Help Desk Specialist

Computer systems are highly useful, but can become extremely frustrating when they don’t behave as we expect or refuse to function completely. This is the moment when a help desk specialist can prove useful and guide the user through the necessary troubleshooting steps via telephone or by remotely logging in to their computer, especially in the case of support for companies.

Help desk specialists are expected to be client oriented, helpful, with excellent knowledge about the domain they are providing support for. The patience and communication abilities should be enhanced by hand-on computer skills. Most applicants hold a bachelor’s degree in computer science or computer technology and have a few years experience in using the systems they work with.

This job is a good fit for a polite and persistent applicant, since the daily tasks can become repetitive and stressful, especially when helping clients with low technical skills. When applying to a help desk specialist role give examples of how you handled difficult customers and how you used innovative ways to overcome problems.

Tips for Help Desk Specialist Resumes

Customer care

The primary role of the help desk specialist is to enhance the relationship with the client by offering on the spot, customized and actionable advice. In the case of e-mail communication, the specialist is expected to respond in a timely manner, usually bounded by policy terms, and to find the best solution, explaining it step by step, starting with the lowest acceptable understanding level. If you work with the general public be ready to explain anything like you would do with your grandma or a 5 year old. Give numerical assessments of the number of clients you are able to assist during a workday.

Solution oriented

The help desk specialist needs to think outside the box and not just provide the client with a link from the documentation explaining a general solution, but to put together several pieces of information that are simple, focused and make the client have the “aha!” moment. Use comparison, ask a lot of questions and don’t forget to check that your client is following the indicated steppes. List the ways you can provide help (phone/ e-mail/ social media).

IT knowledgeable

The first condition to do your job well is being able to provide technical advice and have the background and experience to do so. Mention in the resume the number of hours/months you have been using the solution you are providing help for, any relevant certifications and any trainings you attended to learn more. If you have been working with products from the same family, mention those as well.

Help Desk Specialist Resume Samples

The following resume samples and templates for help desk specialist can help you get a better idea of what your resume can look like.

 

When applying to a help desk specialist job try to highlight the ability to multitask efficiently and even your sense of planning and management abilities.

Additional Help Desk Specialist Resume Tips

• Keeping track – As a help desk specialist you are required to keep detailed records of your activity, both for bonuses and for detecting faults in the product. Be ready to log in every detail of the consultations you are offering, the solutions proposed and the client’s satisfaction degree. At fixed intervals you will be asked to provide reports or to explain results.
• Multitasking and working under pressure – The normal activity involves helping the client by looking for information at the same time you are entering their details into the system, and then making notes about their satisfaction with the solution. If you are a one track mind you might find this job exhausting.

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