Ever helped anyone with a gadget? How do you write that in your resume?

[Click here to directly go to the complete help desk resume sample. ]

If providing technical support is your forte, then you are the most suitable person for the job of a help desk professional. All you need is a job opening to put your help desk resume skills to some good use.

But do you include "Critical Thinking" or "Conflict Resolution" in your help desk skills resume? What information do you put on your cover letter for help desk?

You also need to remember that there are a number of people who apply for a professional help desk job, thus making it a tough competition for you.

Everyone is eyeing to sit on the iron throne by hook or crook. You know you are not just any normal help desk employee.

We know that too. The question here is - How would you show this to the recruiters waiting there to hire you? Claiming a job in 2019 is much more difficult a task than claiming a throne.

You need not worry. We are here to solve all your queries involved in making a professional helpdesk resume to explicitly showcase your help desk resume skills.

Before we delve into the turbulence of all these questions, let us begin with a quick overview of who a help desk professional is, and what are their responsibilities.

Moving forward, before you apply for a help desk job, not only do you need a help desk resume, but you also need to know the answers to:

  • what is help desk job description
  • how to get a help desk job with no experience
  • how to get help desk experience
  • what are the basic help desk resume skills

Along with help desk resume examples, the following article shall tell you why having a professional IT help desk analyst resume is important. We shall also assist you with the steps to build the same along with both free and paid help desk analyst resume templates.

Let's get started.

Why do you need a Help Desk Resume?

Every company needs help desk professionals so as to resolve any problems that their customers/users might face. It is very important for an organisation to ensure customer satisfaction in order to maintain a goodwill of their own in the market.

Every organisation in the US today is in need of highly professional help desk executives and if you think you have the flair for it, then no one can stop you from getting the job.

Well! Only one thing can. Not having a professional Help Desk Resume.

A professional help desk analyst resume for a Help desk expert is just like the Long Claw for Jon Snow. After all, how can a warrior win a war without a sword?

According to Glassdoor, there are around 14,000 job vacancies for an IT help desk professional in the US today with a salary averaging USD 60,000. All the more reason for you to have a professional help desk resume.

With the growth and advancements happening in the technological arena at a lightning speed, companies are dying to hire professionals who are adept in them and can help their customers by troubleshooting their problems and resolving issues.

That is why it is important for you to make a professional help desk resume to hit the bulls-eye.

Who needs a Help Desk Resume?

A help desk is responsible for:

  • helping customers with the expertise of technical know-how
  • providing support to end user with troubleshooting issues
  • imparting knowledge about related products through emails, chat-rooms etc.

If you are a person with a pro-level expertise in technology-related problems and can resolve customers' issues for the same, then you definitely are someone who needs a help desk resume to portray your help desk resume skills.

This is to say that the help desk profession has different requirements which you must know in order to build a brilliant help desk resume.

To go forward with applying for the same and making a help desk resume, you must begin by shortlisting the top 5 recruiters who you would want to work for, keeping in consideration, their stature in the market and then follow the 3 rules for a standard research involved in the process mentioned below.

  1. Start with scavenging of LinkedIn profiles of the help desk professionals who are already in the game to identify what all certifications they have acquired for it.
  2. Further, go through all the social networking sites such as Facebook, Twitter or Instagram observing (stalking) your potential employers to understand what they are looking for in the recruit.
  3. The last thing you need to do is to get hold of all the targeted keywords & jargon to use for the job description in your help desk resume. You'll further see how this is going to help.

How to write a Help Desk Resume?

Just to provide you with an idea of how a help desk resume should look, we have taken up the Traditional Blue template which incorporates all relevant information within a single column help desk resume sample.

