assisting users, resolving IT issues, and ensuring smooth tech operations. However, when it comes to your resume, it’s the remarkable achievements that truly matter.

Your work ensures that everything runs smoothly without interruptions or costly downtimes, and it’s important that you highlight this. Showcase moments you’re proud of, whether speeding up response times, reducing system downtime, or increasing user satisfaction. 

Quantify your achievements with metrics whenever possible to lend them more weight and set yourself apart from the competition.

• Highlight how quickly you were able to acknowledge and address user requests or IT issues.
• Showcase your ability to resolve issues on the first interaction, minimizing the need for multiple support interactions and improving user satisfaction.
• Use surveys or feedback data to quantify user satisfaction and report consistent ratings of 95% or higher.
• Quantify how your support efforts reduced system or network downtime, resulting in increased productivity and cost savings.

See what we mean?

• Developed a weekly backup schedule through Acronis Backup which decreased data loss incidents by 97%
• Led a project to update password security policies using LastPass, curbing security breaches by 56%
• Facilitated 1,742 remote support sessions using TeamViewer, resolving 92% of issues without on-site intervention
• Leveraged Microsoft Teams’ bot and integration features to automate routine tasks, enhancing team productivity by 18%

9 active verbs to start your help desk work experience bullet points

• Implemented
• Optimized 
• Coordinated
• Collaborated 

3 Tips for Writing an Entry-Level Help Desk Resume

• Showcase relevant coursework and academic projects that demonstrate your technical abilities. For instance, you could mention a group project where you contributed to designing and implementing a help desk ticketing system for your IT class. These hands-on experiences provide valuable insights into your capabilities and problem-solving skills.
• Your hobbies and interests can be a goldmine of relevant skills. If you’re passionate about building computers, troubleshooting software, or managing home networks as a hobby, don’t hesitate to mention it. Show how your love for technology extends beyond the classroom and into your personal life, highlighting your dedication to the field.
• Use a career objective statement to outline your aspirations as a help desk technician. Be specific about the kind of support you want to provide and the impact you aim to make. This helps employers understand your goals and motivations, even if you have limited professional experience .

3 Tips for Writing a Help Desk Resume With Prior Experience

• Working in a help desk environment means working with people, but don’t list “teamwork” in your skills section. Instead, emphasize your customer-centric mindset by adding metrics like the number of resolved support tickets or the average 5-star rating you get every month.
• If you’ve developed expertise in specific areas of help desk support, such as hardware troubleshooting, software configuration, or network diagnostics, don’t be afraid to brag about it. For instance, if you’re skilled in remote desktop support, emphasize how your proficiency can benefit remote workers.
• List any certifications that align with the help desk field. Certificates such as CompTIA A+, CompTIA Network+, or HDI Support Center Analyst can boost your credibility. 

You can include a career summary , but it’s optional. If you choose to have one, make it job-specific. Focus on your key proficiencies, such as specific operating systems (Windows, Linux, MacOS) that directly relate to the job.

It’s usually better to focus on your technical skills, namely hardware and software proficiencies. Talk about your in-depth knowledge of Spiceworks, RDP, backing up data, and IT security—your soft skills will shine through your cover letter.

Metrics that demonstrate your impact can set you apart. Highlight statistics such as reduced response times, increased user satisfaction scores, first call resolution rates, or decreased system downtime. 

• • Resolved technical issues for over 100 employees, increasing overall productivity by 20%
• • Implemented new IT systems, increasing system efficiency by 15%
• • Led a team of 5 junior IT specialists, improving team efficiency by 10%
• • Resolved technical issues for over 50 employees, ensuring minimal downtime
• • Assisted in the implementation of new IT systems, reducing system errors by 25%
• • Collaborated with the IT team to meet quarterly targets, achieving 100% of goals
• • Supported senior IT specialists in resolving technical issues, contributing to a 10% increase in efficiency
• • Assisted in managing IT systems for 20 employees, maintaining 100% system uptime
• • Assisted in the preparation of quarterly IT reports, achieving 95% accuracy

5 Help Desk Resume Examples & Guide for 2024

Your help desk resume should highlight your technical proficiency. Showcase your experience with relevant software and troubleshooting methods. Demonstrate your customer service skills clearly. Employers need to see your ability to communicate effectively and resolve issues efficiently.

All resume examples in this guide

Desktop Support

Help Desk Manager

Service Desk Manager

Technical Support Manager

Resume guide, in this guide, you’ll learn, looking for related resumes, how to create a help desk resume that gets you hired, the right way to write a header for a help desk resume, how to make an outstanding experience section for your help desk resume, 18 essential skills to highlight in your help desk resume.

The customer is king.

But as a help desk…

You’re the king of customer service.

Anyone can pick up the phone or respond to an email, but very few can do so efficiently.

Your work extends way beyond solving simple technical problems.

Without you, companies can’t keep up good relationships with their clients. Many businesses would struggle to improve their brand image and keep their loyal customers around.

You help employees from inner departments solve tech issues in a timely fashion. That’s how you allow everyone to be more productive and stay focused on crucial tasks.

Thankfully…

The days of simple FAQ pages and Q&A sections on forums are over.

Companies have understood the full extent of your importance. That explains why headhunters today work hard to recruit the best help desk professionals.

But to land the job you want:

You need an outstanding help desk resume that promotes your worth. And that’s what we’re going to teach you today.

We created this guide to help you make a brilliant resume that stands out and gets results.

We’ll show you how to feature the right skills, experience, and other essential sections to make you shine.

Let’s get started.

• Why reading the job description is crucial to picking and featuring the right experience and skills on your resume
• How to structure and format your resume to inspire recruiters and keep them reading
• Best way to showcase your relevant experience and convince headhunters of your worth
• Top technical and soft skills to help you master your job duties and excel at customer service
• Most important additional sections to include if you want to outshine your competition
• Computer Science Resume
• Network Engineer Resume
• Tech Resume
• IT Project Manager Resume

A help desk resume is your chance to leave a strong first impression on recruiters and make them want you.

It's not just a bunch of details or meaningless words sitting on a page. In reality, it's the portal through which you'll land the job you want at the company of your dreams.

Every detail matters, from the way you structure your resume to the way you write your sentences.

Therefore, you must remain strategic in your approach.

First of all:

You need to pick a proper layout for your resume .

There are lots of options to choose from, but not all of them will fit your background.

Here are your two options:

If you have a rich work history and lots of details to share, a reverse-chronological layout is best. Combine that with a double-column temlplate and you can fit everything within a single page without sacrificing any details.

A single column resume template works great for you if you're just getting started as a help desk. You don't want to leave lots of white space in your resume, so you can structure the information to fill the whole page. You might prefer the funcional resume layout in such case, as it allows you to focus on skills, rather than experience.

You need to be different from everyone else.

Think about it for a second…

The company needs assistance from a professional help desk. They've been looking for an ideal candidate for a while — yet they still haven't hired anyone.

Why do you think is that?

Two reasons:

• The majority of applicants don't have the right set of experience and skills to compete for the job
• No one has addressed the hiring company's needs precisely, and most candidates are ego-centric only looking for their own interest

That's where you'll beg to differ and prove yourself deserving of the position.

You'll highlight your unique expertise, most excellent qualities, and career achievements to stand out from the pack. But more importantly, you'll tailor your resume to answer to the company's needs precisely.

This way, you're outperforming everyone in the race and give recruiters a million reasons to hire you.

Best sections for a help desk resume

• Certifications

What recruiters want to see in a help desk resume

• The right customer service experience to help you assist clients effectively
• A solid background in IT and computer science to prove your fitness for the job
• Quantifiable achievements and work results demonstrated through reliable metrics and precise numbers
• Eagerness to learn various technical skills quickly and apply the knowledge in practice
• A set of soft skills including solution-oriented mindset, patience, and interpersonal abilities to allow for flawless communication

The header is a small section sitting at the top of your resume to help you identify yourself.

It only includes personal details - so it shouldn't affect your chances of getting hired.

You want recruiters to remember who you are in a pile of hundreds of resumes. So, this is your chance to hammer your name into their heads.

You must follow the right structure in making your header. You have to feature your key personal details. And you also need to leave away any unnecessary information.

So, where do you begin?

It's simple.

For starters, you only need to include the following information:

• Email address

Next, you'll work on placing them correctly on the page.

Make your name memorable by using a bigger font and separating it from the rest of the details.

The job title comes underneath your full name but in a smaller font.

Featuring your full address is optional, especially if you live far away from the hiring company's location.

So, adding just the city and state in your address is okay.

LinkedIn is where most headhunters go to publish job postings and find qualified candidates. And the platform presents an opportunity for applicants to showcase their worth beyond a one-page resume.

Featuring a link to your LinkedIn profile is your way of helping recruiters notice you. It allows them to learn more about you before the interview, which is something they're grateful for.

Let's look at a couple of examples:

Recruiters must be sure that you're their best candidate they can hire before choosing you.

They want to see that you have solid experience with customer experience. And they need to be sure of your IT skills and problem-solving abilities.

But how do you prove any of that?

Well… it's quite simple!

Show that you've done it all before.

Craft an experience section that presents your job experience professionally. Then, fill it with details about your career successes and accomplishments.

Here are three golden rules to follow when writing your experience section:

1- List your experience in chronological order.

A perfect experience section must be chronological. That means you should start from the most recent position and continue further down.

You don't need to include every single position you've ever had. So, be careful when choosing what you put in this section.

2- Be specific.

It's more important to show than just tell when talking about your work history.

Headhunters are tired of reading repetitive job tasks over and over again. Every applicant they come across sounds the same with all the generic duties they find on Google.

The key here is to give recruiters what they want to see specifically. And to find that, you must look through the job description .

Make each bullet point you list here counts by mentioning the impact you had in your previous positions.

But more importantly:

Everything you mention here has to be relevant to the job you're applying for.

3- Quantify your achievements.

This rule gives hiring managers a rational anchor point for comparison. If your numbers are better than everyone else's, you'll separate yourself from the pack.

You won't be stuck at the bottom with the unqualified candidates who also claim to be good at customer support.

Each bullet point must come with a concrete example or a quantifiable achievement to inspire headhunters.

Use precise numbers of the results you achieved in the past to quantify your career wins.

Check out this example:

• • Responsible for customer service and inquiries
• • Helped customers with technical issues related to the company’s products and services
• • Stayed up-to-date with the latest company technologies and software updates

Nobody likes buzzwords , especially not hiring managers.

They've read hundreds of resumes where job responsibilities are listed with no concrete numbers to prove them.

There's nothing to back up those claims and achievements. As a result, such resumes get largely ignored or even count against the applicant.

The solution is to focus on concrete numbers to demonstrate your impact as a help desk professional.

You need to keep an active language when showcasing your work as a help desk. Stick to action verbs and industry-specific verbs to highlight relevance and competence.

Now, here's what a great help desk experience section looks like:

• • Answered, evaluated, and prioritized 3200 customer inquiries and support requests while maintaining 98% ratings of positive feedback
• • Assisted in the hiring and scaling of the team from 10 teammates to 35 by screening potential candidates
• • Recorded, tracked, and updated support interactions using the company’s ticketing system to help with software development

Featuring the right skills in your resume is key to getting you hired.

Recruiters often find themselves stuck choosing between candidates with the same level of experience. So they rely on the skills section to decide on the best applicant for the job.

But here’s the thing:

It isn’t always clear to you as a job-seeker which talents are essential to showcase in your resume.

Companies differ in the way they operate and deal with their customers. The technologies and tools they use also vary significantly from one industry to another.

As a rule of thumb, you must focus this section on two types of skills:

• Soft skills
• Technical skills

Soft skills include customer service, the ability to stay on top of client requests, troubleshooting, problem-solving, etc…

Patience and solution-oriented thinking are also crucial to helping you excel at your job.

Moreover, you must demonstrate a willingness to learn and adapt to new tools whenever needed. That shows hiring managers your eagerness to succeed at the job and go the extra mile.

On the other hand:

Technical skills vary widely based on the technology used by the company. There are no universally sought-after technical skills in the job market today.

You can recognize what the company needs from you in the job offer. And many tools and technologies are so popular that most businesses in the market today are using them.

So, by this point…

Your primary focus should be to find the most relevant abilities required for the job. Once you identify them, you’ll only need to narrow your list down and present it in this section.

To do that, you should:

• List all the soft and hard skills you possess in one list.
• Define the most sought-after soft/technical talents by reading the job description and keep them in a separate list
• See which skills correlate the most (those are the ones your help desk resume needs to feature)

Here’s our hand-picked list of the most critical help desk resume skills:

Most sought-after technical skills for help desk resume

• Active directory
• Desktop support
• Technical support
• Service desk
• Microsoft Office Suite
• Google Suite
• Troubleshooting
• Email support

Best soft skills to showcase in your help desk resume

• Customer service
• Collaboration
• Communication
• Problem-solving
• Time management
• Multitasking
• Attention to detail
• Solution-oriented

Key Takeaways

• Read the job description thoroughly to identify the hiring company’s needs and address them in your resume
• Create an eye-grabbing header to keep headhunters reading
• Feature your relevant work experience and solidify your claims through precise metrics and quantifiable achievements
• Showcase your technical/soft skills in your experience and skills section to make your resume more appealing
• Feature your educational background and certificates to stand out from the crowd and outshine your competitors

Help Desk resume examples

Explore additional help desk resume samples and guides and see what works for your level of experience or role.

Desktop support roles are similar to a foundational pillar in IT infrastructure. Therefore, desktop support trends can impact the way whole organizations function.

Emphasize your ability to troubleshoot swiftly and accurately. Display your familiarity with common operating systems and applications. Demonstrate your soft skills relevant to desktop support such as communication, team work and patience. Prove that you understand user issues and solve accordingly. Frame your resume in such a way that it showcases your skills in hardware and software, as well as how those skills led to efficient troubleshooting.

Don't just list qualifications; show how you used them to improve the system. Following 'skill-action-results' could look like 'improved ticket resolution time by...' or 'reduced system crashes by...' and so on.

Help Desk Managers play a critical role in customer service. Their actions can have great influence on customer satisfaction and brand loyalty.

Experience in software such as ticket tracking systems and database software is a must. Showcase your customer service skills and ability to manage teams. Demonstrate how you have implemented support strategies that reduced resolution time and improved satisfaction.

Avoid simply listing skills. Instead, show how your management style and technical abilities resulted in improved key performance indicators (KPIs). For example, 'Reduced average call handling time by implementing...', 'Increased customer satisfaction by...' et cetera.

A Service Desk Manager role is as a bridge between users and IT operations. This influential role can shape IT processes within a company.

Your resume should demonstrate your expertise in IT service management principles like ITIL or COBIT. Highlight how you have developed and implemented operational procedures that improved efficiency.

Don’t just list your skills. Instead, show how they have led to more efficient operations. Following 'skill-action-results' could look like 'lowered downtimes by implementing...', 'improved service delivery through...' and so on.

Technical Support Manager roles form a cornerstone of customer and client support systems. Trends within this sphere have far-reaching implications for any tech company.

Among others, highlight your ability to manage and train a team of tech support representatives. Tout your familiarity with a range of software and hardware specific to your industry. Demonstrate a history of increasing customer satisfaction rating by streamlining the tech support process.

Show, not just tell, your skills. e.g. 'lowered tech support turnaround times...', 'improved customer satisfaction ratings by...' and more.

Looking to build your own Help Desk resume?

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IT Help Desk Support Resume Examples

Writing a resume for an IT Help Desk position can be challenging, especially if you are new to the field. It is important to showcase your technical and analytical skills, as well as your customer service abilities. The most effective resumes will demonstrate your ability to troubleshoot problems and develop solutions, while including key qualifications and certifications. In this blog post, we will be providing a comprehensive guide, along with examples, to help you craft an attention-grabbing resume that will help you land the job of your dreams.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

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IT Help Desk Support

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

I am a detail- oriented IT Help Desk Support professional with 5 years of experience in providing excellent customer service, resolving complex technical issues, and configuring and troubleshooting computer systems, software, and hardware. My expertise in IT also extends to problem solving, data analysis, and diagnostics. I am adept at working in a fast- paced environment and am highly organized, with excellent communication and interpersonal skills.

Core Skills :

• Systems and Software Troubleshooting
• Configuration and Maintenance
• Customer Service
• Data Analysis
• Problem Solving
• Diagnostics

Professional Experience :

Help Desk Support, ABC Company, 2015 – Present

• Provide technical support to end- users for hardware and software issues
• Utilize problem- solving and diagnostic skills to resolve issues
• Respond to user inquiries via phone, email, and chat
• Maintain accurate records of customer interactions and system updates
• Configure and troubleshoot computer systems and networks

Help Desk Analyst, XYZ Company, 2013 – 2015

• Provided support to end- users on basic computer systems and software
• Troubleshot and resolved complex technical problems
• Responded to customer requests in a timely manner
• Updated and maintained customer records
• Assisted in maintaining and updating internal help desk documents

Education :

Bachelor of Science in Information Technology, ABC University, 2013

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IT Help Desk Support Resume with No Experience

Recent computer science graduate with a desire to assist customers with technical support related issues. Possesses strong knowledge of computer hardware and software, as well as experience troubleshooting and providing customer service in a customer service role. Eager to apply technical knowledge to help customers with their IT needs and ensure a positive customer experience.

• Proficiency in Windows, Mac OS and Linux operating systems
• Knowledge of computer hardware, software, and networking components
• Ability to install and configure software and hardware
• Excellent troubleshooting and problem- solving skills
• Excellent customer service and listening skills
• Ability to communicate complex technical information in a simple way

Responsibilities

• Provide help desk support to customers with technical issues
• Answer incoming customer calls and emails in a timely and professional manner
• Diagnose computer hardware and software issues and provide solutions
• Troubleshoot customer technical issues and resolve them quickly and efficiently
• Install and configure new hardware and software when needed
• Keep up to date with the latest technologies and best practices in IT support

Experience 0 Years

Level Junior

Education Bachelor’s

IT Help Desk Support Resume with 2 Years of Experience

Highly organized and knowledgeable IT Help Desk Support professional with two years of experience troubleshooting hardware and software issues for a wide range of clients. Possesses the ability to work independently and collaboratively to provide efficient customer service in a timely manner. Skilled in providing technical assistance, installation and configuration of systems, and maintaining system documentation.