10+ years experienced Help Desk IT Professional with a track record of rendering customer-friendly support armed with an unwavering commitment towards customer service, with an ability to diagnose, troubleshoot and resolve complex issues and earn customer satisfaction. Adept at investigating reported issues & accordingly briefing the customers with scripted policy protocols. Proficient in deploying excellent communications and problem-solving skills for resolving conflicts. Demonstrated capability to effectively process customer complaints, enabling effective information exchange and efficient process management.
• Process Management • Escalation Management • Stakeholder Management • Customer Relationship Management
• Reporting & Documentation • Issue Resolution & Troubleshooting • Problem Solving • Communication & Coordination
• Risk Mitigation
  • Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems
  • Networking: LAN & VPN/Remote Connectivity, TCP/IP
  • Platforms: Windows, Unix, NetWare Servers, Citrix
  • Browsers:Chrome; Safari; Firefox; MS Edge; IE; SeaMonkey Navigator; Opera
PROFESSIONAL EXPERIENCE
    • Responding to ~10 client accounts questions including billing and field service requests daily
    Case Investigation & Troubleshooting
    • Checking reported issues and briefing the customers with the scripted service protocols
    • Troubleshooting hardware, peripherals and software issues and make the appropriate recommendations
    • Creating service orders to replace defective parts or request for technician assistance
    Customer Management & Support
    • Preparing correspondences and maintaining client appointment logs & records
    • Maintaining up-to-date knowledge of all company products, service procedures & offerings to assist clients
    • Rendering support for LAN, remote access & resolving basic connectivity issues
    Key Achievements
    • Handled 150+ daily inbound calls while providing superior customer service to customers as it pertains to account support, billing and technical support
    • Awarded “Star Employee” three times for delivering outstanding technical support
      • Answered ~50 user inquiries weekly regarding computer, email, phone connectivity, software or hardware
      Case Investigation & Troubleshooting
      • Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues
      • Investigated reported issues and briefing the customers with the scripted service protocols
      Customer Management & Support
      • Processed ~60 monthly customer inquiries & resolved complaints, billing questions & payment extension/service requests
      • Communicated thoroughly with client representatives and customers, enabling effective information exchange and efficient process management
      • Played a key role in retaining existing client base by repairing trust and designing customer-centric solutions
      Key Achievements
      • Provided computer help desk support via telephone communications for 300+ end-users, & ~20 calls daily
      • Resolved 95% of the customer issues on the first call without escalation
      EDUCATION
        Enter text here..

          GPA - 8.6 Percentile
          • Star Employee | Dorne Computers | Sep '15
          • Certified IT Help Desk Professional | Kan's Institute | '11
          • Summer Certification | Public Speaking | Welhem School | '09
          • Secured 1st position in the Elocution competition held at Washington University in '06
          • Awarded the McBright Scholarship worth USD 15k for undergraduate studies in ’04

          This sounds great as going by the idea of colour psychology, blue provides a sense of confidence and support which will help your help desk resume stand out in the eye of the recruiters, thus increasing your chances of getting shortlisted.

          Not really going with the idea? Don't worry. You can look for other resume templates and choose one from the plethora of templates available on our Resume Templates.

          It is preferable to create your help desk resume in the reverse-chronological resume format due to its global acceptance and more professional outlook.

          Using this kind of a format in your help desk resume is the first step up the ladder to get shortlisted by the recruiter for a face to face interview as this helps them to have a better flow while gazing through your help desk resume.

          Always use an open sans font to match up the industry standards.
          Also, take care of ample spacing to provide a free look to the help desk resume. You would not want to decrease your chances of selection by making the recruiter tense their eyes while going through your resume.

          Well, Well, Well, Congratulations!

          With this, you have successfully completed your help desk resume format.
          Let us now march further into the different sections of a help desk resume.

          Help Desk Resume: Personal Details

          Beginning

          Avoid mentioning your full address as it is quite redundant and does not go with the industry standards prevalent today.

          Only mentioning your city and country information is sufficient.

          Always try to keep it minimal and professional.

          In case you are putting up a picture, try to keep it professional to reflect a reasonable impression.

          Help Desk Resume: Professional Career Summary

          Summary

          A professional career summary is not less than a ship in the ocean. It helps the recruiter in understanding your expertise in the relevant areas to make crossing the ocean of information that is yet to come, easier.

          A summary is basically a 3-5 line synopsis giving an overview of your entire career to make a long-lasting impact on the recruiters' minds.

          Recruiters are busy people. They don't go on skimming the help desk resume, rather will just have a quick glance.

          They just filter all the relevant information in 6 seconds and move ahead with another one.

          This is the manual sorting system.

          On the other hand, ATS (Applicant Tracking System) is a software-driven approach used specifically by large conglomerates.

          It is mandatory for your summary to have these qualities in order to get sorted by the ATS and help you reach to a one-on-one interview with the recruiter:

          1. Tailor your help desk resume based on the interests of the employer and not in any other way.
          2. Mention all the specific keywords listed by the recruiter to pass the ATS test.
          3. It is always recommended that you start with the number of years of your experience to make your summary look strong and dazzle the recruiter.
          4. The cause-effect relationship should be used in every sentence to make the recruiter understand the quantifiable impact of it.
          5. If you have a high standard certification in the industry, put it to use immediately.

          If you would notice the sample help desk resume given above, the number of work experience years and adjectives are used by the candidate to start the summary to make it look versatile.

          You can make the summary better using powerful words to highlight your professionalism in a better way.

          In this example, we have used impacting words such as adept, armed with, proficient, etc.

          Usage of such words is a trademark of reflecting positive assertion to create an impact on the recruiter and in turn, impress them for your benefit.

          Please take note that we have used a simple job title as Help Desk Professional.

          You need to be very careful by mentioning the job title.

          It is not a hard and fast rule that the job title should match your current profile but it should, without arguments, be in accordance with the profile you are targeting at.

          Consider that you are a mid-level help desk professional applying for a higher in-line position. You can definitely go on forward to use it as your job title to reflect what you seek.

          Help Desk Resume Skills

          Help desk professionals should understand consumers and their needs while clearly articulating the same for providing user-friendly solutions.

          Help Desk Resume: Key Skills

          Let's look at the following list of help desk resume skills from an IT help desk resume example.

          Key-Skills

          Help Desk resume skills are a sure shot way to level up your help desk resume game.

          A big number of help desk resume samples do not feature the key skills sections.

          Key Skills can be displayed in your help desk resume by following these basic rules. There are 3 simple rules to state your key skills:

          1. Bullets all the way! Separate every key skill with them.
          2. Add the Key Skills section just below the professional summary section.
          3. Statements are redundant. Avoid them! Key skills should be in small phrases. Don't write "proficient in troubleshooting issues". Just write "troubleshooting".
          4. Make sure that they are going in line with the work you have done but also incorporate the keywords given by the recruiter in the job description
          5. Abbreviations? REDUNDANT! They confuse the recruiters. Use the expanded form at least once and then use the abbreviated form.

          As mentioned in the above image, there are many such key skills which come in accordance with the help desk resume you are making.

          Help Desk Resume: Technical Skills

          Help desk resumes should comprise help desk resume skills and certifications in IT project and service management frameworks like ITIL and Prince2.
          tech-skills

          In case you are applying for an IT help desk professional, you need to have an IT help desk resume.

          In such a case, the technical skills are also very important and need to be highlighted.

          Putting your technical skills in an IT help desk resume is a must - the software you are adept at, the databases that you know, the programming languages you are proficient in, etc.

          Help Desk Resume: Work Experience

          professional-experience

          The guidelines you follow while making a help desk resume exemplifies the steps you take to make a standard help desk resume:

          Bullets & one-liners

          The recruiters won't be merciful enough to skim through your entire help desk resume in depth. They just glaze through it in 6-10 seconds.

          Also understand that it is not by choice but by condition. It's not just your profile but hundreds of others that have to be considered.

          Now, if this is the condition, then the ideal length of your help desk resume should be 2 pages.

          Hence, it is important that you describe your work experience in multiple one-liner bullet points. Doing this is beneficial as it takes less space to begin with and also makes it easier for the recruiter to go through it while maintaining a proper flow.

          Bold Relevant Keywords

          Highlighting something in bold allows you to choose what you want to reader to emphasize on. This method has a very crucial role in the writing industry and the documents which are prepared.

          Everything you do - from drafting letters, application forms, cover letters or even answering a question in the exams - highlighting an important phrase or word plays an important part.

          Highlighting a text helps the reader to pay some extra attention to it as it is a deliberate action taken with a purpose to draw their attention towards it and showcase its worth.

          The same thing applies here while writing a help desk resume as well.

          Now, when you are targeting a recruiter with just 6 seconds to spare for you, it is very important to bold important words, phrases and numbers to make a long-lasting impact on them.

          Bucketing

          While going forward with structuring your work profile and putting up points in that section, you will get to see a number of points showing a particular trait you possess.

          To make a help desk resume more consistent, it is recommended that all the similar points are clubbed under a single sub-section or as it is called, a single "bucket". Doing this makes the recruiter's job of scanning your resume easier.

          To avoid making your help desk resume look like a dump yard of chunks and chunks of information reflecting no useful meaning in particular, bucketing is the only way to go forward to make it easy for the recruiter.