• Hardware Troubleshooting
• Software Installation
• System Configuration
• Technical Assistance
• Communication

Responsibilities :

• Provided assistance with hardware and software repairs and installation.
• Assisted customers with technical problems via phone and email.
• Answered user inquiries regarding software, hardware and network operations.
• Provided technical assistance to customers in a courteous and professional manner.
• Offered customer support in the installation and configuration of systems.
• Maintained system documentation and updated technical knowledge.
• Assisted in troubleshooting network and server issues.
• Provided training to users on the use of new software.

Experience 2+ Years

IT Help Desk Support Resume with 5 Years of Experience

Highly organized and motivated IT Help Desk Support professional with 5+ years of experience in the technical support field. Proven track record in troubleshooting complex technical issues and providing effective solutions to meet customer needs. Possessing an in- depth knowledge of computer software, hardware, and networks. Skilled in written and verbal communication in order to build meaningful relationships and deliver exceptional customer service.

• Software/Hardware Troubleshooting
• Technical Support
• Problem- solving
• Computer Languages
• Responded to customer inquiries regarding IT- related problems and provided step- by- step troubleshooting instructions
• Diagnosed and resolved technical hardware and software issues for remote and onsite clients
• Installed and configured computer hardware, software, and related peripherals
• Assisted in the maintenance of computer networks and related computing environments, including systems software, applications software, and all configurations
• Created and maintained IT documentation and procedures
• Monitored and maintained performance of computer systems and networks
• Ensured data integrity and security of computer systems and networks

Experience 5+ Years

Level Senior

IT Help Desk Support Resume with 7 Years of Experience

Highly organized and motivated IT Help Desk Support professional with 7 years of experience providing technical support and leading IT projects. Possesses a comprehensive knowledge of computer hardware, software, and network systems. Expert in troubleshooting and providing user- friendly solutions. Skilled in customer service and working in a team environment.

• Network Administration
• Troubleshooting
• Hardware & Software Design
• Technical Documentation
• User Support & Training
• Provided technical support and assistance to customers, staff, and administrators
• Installed, configured and tested hardware, software, and networks
• Performed system backups, maintenance and upgrades
• Diagnosed and resolved hardware, software and network related issues
• Provided basic training to staff and administrators
• Set up user accounts and connected users to networks
• Maintained detailed records of hardware and software installations and upgrades
• Monitored and optimized system performance and security
• Assisted with the implementation of IT policies and procedures

Experience 7+ Years

IT Help Desk Support Resume with 10 Years of Experience

IT Help Desk Support professional with 10+ years of experience in providing direct technical assistance to customers, troubleshooting technical and system issues, and performing system maintenance and upgrades. Proven ability to understand customer issues and provide resolutions quickly and efficiently. Experienced in using the latest diagnostic tools, remote desktop support, and ticket tracking systems. Thrives in a fast- paced environment, working under pressure to meet customer service and satisfaction goals.

• Troubleshooting/Problem Solving
• Software/Hardware Installation and Upgrades
• Diagnostics and System Maintenance
• Remote Desktop Support
• Ticket Tracking Systems
• Data Backup and Recovery
• Software/Hardware Support
• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Managed and resolved customer service problems, reported to management and documented resolutions.
• Answered customer inquiries via phone, email, and chat.
• Ensured customer satisfaction by providing customers with the necessary tools to resolve their issues.
• Performed remote troubleshooting and system maintenance and upgrades.
• Used the latest diagnostic tools, remote desktop support, and ticket tracking systems to resolve customer service issues.
• Provided guidance and instructions to customers on the use of hardware, software, and network systems.
• Assisted in the installation, configuration, and maintenance of computer hardware, software, and network systems.
• Provided technical advice and support to customers in areas including networking, data backup and recovery, and software/hardware support.

Experience 10+ Years

Level Senior Manager

Education Master’s

IT Help Desk Support Resume with 15 Years of Experience

Highly experienced IT Help Desk Support professional with 15 years of providing support for customers and resolving technical issues. Excellent customer service and communication skills, paired with extensive knowledge in Windows, Linux, and Mac OS systems. Proven track record of success in resolving a wide range of technical issues, troubleshooting software and hardware problems, and providing training and support to end- users.

• System Diagnostics
• System Administration
• Computer Security
• Windows/Linux/Mac OS
• Troubleshoot and resolve technical issues for customers
• Consult with customers to diagnose and troubleshoot computer- related problems
• Respond to customer inquiries and provide assistance in resolving technical issues
• Configure and install hardware and software systems
• Install and configure operating systems, patches, and updates
• Monitor system performance and security
• Train end- users on the use of software applications
• Maintain accurate documentation of technical issues, resolutions, and customer service logs
• Develop and implement technical policies, procedures, and best practices.

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a IT Help Desk Support resume?

A IT Help Desk Support position requires technical skills, problem solving abilities and excellent customer service. Therefore, it is important for a candidate to showcase these qualifications in their resume. Here are some suggested items to include on a IT Help Desk Support resume.

• Experience working with computers and technology
• Software and hardware troubleshooting skills
• Proficiency in customer service
• Experience providing remote and in-person problem solving support
• Knowledge of computer networks and system administration
• Ability to work in a fast-paced environment
• Ability to manage multiple tasks and prioritize accordingly
• Excellent communication skills
• Ability to quickly learn and adapt to new technologies

What is a good summary for a IT Help Desk Support resume?

A good summary for an IT Help Desk Support resume should highlight the job candidate’s technical knowledge, customer service experience, and problem-solving skills. The summary should also mention any certifications or other qualifications that make the individual a good fit for the role. Ultimately, a good summary should demonstrate the candidate’s expertise in troubleshooting, diagnosing, and resolving technical issues, as well as their ability to interact with customers in a friendly and professional manner.

What is a good objective for a IT Help Desk Support resume?

A good IT Help Desk Support resume objective should succinctly showcase your technical skills and knowledge, as well as your ability to provide customer service. When writing your objective, focus on the qualities that make you an ideal candidate for the position and keep it short and to the point.

Here are some points to include in your objective for an IT Help Desk Support resume:

• Experienced in troubleshooting and resolving IT hardware, software, and network issues
• Dedicated to providing effective customer service and support
• Ability to diagnose and troubleshoot technical issues and problems quickly and accurately
• Proficient in the use of various IT support tools and software
• Knowledgeable in the installation of new hardware and software
• Proven ability to maintain user accounts, passwords, network security, and data integrity
• Excellent communication and interpersonal skills

How do you list IT Help Desk Support skills on a resume?

When applying for an IT Help Desk Support position, it is important to highlight your technical skills and knowledge in the field. Your resume should be tailored to the job you are applying for, and should include your qualifications, experience, and skills. Here are some tips on how to list IT Help Desk Support skills on your resume.

• Include a summary of your qualifications. This should be a brief overview of your experience and qualifications relevant to IT Help Desk Support.
• Include a section featuring your technical knowledge and proficiency. Here you should list any certifications, programming languages, and other technical skills you possess that are relevant to the job.
• Detail any past experience related to IT Help Desk Support. Include examples of tasks you have completed, such as troubleshooting hardware/software issues or providing technical support to customers.
• Highlight any customer service or communication skills that are related to the job. This could include skills in active listening, problem-solving, and conflict resolution.
• Mention any relevant specializations or areas of expertise. For example, you may be specialized in network administration or cloud computing.

By showcasing your qualifications, experience, and skills, you can create a resume that will make you stand out in your job search.

What skills should I put on my resume for IT Help Desk Support?

If you’re looking to get into a career in IT Help Desk Support, then you’ll need to make sure that your resume has all the right skills. You should include keywords relevant to the position such as problem-solving, customer service, and technical support. Here are some of the most important skills to include on your resume when applying for an IT Help Desk Support job:

• Excellent problem-solving skills: As an IT Help Desk Support professional, you’ll need to be able to quickly identify and solve technical problems. You should demonstrate your ability to diagnose issues and provide solutions.
• Excellent customer service: You should be able to provide excellent customer service to your clients. This means being able to understand their issues and providing them with helpful and friendly advice.
• Knowledge of software and hardware: You should have a good understanding of software and hardware, as well as the ability to troubleshoot common issues.
• Good communication skills: You should be able to communicate clearly with clients both verbally and in writing. This includes being able to explain technical terms and instructions in a way that is easy to understand.
• Ability to work independently: You should be able to work independently and efficiently, without needing to be constantly supervised.
• Patience and persistence: You should have the patience to be able to work with clients who may not be as tech-savvy as you are. You should also have the persistence to keep trying different solutions until you find the right one.

By showing potential employers that you have these skills, you’ll be able to demonstrate that you’re well-suited to a career in IT Help Desk Support.

Key takeaways for an IT Help Desk Support resume

When writing a resume for an IT Help Desk Support role, there are a few key takeaways to keep in mind.

First, highlight any technical skills you have that are relevant to the role. Employers will want to know that you have a good understanding of the tools and software used in an IT Help Desk Support role, so make sure to include any certifications or qualifications you may have.

Second, emphasize your customer service skills. Any employer hiring for an IT Help Desk Support role will be looking for someone who is able to communicate effectively with clients and address their concerns in a professional manner. Make sure to highlight any customer service experience you have had in the past, as well as any communication or problem-solving skills.

Third, highlight any experience you have with troubleshooting. Employers will want to know that you are able to quickly identify and resolve technical issues, so make sure to include any experience you have with troubleshooting.

Finally, make sure to emphasize any experience you have with training users. Employers will be looking for someone who is able to effectively train users on the various tools and software used in an IT Help Desk Support role, so make sure to include any experience you have with training users.

By keeping these key takeaways in mind while writing your resume, you will be sure to make a great first impression when applying for an IT Help Desk Support role.

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Looking for keywords for a specific job search for your job title here., © 2024 resume worded. all rights reserved., help desk specialist resume keywords and skills (hard skills).

Here are the keywords and skills that appear most frequently on recent Help Desk Specialist job postings. In other words, these are the most sought after skills by recruiters and hiring managers. Add keywords directly into your resume's work experiences , education or Skills section . Remember that every job is different. Instead of including all keywords on your resume, identify those that are most relevant to the job you're applying to. Use the free Targeted Resume tool to help with this.

• Technical Support
• Troubleshooting
• Active Directory
• Computer Hardware
• Help Desk Support
•  Find out what your resume's missing
• Windows Server
• Customer Service
• Operating Systems
• Service Desk
• Microsoft Access
• Printer Support
• Remote Desktop
• Software Installation
• Information Technology
• System Administration
• Computer Repair
• Microsoft Exchange
• Network Administration
• Computer Hardware Troubleshooting

Resume Skills: Help Desk Tools

• Jira Service Desk
• Freshservice
• ManageEngine ServiceDesk
•  Match your resume to these skills

Resume Skills: Software & Tools

• Microsoft Office Suite
• Cisco Systems

Resume Skills: Programming

• Shell Scripting

Resume Skills: Networking

Resume skills: operating systems.

• Microsoft Windows (All Versions)

Resume Skills: Databases

  Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Alternatively, you can also include a Skills section where you can list your technical skills in order of your proficiency. Only include these technical skills or keywords into your resume if you actually have experience with them.

   Does your resume contain all the right skills? Paste in your resume in the AI Resume Scan ↓ section below and get an instant score.

Compare Your Resume To These Help Desk Specialist Skills (ATS Scan)

Paste your resume below and our AI will identify which keywords are missing from your resume from the list above (and what you need to include). Including the right keywords will help you get past Applicant Tracking Systems (i.e. resume screeners) which may scan your resume for keywords to see if you're a match for the job.

Sample Help Desk Specialist Resume Examples: How To Include These Skills

Add keywords directly into your resume's work experiences , education or skills section , like we've shown in the examples below. use the examples below as inspiration..

  Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Only include these technical skills or keywords into your resume if you actually have experience with them.

How do I add skills to a Help Desk Specialist resume?

Go through the Help Desk Specialist posting you're applying to, and identify hard skills the company is looking for. For example, skills like Windows, Help Desk Support and Technical Support are possible skills. These are skills you should try to include on your resume.

Add other common skills from your industry - such as Windows 7, Networking and Active Directory - into your resume if they're relevant.

Incorporate skills - like Service Desk, Software Installation and Linux - into your work experience too. This shows hiring managers that you have practical experience with these tools, techniques and skills.

A good Help Desk Specialist has strong attention to detail, so try to include examples of where you handled complex projects or processes.

Try to add the exact job title, Help Desk Specialist, somewhere into your resume to get past resume screeners. See the infographic for how to do this.

Word Cloud for Help Desk Specialist Skills & Keywords

The following word cloud highlights the most popular keywords that appear on Help Desk Specialist job descriptions. The bigger the word, the more frequently it shows up on employer's job postings. If you have experience with these keywords, include them on your resume.

Get your Resume Instantly Checked, For Free

Upload your resume and we'll spot the issues in it before an actual help desk specialist recruiter sees it. for free., help desk specialist resume templates.

Here are examples of proven resumes in related jobs and industries, approved by experienced hiring managers. Use them as inspiration when you're writing your own resume. You can even download and edit the resume template in Google Docs.

Resume Example Service Desk Analyst

An effective Description of the templates...

Download this resume template

A service desk analyst is a technician who troubleshoots and provides support to users. They help them resolve problems at different scales. Therefore they work in multiple tiers depending on the complexity of the problem. Service desk analysts must have great attention to detail, so you should demonstrate this in your resume by double-checking every time to reduce the risks of typos or mistakes.

Tips on why this template works

   demonstrate your knowledge of customer relationship management (crm).

Most companies integrate their service desk with a CRM system. This allows them to orchestrate all customer service operations in one place with minimal delays. CRMs also have a database of customer queries which helps technicians have access to insightful information from previous issues. Now that we know this, we can assume that this is a valuable skill to add to your resume.

   Highlight your communication skills.

As a service desk analyst, you will often deal with non-tech customers who may not understand all the technical processes behind troubleshooting. Therefore, it is important to have excellent communication skills and demonstrate them in your resume.

Resume Example IT Service Desk Analyst

An IT service desk analyst provides technical support to end users. They also maintain software and hardware. These maintenance operations must be scheduled, and IT service desk analysts must notify users about downtime. You must be familiar with networking and documentation, so these are some skills you may want to mention in your resume.

   Indicate your achievements with metrics.

As an IT service desk analyst, you play a huge role in customer support and the organization’s computer health. Therefore, your job can positively impact day-to-day operations. You can mention those accomplishments and use metrics to illustrate their value in your resume.

   Emphasize your problem-solving skills.

IT service desk analysts must have strong logical thinking and problem-solving skills. You may encounter highly complex issues throughout your career, so it’s important to demonstrate that you are resilient and capable of facing challenges.

Resume Example Service Desk Technician

A service desk technician resolves end-users issues by providing technical support. They can troubleshoot both software and hardware. In addition, they are responsible for software maintenance and ICT security. Therefore, it can be a good idea to mention your proficiency with cyber security in your resume.

   Indicate your competency with task management software.

Most IT departments work with an Agile approach, meaning that they prioritize tasks and complete them in short milestones. This requires strong organizational skills and the help of a task management system. You can mention your familiarity with tools like Jira, ClickUp, or Trello in your resume.

   Mention your ability to work with a large team.

Service desk technicians often collaborate with other IT specialists to resolve issues. You will often work with a large team in the IT department, so it’s important to mention your team work skills in your resume.

Resume Example Help Desk Analyst

Help desk analysts assist customers and employees with technical support via email or phone calls. They have a customer service role as well as an IT technician. That’s why it is vital to demonstrate outstanding interpersonal skills in your resume. Sometimes you will be talking to people who don’t have a technical background, so you must be patient and explicative.

   Demonstrate your knowledge of help desk software.

Most help desk analysts work with specialized software like Jira to optimize operations. This type of software helps technicians with ticket prioritization and automation. Therefore, it is crucial to mention in your resume that you are familiar with these systems.

   Highlight your technical skills.

Some employers might overlook your educational background if you have the right skills and experience. That’s why it is important to put some effort into this section. Include skills like troubleshooting, networking, customer service, etc. It is vital to focus on your technical competencies.

Resume Example Help Desk Technician

A help desk technician’s primary goal is to improve customer satisfaction by helping them resolve technical issues with the organization’s product. That’s why your resume should be tailored to the IT industry. They will also assist employees with technical queries. Another relevant help desk technician's responsibility is to educate employees on how to use machinery and software.

   Indicate your familiarity with Agile principles.

Most help desk technicians work with an Agile approach. This helps them reduce productivity leaks and encourages collaboration among team members and stakeholders. That’s why it is worth mentioning your knowledge of this system in your resume. Technicians who are familiar with Agile principles are generally more efficient.

   Mention your abilities to cooperate with teams.

As we mentioned earlier, help desk technicians often assist employees with technical support, but they must also help them understand how to use software and hardware responsibly. Therefore, collaboration and team work skills are competencies that you must highlight in your resume.

Resume Example IT Help Desk (Entry Level)

Help desk centers usually work in tiers, meaning that technicians have a designated level of complexity with technical support. Some of them handle advanced issues while others focus on basic setup tasks and lower-level troubleshooting. That is precisely the work of an entry-level IT help desk specialist since they don’t have extensive experience on their resume.

   Include volunteering experience in IT.

Having a lack of professional experience in help desk centers doesn’t have to prevent you from applying to this position. You can also include relevant experience in volunteering and internships. These days, this type of on-the-job training has a lot of value in the IT industry.

   Highlight projects in which you used your transferrable skills.

If you have worked in personal or extracurricular projects where you used your technical support skills, you can mention that in your resume. This is a good idea to demonstrate your value. You can highlight skills from this experience, such as problem-solving and troubleshooting.

What skills should you put on a Help Desk Specialist resume?

Some popular Help Desk Specialist hard skills are Technical Support, Troubleshooting, Windows, Active Directory, Computer Hardware, Windows 7, Help Desk Support and Networking. Depending on the job you apply to, skills like Computer Repair, Service Desk, Software Installation, Linux and Remote Desktop can also be good to include on your resume.

Target your Resume to a Job Description

While the keywords above are a good indication of what skills you need on your resume, you should try to find additional keywords that are specific to the job. To do this, use the free Targeted Resume tool. It analyzes the job you are applying to and finds the most important keywords you need on your resume. It is personalized to your resume, and is the best way to ensure your resume will pass the automated resume filters. Start targeting your resume

Most resumes get auto-rejected because of small, simple errors. These errors are easy to miss but can be costly in your job search. If you want to make sure your resume is error-free, upload it to Score My Resume for a free resume review. You'll get a score so you know where your resume stands, as well as actionable feedback to improve it. Get a free resume review

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Find out what keywords recruiters search for. These keywords will help you beat resume screeners (i.e. the Applicant Tracking System).

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Top 12 Helpdesk Skills to Put on Your Resume

In today's fast-paced world, effective helpdesk support is crucial for customer satisfaction and operational efficiency. A standout resume highlighting top helpdesk skills can significantly boost your chances of landing your desired position in this competitive field, demonstrating your ability to tackle challenges and provide exceptional service.

Helpdesk Skills

• Active Directory
• Microsoft Office

Zendesk is a cloud-based customer service software that offers tools for ticketing, support, and customer communication, helping businesses manage customer inquiries and issues more effectively.

Why It's Important

Zendesk is important for a Helpdesk because it provides an intuitive, scalable platform that streamlines customer support interactions, enhances customer satisfaction, and improves response efficiency through automation and integration capabilities.

How to Improve Zendesk Skills

To enhance Zendesk for a helpdesk, focus on customization, automation, and integration.

Customization : Tailor your Zendesk interface and workflows to fit your team's specific needs. Use Zendesk themes and apps to enhance functionality and user experience.

Automation : Implement Zendesk triggers and automations to streamline repetitive tasks, ensuring quick and consistent responses to common queries.

Integration : Integrate Zendesk with other tools your team uses via the Zendesk Marketplace . This can include CRMs, project management tools, and internal communication platforms, ensuring a seamless workflow.

Self-Service : Enhance your Help Center with comprehensive FAQs and knowledge bases, allowing customers to find answers quickly without needing to contact support.

Training & Support : Regularly update training for your team on Zendesk's latest features and best practices. Utilize Zendesk Training for official courses and certifications.

By focusing on these areas, you can significantly improve the efficiency and effectiveness of your Zendesk helpdesk.

How to Display Zendesk Skills on Your Resume

2. ServiceNow

ServiceNow is a cloud-based platform that provides software solutions for IT service management (ITSM), allowing organizations to manage and automate IT services, including helpdesk operations, to streamline and improve the delivery of IT support services.

ServiceNow streamlines and automates helpdesk processes, enhancing efficiency, tracking, and resolution of issues, thereby improving overall service quality and user satisfaction.

How to Improve ServiceNow Skills

Improving ServiceNow for a Helpdesk involves enhancing efficiency, user experience, and automation. Here are concise strategies:

Customize Dashboards : Tailor dashboards for different roles to provide relevant information at a glance. ServiceNow Dashboards

Implement Self-Service Portals : Create user-friendly self-service portals that allow users to resolve common issues without contacting the helpdesk. Self-Service Portal

Utilize Knowledge Base : Develop and maintain a comprehensive knowledge base to help users find solutions quickly. Knowledge Management

Automate Routine Tasks : Use ServiceNow's Flow Designer to automate routine tasks and workflows, reducing manual work. Flow Designer

Integrate with Other Systems : Integrate ServiceNow with other systems (e.g., email, Active Directory) for seamless operations. Integrations

Regular Training and Feedback : Provide regular training for both users and helpdesk staff, and implement a feedback system to continuously improve the service. Training and Simulation

Monitor and Analyze Performance : Use ServiceNow's Performance Analytics to monitor service desk performance and identify areas for improvement. Performance Analytics

Adopting these strategies can significantly improve the efficiency and effectiveness of a ServiceNow Helpdesk.

How to Display ServiceNow Skills on Your Resume

3. Active Directory

Active Directory (AD) is a directory service developed by Microsoft for Windows domain networks. It is used for managing and storing information about network resources such as users, computers, and printers, enabling administrators to control access to these resources and apply security policies across a network. For a Helpdesk, AD is crucial for user account management, password resets, and granting or restricting access to networked resources.

Active Directory is crucial for a Helpdesk because it centralizes user management, enabling efficient access control, password resets, and account troubleshooting, thereby ensuring secure and streamlined IT support operations.

How to Improve Active Directory Skills

Improving Active Directory (AD) for a Helpdesk involves optimizing its setup and management to ensure efficient user access and security. Here are concise tips:

• Regular Audits and Cleanup : Periodically review and clean up outdated accounts, groups, and permissions. This reduces security risks and improves performance.
• Implement Group Policies : Use Group Policy Objects (GPOs) to manage configurations and settings for users and computers. It helps in enforcing security settings and operational policies efficiently.
• Use PowerShell for Automation : Automate repetitive tasks such as account creation, password resets, and group memberships using PowerShell scripts . It increases efficiency and reduces human error.
• Implement Role-Based Access Control (RBAC) : Define roles and assign permissions based on job functions. This RBAC approach ensures users have access only to what they need, enhancing security.
• Enable Multi-Factor Authentication (MFA) : MFA adds an extra layer of security. Activating MFA for AD accounts helps protect against unauthorized access.
• Educate Users : Provide training on security best practices, including recognizing phishing attempts and securing their credentials. Informed users are the first line of defense.

For comprehensive guidance, refer to Microsoft's Active Directory documentation .

How to Display Active Directory Skills on Your Resume

JIRA is a project management and issue tracking software developed by Atlassian, widely used for tracking bugs and managing Agile software development projects. In a Helpdesk context, JIRA can be used to track and resolve customer support tickets efficiently.

JIRA is important for a Helpdesk because it streamlines issue tracking and resolution processes, enabling efficient management of customer requests, prioritization of tasks, and collaboration among support teams to enhance service quality and response time.

How to Improve JIRA Skills

Improving JIRA for a Helpdesk involves enhancing efficiency, organization, and user experience. Here are concise strategies:

Automate Repetitive Tasks : Use JIRA's automation feature to handle repetitive tasks like ticket assignments and status updates, improving response times and accuracy. Automation in JIRA .

Customize Workflows : Tailor workflows to reflect your specific Helpdesk processes, ensuring issues are resolved through the appropriate steps efficiently. Customizing Workflows .

Implement SLAs : Set up Service Level Agreements (SLAs) in JIRA to ensure timely responses and resolutions, enhancing customer satisfaction. Setting up SLAs.

Use Dashboards and Reports for Insights : Create dashboards and reports to monitor Helpdesk performance and identify areas for improvement. Dashboards and Reporting .

Integrate with Email and Chat Tools : Link JIRA with your email and chat systems for seamless communication with requesters, keeping all information centralized. Integrations .

Optimize Issue Types and Fields : Streamline issue types and custom fields to make ticket submission straightforward for users and categorization easier for agents. Configuring Fields and Screens.

Educate Your Team : Provide ongoing training for your Helpdesk team on JIRA functionalities and best practices to ensure they utilize the system efficiently. Atlassian Training .

By focusing on these areas, your Helpdesk can leverage JIRA more effectively, improving both the team's and the customers' experiences.

How to Display JIRA Skills on Your Resume

5. Salesforce

Salesforce is a cloud-based software company that provides a Customer Relationship Management (CRM) platform, offering tools for businesses to manage customer interactions, support, and services, including helpdesk functionalities.

Salesforce is important for a Helpdesk because it centralizes customer information, streamlines case management, automates workflows, and provides analytics, enhancing customer support efficiency and satisfaction.

How to Improve Salesforce Skills

To improve Salesforce for a Helpdesk setup, focus on these areas:

Customization : Tailor Salesforce to fit your specific helpdesk needs. Utilize custom objects and fields to track information unique to your processes.

Automation : Implement Workflow Rules and Process Builder to automate routine tasks, ensuring quick and consistent responses to common issues.

Integration : Use Salesforce APIs to integrate with external systems, providing a seamless flow of information between your helpdesk and other tools like email, chat, and telephony systems.

Self-Service : Develop a Salesforce Community for customers to find answers themselves through knowledge articles and peer support, reducing the load on your helpdesk.

Analytics : Leverage Salesforce Reports and Dashboards to monitor helpdesk performance, identify trends, and make data-driven decisions to improve service.

Training and Adoption : Ensure your team is fully trained on Salesforce capabilities. Use Trailhead for personalized learning paths to boost user adoption and maximize the effectiveness of your helpdesk.

By focusing on these areas, you can significantly enhance the efficiency and effectiveness of your Salesforce-based Helpdesk.

How to Display Salesforce Skills on Your Resume

6. Microsoft Office

Microsoft Office is a suite of productivity applications, including Word, Excel, PowerPoint, and Outlook, designed for creating documents, spreadsheets, presentations, and managing email and calendars.

Microsoft Office is crucial for a Helpdesk because it provides essential tools like Word for documentation, Excel for data management, Outlook for email communication, and Teams for collaboration, enabling efficient resolution of user issues and support tasks.

How to Improve Microsoft Office Skills

Improving Microsoft Office for a Helpdesk environment involves enhancing efficiency, accessibility, and problem-solving capabilities. Here are concise strategies:

Utilize Office 365 Admin Center : Centralize management of services, user accounts, and support tickets. Learn More

Leverage Microsoft Support and Recovery Assistant (SaRA) : Automate fixes for common issues. Download SaRA

Implement Quick Access Toolbar Customization : Personalize toolbars for faster access to frequently used functions. Customization Guide

Use Office Scripts in Excel : Automate repetitive tasks to improve productivity. Office Scripts Overview

Educate with Microsoft Learn : Enhance skills with tailored learning paths and modules. Microsoft Learn for Office

Deploy Microsoft Power Automate : Streamline workflows across Office applications to reduce manual tasks. Get Started with Power Automate

Implementing these strategies can significantly improve the efficiency and effectiveness of a Helpdesk team in managing and supporting Microsoft Office environments.

How to Display Microsoft Office Skills on Your Resume

Slack is a communication platform designed for teams and workplaces, facilitating instant messaging, file sharing, and collaboration in channels organized by topic, project, or team, often used for helpdesk and customer support operations to streamline communication and response times.

Slack is important for a Helpdesk as it facilitates real-time communication, enables quick resolution of queries, and enhances team coordination, improving overall customer support efficiency.

How to Improve Slack Skills

To improve Slack for a Helpdesk setup, focus on integration, automation, and customization:

Integrate with Helpdesk Software : Use Slack's App Directory to integrate with popular helpdesk tools (e.g., Zendesk, Jira) for seamless ticket management within Slack.

Automate with Bots : Deploy bots like Workbot for automating common helpdesk tasks (e.g., ticket creation, updates) directly from Slack messages.

Customize Channels and Workflows : Create dedicated channels for different support tiers or topics and use Slack's Workflow Builder to automate routine communications and task assignments.

By leveraging these strategies, you can enhance efficiency and response times for a Helpdesk team operating within Slack.

How to Display Slack Skills on Your Resume

8. Freshdesk

Freshdesk is a cloud-based customer service software that provides helpdesk support with all smart automations to get things done faster. It enables businesses to manage customer queries and requests across multiple channels in a single platform.

Freshdesk is important for a helpdesk because it streamlines customer support processes, enabling efficient ticketing, multi-channel support, automation of repetitive tasks, and comprehensive analytics, thereby enhancing customer satisfaction and operational efficiency.

How to Improve Freshdesk Skills

Improving your Freshdesk Helpdesk can be achieved through several strategic enhancements aimed at increasing efficiency, improving customer satisfaction, and streamlining operations. Here’s a concise guide:

Automate Repetitive Tasks : Utilize Freshdesk Automation to handle repetitive tasks like ticket assignment and prioritization, saving time for more complex issues.

Self-Service Options : Enhance your Knowledge Base and FAQs to empower customers to find answers quickly without needing to create a ticket.

Integrate with Other Tools : Use Marketplace Integrations to connect Freshdesk with other tools your team uses, like CRM systems or project management tools, for a seamless workflow.

Optimize Ticket Management : Implement Canned Responses for common queries and use ticket tags for better organization and quicker retrieval.

Multi-Channel Support : Ensure you're utilizing Freshdesk’s ability to manage tickets from various channels like email, chat, social media, and more, all in one place for a unified customer view.

Analyze and Act on Feedback : Regularly review Customer Satisfaction Surveys and ticket analytics to identify areas for improvement and adjust your strategies accordingly.

Train Your Team : Continuously train your support team on Freshdesk features and best practices. Encourage certification through Freshdesk Academy for enhanced proficiency.

By focusing on these areas, you can significantly improve your Freshdesk Helpdesk’s performance and customer satisfaction levels.

How to Display Freshdesk Skills on Your Resume

9. PowerShell

PowerShell is a command-line shell and scripting language designed for task automation and configuration management, enabling Helpdesk professionals to streamline administrative tasks and manage systems efficiently.

PowerShell is important for a Helpdesk because it enables efficient automation of system administration tasks, quick resolution of user issues, and effective management of multiple computers from a single interface, enhancing productivity and service quality.

How to Improve PowerShell Skills

Improving PowerShell for a Helpdesk involves enhancing efficiency, managing scripts, and improving the security of script execution. Here are concise ways to achieve this:

Learn and Master Fundamentals : Start with the basics of PowerShell. Microsoft’s PowerShell documentation provides a comprehensive guide.

Utilize PowerShell ISE : PowerShell Integrated Scripting Environment (ISE) is a powerful tool for writing and debugging scripts. It's built into Windows and offers syntax highlighting, tab completion, and more to streamline script development.

Implement Module Management : Use PowerShellGet to discover, install, and maintain PowerShell modules. This simplifies adding capabilities to your scripts. More details are available on PowerShellGet .

Secure Script Execution : Leverage Execution Policies to control the execution of PowerShell scripts securely. Execution policies help protect against the execution of potentially harmful scripts. Learn about execution policies on the official Execution Policies page.

Automate Recurring Tasks : Identify common Helpdesk tasks that can be automated (e.g., user account creation, password resets). Automating these can significantly reduce manual workloads. Microsoft offers insights on automating with PowerShell .

Error Handling : Implement try-catch blocks to manage errors gracefully in your scripts. This ensures that your scripts can handle unexpected issues without crashing. The about_Try_Catch_Finally topic covers this.

Use Version Control : Utilize a version control system like Git to manage your PowerShell scripts. This allows you to track changes, revert to previous versions, and collaborate with others. GitHub provides a Hello World guide for getting started.

Stay Updated : PowerShell is regularly updated. Stay informed on the latest features and improvements by following the PowerShell Team Blog .

Join the Community : Engage with the PowerShell community through forums, social media, and user groups. The PowerShell subreddit is a great place to ask questions and share knowledge.

Practice : The key to mastering PowerShell is practice. Set aside time to write and test scripts, exploring new cmdlets and modules as you go.

By following these steps and utilizing these resources, you can significantly improve the effectiveness and efficiency of PowerShell usage within a Helpdesk environment.

How to Display PowerShell Skills on Your Resume

Linux is a free, open-source operating system used on servers, desktops, and other devices, known for its stability and security. It's widely used in enterprise environments for hosting websites, running applications, and managing data.

Linux is important for Helpdesk because it offers a stable, secure, and cost-effective operating system option for managing servers and applications, ensuring efficient resolution of technical issues and support tasks.

How to Improve Linux Skills

Improving Linux, especially for a Helpdesk environment, involves a focus on system stability, security, user accessibility, and efficiency. Below are concise strategies to enhance your Linux setup:

Regular Updates: Ensure your system and applications are up-to-date. Use your distribution's package manager (e.g., apt for Ubuntu/Debian or yum for CentOS) for easy updates. Ubuntu Updates

Security Hardening: Implement security best practices, such as setting up firewalls (e.g., using ufw or firewalld ), enforcing strong password policies, and regular security audits with tools like Lynis. Lynis Security Auditing

Backup and Recovery: Set up automated backups using tools such as rsync or Bacula and test your recovery process regularly. Rsync , Bacula

Use Monitoring Tools: Implement monitoring solutions like Nagios or Zabbix to proactively manage system health and performance. Nagios , Zabbix

Optimize and Automate: Use shell scripting or tools like Ansible for automation to streamline and standardize system configurations and deployments. Ansible Best Practices

Documentation: Maintain clear, up-to-date documentation of your systems, configurations, and troubleshooting procedures. Consider using a wiki or documentation tool like DokuWiki. DokuWiki

Training and Knowledge Sharing: Foster a culture of continuous learning and knowledge sharing among the helpdesk team. Utilize platforms like Linux Academy or edX for structured learning. Linux Academy , edX Linux Courses

By focusing on these areas, you can enhance the reliability, security, and efficiency of Linux systems within a Helpdesk environment, ultimately leading to improved support and user satisfaction.

How to Display Linux Skills on Your Resume

Cisco is a global technology leader that designs, manufactures, and sells networking equipment, software, and telecommunications products used to facilitate communication and connectivity across various types of networks. For a Helpdesk, Cisco provides solutions and support for network infrastructure, cybersecurity, and collaboration tools to ensure smooth and secure communication and operations.

Cisco is crucial for a Helpdesk because it provides reliable and scalable networking infrastructure and solutions, enabling efficient communication, problem-solving, and support delivery within and outside an organization.

How to Improve Cisco Skills

Improving Cisco for a Helpdesk involves enhancing network reliability, streamlining communication, and ensuring robust security. Focus on the following key areas:

• Training and Certification: Encourage your team to pursue Cisco certifications for improved expertise in network solutions.
• Cisco Software Tools: Utilize Cisco's software tools for network management and troubleshooting to enhance efficiency.
• Security Enhancement: Implement Cisco's security solutions to protect data and resources.
• Automation: Leverage Cisco DNA Center for network automation, simplifying operations and reducing human errors.
• Knowledge Base and Support: Utilize the Cisco Support Community and Cisco Documentation for quick access to troubleshooting tips and configuration guides.
• Feedback and Continuous Improvement: Actively seek feedback from end-users and continuously refine processes and tools based on insights.

By focusing on these areas, you can significantly improve the efficiency and reliability of Cisco within a Helpdesk environment.