          Don't make it difficult for the recruiter to go through your help desk resume.

          If it happens, they won't even think twice before they move on to the next help desk resume!

          Key Achievements

          The duties you performed while working as a help desk professional is now put on the platter.

          But wait a minute! Think about it! Is that enough?

          What truly attracts a recruiter is the list of remarkable achievements that you have added under your folds while working as a help desk professional.

          Your achievements are surely gonna provide you with a better edge over the other applicants in the game.

          If you don't give importance to the achievements section and try to club it with the work experience, you will fail to bring out the x-factor that the recruiter might be eyeing at.

          For a unique portrayal of your achievements, it is important that you highlight them under a separate header under each work experience.

          Give the recruiter the eye-candy they are looking for.

          Always go with the right approach and do not forget to mention all the verbs under this bucket in the past tense because you have already achieved them all.

          Aligning Dates & other details

          Based on the extensive research involved in understanding the structure of help desk resumes and aligning them with the industry standards, the best way is to keep the company name and designation towards the left.

          In the same order, align the location of the workplace and dates towards the extreme right.

          Hiration Pro Tip: If you face any difficulty in the alignment of dates and company details to make them fit under the same lines, no need to worry. You can always use our Resume Builder to process the help desk resume quickly and align the details in place in an easy manner.

          Company Description

          The recruiter with just 6 seconds in hand is a poor chap. We need to give them a benefit of doubt.

          They have a gazillion of help desk resumes and multiple applications on their desk as they start the day. With such a lot on their heads, it is nearly impossible to spare any more time to go through details in depth.

          Here, it is our duty now that we make the job of the recruiter easy. Hence, it is really needed that we give them a brief one-line company description for all our work experience.

          After all, How and why would the recruiter know which company were you working in and what does it deal with? This is a lot to expect from them.

          Ok, I get it if it is a brand. But we cannot expect them to know about each existing brand on the face of the earth - given that now everyone calls themselves a brand.

          Also, look at it this way - the recruiter sees your help desk resume but all the help desk resumes they have been through before you, have a company description under every work experience and yours doesn't?

          Ring a bell? You lost a point here.

          So why would you want to miss it in the first place?

          The description of the company in your help desk resume also carries a positive impression on the recruiter proving that you value the worth of the companies that you worked with.

          Any kind of numbers or a related entity that quantifies something gets imprinted on the recruiter's mind.

          Words are all the same but the numbers are what provides the real value in a help desk resume.

          The most exotic way to describe the company where you worked earlier or are currently working is by providing figures around the current revenue of the company and the number of employees associated with it.

          This not only provides the recruiter with an idea about the company but also proves your stature of not being just any normal candidate in the lot.

          Start Date and End Date

          The more important it is to correctly align the date, the more it is important to mention the joining and resignation date from a company.

          This is important as it provides the recruiter with the stability factor they are looking for. Mentioning such details provides the recruiter with insights on how long did you serve the company you were working with.

          Let your mind not divert from the point that we are working to give the recruiter a sigh of relief by making their work easy and smooth.

          The recruiter should not feel perplexed with the information in the help desk resume or get aggravated by it. That would be a wrong move.

          Moving forward, the exact date of joining is something that not everyone remembers, especially when a person is working in a company for a long time, say 18 years or so.

          That is why the date of joining is not something which is important to be put on a help desk resume. The most accepted format is that of the month of joining followed by the corresponding year, going on to the month and the corresponding year of resignation.

          Also, it is only appropriate to mention the first three letters of the month and the last 2 digits of the year - "Jan '06 - Dec '18"

          Reverse Chronology

          Reverse chronological resume format is the most basic and widely accepted format from a long time dating back to starting ages of employment industry.

          Pick even the oldest of the help desk resumes you can find. In each of it, you would see that the most recent work experience is always at the top.

          This is further followed by other jobs that you have done previously.

          There are 3 particular reasons to this as to why a help desk resume should be in the reverse chronological order:

          1. Global Acceptance.
          2. ATS compliance
          3. Serves considerably as an easier job for the recruiter to scan

          Numbers are Important

          Being a help desk professional, you must have resolved a number of customer complaints or you definitely would have provided troubleshooting solutions to clients.

          And you must have documented details of every customer on a daily basis.