How to Display Cisco Skills on Your Resume

VMware is a software company that provides cloud computing and virtualization technology, enabling users to create and manage virtual machines on a single physical computer, thereby improving efficiency, scalability, and resource management. For a Helpdesk, it facilitates managing, deploying, and troubleshooting virtual environments and applications for users.

VMware is important for a Helpdesk because it enables the efficient management and operation of virtual machines, allowing for rapid deployment, troubleshooting, and recovery of applications and services, thus ensuring minimal downtime and enhanced support for end-users.

How to Improve VMware Skills

To improve VMware performance and efficiency for a Helpdesk environment, follow these concise strategies:

Optimize Virtual Machine (VM) Configuration : Ensure your VMs are configured with the necessary resources without overallocation. VMware's Performance Best Practices guide offers detailed advice.

Update VMware Tools : Keeping VMware Tools up to date within your VMs ensures better performance and functionality. Instructions are provided in the VMware Documentation.

Monitor Performance and Resources : Use VMware's built-in monitoring tools like vCenter Server to track VM performance and adjust resources as needed. The vSphere Monitoring and Performance Guide is a comprehensive resource.

Enable Advanced Features : Features such as Storage I/O Control (SIOC) and Network I/O Control (NIOC) help prioritize traffic and improve performance. Learn how to implement these in the vSphere Resource Management Guide.

Educate the Helpdesk Team : Ensure your team is familiar with VMware best practices and troubleshooting techniques. VMware’s Learning Platform offers courses and resources.

By focusing on these areas, you can significantly enhance the performance and efficiency of VMware in a Helpdesk environment.

How to Display VMware Skills on Your Resume

Related Career Skills

• Helpdesk Manager

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IT Help Desk resume examples & templates

The obvious approach to writing an IT help desk resume might emphasize your IT expertise. But it would be a mistake to downplay the help role that places you on both sides of the customer service equation. A winning resume demonstrates awareness of business needs and the ability to meet them — in this case, your track record of achieving satisfaction for consumers and employers alike.

Resume builders can be a great help in creating such a resume. The job search resources at Resume.io, for example, include more than 350 occupation-specific writing guides with corresponding resume examples. 

This step-by-step guide is backed by sample wording from an IT help desk resume you can adapt as you like. Here’s what we’ll discuss:

• What IT help desk professionals do and the job outlook
• Powering on — the right structure and the best format for your IT help desk resume
• Connecting with prospective employers in each resume section — header, profile, work history, education, and skills
• Layout and design tips for a dynamic visual impact

What does an IT help desk professional do?

Ever since computers became commonplace items barely three decades ago, consumers have gotten by knowing just enough as they need to about the hardware connections and software applications that keep our lives humming along at home and in the office. It all works like magic until suddenly it doesn’t.

Failing every DIY remedy that comes to mind — including “unplug and wait 10 seconds before plugging back in” — it’s reassuring to know IT help desk teams are standing by with the right diagnoses and fixes. The technical support expert who answers our phone call, online chat, or email, or greets us in person, is on the front lines of troubleshooting, helping to get our digital devices up and running again. 

The range of problems handled by IT help desk staff vary by employer and industry. Some work for large software companies or tech support providers, advising clients that use business-specific programs. Others work in call centers, providing step-by-step practical assistance, or in retail settings where computer products are sold.

According to Glassdoor.com , the average salary for IT help desk technicians in the U.S. is $42,169 per year. This is comparable to the $43,454 annual income reported by Payscale.com . 

The U.S. Bureau of Labor Statistics (BLS) indicates the median annual wage for computer user support specialists was $49,770 in May 2021. The BLS projects 9% job growth for these professionals between 2020 and 2030, consistent with the occupational average. 

How to write an IT help desk resume

With efficiency being an attribute of IT help desk specialists, you might appreciate how efficient and orderly resumes are by design. Each of these essential components serves a vital purpose:

• Employment history section
• Education section
• Skills section

Economy of words is crucial so that your resume fits on one page. Strive for concise wording that’s precisely on-point. And make sure you incorporate the right keywords to prevent rejection by the applicant tracking systems (ATS) that many hiring organizations use to screen online document submissions.

The strongest keyword clues come from scrutinizing the advertised job requirements. This is also critical for customizing each version of your resume to the specific IT help desk hiring situation.

Find even more writing advice in Resume.io’s growing IT category: including IT manager resume example, IT director resume example, IT project manager resume example, information technology resume example , and IT specialist resume sample.

Choosing the best resume format for IT help desk professionals

Anyone with a straightforward job history in mostly employee positions is advised to use the chronological resume format. It’s the most common way to structure a resume by listing work experience highlights under employer headings, dated in reverse chronological order. Recruiters also prefer this easy-to-follow overview format.

A functional resume format enables you to emphasize specialized or transferable skills. A hybrid (combination) format allows even more flexibility.

Resume header

Your resume header should not be an afterthought. Don’t underestimate what an eye-pleasing design achieves off the top by visually putting your job application in a class of its own. For double the impact, use the same header on your cover letter.

As a personal branding label, the header leaves no doubt to whom your resume belongs. Its placement on the page, offset by white space, makes everything look more inviting to read. And by prominently displaying your contact information, the header makes it quick and easy for recruiters to get in touch with you.

Resume summary example

What does the hiring organization need most from the person filling this IT help desk position? An effective resume summary conveys immediately that you are the best person to meet those needs. By highlighting your most persuasive qualifications and personal qualities in that context, you create an immediate, direct connection with recruiters. That you’ve done your homework about the job and the employer will be obvious when you come across as a problem-solver, who offers valuable expertise.

Your resume summary — sometimes called the profile or personal statement — has a lot to say in a compressed space. It calls for concise and precise wording without selling yourself short. Use descriptive and dynamic action verbs , alongside ATS-beating keywords.

Below is an IT help desk resume sample summary you can customize.

Highly dynamic IT Help Desk Specialist experienced in providing top-notch support through many different channels of communication. Adept in troubleshooting complex issues and working to discover and implement real solutions.

Employment history sample

Organize your work experience highlights in a way that shows growth and achievement. Be specific and selective in showcasing directly relevant examples for each position held. Again, this overview of what you’ve accomplished and contributed should be custom-tailored to the hiring organization’s needs, suggesting how you could be part of its future success story. 

Prospective employers are not interested in what you were responsible for, but what you actually did — especially the beneficial outcomes. Use facts and figures to quantify results that your efforts made possible — savings, efficiencies, and productivity gains, if not the number and diversity of customers served or tasks completed.

Below is an IT help desk employment history resume sample you can modify.

IT Help Desk Associate at Beeway Communications, New York  July 2018 - July 2022 

• Managed a successful on-boarding experience for new customers by working to determine how to best utilize Beeway's features and functionality to best serve their business.
• Diagnosed, troubleshot, and worked to resolve service issues.
• Answered incoming customer support calls and created detailed tickets to track and resolve issues.
• Worked with the rest of the IT department on upgrades and software roll-outs.
• Provided exceptional computer and technology support to organizations.
• Installed and configured software and hardware for end users.

IT Help Desk Technician at Nextone, New York  October 2015 - June 2018 

• Performed remote troubleshooting using diagnostic techniques and relevant questions.
• Worked with customers to determine and implement the best solutions for their issues.
• Provided accurate information on IT products and services.
• Identified and suggested helpful improvements in procedures.
• Performed follow-up calls and visits and updated customer statuses and information.
• Installed and configured laptops, PC's/desktops, printers, and peripherals.

IT help desk resume education example

The education section is where you list computer-related degrees or other post-secondary technical programs you’ve completed, in reverse chronological order, from highest to lowest level. Only list your high school in the absence of education higher than a bachelor’s degree.  

Be sure to include relevant IT certifications , on-the-job training, and any other skills development programs. Also mention professional association memberships that offer opportunities for continuous learning and peer networking.

Below is the education section from an IT help desk resume you can modify.

Bachelor of Science in Computer Science, Manhattan College, New York  September 2010 - May 2014 

• Graduated summa cum laude.

CV skills example

The technical abilities listed on your IT help desk CV should match the employer’s job posting. Double-check to make sure you’ve covered all those must-have hard skills , especially keywords. Besides being an ATS-proofing safeguard, it shows you are aware of employer priorities.  That was the easy part. Now consider which soft skills are essential for IT help desk professionals to succeed in a customer service capacity, working independently or collaboratively.

Support.cc , a help desk software provider, outlines 10 soft skills that IT help desk professionals should have.

• Customers-come-first attitude
• Business awareness
• Adapt at time management
• Attention to detail
• Collaboration with others
• Willingness to learn
• Works well under stress
• Analytical mind

Check out an IT help desk CV sample for the skills section below.

• IT Troubleshooting
• Leadership and Teamwork
• Technical Help Desk Procedures
• Critical Thinking and Problem Solving
• Advanced Knowledge of Computer Operations
• Listening and Responding Skills

Resume layout and design

“Simple and spotless” provides the best assurance of an IT help desk resume that actually gets read. And that need not be synonymous with bland and boring. Just keep the layout, design, and formatting elements streamlined and uncluttered for a polished-looking page. Set the bar high for reading ease and eye appeal, from font choices and margin widths to the sparing use of graphic elements that never distract. And it should go without saying that a tech specialist’s resume is character-perfect and bug-free in every sense, with the final version saved as a PDF so it looks the same on every digital screen. 

Spare yourself the hassle and uncertainty of DIY layout and design by using one of Resume.io’s field-tested resume templates. Just download a style you like after browsing our four design categories Then it’s a snap to customize with your own replacement text using our builder tool. 

Key takeaways for an IT help desk resume

• As long as computer users are stymied on occasion by problems needing a pro’s attention, IT help desk employment growth will continue.
• Every IT help desk resume should be tailored to the specific job and employer’s needs, reflecting customer service skills and business awareness, as well as technical expertise.
• The recruiter’s posted job requirements are the best source for customizing your resume and including the right keywords to avoid ATS rejection.
• A simple but eye-pleasing layout and clean design elements are the keys to a reader-friendly resume page.

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Help Desk Resume: Template for Download & Practical Examples

As a Help Desk Support Specialist, troubleshooting other people’s problems is your bread and butter. But have you figured out how to identify problems in your own resume? Let us give you technical support for once and provide you with some corrective steps for your career!

Help Desk Resume Example MSWord® Download our free Help Desk Support Specialist Resume template in Word and troubleshoot your own career!

Do you like helping others who are struggling with tech woes? Help desk support specialists are your digital superheroes, swooping in to save the day with unmatched IT skills and a proactive approach.

Whether it’s offering remote assistance or orchestrating seamless network operations , these experts are the lifeline in the chaotic digital realm.

Thinking about joining the ranks of these IT knights? Learn with us how to write a resume for IT help that’s as strong as your problem-solving skills. 

Dive in to build a resume that lands you that dream job !

Help Desk Resume Sample

Talented computer support specialists are always in demand. 

It is expected that the need for skilled staff in this field will keep rising in the years to come. In fact, about 49,200 job openings are projected for support specialists each year.

Even so, future candidates need to be aware that this is not your regular 9-to-5 job. Due to the nature of the industry, there is a need for 24-hour availability —nights, weekends, and holidays included. 

If you are looking for remote work , this might be the role for you, as often you will need to connect remotely to fix and troubleshoot user’s problems.

Before we get into the nitty-gritty of how to write a professional help desk resume , we’ve put together an example for you to look over.

[Maria Johnson]

[Help Desk Analyst]

[Chicago, IL 600007 | 111-333-1111 | [email protected]]

>> Summary <<

Dedicated and experienced Help Desk Analyst with over 9 years in the IT field, exceptional problem-solving abilities and technical acumen in various environments. Successfully handled and resolved 20% of help desk cases at the current role, illustrating a strong track record in improving system functionalities and fostering client relationships. Adept at working in high-pressure situations and maintaining a high level of professionalism and efficiency.

• Database Management (MongoDB, MySQL)
• Frontend Development
• JavaScript, JQuery, Node.js
• Hardware Troubleshooting
• Network Configuration
• Operating System Administration (Windows, Linux)
• IT Security Best Practices
• Problem-solving and Analysis
• Knowledge of IBM RS/6000 Systems
• Application and Desktop Support

Help Desk Analyst

Example Co., Chicago IL. 

May 2019 – present

• Expertly fix hardware issues including desktop PCs, printers, IBM RS/6000s, and networks – performed 100+ successful hardware and software repairs per week.
• Manage the 24/7 support for application and desktop software, ensuring a remarkable 98.8% uptime rate.
• Maintained 99% satisfaction rating in monthly end-user scoring through applied interpersonal skills and providing fast solutions in a team of 6.

Help desk Analyst

Hudson, Chicago, IL

February 2016 – April 2019

• Coordinated with onsite technicians and clients to complete replacement of access and switch points at remote sites
• Diagnosed and resolved 20+ computer and printer problems per week in a busy corporate office
• Established positive relationships with 10 new clients
• Completed documentation for projects and training

Certification

CompTIA A+ – issued by Google IT Support, 202

Bachelor of Communication

University of Seattle, Seattle

What’s the Best Help Desk Resume Format?

Help desk specialists stand as the crucial bridge between users and IT teams , dedicating themselves to resolving problems and maintaining optimal system performance daily. 

When crafting your resume, your presentation should encapsulate not just your proficiency but also your unique approach to problem-solving .

The reverse-chronological resume format is the premier choice for Help Desk Specialists. It allows recruiters to follow your career trajectory clearly , showcasing your growth and problem-solving strategies over time. 

This layout narrates your story of adapting and overcoming challenges in different roles , making a strong case for your expertise and abilities.

Regardless of the resume format you choose, ensure to include accurate contact details and utilize a professional, distinct font. Keep your content concise and focused on relevant work experiences and skills, adhering to the principle that less is more. 

Remember, recruiters appreciate succinct resumes that encapsulate vital information without forgoing substance.

If you are having trouble deciding what your resume should include, you can always check out our free help desk resume templates that are bound to help you build your help desk resume.

How to Write a Help Desk Resume Summary or Resume Objective

When starting to work on updating your resume , the first thing to think about is your introductory objective or summary . 

When choosing between a professional summary or a resume objective , you need to consider your experience and background. 

• A resume objective is the best way to give an overview of the skills you possess from your education and your experiences. Moreover, it should include your career goals and aspirations. 
• A resume summary is a more suitable option to outline your skills and work experience. 

Whichever format you decide on, both types of introduction need to be short and precise.

The length of this content should not exceed more than three or four sentences. They should be enough to paint a good picture of you as a qualified potential candidate.

You might consider using a generative AI chatbot like ChatGPT to help you write your resume introduction . You can give the bot a word limit if you are struggling to fit in all the information you want to include. Just make sure you edit the introduction afterward to sound like you.

Help Desk Resume Summary Example

These opening few lines may open endless job opportunities for you, therefore use them wisely. 

How can you catch the recruiter’s attention? 

Study the requirements listed in the help desk job description and try to reflect them by using industry keywords in your introduction

Communicate your value and make the recruiter aware of how hiring you would benefit the company. Use strong, active language to sell your strengths and achievements.

A professional summary should include your current role and how many years of experience you have, along with a metric or two that demonstrates one or more important accomplishments. 

Here is an example of a weak resume summary for Help Desk application.

Enthusiastic help desk analyst looking to gain experience and use personal skills to serve the company’s best interests.

This example is poor because it is overly vague and does not convey any specific skills , experiences, or achievements that would make the candidate stand out as a Help Desk Specialist. 

It relies on generic terms like “enthusiastic” and “personal skills,” which don’t give a clear picture of the candidate’s qualifications. 

Additionally, it mentions the desire to “gain experience,” which could potentially signal to employers that the candidate is not yet qualified for the role.

A good Help Desk resume summary should be written more like this:

Knowledgeable and expert IT professional, with over 7 years of customer support experience, seeking an opportunity to deliver training as a Help Desk Support Specialist. Skilled in providing customer and end-user help desk support by identifying and resolving IT issues in both Microsoft and Apple operating systems. 98% of incident tickets were completed to client satisfaction and within company’s specified time limit.

Highlighting over 7 years of experience in the field , the summary efficiently outlines the candidate’s strong skill set, including familiarity with a variety of operating systems and software packages. 

Moreover, it showcases their customer support background and ability to troubleshoot IT issues, effectively presenting a candidate eager and equipped to contribute as a Help Desk support specialist. 

That final sentence also includes a metric which confidently displays their achievements in client satisfaction and time-management.

How to Write an Entry-Level Help Desk Resume Objective

Preparing a captivating Help Desk Analyst resume objective may be challenging for some, but we have just the advice you need. First off, remember that the objective should illustrate what you can contribute to the company. 

This is the information that should be included: 

• Your motivation for applying
• Name the software you are proficient in
• Provide information on your education and certifications
• Underline what actions you can contribute to the company, perhaps gained from an internship experience, your schooling, or personal programming projects .

Get the recruiter to notice you by using industry terminology and keywords.

Look at the job description and make sure your statement fulfills it.

Entry-Level Help Desk Objective Example

Below is an example of a help desk analyst resume objective to give you an idea of the direction in which you should be heading with yours:

Highly motivated IT graduate seeking a position in a challenging helpdesk environment. Strong communication skills and solid knowledge of Microsoft operating systems and software packages. Looking for an opportunity to put my technical problem-solving skills to use at XYZ company.

The resume objective concisely outlines the candidate’s strengths including skills , as well as their foundation in operating systems and software packages. 

It also conveys ambition and a readiness to grow professionally , emphasizing a desire to use their technical problem-solving skills in a challenging environment. 

This paints the candidate as motivated and eager to leverage their foundational knowledge in a substantive role

How to Describe Your Help Desk Experience

Help desk candidates must remember that content is king when it comes to compiling a resume, regardless of the quantity. 

IT support services encompass a selection of skills that are used in different support jobs in the industry, such as analytical skills , effective communication, the ability to learn quickly, etc. Reflect on skills you possess that you should present in the experience section of your resume. 

To offer you some help, read the useful tips below to understand what an experience section should include:

• Link the qualifications given in the help desk analyst job description to your experience in a skillful way.
• Use a reverse-chronological resume format to list your work experience from the most current position backward.
• When presenting your accomplishments, always use bullet points . Paragraphs appear too heavy for this type of information. Give a clear overview of your experience in no more than five bullet points.
• When writing the experience section, provide information about the previous employment. Name the company that employed you, the position you held there, and the employment duration.
• Simply listing your experience won’t do! Use action verbs to describe your tasks and achievements, and keywords to add texture to your descriptions. 

Help Desk Resume Examples: Experience

Being a help desk support specialist requires providing technical assistance to users.  

Remember to align your experience with the qualifications required by the company.

When preparing a Help Desk Support Specialist resume, you might want to include core competencies like the ability to deploy, configure, and support operating systems on mobile and desktop , a quick-thinking and resourceful nature, and an understanding of information security in user devices and systems.

Here is what your experience section should look like:

Help Desk Technician

Illinois Office of Inspector General, Chicago, IL

2021 – present

• Managed over 10,000 help desk tickets via JIRA, maintaining a detailed equipment inventory using ServiceNow.
• Reduced system downtime by 30% through expert troubleshooting utilizing Windows Troubleshooter and Remote Desktop.
• Elevated customer satisfaction by 25% by offering responsive help desk support and fostering positive customer relationships.
• Consistently exceeded customer satisfaction targets through proactive and adept problem-solving.

Entry-Level Help Desk Resume: Experience Section

Entering the job market as a beginner is not easy. Candidates lack the confidence they need to go up against experience in a rather competitive job market industry. 

The good news is there are cases when companies have chosen to hire entry-level candidates for their fresh views on the industry and the ability to train them from scratch.

When brainstorming your experience section, think back to all the situations when your help was needed with tech support. 

Perhaps you volunteered to maintain the computer network for a local organization ? Or did you complete an internship in the IT sector?

These early experiences can shape us for our future careers and you should link them to the job you are applying for. Let us look at an example of how to do this.

IT Intern XYZ 

School District, Jackson, USA 2021 – 2022

• Supported daily IT operations for a 30-person team, ensuring smooth hardware and software functioning through basic troubleshooting.
• Managed user accounts in Microsoft Active Directory, facilitating new user setups and appropriate access controls.
• Aided in IT equipment inventory and budget management, contributing to efficient procurement processes.
• Created a user-friendly guide to common IT issues, reducing IT department workload by empowering users to solve basic problems.

Is Your Education Section Troubleshooted? It Might Be

Working in IT support demands up-to-date knowledge due to rapid technological advancements. Educational expectations vary based on the role and company. 

For instance, larger software companies often require a bachelor’s degree , while technical roles might need specialized degrees in engineering or IT. 

Beyond formal education, recruiters value relevant certifications, which validate expertise in specific products or systems. Before applying, research a company’s tech stack and seek related certifications. 

Staying informed in the IT landscape , not just relying on experience, can make the difference in landing your desired position.

Help Desk Resume Education Section Example

Now that you know education requirements vary between positions and companies, do a little research on the company you are applying to. 

Review the job description and try to match your qualifications to the ones listed. Include any relevant projects or coursework that can strengthen your application.

To help you understand what the education section should look like , take a look at the below example:

BSc. Degree in Computer Information Systems 

NYC College, New York, NY

• Member of Math Society. 
• Final year project: led the update of computer systems at a local community centre as well as training users.

You can also include any extracurricular activities that might be relevant to the job , such as any technology competitions you might have entered or won at your college or school.

If you have developed any AI skills at college that you can include on your resume, now is the time to show them off. There is a skills gap in the IT sector, so AI skills are in demand!

The Best Help Desk Skills for a Resume

Help desk support employees trace and detect unexpected problems and then create apt solutions for them. Due to the nature of the job—help desk—patience is a necessary virtue. 

Working with a large number of teams requires them to be calm and able to communicate with all types of clients . Some of the most important qualities these employees should have include:

• Listening skills —This skill is high on the list. If support teams don’t understand the customer’s problem, then they won’t be able to fix it. Careful listening encourages asking the right questions to clarify a certain situation. Make sure you demonstrate your active listening skills in your resume.
• Customer-service skills —Getting calls from users frustrated with the hardware or software is not easy, which is why a help desk specialist needs to be patient and sympathetic with all clients. 
• Speaking skills —Not everyone understands technical language and support teams need to explain the solution in the simplest terms possible, so the users understand it. 
• Problem-solving skills —You must know how to locate the problem, analyze it, and offer a solution.

For roles within IT, it can be beneficial to list the software you are proficient in and technical skills you have at the top of your resume , just after the opening summary or objective. Recruiters will need to know this information first.

Find all the key hard and soft skills future help desk employees are looking for below.

Soft Skills

• Problem-solving
• Collaboration skills
• Multi-tasking
• Meticulousness
• Organizational skills
• Active listening
• Critical thinking

Hard Skills

• Technical Support
• Computer Literacy
• Google Suite
• Microsoft App Knowledge
• Email Support
• Database Management (Apache Hive, Elasticsearch, MongoDB, Oracle PL/SQL)
• User Interface and Query Software Proficiency (Amazon Redshift, Blackboard, ServiceNow, Transact-SQL)
• Experience with Development Environment Software (Apache Kafka, Apache Maven, Microsoft .NET Framework, Microsoft PowerShell)
• Operating System Expertise (Apple iOS, Bash, Microsoft Windows Server, UNIX Shell)
• Web Platform Development (Django, Google Angular, Microsoft ASP.NET, Spring Framework)

Select the best help desk resume skills that reflect those given in the job description. These skills have to reflect your proficiency in the job at hand. Don’t try to oversell your skills—recruiters have a nose for lies that appear on resumes . 

How to Add Other Sections for an Effective Resume

Extra sections can give recruiters an idea of who the candidate is outside their academic and professional profile. 

Again, when thinking about what to put in this section, always connect the information to the job you are applying for .

Give an overview of projects you have completed and industry organizations you belong to. If you haven’t listed your certifications in the the education section, you can create a subheading to list them here.

Help Desk Resume Samples: “Other” Sections

Below is an example of how you might include extra sections. Remember that any certifications or volunteer work should also be listed in reverse chronological order.

Continued learning

• Completed various engineering and IT courses, focusing on network management and data security, XYZ University, 2019-2021
• ITIL Foundation Certification, awarded by AXELOS Global Best Practice, 2020
• Microsoft Certified: Windows Server Fundamentals, Microsoft, 2021

>> Languages <<

Fluent in English, Italian, and German, offering a strong advantage in multilingual IT support environments

>> Personal Interests and Endeavors <<

Regular participant in community tennis and basketball leagues, demonstrating teamwork and leadership capabilities

Checklist to Keep in Mind

If you have followed all the instructions we have provided in the guide above, you should have no trouble creating an impressive Help Desk resume.

Go through our key takeaways to make sure that you have covered all the aspects for updating your resume :

• Use a professional font and strong keywords to attract the recruiter’s attention when presenting yourself.
• Choose the reverse-chronology resume format as the best form of presenting your professional experience.
• Write a strong resume objective or summary to introduce yourself
• Use the experience section to emphasize your accomplishments and the impact that you made in any of your previous positions.
• Include the skills that highlight your strengths, talents, and software proficiency
• Use Extra Sections to present projects, continued learning, and other information relevant to the application.
• List all your degrees, licenses, and certificates that will make you stand out in the crowd 

Don’t forget to check out our other resume examples and a variety of modern and professional templates to help you make your own!

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• IT Helpdesk Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on IT Helpdesk Resumes:

• Respond to and resolve IT support tickets submitted by end-users
• Install, configure, and troubleshoot hardware and software for end-users
• Provide technical support for desktops, laptops, printers, and mobile devices
• Manage user accounts and permissions in Active Directory
• Monitor and maintain network infrastructure, including switches, routers, and firewalls
• Perform regular backups and disaster recovery procedures
• Conduct security audits and implement security measures to protect against cyber threats
• Collaborate with other IT teams to resolve complex technical issues
• Train end-users on new software and hardware systems
• Document IT processes and procedures for future reference and training purposes

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IT Helpdesk Resume Example:

• Implemented security protocols, monitored and maintained company systems, and resolved user issues before escalations with an average response time of 6 minutes
• Evaluated and introduced new IT solutions, including hardware and software, to increase employee productivity by 30%
• Developed and trained end-users on company-specific applications and software that decreased help desk tickets over 45%
• Reduced total system downtime by 40% through successful diagnostic and preventive maintenance on systems, networks, and applications
• Researched and successfully integrated a cloud-based system to streamline operations and improve customer service
• Flawlessly maintained and updated inventory of IT resources, troubleshooting any issues and providing solutions in a swift and effective manner
• Constructed and launched video tutorials and user guides to help end-users on how to use the system with improved accuracy and efficiency
• Assisted in the installation and configuration of various software and hardware, ensuring minimal error and zero downtime
• Consistently exceeded expectations for end-user onboarding, providing them with technical support and training and leading to a 95% customer satisfaction rating
• Network troubleshooting and diagnostics
• System/Server administration
• Data/System security protocols
• End-user support & training
• Remote IT Infrastructure management
• System integration and configuration
• Cloud computing and storage
• Installation of hardware and software
• Antivirus, anti-malware and malware removal
• Network monitoring and performance optimization
• User account administration & management
• Network and system scripting
• Documentation and user guides creation
• Scripting & Automation technologies
• Incident handling & resolution
• Helpdesk ticketing software
• IT asset inventory management
• Video conferencing & remote access tools
• VoIPand telecommunication techniques
• Change & Problem Management principles
• Information Technology
• Computer Science

Top Skills & Keywords for IT Helpdesk Resumes:

Hard skills.

• Troubleshooting and Problem Solving
• Technical Support and Customer Service
• Network Administration and Maintenance
• Operating System Installation and Configuration
• Hardware and Software Installation and Configuration
• Remote Desktop Support
• Active Directory Management
• Firewall and Security Management
• Backup and Disaster Recovery
• Cloud Computing and Virtualization
• Mobile Device Management
• ITIL Framework and Service Management

Soft Skills

• Communication and Interpersonal Skills
• Problem Solving and Troubleshooting
• Time Management and Prioritization
• Attention to Detail and Accuracy
• Patience and Empathy
• Adaptability and Flexibility
• Customer Service and Support
• Technical Aptitude and Knowledge
• Teamwork and Collaboration
• Active Listening and Feedback Incorporation
• Analytical and Critical Thinking
• Stress Management and Resilience

Resume Action Verbs for IT Helpdesks:

• Troubleshooted
• Communicated
• Collaborated
• Implemented
• Prioritized
• Investigated
• Coordinated
• Facilitated

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Resume FAQs for IT Helpdesks:

How long should i make my it helpdesk resume, what is the best way to format a it helpdesk resume, which keywords are important to highlight in a it helpdesk resume, how should i write my resume if i have no experience as a it helpdesk, compare your it helpdesk resume to a job description:.

• Identify opportunities to further tailor your resume to the IT Helpdesk job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

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Related Resumes for IT Helpdesks:

It support analyst, it support specialist, it support manager, it service manager, it systems analyst, it security analyst, it system administrator, it architect.

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Help Desk Specialist skills for your resume and career

A help desk specialist relies on a range of hard skills to excel in their role. These include providing customer service, troubleshooting technical issues, offering technical support, and performing desk support. They must also be adept at handling phone calls and maintaining a client-facing demeanor. Proficiency in remote desktop settings and help-desk support is also crucial. As Ming Chow , Associate Teaching Professor at Tufts University, points out, "The need to hit the ground running as many employees and companies don't have the time, energy, and training infrastructure" highlights the importance of having these skills honed.

On the other hand, soft skills are equally vital for a help desk specialist. These include strong communication skills, the ability to adapt to change, and attention to basic details like calendar management and follow-up. As Chow further emphasizes, "The soft skills, including communications, how to deal with change and the basics are becoming more critical-things like using a calendar, following-up, etc." These skills allow help desk specialists to effectively interact with clients, troubleshoot issues, and maintain a seamless experience.

15 help desk specialist skills for your resume and career

1. customer service.

Customer service is the act of providing support and assistance to customers before, during, and after a purchase. Help desk specialists use customer service by identifying opportunities for process improvements, handling technical problems, and following up to ensure maximum resolution of customer issues. They also navigate internal systems to review customer details and provide appropriate support. As Dwight Elliot, Professor of Information Management, Cybersecurity, and Law at Palm Beach State College, puts it, "Be sure that your energy level is monitored and you positive in your communications, since this ultimately affects profits and losses if a customer does not return to do business with you or an employer because of how they were treated. Your outlook and energy affect your overall job performance, business and career growth and ultimately your profits. All your roles within an organization require good communication and customer service skills."

• Identify opportunity for process improvements targeting improved customer service and organizational efficiency
• Provided quality customer service while handling various technical related problems and followed up to ensure maximum resolution of customer related issues.

2. Troubleshoot

Troubleshoot is the process of identifying and solving problems. Help desk specialists use troubleshoot to analyze and resolve network connectivity issues, hardware and software problems, and user account issues. They also troubleshoot technical problems related to company services, network performance, and manufacturing equipment. As Hoyet Hemphill Ph.D., IDT Program Coordinator and Graduate Advisor at Western Illinois University, puts it, "One of the skills that stand out on Help Desk Specialist resumes is the ability to troubleshoot data questions."

• Conducted day-to-day operations, implemented, troubleshoot optimized, maintained and ensured operational integrity and availability of customer's networks.
• Worked as tier II/III technical support representative helping customers troubleshoot hardware/software problems in high volume call center.

3. Technical Support

Technical support is the process of helping users troubleshoot and fix issues with their software or hardware. Help desk specialists use technical support to solve a wide range of problems, from desktop and network issues to proprietary database software and Point of Sale systems. They also provide training and support for wireless network usage and maintaining network equipment. This ranges from providing phone and email support to in-person assistance, and often involves escalating issues to supervisors or technical support staff when needed.

• Provide exceptional local/phone/remote technical support while troubleshooting and fixing any software/hardware problems to desktop and network issues.
• Provided technical support for internal/external employees by diagnosing and troubleshooting Point of Sale systems to resolution.

4. Desk Support

Help desk support is the process of assisting users with technical issues related to their computer systems or equipment. Help desk specialists use desk support by providing assistance over the phone, remotely, or in-person. They often use specialized software to efficiently resolve customer issues. They support a wide range of software and equipment, from computer systems and networks to specific software applications.

• Supplied computer help desk support via telephone communications to approximately 200 end users daily.
• Help desk support which included monitoring network management systems and responding appropriately.

5. Phone Calls

Phone calls are a means of communication where two or more people talk using phones. Help desk specialists use phone calls to assist computer users who encounter problems or have inquiries regarding computer software or hardware operation. They respond to customer issues, troubleshoot computer problems, and provide timely assistance. They also use phone calls to keep track of equipment checkout requests and facilitate the return of equipment if necessary.

• Answered telephone calls to assist computer users encountering problems and user inquiries regarding computer software or hardware operation to resolve issues.
• Perform other tasks outside of answering application support phone calls, including after call processing documentation and administrative tasks.

6. Client Facing

Client facing refers to the act of directly interacting with clients or customers. Help desk specialists use client facing skills to communicate with clients about issues they are experiencing. They analyze trends of problems and post urgent notifications to products that clients use. They also communicate current and ongoing issues to client-facing representatives.

• Analyze trends of issues, and posting urgent notifications to client facing products.
• Communicate current and ongoing issues to client facing representatives.

Choose from 10+ customizable help desk specialist resume templates

7. remote desktop.

Remote desktop is a feature that allows users to access and control a computer from a different location. Help desk specialists use remote desktop to troubleshoot and fix issues on a user's computer without being physically present. They can configure remote desktop settings, monitor connections, and perform remote administration to reduce user downtime. They also use remote desktop to provide support, fix software-related issues, and update software or firmware on network printers.

• Configured remote desktop server settings to facilitate troubleshooting and reduce user downtime.
• Monitored Remote Desktop Services and Virtual Desktop Management connectivity.

8. Help-Desk Support

Help-desk support is the process of assisting users with technical issues related to hardware and software. Help desk specialists use help-desk support by providing technical training and assistance to end-users through phone calls and in-person communication. They also use help-desk support software like Remedy to handle and manage user requests.

• Provided computer help-desk support and technical training on hardware/software to end users.
• Performed help-desk support using remedy ticket daily.

9. Computer System

A computer system is a set of integrated computer hardware, software, and peripherals. Help desk specialists use computer systems to solve user problems, install and maintain system components, and provide technical consultation. They also use these systems to test for security risks, configure applications, and perform upgrades. They install and maintain computer systems, coordinate relocations, and maintain records of system issues and resolutions.

• Support users in solving technically related computer problems for a statewide network of on-line computer operations and computer systems.
• Administered issue tracking software to provide documentation and utilized systems management software to troubleshoot and maintain computer systems.

Mac is a type of computer operating system. Help desk specialists use Mac to support users with both Mac and Windows platforms. They resolve computer issues, manage inventories, and provide technical support for various applications. As Kirk Atkinson , Director - Center for Applied Data Analytics; Professor - Information Systems at Western Kentucky University, said, "AI and machine learning are already impacting the field and will continue to empower change. Employees must be more ready than ever for life-long learning."

• Maintained approximately 50 workstations divided between Mac and Windows systems.
• Provided technical support for Windows, MS Office, Mac OS X and Adobe CS6 to end users of VF Corporation.

11. Network Printers

Network printers are devices connected to a computer network and shared by multiple users. Help desk specialists use network printers to configure and troubleshoot issues with these devices. They also install and maintain these printers, ensuring proper connectivity and functionality. They configure parameters, perform maintenance, and upgrade these devices as needed.

• Facilitated physical setup and configuration of desktop hardware, software, and local/network printers.
• Assisted users in operation of various computer utilities, configured network printers.

An operating system (OS) is a set of software that manages computer hardware resources and provides common services to computer programs. Help desk specialists use OS in various ways. They manage network software deployment, handle OS installations, and troubleshoot OS issues. They also perform OS and software upgrades, set up systems for employees, and support different OS environments and desktop applications.

• Managed network software deployment, imaging/backup and unattended OS installations
• Replaced defective components and/or re-image OS.

Remedy is a ticketing system used by help desk specialists to manage and track customer issues. They use Remedy to document customer interactions and troubleshooting efforts, track and respond to requests, and update ticket status and resolution information. Remedy helps them manage and prioritize their workload, and it also provides a record of all incidents and their resolutions.

• Resolved Remedy issues pertaining to Windows configuration, software application errors and printer failures by reviewing service manuals.
• Processed requests for users requiring Remedy access, regularly opening and closing service requests using Remedy/ISRS Systems.

14. Technical Problems

Technical problems are issues that require a deep understanding of technology to solve. Help desk specialists use technical problems by identifying, researching, and resolving them using effective tracking and monitoring systems. This includes troubleshooting, gathering information, and documenting solutions. They also work with software developers to resolve technical problems and provide scripted guidance to customers. As stated in a resume, "Identify, research, and resolve technical problems utilizing effective tracking and monitoring systems to ensure timely resolutions."

• Determined and performed troubleshooting on complex technical problems; gathered important and detailed information from customers and document according to procedures.
• Identify, research, and resolve technical problems utilizing effective tracking and monitoring systems to ensure timely resolutions.

VPN, or Virtual Private Network, is a technology that allows users to connect securely to a network over the internet. Help desk specialists use VPN in a variety of ways. They implement and manage customized VPN solutions for customers, monitor VPN connections and routers for proper functionality, and troubleshoot issues related to VPN connectivity. They also guide users through troubleshooting steps necessary for resolving remote access and resource connectivity issues over VPN.

• Developed, implemented, and supported customized managed VPN solutions for customers.
• Developed, implemented and monitored gateway-to-gateway and client-to-gateway VPN solutions.

12 Help Desk Specialist Resume Examples

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List of help desk specialist skills to add to your resume

The most important skills for a help desk specialist resume and required skills for a help desk specialist to have include:

• Customer Service
• Troubleshoot
• Technical Support
• Desk Support
• Phone Calls
• Client Facing
• Remote Desktop
• Help-Desk Support
• Computer System
• Network Printers
• Technical Problems
• User Accounts
• Provide Technical Assistance
• User Support
• Technical Assistance
• Helpdesk Support
• Software Issues
• Customer Support
• Customer Satisfaction
• Workstations
• Microsoft Windows
• Windows Server
• Technical Issues
• Password Resets
• Problem Resolution
• Network Troubleshooting
• Trouble Tickets
• Software Applications
• Level Support
• Network Connectivity

Updated June 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Help Desk Specialist Related Skills

• Client Support Specialist Skills
• Computer Specialist Skills
• Computer Support Specialist Skills
• Desk Support Technician Skills
• Desktop Support Consultant Skills
• Desktop Support Specialist Skills
• Desktop Support Technician Skills
• Help Desk Administrator Skills
• Help Desk Analyst Skills
• Help Desk Coordinator Skills
• Help Desk Representative Skills
• Information Specialist Skills
• Information Technology Specialist Skills
• Information Technology/Support Technician Skills
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Help Desk Specialist Related Careers

• Client Support Specialist
• Computer Specialist
• Computer Support Specialist
• Desk Support Technician
• Desktop Support Consultant
• Desktop Support Specialist
• Desktop Support Technician
• Help Desk Administrator
• Help Desk Analyst
• Help Desk Coordinator
• Help Desk Representative
• Information Specialist
• Information Technology Specialist
• Information Technology/Support Technician
• Installation Specialist

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IT Helpdesk Resume Sample

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Work Experience

• Maintains a thorough knowledge of the organization and adheres to all organizational standards
• Keeps immediate supervisor well-informed of activities and recommends corrective actions
• Provide support for Microsoft based environment running Windows 7, Windows 2003/2008 servers ie. ,FileBound DMS,
• Provide support for Desktop Hardware and Software
• Answers after hours support calls
• Accountable for the asset management at assigned location
• Supports the installation and maintenance of the organization’s local area network hardware/software
• Respects confidentiality in discussing consumer/participant, staff, volunteer and organizational matters; also maintains confidentiality of organization, project, fiscal and personnel related information
• Monitors and approves IT related expenditures under approval authority
• Creates and maintains LAN/WAN maintenance logs
• Utilizes the Requirements Log System to identify and timely complete technology requirements
• Provide technical assistance and support for incoming queries and issues
• Install, test, configure and provide technical advice on telecommunications
• Resolve submitted helpdesk ticket and work requests
• Perform basic desktop and laptop configuration and troubleshooting
• Manages network operations to include: troubleshooting connectivity problems; installing & maintaining routers; adding/terminating users; assigning rights and access; resetting passwords; establishing e-mail addresses; assessing and reporting operational status; performing backups and restores; etc
• Conducts technology orientation and exit briefing for all staff; prepares technology and systems for new and departing staff
• Maintains SOX compliance and assist in SOX testing
• Troubleshoot ERP system
• Administrates and maintains Citrix and VMWare infrastructure
• Performs routine preventive maintenance on hardware and software
• Participates on committees, task forces, workgroups, etc. As directed, facilitates technology meetings and user groups

Professional Skills

• Excellent skills in: documentation skills, attention to detail
• Technical helpdesk background / technical support experience. Strong troubleshooting skills
• Strong multi-tasking and task prioritization skills
• Strong analytic skills and ability to apply critical thinking and a methodical approach to problem identification and resolution
• Strong teamwork skills with the ability to establish and maintain positive and effective working relationships with all departments and employees
• Exceptional customer service skills and experience with direct interaction with customers
• Working knowledge and experience with desktop computer hardware with experience in ordering and configuration

How to write IT Helpdesk Resume

IT Helpdesk role is responsible for microsoft, interpersonal, troubleshooting, software, customer, basic, printing, teamwork, database, training. To write great resume for it helpdesk job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For IT Helpdesk Resume

The section contact information is important in your it helpdesk resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your IT Helpdesk Resume

The section work experience is an essential part of your it helpdesk resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous it helpdesk responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular it helpdesk position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative IT Helpdesk resume experience can include:

• To operate without direct supervision. To have exceptional time management skills. To be dependable and take full responsibility for the tasks presented
• Previous customer contact experience combined with telephone service skills
• Demonstrated interpersonal and teamwork skills
• Managing Work: Effectively managing one's time and resources to ensure that work is completed efficiently
• Understanding of Remote Access tools to troubleshoot and resolve issues effectively
• Solid PC and operating systems experience

Education on an IT Helpdesk Resume

Make sure to make education a priority on your it helpdesk resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your it helpdesk experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in IT Helpdesk Resume

When listing skills on your it helpdesk resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical it helpdesk skills:

• Good troubleshooting skill, high level of service mind, and good interpersonal skill
• Excellent communication, writing/documentation, prioritization and organizational skills
• Excellent and strong belief in customer service skills
• Good organizational skills, with excellent oral and written communication
• Proven technical skills with a strong familiarity with Microsoft Office Suite
• Good problem solving and consultative skills

List of Typical Experience For an IT Helpdesk Resume

Experience for it helpdesk intern resume.

• Computer skills: practicing Microsoft MCSA/MCITP /MCDST
• To communicate effectively and professionally with the Executive and deliver immediate service upon request
• Effectively communicate both verbally and in written form to all levels of Firm staff
• Broad experience with web based computing services (video conferencing, CRM software,
• Good working knowledge of Microsoft Office, G Suite (Google Apps), including advanced tools
• Good working knowledge of client operating systems (Windows 7, Windows 10, Chrome OS and Mac OS)
• Experience supporting mobile device and client operating systems (Android and IOS)
• Excellent command in Thai and English (Spoken, Technical Reading and Writing)
• A strong ability to remain focused with a hard working, professional and flexible attitude while multi-tasking at an extremely fast pace

Experience For IT Helpdesk Associate Resume

• Experience with desktop and server operating systems, including XP, Vista, Windows 7
• Experience in working within a distributed matrix organization of a global enterprise
• Very good knowledge of Windows operating system
• Helpdesk/networking experience
• Experienced in supporting HP Laptop, PC, Printer, Cisco Switches
• Experience to recognize and recommend changes to support procedures and user guidance as part of an ongoing improvement
• Demonstrate professionalism, diligence, care, patience, and empathy in all interactions
• Prioritise and dispatch IT Helpdesk unresolved work items to relevant teams

Experience For IT Helpdesk Administrator Resume

• Work in an effective, consistent manner, maintaining quality assurance and compliance with established directives, policy and best practices
• Provide effective and efficient support to our users while logging this information in our Service Desk management tool
• Good understanding of the organisation’s goals and objectives
• Technical support experience in a non-scripted Customer Contact Center
• Experience in Helpdesk, call center/phone support role

Experience For IT Helpdesk Coordinator Resume

• Extensive experience with the MS Office suite
• Direct and prioritize the day to day activities of help desk. As required, performs hands-on technical system administration
• Provide excellent customer service and support to our users here and abroad as a front-line support specialist
• Operate and maintain overall enterprise backup system(s); monitor daily schedules; notify appropriate parties when backups are incomplete
• The ability to prioritize tasks and respond with a sense of urgency
• Experience in any automated software deployment methods

Experience For Global IT Helpdesk With Spanish Resume

• Have at least 1 to 3 years of experience in IT service tasks
• HelpDesk/IT Support Experience
• A strong work ethic and the ability to work well under pressure
• Extensive application support experience with South State Bank supported applications
• IT support experience in a Microsoft environment
• Experience with AD group policy, Exchange/Outlook
• Creating/Updating training material, quick tip sheets, documentation
• Helping and extending support to the existing core IT team in their day to day functions

Experience For IT Helpdesk Co-op Resume

• Testing and performing quality assurance tasks related to internal projects
• Answering phone calls and handling to a high standard of Customer Service
• Working knowledge of a range of diagnostic utilities, including Event Viewer, Performance Monitor
• Understanding of Local Area Networking (LAN) and TCP/IP concepts
• Working knowledge of MS Office 365, Windows, Mac OS X, Box
• Working knowledge of Cisco/Avaya phone systems desired
• Housing is not provided
• Operating systems (OS)
• Understanding of ServiceNow or similar ITSM tools

Experience For Associate IT Helpdesk Resume

• Imaging computers and desktop/laptop setup
• Logging of incidents, service requests, changes and problem tickets in the Service Desk application (Remedy via phone and email)
• Maintaining system performance by conducting system monitoring and analysis and executing performance tuning
• Troubleshooting system hardware, software, networks and operating system
• Knowledge of installing, troubleshooting, repairing, and supporting network, server, computer, phone system, and printer hardware
• Knowledge of technical troubling shooting and problem solving techniques

Experience For IT Helpdesk Consultant Resume

• Provide training and instruction to end users on new technology or changes to existing systems
• Assist in creating and maintaining a knowledge based on common problems and resolutions for the Help Desk
• Help enable our team to succeed by keeping laptops, desktops, and servers in optimum working order
• Ensure all Sarbanes-Oxley documentation, including checklists, are completed according to relevant SOPs
• Extensive knowledge in supporting Microsoft Systems, Application, Messaging, Network, Intranet, Extranet, SunSystems, Property Management Systems
• Basis understanding of 2-factor authentication using tools such as Bitlocker, Duo Mobile

Experience For It-helpdesk Intern Resume

• Install desktop software and full imaging of software
• Assist in configuring various equipment (laptops, tablets, smartphones, etc.) and new user work-spaces
• Support PC hardware components, operating system software, and application software
• Possess ability to work under pressure and multi-task while working under deadlines
• Service ticketing solutions, Google application suites, CMS software)
• LDAP, DHCP, license management, workstation imaging, access controls)
• User and access management, setting up of new users
• Solve basic and intermediate problems relating to all supported systems
• Responsible for logging issues and Help Desk software

Experience For Interim IT Helpdesk Resume

• Responsible for providing technical assistance and support related to
• Assists with the day-to-day activities of helpdesk personnel, including PC builds, application installs, and equipment setups
• Configure and support Microsoft platforms including Windows, Office, and Active Directory
• Receive, respond to and resolve inbound Client contacts on client products, including NON-Technical issues as needed
• Manage unresolved incidents utilizing appropriate resources within required timelines
• Document and communicate to appropriate resource any recurring/critical client issue received

List of Typical Skills For an IT Helpdesk Resume

Skills for it helpdesk intern resume.

• Self motivated and directed, with the ability to effectively prioritize and execute tasks under remote management
• Good capability of managing stress and conflicts and strong leadership
• Above average skills in: managing tasks, customer service
• Basic troubleshooting skills on Macs and Windows platforms
• Handle several tasks simultaneously and effectively
• Seeks opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback

Skills For IT Helpdesk Associate Resume

• Superior communication and interpersonal skills are necessary
• Service internal and external customers cost effectively; log and track customer support requests
• Experience working in an IT ticketing system like ServiceNow or Remedy
• Good listening and questioning ability
• Knowledge or experience in The Fire System and Air Conditioning System such as Novec 1230 system
• Broad knowledge and skill in: Windows client/server technology and OS, Microsoft Office suite, basic networking concepts
• Demonstrates understanding of the customer’s business needs and is able to achieve and maintain high customer satisfaction ratings
• Gather additional detail when needed prior to routing to resource teams

Skills For IT Helpdesk Administrator Resume

• Strong ability to handle multiple and concurrent tasks with frequent interruptions while maintaining professionalism, accuracy, and efficiency in each task
• In depth experience in administration of at least two of the following
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, 8 & 10 and Office 2010
• Organized and excellent communicator
• Previous experience in a chat and phone based support role
• Experience in Security software such as Anti-virus, Anti-SPAM, Anti-Spyware, and other security related technologies

Skills For IT Helpdesk Coordinator Resume

• Experience in Access Control and CCTV
• Experience with Mac environment
• Experience on Multinational environment
• Good knowledge in English written and verbal communication
• Plan work ahead and to prioritize workload
• Demonstrated ability to: work within a team capacity, follow instruction

Skills For Global IT Helpdesk With Spanish Resume

• Experience with Cisco VPN Client; RSA, Remote Desktop Support tools
• Strong working knowledge of desktop and laptop functionality
• Experience with Microsoft desktop and server operating systems
• Proven track record of providing SLAs and Service Desk deliverables
• Relevant technical experience
• Strong industry and travel IT knowledge
• Very good knowledge of office tools (MS Office)
• In Service Desk or IT related experience at multinational companies

Skills For IT Helpdesk Co-op Resume

• Excellent proficiency with all Microsoft Office and other standard desktop applications
• Active experience/certification in Information Technology Information Library (ITIL)
• Good knowledge of network issues
• Provide professional customer support services (experience in
• Experience in troubleshooting hardware and software problems
• Very good knowledge of Windows operating system, Lotus Notes
• Recent help desk troubleshooting experience
• Manage help tickets, i.e. ticket assignment, prioritization, escalation and resolution. (using JIRA)
• Coordinate internal resources as necessary to ensure effective resolution

Skills For Associate IT Helpdesk Resume

• IT environment experience
• Recommend new procedures to improve effectiveness of the group
• Configuring and troubleshooting profiles, file and folder permissions and network connectivity
• Understanding around mobile communication devices
• Supporting 800-900 users locally in LA (multiple buildings in the Beverly Hills, LA area) and about 7,000+ users globally
• Analysis: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions

Skills For IT Helpdesk Consultant Resume

• Applied Learning: Assimilating and applying new job-related information in a timely manner
• Responsible for the deployment and tracking of all desktop and laptop hardware including peripherals using asset management software
• Network troubleshooting and working with VPN client software
• Handle immediate need activities such as video conferencing setups, new employees joining and office reconfigurations
• Train users in the use of internally developed systems by providing individual and/or group training sessions
• Provide support on gathering, reporting, and analysis of performance data on Web infrastructure
• Polycom Video Conferencing Administration

Skills For It-helpdesk Intern Resume

• Working in a network Windows XP/7 / Windows Server environment
• Technical knowledge of PC and desktop hardware, including Dell, Lenovo and Apple
• Proficient in using a computer and Microsoft Office (Outlook, Word, Excel, etc.)
• Ensures that correct resolutions are found and involves appropriate areas in resolving problems, when needed
• Actively participates in preventive maintenance, by documenting common problems and scripts for customer support
• Develops and maintains knowledge of Incident tracking system, Knowledge Bases and of the help desk’ procedures and business environment

Skills For Interim IT Helpdesk Resume

• Availability to work up to 24 hours per week; opening is for immediate availability
• Respond to end-user inquiries regarding the status of incidents
• Willingness and ability to work overtime and have the ability to work on a rotating after-hours schedule
• Provides first level support for all LAN based PC’s on both the operating system and the applications levels
• Communication: There are always multiple activities and projects working simultaneously where clear and concise communication is necessary to avoid confusion
• Setup and support desktop telecommunications terminals (phones, voicemail services and inbound routing)
• Perform basic server administration (power cycle, troubleshooting connectivity issues)

List of Typical Responsibilities For an IT Helpdesk Resume

Responsibilities for it helpdesk intern resume.

• Taking ownership of tickets and ensuring successful completion within stated SLA
• A can-do attitude to learn and support computer hardware, including adding and removing peripherals
• Capable of working independently, managing multiple tasks simultaneously
• Familiarity with MS Windows domain environment (Windows Server, Active Directory, LDAP, DHCP, license management, workstation imaging, access controls)
• Serve as a single point of contact for tickets, phone calls, chat, etc., from internal customers regarding IT issues, requests, and queries
• Maintain the IT knowledge base life cycle (create, modify, and retire) following established process
• Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership
• Interacts with network services, software systems engineering and/or applications development to restore service and/or identify and correct problems
• Field and log service requests into ticketing system

Responsibilities For IT Helpdesk Associate Resume

• Gather information to gain an understanding of the user’s job / function, and the issue
• Responsible for LAN, WAN, PABX setting up for ad hoc
• Answer helpdesk phones and route calls accordingly; record call tickets in Help Desk call logging application
• Daily interaction with all levels of associates to perform various Tier I and possible Tier II level troubleshooting
• Perform client processing jobs for various media types based on run documentation
• Monitor the enterprise backup environment including the tape and disc management. Perform manual backups as requested
• Interface with outsource service providers as required to build, change, tune, and otherwise support global infrastructure supporting SBS
• Provide trouble-shooting and corrective active support to developers for Web related applications
• Collaboration Tools: Video/Audio conferencing(WebEx), SharePoint, Cisco Jabber,

Responsibilities For IT Helpdesk Administrator Resume

• Telecom: Cisco Unified Communications, Polycom, Ring Central ACD/IVR
• Maintain the confidentiality, security and exercise the appropriate level of discretion regarding all firm issues and information
• Accommodate flexible work hours, including weekends
• Record, track, and document the Service Desk request problem-solving process
• Software installation and basic network troubleshooting

Responsibilities For IT Helpdesk Coordinator Resume

• Windows operating system and mobile devices
• Deal with daily operation and trouble shooting in areas of infrastructure and wintel
• Collect issue reports and new requests from users on SharePoint applications, coordinate with developing team and key users to ensure on-time IT delivery
• Knowledge of current Windows desktop operating systems
• Assist with the administration of a variety of server systems, virtual server environments, and networking systems
• Introductory knowledge of server operating systems (Windows Server and Linux)
• Receive and utilize training proficiently to implement in the work environment
• Troubleshoot and solve common network issues using physical and logical diagnostic tools
• Resolve specialized hardware and software problems with customers having little or no background in computers

Responsibilities For Global IT Helpdesk With Spanish Resume

• Answer tickets and emails pertaining to users’ computer problems
• Knowledge of basic computer hardware, including PCs, printers, scanners, etc
• Manage support tickets, ensuring timely updates and resolution
• Engage in support activities as directed by the Assistant Manager, IT, or as required by the business
• Immediate response to requests for assistance concerning all types of technology currently utilised by the business. To proactively learn how to support adopted technologies
• Maintain the computer fleet, and rotate computers on a three year cycle
• Respond to email and verbal requests to provide initial diagnosis/resolution. Manage the IT Helpdesk Mailbox, and record incidents and problems in the IT call logging system

Responsibilities For IT Helpdesk Co-op Resume

• Maintain a hardware inventory in the asset management system
• Perform administrative and support tasks for the IT department
• Supervise the local Data Centre, and assist extended infrastructure teams any time required
• Be proactive and use initiative to assess and act upon other areas, such as asset deployment and disposal, documentation, maintenance of a clean and tidy work environment, monitoring and ensuring the security of the data centre and other IT infrastructure and assets
• Partner with the facilities department (CORE) in the maintenance and operation of AV, Internet, telephony & telecommunications equipment
• Provide exceptional customer service and work with all internal cast members and departments

Responsibilities For Associate IT Helpdesk Resume

• Ensure commitment to Company policies, procedures and objectives
• Perform initial diagnosis on IT requests and provide resolution, and escalate when necessary
• Maintain IT inventory records as appropriate
• Own the Help Desk. Manage the help desk tickets via Manage Engine’s ServiceDesk product. Enter and categorize tickets. Escalate and route more complex issues based on priority. Document resolutions into the IT Support Knowledge Base/WIKI
• Sharp mind-set and capability for analysis and judgment
• Possess a positive and proactive attitude towards customer support and desire to help people
• Familiarity with MS Windows domain environment (Windows Server, Active Directory,

Responsibilities For IT Helpdesk Consultant Resume

• Provide technical support to VUE’s customers
• Technology education (computer science or similar)
• Abitlity to work as a team member
• Highly proficient in spoken and written German language
• Ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology
• Knowledge of MS Office suite of products and Microsoft office 365 Cloud
• Knowledge of various network technologies including cabling topologies, Wi-Fi, gateways, routers, switches and interconnecting LAN/WAN communication protocols such as Ethernet

Responsibilities For It-helpdesk Intern Resume

• Work in a fast-paced team oriented environment, supporting multiple sites
• Work with end users and technical staff comfortably
• Provide technical support for all users at all sites
• First and second level support in areas such as
• Provide telephone and online technical support to users
• Give accurate and efficient answers to questions
• Give first line support for all assigned Information Technology departments

Responsibilities For Interim IT Helpdesk Resume

• Replaces defective or inadequate software packages
• Teamwork: The IT Operations team consists of several local and remote resources where a team atmosphere is of the utmost importance to be able to work as one group spread out across North America
• Helps organize and streamline department related documents and procedures
• Write, edit and proof project documentation and correspondence
• Knowledgeable about assigned Client, service offerings, policies/standards, and processes
• Performs to and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality and overall customer satisfaction
• Provide level 1 and level 2 support; troubleshoot IT-related problems
• Maintain exceptional customer service for all support queries and adhere to all service management principles
• Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area

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50+ communication skills and how to improve them

It helps to be able to communicate effectively with those around you. Not only can this help to create better and happier workplaces and stronger relationships with colleagues, but it can also be effective when speaking with customers, clients, patients, or family. 

But there’s much more to communication than simply speaking with people. The art of communication can be broken down into dozens of individual aspects, from the way you move your hands, your listening abilities, tone of voice, ability to deliver feedback and criticism, and conflict resolution skills, too. 

Those who wish to improve their communication skills and understand how to communicate effectively in the workplace need to take the time to work on the individual skills and aspects that may be lacking in their approach. And even skilled speakers and effective communicators can benefit from practise and improvement in certain areas. 

Below, we’ll take a look at dozens of unique workplace communication skills, explaining what each one means and sharing some tips and tricks to help you improve. 

Communication skills in the workplace 

• 8 verbal communication skills  
• 7 non-verbal communication skills  

7 written communication skills

• 7 interpersonal skills

List of 50 communication skills for your resume

When we talk about ‘communication skills’ this term simply refers to the many skills and abilities that are involved in exchanging information with other people. It’s all about how you interact with others. The most obvious example is through speech, but communication can also take written and nonverbal forms. 

All of those different forms of communication are important in the workplace and can play a part in helping you reach your career goals and get ahead professionally, as well as helping your company or organisation reach its goals and objectives, too. For example, clear communication regarding a company’s strategy or in management can help to boost productivity and improve worker morale. 

At the same time, poor quality communication can have negative effects both on individuals and the workplace as a whole. Workplace morale and productivity can suffer when messages aren’t delivered clearly and miscommunications occur. Individual workers can struggle to move on in their careers without effective communication skills. 

Understanding different communication styles 

There isn’t just one communication style. In fact, there are many, and you can meet all sorts of people who will have different ways of communicating. There are some who communicate much more outwardly than others, expressing themselves more via body language and gestures than speech. Others will be more assertive with their communication skills. 

It’s important for you to be able to adapt your communication approach and style to suit the situation. In fact, a big part of how to communicate effectively at work is to be able to identify other ways of communicating from the people you encounter and then adjust your own approach to get through to them more efficiently. 

Identifying and managing different communication styles at work isn’t always easy, but practice, repetition, and trial and error are key processes to help you improve. It will take time, as communication improvement is a lifelong process, but active listening and regular practice will help anyone get better at communicating with others. 

8 verbal communication skills

Verbal communication skills are the skills you use when you speak with other people. These are some of the most important skills for good communication at work, as so much communication between colleagues happens through speech. 

1. Articulation and pronunciation 

Articulation is about the manner in which a person speaks and how they say the individual syllables of the words they use, while pronunciation is more focused on the correct and proper way of saying certain words. Having strong articulation and clear pronunciation can help to make you a more confident speaker.  

Various online tools and resources can help you learn the proper way of pronouncing difficult words, and if you find you have trouble with articulation, speaking more slowly is a good way to get around it. 

2. Tone of voice 

Tone of voice concerns the way in which words are spoken or delivered. By speaking in certain ways, emphasising certain syllables, speaking at different volumes, or using a higher or lower tone, we can convey very different feelings and have totally different impressions on our audience. It’s important to adjust your tone of voice to suit each situation, with friendly tones when conversing with colleagues and more professional, respectful tones when speaking with clients or bosses. 

3. Active listening 

Active listening is not just listening to what someone is saying, but concentrating on the words, the tone, and the message they’re trying to share. Active listening can help you learn so much more about what a person is saying, giving you more information to formulate an appropriate response.  

One way to work on this is to listen more closely in future conversations and put yourself in the other person’s position, thinking about how and why they chose certain words or speak in a particular tone. 

4. Empathy 

Empathy is all about understanding other people and being able to see where they’re coming from. It’s one of the most effective communication skills that can help with conflict resolution and negotiation. To work on this, it’s important to take time to put yourself in someone else’s position. Try to imagine what it’s like in their place and develop your understanding and compassion for them. 

5. Clarity and conciseness 

Clarity is all about being clear and to-the-point in your verbal communication, while conciseness is about keeping your communication short and effective. Both of these communication skills can be invaluable in the workplace. Without clarity, people might not understand what you want to say.  

And without conciseness, you may waste time with unnecessarily wordy and confusing messages. Try to get in the habit of saying only the most important things, cutting out any unnecessary content to make your messages sharper and more direct. 

6. Confidence 

Confidence is another huge part of verbal communication, and confident people tend to be better communicators all around. When you’re confident, it’s easier to speak clearly, to articulate your words, to listen and understand others, and to get your message across to the people you speak with. Confidence can be tricky for those who are naturally shy or anxious, but there are ways to improve your self-belief. 

7. Assertiveness  

Assertiveness is about remaining firm in your ideas and getting your points across without being interrupted, overwhelmed, or coerced. This often goes hand-in-hand with confidence, and confident speakers also tend to be quite assertive.  

Assertiveness can also be really useful for situations like negotiation and resolving conflicts. To improve your assertiveness, try to get into the habit of defending your ideas, rather than backing down or changing your mind too easily. 

Humour is all about being able to make people laugh and smile, lightening the mood or easing the tension. This can be useful when delivering criticism or feedback to a colleague, for example, or when giving speeches or resolving conflicts.  

Knowing how and when to use humour is key for effective communication in the workplace. Be mindful, listen actively to those around you, and read the mood of the room or situation to determine the best moments for a bit of humour. 

7 non-verbal communication skills 

Along with verbal skills, there are also nonverbal communication skills. These skills allow people to communicate to others without speaking, simply through expressions of their face, body language, hand gestures, and so on. Here are some nonverbal communication skills examples: 

1. Body language 

Body language is simply the way we express ourselves with our bodies. It can include the way we sit or stand, how we hold ourselves, the way we walk, whether or not we keep eye contact with people when speaking with them, and so on. Body language can say so much about a person’s mood and mental state, and you may inadvertently give off an impression of being disinterested purely through bodily gestures or posture. You can work on this by being more mindful and aware of your body and make active choices to sit up straight and keep eye contact. 

2. Eye contact 

As stated above, eye contact is a big part of body language and nonverbal communication skills. When someone keeps eye contact with us, we tend to feel that person is more engaged with conversation or more interested in what we have to say when compared to someone who is looking down at their feet or off into the distance. It can be tricky for naturally shy people to maintain eye contact, but this is something you can actively practise and improve. 

3. Facial expressions 

A person’s face and expressions can also say a lot about their mood and how they’re feeling. Smiles, frowns, and furrowed brows all denote different emotions, and some people don’t even notice some of the expressions they make during a conversation or how those expressions might be interpreted. Again, mindfulness and actively considering your facial movements is key to improving in this area. As you become more aware of your facial expressions, you can use them to have better and more effective conversations. 

4. Posture 

Posture is how we sit and stand. A person with poor posture may hunch themselves over and look at the ground when standing or sit down in an awkward and casual way. Poor posture can be read as a sign of disinterest or lack of enthusiasm, as well as an absence of confidence. In short, it’s not a good thing. Those wanting to appear more confident and assured should try to improve their posture, tucking their shoulders back, lifting their head, and straightening their back when seated or standing. 

5. Gestures 

Along with posture and facial expressions, one other nonverbal way in which we can communicate to others is through gestures. Many people like to raise and move their hands around while speaking to emphasise certain points or ideas, for example. Gestures can be effective for showing confidence and belief in what you’re saying, but it’s also important to not overdo them. Try to be mindful of your hands and how you move them as you speak to get more control over your gestures. 

Physical touch can also be a part of nonverbal communication. Hugs, handshakes, and pats are all examples of how we might physically interact with someone else as part of our communication with them. Of course, in the workplace, touch is something to be careful with, as some people may not desire certain kinds of physical interaction or any touching at all. It’s therefore important to use touch with caution and use it appropriately. 

7. Appearance 

A person’s physical appearance is also a powerful form of communication. Someone dressed up smartly with clean, well-groomed hair will naturally tend to be seen as more approachable, professional, and confident compared to someone who arrives at work with messy hair and a casual outfit.  

Obviously, this will vary from workplace to workplace, but taking pride in one’s appearance is a great way to have better conversations and produce stronger first impressions, both at work and in one’s personal life. 

Another of the many methods of communication in the workplace is written communication, in the form of letters, emails, notes, and messages. As more and more people have shifted to working remotely, written communication is an increasingly important aspect of workplace communication skills. 

1. Spelling and grammar  

Spelling and grammar are the basics of writing. It’s important to be able to write in a way that is legible and error-free in order to ensure that your reader or audience understands the message you want to deliver. Error-free writing also denotes a sense of professionalism, while a letter or email with lots of mistakes can lead to negative impressions. There are various software tools, such as Grammarly and ProWriting Aid, that can help you fix little mistakes or typos with ease. 

2. Clarity and brevity 

One of the common mistakes people make in written communication is rambling or being too wordy, using 100 words to say something that could be said in 50, for example. In the hectic modern workplace, brevity and clarity are greatly appreciated, so try to get into the habit of condensing your messages down to the basics, cutting out any unnecessary sections. 

3. Tone and style 

It’s important to be able to adjust your tone and style when writing to different people. A quick email to a friendly colleague, for example, will have a much more informal and casual tone when compared to a newsletter that you’re writing to send out to your clients or leads. There are various online resources that can help you improve your understanding of tone and style, and you can look at different examples of messages in your own inbox to see how the tone is different. 

4. Audience awareness 

Whenever you’re writing any piece of content, be it a letter, email, newsletter, or brochure, it’s essential to keep the audience in mind at all times. Think carefully about who they are and what kind of content they’re looking for. Adjust your tone to suit their needs and always ask questions like “Is this relevant to the audience?” and “Will the audience understand this?” 

5. Persuasion and influence 

Often, when writing content like marketing newsletters or sales copy, you’ll need to be able to persuade and influence your audience to take an interest or invest in whatever product or service you’re trying to sell. Even when emailing colleagues about a plan or project, persuasion is a key part of an effective written message. One way to work on this is to focus on using more persuasive and evocative words and phrases in your messages to incite positive responses in your readers. 

6. Emotional intelligence 

Emotional intelligence is all about being able to understand and manage one'’s own emotions in appropriate ways to provide clear and effective communication, and this applies to both written and verbal communication. It'’s a mixture of empathy, self-awareness, and social skills to understand both yourself and others. Getting into the habit of observing your own feelings and considering how your words can impact others is a good way to improve your emotional intelligence . 

7. Active reading and comprehension  

As well as being able to write effectively, you also need to be able to read and comprehend messages and pieces of text you receive. The tone, style, and depth of messages you receive may vary greatly, and it’s crucial to be able to read and understand each one fully. The best way to improve with active reading is through practice and repetition. Read and reread messages you receive at work and think about what the writer was trying to say and why they made certain word or phrase choices. 

7 interpersonal communication skills 

Finally, there are interpersonal communication skills. Anyone wanting to learn how to communicate effectively at work needs to focus on their interpersonal skills, especially those in positions like managers, HR professionals, and team leaders, as these skills usually involve aspects like conflict resolution or negotiation between multiple people. 

1. Conflict resolution 

Conflicts often occur in workplaces, and even in happy working environments, it’s common for workers to disagree or for employees to have issues with the way certain situations have occurred or been handled. Being able to resolve conflicts peacefully is a crucial interpersonal skill. A good way to work on this is to improve your active listening and empathy, making sure to understand both sides and show compassion as you work towards a resolution. 

2. Negotiation 

Negotiation is another of the most important interpersonal communication skills in the workplace. You might need to negotiate the terms of a sale or contract with a client or prospective business partner, for example. To be a good negotiator, it’s important to be assertive and read people well, understanding how far to push negotiations and when to settle. 

3. Networking 

Networking is the skill of making connections in and out of work, potentially forging strong relationships with people in your industry who might help you get another job or take the next career step in the future. This skill often incorporates other communication skills mentioned earlier, like articulation, confidence, clarity, and humour. A great way to improve networking is to attend more conferences and events and put yourself in positions to talk with strangers. 

4. Relationship building 

Relationship building is all about strengthening the bonds and connections you form with other people, whether that be fellow colleagues, key clients, bosses, or others. To build a strong and stable relationship, it’s important to be an active listener, understanding what the other person thinks and feels and taking their needs into account, rather than just your own. 

5. Feedback and criticism 

Feedback and criticism are often beneficial elements that help to improve workplace morale and productivity, but it can be tricky to hand out criticism or provide feedback in the most effective way. If you make the wrong move, you could hurt someone’s feelings or knock their confidence. A gentle yet firm approach is needed to get the message across while also balancing any constructive feedback with some positives. 

6. Mindfulness 

Mindfulness is all about becoming away and in-tune with one's feelings and emotions. It's an increasingly important skill in the modern world, and it can be so beneficial to every other aspect of our communication. Some useful mindfulness methods to try include guided imagery, controlled breathing, and meditation. 

7. Cultural sensitivity  

It’s common to find oneself working in a multicultural workspace with colleagues of different backgrounds and beliefs. Cultural sensitivity is all about being sensitive to different cultures and ways of looking at the world. Research and communicating with people from other backgrounds is a good way to work on this, and it’s essential to think carefully before making any comments that could be judged or interpreted as cruel or insensitive. 

• Verbal communication 
• Active listening 
• Nonverbal communication 
• Written communication 
• Persuasion and negotiation 
• Public speaking 
• Conflict resolution 
• Interpersonal skills 
• Leadership 
• Collaboration 
• Clarity and concision 
• Professionalism 
• Presentation skills 
• Facilitation 
• Relationship building 
• Customer service 
• Time management 
• Active questioning 
• Adaptability 
• Articulation 
• Attention to detail 
• Coaching and mentoring 
• Consensus building 
• Cross-cultural communication 
• Cultural competence 
• Customer relations 
• De-escalation 
• Emotional intelligence 
• Expressive skills 
• Flexibility 
• Giving and receiving feedback 
• Interpersonal relations 
• Interviewing skills 
• Listening comprehension 
• Managing expectations 
• Negotiation and compromise 
• Networking 
• Open-mindedness 
• Organisation 
• Relationship management 
• Storytelling 
• Stress management 
• Transparency 
• Verbal and written rapport-building 
• Conflict management 
• Critical thinking 

There are dozens of different aspects of communication, from your tone of voice to the way you move your hands to how attentively you listen to people. By breaking communication down into separate skills, it becomes easier to work on improving. An improvement in just one or two of these skills can help boost your ability to communicate, in and out of the workplace.

What are communication skills?  

Communication skills are simply the skills that are oriented or focused on the concept of speaking or interacting with other people, whether that be fellow workers, customers, or others. This can include everything from empathy to assertiveness to body language and more. 

Why are communication skills important in the workplace?  

Communication skills tend to be highly-prized in the workplace, as so many jobs involve communication, either among colleagues or between workers and clients/customers. Effective communication is a great way to get ideas across, make sales, and so on. 

How can I improve my communication skills?  

There are many ways to strengthen your communication skills, such as by practising key skills you feel you're lacking, listening and observing great communicators at your workplace to follow their example, and asking for feedback from colleagues and bosses. 

What are some common barriers to effective communication?  

Issues like social anxiety or lack of experience in effective communication can impact a person's ability to communicate effectively. Other barriers include disinterest with one's job, a clash of communication styles, or conflicts and lack of trust in the workplace. 

What are some examples of nonverbal communication?  

Examples of nonverbal communication can include the likes of eye contact, body language, hand gestures, and facial expressions. 

How can I communicate effectively with people from different backgrounds?  

In general, it’s all about adjusting your approach to suit the situation. You may have to include more or less nonverbal communication when speaking with certain people, for instance. Regardless of a person’s background, clear and efficient communication will always be effective.  

What are some tips for giving effective presentations?  

For a presentation to be effective, the presenter should show passion and interest in their subject. Delivery is really important, and the presentation should be delivered with confidence, facial expressions, potentially a bit of humour, and an understanding of the audience's needs. 

How can I improve my active listening skills?  

One simple way to improve your active listening is through practice. Take the time to speak less and listen more to those around you, and really think about what they're saying. Try to avoid distractions and focus on the words and meaning behind them. 

What are some techniques for managing conflicts through communication?  

Staying calm and collected is a good way to help resolve conflicts, rather than raising your voice or contributing to the drama in any way. Also, be sure to listen actively to both sides and show compassion and empathy. 

How can I tailor my communication style to different audiences? 

The best way to tailor your communication is to understand your audience's needs and expectations. You can use a range of tools to find out more about your audience and then adjust your communication style accordingly. 

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Top good reasons for leaving a job on resume

Leaving a job changes your career trajectory and impacts how recruiters see you. If you want to land a job after leaving one (or a few) behind, how you present yourself is key. Learn how to articulate your reasons for leaving a job in a way that enhances your resume.

Understanding why you want to leave your job

Data from the U.S. Bureau of Labor shows that the average person holds anywhere between nine and 12 jobs over the course of their working life (1) . The median employee tenure is currently somewhere between 3.8 and 4.3 years (2).

Clearly, it is not at all uncommon for employees to change jobs several times. If you’ve found yourself needing to leave a job, you’re definitely not alone. However, before you turn in your resignation letter, it’s important to identify your main reasons for leaving. This bit of self-reflection is crucial for making a successful transition from one job to the next. 

As you think about your move, consider your career goals, work-life balance, and company culture. Decide how you would like these aspects of your life and career to look. This will go a long way in helping you create a strong resume , ace job interviews, and answer questions about why you left your previous position.

Good reasons for leaving a job

Despite what some popular resume articles may have taught you, leaving a job isn’t always a bad thing in the eyes of a recruiter or hiring manager. In some cases, leaving may not have been your decision, as it may have resulted from a layoff or your role being made redundant in an acquisition or merger. 

Other times, the decision may have been entirely up to you. Perhaps you wanted to advance your career or try out a new one. You may have been seeking a different work culture, increased compensation and benefits, or even better balance for yourself and your family.

Any of these can be considered a good reason for leaving a job on resumes in any industry. Depending on how you present them, they can even be positive factors in the hiring process. 

While hiring managers want to know that you won’t just suddenly leave your role for seemingly no reason, knowing when your time is up at a particular company can show that you’re proactive about your professional life and capable of discernment — two traits of a great employee.

Putting a reason for leaving on your resume

The good news is that including reasons for leaving a job on resumes isn’t really required in the U.S. Resumes should be succinct, and those details aren’t often relevant to showcasing why you’re the best candidate for the job. Cover letter examples don’t usually include advice on how to address it either.

However, you should always be prepared to discuss your reasons for leaving a job if the job description or hiring manager has asked you to address it in the cover letter or interview. Additionally, there are some circumstances in which it’s okay to mention your reasons for changing jobs on your resume.

When to include a reason for leaving

How far should a resume go when discussing this topic? Generally, you only want to include positive reasons for leaving a job on resumes. These can include things like:

• Work-life balance, such as expanding a family or caring for a loved one
• Professional development, such as getting a promotion or seeking new skills
• Making a career change and transferring your skills to a new industry

If your reasons for leaving a position aren’t positive (for example, you were fired), you should avoid discussing those reasons on your resume. 

Expert Tip:

If you’re not sure whether you should include or discuss a reason for leaving your job, it’s probably best to leave it off. Your resume is a recruiter or hiring manager’s first impression of you, and you want to make sure that everything they read is positive.

Answering the question, “Why did you leave your previous job?”

While many things will go into your resume, reason for leaving a job usually isn’t one of them. However, just because you aren’t putting your reasons for leaving on your resume doesn’t mean you’ll escape the discussion altogether. You may still be asked to disclose the details of a particular departure during your interview.

Be open and transparent if you are asked directly about leaving a previous job. If you’ve listed your previous manager’s name on your resume or in a list of references, the hiring manager may have already talked through the situation with them, and you wouldn’t want to come across as dishonest or withholding important details. 

However, this doesn’t mean you have to paint the situation in a negative light. When adapting a resume sample for a job application, try to focus on the positive aspects of your decision to leave and how it supports your current career goals. For example, if you didn’t get along with your previous manager, you can say that you’re looking for a position that’s a better culture fit.

Above all, it’s crucial that you don’t complain about or badmouth any of your previous employers, as hiring managers may worry about whether you could hurt the potential employer’s brand or culture. Instead, highlight the skills and experience you gained in your previous job. Tell the interviewer how this has prepared you for the role you’re applying for and how you look forward to using your skill set to help the company.

Special cases and considerations

Discussing your reasons for leaving a job on resumes in an international setting requires a high level of sensitivity and cultural awareness. The standard resume format in some countries ( such as Japan ) requires you to include it in the document (3). In other places, it may not be considered good practice or may be left up to you to decide.

No matter what country you are applying for a position in, make time to research the cultural norms and expectations of the industry, role, and company you want to work for. This will help you beyond just answering questions about why you left a previous position.

If you were fired from a previous job, you should always be honest, as you don’t want to get caught lying on resumes or in interviews. Explain the circumstances surrounding your termination. As always, focus on the positive aspects of the situation and what you learned from it. This approach highlights your self-awareness and your ability to grow in challenging circumstances.

Tips for explaining your reason for leaving

Just like discussing employment gaps , having to explain your reasons for leaving a job on resumes and cover letters or in job interviews can be daunting. Here are a few tips to help you tackle this subject with positivity and confidence:

• Be honest and transparent about the situation , knowing that the interviewer may have already talked to your previous employer about what happened
• Tell the prospective employer what positive gains have come from the decision , such as lessons you have learned or professional growth you have achieved
• Avoid complaining about your previous employer , your old manager, or the situation that led to you leaving the company
• Emphasize the positive aspects of your previous job , highlighting transferable skills and aspects of the job that excited you
• Keep the tone and conversation forward-focused as much as possible , showing how the new position will be better aligned with your skills and goals

No matter what stage of the application process you’re in, your honesty and confidence in addressing this issue are crucial.

"Despite what some popular resume articles may have taught you, leaving a job isn’t always a bad thing in the eyes of a recruiter or hiring manager."

Set yourself up for success with a positive and confident perspective

For most employees, leaving a job at some point in their career is inevitable. When discussing these things on a resume, cover letter, or interview, it’s important to be honest about the situation but positive about how you have grown from it. Ensure that your approach and tone are in line with what would be expected in the industry, company, and greater culture.

As much as possible, seek out resources for help, such as resume and cover letter templates . Having these tools at your disposal through the application process can help you remain confident in addressing all aspects of your career so you can go after the job you want.

(1) U.S. Bureau of Labor Statistics: National Longitudinal Surveys

(2) U.S. Bureau of Labor Statistics: Employee Tenure in 2022

(3) Inbound Technology: How to write a “Rirekisho,” the Japanese resume

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8 Fraud Analyst Resume Examples for 2024

Creating a strong resume for a fraud analyst role is crucial. In this article, we will provide proven resume examples and strategic advice. Learn how to highlight your skills, experience, and achievements. Understand what hiring managers look for, including key industry jargon and important certifications. This guide will help you build a compelling resume to increase your chances of landing an interview.

• 25 Aug 2024 - 5 new sections, including 'Placement of education section', added
• 25 Aug 2024 - 6 new resume templates, including Aspiring Fraud Analyst, added
• 23 Aug 2024 - Article published

  Next update scheduled for 02 Sep 2024

Here's what we see in top fraud analyst resumes.

Show Impact Using Numbers : The best resumes talk about results using numbers. For example, they show how you reduced fraud cases by 30% , or saved $200,000 yearly through effective auditing , and even increased detection rate by 15% .

Include Skills Relevant To The Job : Include skills on your resume that you have and are mentioned on the job description. Some popular ones are SQL , Python , risk assessment , data analysis , and AML software . But don't include all of them, choose the ones you have.

Experience Using Fraud Detection Tools : Many resumes talk about fraud detection tools like SAS or Actimize . Show you know the tools used in the job. Mention any certifications you have.

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Fraud Analyst Resume Sample

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Placement of education section

When you list your education on a resume for a fraud analyst, think about where you are in your career. If you have been working for some time, place your work experience before education. This shows you have practical skills. If your last schooling was important, like a master’s degree related to finance or data analysis, place that first. It will catch the hiring manager's eye.

If you are new to the workforce or have recently graduated, your education should go at the top. Skip mentioning high school; focus on your relevant degrees, certificates, or coursework linked with fraud analysis. For example, list any courses in computer science, fraud detection, or financial legislation as these are highly related to the role. Make sure the most relevant information is easy to find.

Highlight relevant skills

In your resume, focus on skills that are crucial for detecting and preventing fraud. Highlight your proficiency with analytical tools like SQL and Excel. Mention any experience you have with fraud detection software.

Employers in this field value attention to detail. Show how you have used your analytical skills in previous roles to spot and investigate suspicious activities.

Fraud Risk Analyst Resume Sample

Appropriate resume length.

For a fraud analyst position, keep your resume concise and focused. If you have less than 10 years of experience in fraud prevention or related fields, aim to present your qualifications on a single page. This is usually enough room to show your skills and relevant work history without overwhelming the reader.

For those who have more advanced knowledge and longer careers in the sector, extending to two pages is acceptable. In those extra pages, prioritize mentioning any large fraud cases you have worked on or significant results from your analyses. Highlight experiences that reveal your ability to spot inconsistencies and your analytical skills. Remember to maintain a clear, easy-to-read format, as hiring managers often spend just a few moments reviewing a resume's first page.

Junior Fraud Analyst Resume Sample

Showcase certifications.

Certifications can make your resume stand out in the fraud analysis field. Mention certifications such as Certified Fraud Examiner (CFE) or Certified Anti-Money Laundering Specialist (CAMS).

These certifications show that you have specialized knowledge and are committed to staying updated with best practices in fraud prevention.

Senior Fraud Analyst Resume Sample

Fraud analyst with cyber security specialization resume sample, aspiring fraud analyst resume sample.

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Explore the Top 9 Skills You Need for an Entry-Level Role in Architecture

By Jenny Kawecki

Interested in pursuing a career in architecture? Deciding what skills to develop can feel challenging, especially because a career in architecture can take you in many different directions. To help guide students and emerging professionals, NCARB has released a new Workforce Readiness Report that identifies the key knowledge, skills, and abilities (called KSAs) you need to succeed in your first architecture job.

Download the Workforce Readiness Report

The report was created with research and input from thousands of both experienced and entry-level architecture professionals. It identifies the knowledge, skills, and abilities needed to effectively perform in an entry-level architecture position, including technical skills and soft skills.

Start building your career plan—dive into the nine skills that both licensed and unlicensed individuals indicated were most critical for an entry-level role:

Technical Skills

• Use software to create 2D and 3D drawings as directed. As you work in an architecture firm, it’s essential that you know how to use CAD and/or BIM software to develop a design based on instructions and specifications. 
• Make changes to those 2D and 3D drawings based on redline comments. Once you’ve developed those initial designs, a more senior architect or designer will mark them up with comments, revisions, and changes—you have to know how to adjust your drawings based on that feedback.
• Understand the meaning and purpose of common drawing elements included within design and construction drawings. From hatch patterns to dimensions to elevations, there are many Architecture, Engineering, and Construction (AEC) industry-specific drawing elements that you’ll need to know how to interpret and apply correctly.
• Follow instructions to assemble construction drawings. Once the design has been finalized, it’s important that you can create a set of construction drawings that the contractor will use to turn the design from a sketch to a built object.
• Understand common business software applications. Aside from the AEC-specific programs, like CAD or Revit, you’ll also need to know how to use generic business software, including word processing (Microsoft Word, Google Docs) and spreadsheet (Excel, Google Sheets) programs.   

Soft Skills

• Understand the importance of collaborating with others to achieve goals. Architects collaborate every day with a variety of individuals, including engineers, interior designers, contractors, and more. To succeed as an architect, you’ll need to work well within a team toward a shared goal.
• Demonstrate time management and organizational skills. You’re also likely to be juggling several projects and deadlines at any given moment—learning how to meet those deadlines while staying on top of other priorities is an essential skill.
• Communicate clearly and professionally. Whether sharing your ideas with a client or collaborating with your colleagues, you’ll need to know how to present your thoughts in a way that other people can understand.
• Take initiative and solve problems independently. Being able to seek out answers to questions independently and find a solution on your own is a valuable skill that can help you advance.

Interested in learning more? Check out all the KSAs that can help you build an early career in architecture in NCARB’s Workforce Readiness Report .

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Jury to resume deliberating in trial of ex-politician accused of killing Las Vegas reporter

LAS VEGAS (AP) — A jury resumes deliberations Tuesday in the trial of a former Las Vegas-area Democratic politician accused of killing an investigative journalist prosecutors say he blamed for writing stories that destroyed his career, ruined his reputation and threatened his marriage.

Robert Telles, the former elected county administrator of unclaimed estates, is charged with murder in the fatal stabbing of reporter Jeff German two years ago. Jurors deliberated for about four hours on Monday and will begin working toward a verdict again on Tuesday.

Telles “did it because Jeff wasn’t done writing,” prosecutor Christopher Hamner said during closing arguments on Monday. “It’s like connecting the dots.”

Jurors sent the judge a note late Monday asking for a court technician to show them how to zoom in on laptop video while in the jury room, then remained an hour past the usual 5 p.m. court closing time.

That came after Telles’ defense attorney, Robert Draskovich, presented a surprise image at closing arguments of a silhouette of a person who did not look like Telles driving a maroon SUV that evidence showed was key to the crime.

Telles lost his Democratic primary for a second elected term after German’s stories about him appeared in the Las Vegas Review-Journal in May 2022. The reports described turmoil and bullying at the Clark County Public Administrator/Guardian office and a romantic relationship between Telles and a female employee.

The day before German was stabbed to death, Telles learned that county officials were about to provide German with email and text messages that Telles and the woman shared, in response to the reporter’s request for public records.

Prosecutor Pamela Weckerly presented to the jury a timeline and videos of Telles’ maroon SUV leaving the neighborhood near his home a little after 9 a.m. on Sept. 2, 2022, and driving on streets near German’s home a short time later.

In some photos drawn from security camera video, the SUV driver was seen wearing a bright orange outfit similar to one worn by a person captured on camera walking to German’s home and slipping into a side yard.

“That person stays, lying in wait,” Weckerly said, playing again a video from a neighbor’s home showing German’s garage door rise and German walk into the side yard where he was attacked just after 11:15 a.m.

A little more than 2 minutes later, the figure in orange emerges and walks down a sidewalk. German does not reappear.

Weckerly also focused on a text message from Telles’ wife, which he failed to answer, asking, “Where are you?” about 45 minutes before evidence showed German was killed. Hamner and Weckerly told the jury they believe Telles left his cellphone at home so he couldn’t be tracked.

German’s body was found the next day, but no murder weapon was recovered. Telles’ DNA was found beneath German’s fingernails.

In his testimony, Telles named office colleagues, real estate agents, business owners and police he accused of “framing” him for German’s killing. He said it was retaliation for his crusading effort to root out corruption he saw in his office of about eight employees handling probate property cases.

“I’m not crazy. I’m not trying to avoid responsibility,” Telles told the jury on Friday. “I didn’t kill Mr. German, and I’m innocent.”

None of German’s blood or DNA was found on Telles, in his vehicle or at his home, Draskovich said Monday, urging the jury to, “Ask yourself what is missing.”

Draskovich introduced the new clip of video for the first time, zeroing in on a view of a maroon SUV like Telles,’ seen through the passenger window with the shadowed silhouette of the driver at the wheel. The image was prosecution evidence that had not been presented previously.

Originally from Milwaukee, German was a respected journalist who spent 44 years covering crime, courts and corruption in Las Vegas.

Telles, 47, is an attorney who practiced civil law before he was elected in 2018. His law license was suspended following his arrest several days after German was killed. He faces up to life in prison if he’s found guilty.

Weckerly and Hamner presented 28 witnesses and hundreds of pages of photos, police reports and video over four days.

Telles and five other people testified for the defense. No Telles family members were called to the stand or identified in the trial gallery.

About a dozen German family members sat together in the hushed courtroom throughout the trial. They’ve declined as a group to comment.

The killing drew widespread attention. German was the only journalist killed in the U.S. in 2022, according to the New York-based Committee to Protect Journalists. The nonprofit has records of 17 media workers killed in the U.S. since 1992.

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