          We understand. But you need to put yourself in the shoes of the recruiter and think for yourself.

          Will they understand?

          A recruiter will only get to understand the worth of your contribution only if you provide some potential figures to display that information via the help of numbers, percentage, ratio, etc. Words are not your real friends here.

          Grammar is important too

          Always start all the one-liner points with a power verb.

          Every point should be in present continuous tense for the current company (except the key achievements subheading).

          Moving forward, for all the other work profiles you were in previously, the one-liner points should begin with a power verb with all the lines in past tense.

          To take an example, for your current work experience you would say:

          • Managing key client accounts and processing billing & field service requests
          • Troubleshooting hardware, peripherals and software issues and proffer relevant recommendations

          For the company you have worked earlier, put them as:

          • Managed client accounts and processed billing & field service requests
          • Troubleshoot hardware, peripherals and software issues and proffer appropriate recommendations

          Just For a Reminder!!!

          Key Achievements section will always be in the past tense as it portrays something that you have already achieved - even if it's in the current profile.

          Help Desk Resume: Education details

          education

          After the work experience section comes the education section where all your academic information is added.

          This also should be put in the reverse chronological order just like in the work experience. Your recent education should be on the top followed by the course you took earlier.

          Check out the example attached above for a better understanding.

          Here, one important factor that you should be concerned about is that a standard help desk resume is only 2 pages long. No need to fit in all the projects and other irrelevant details here.

          If you have achieved anything remarkable during your academic tenure, that information can be separately put under the section of 'Awards & Achievements'.

          Help Desk Resume: Certifications & Training

          C---T

          The kind of competitive world we live in today, certifications have a crucial role to play.

          There are a gamut of certifications for a professional help desk profession to acquire.
          More the number of certifications portraying your diverse help desk resume skills, more are the chances of you getting shortlisted.

          The most appropriate way to go about mentioning your certifications is to put it under a separate section in the help desk resume.

          Mention the certifications with the respective authority providing it and the year you received it in.

          In case, if you have taken certifications and also have undergone training, make it a point to put them together under the "CERTIFICATIONS AND TRAINING" section.

          We are working to resolve the recruiter's problems rather than increase them.

          Are you still under confusion? Do you want to know more about the format in which the certifications should come? This is the solution: Guide to Certifications on a Resume.

          Hiration Pro Tip: For better coherence and to create a huge impact, align this section in the help desk resume, just below the education section. Reverse Chronology is the best way to go! Highlight important phrases in BOLD.

          Check out the list of certifications relevant for a help desk professional here:

          Help Desk Resume: Awards & Recognition

          awards-and-recognitions-1

          This section is what we were talking about earlier. Any remarkable achievement of yours during your college or prior to that while working for an organization will come here.

          This includes any title you received in any work profile for your excellence or any academic pursuit of yours.

          But remember, this should also be something which strengthens your help desk resume. Align it in that manner and avoid unnecessary details.

          Follow reverse chronological order, mention the event or the competition you won the award for, followed by the year in which you got it.

          Help Desk Resume: Co-Curricular Achievements

          C-C-Achievements

          This is the second last section in the help desk resume.

          Yes! That's right! You are just there at the edge of completing your professional help desk resume.

          This section of your help desk resume contains all the details of any achievements that you secured outside the work proficiency arena.

          Everything from sports to extra- curricular activities will go here.

          Help Desk Resume: Additional Information

          add.-info.

          The End is Here!

          This is the last section. You made it. A pat deserving performance that was.

          This section includes all the other information like languages, hobbies, interests in general, etc.

          Hiration Pro Tip: This section is more important if you're just entering the workforce - it can act as an icebreaker during interviews. If you have more than 5 years of experience, you can refrain from adding this section.

          And you are done!

          Help Desk Resume: Bypassing the ATS

          ATS is an abbreviation used for the Applicant Tracking System.

          Now, this particular software is designed to help the recruiters.

          How? Let me tell you.

          ATS is a specially designed software which oversees the first round of screening before the shortlisted resumes reach the recruiter for further shortlisting.

          As per the data received from a recent research conducted, more than 77% of the companies use ATS to accelerate the hiring process.

          So to reach a human recruiter's desk, your help desk resume needs to cross this so-called hurdle of a machine.

          How do you go about doing that?

          ATS works on keywords

          An ATS works based on a specific list of keywords which are fed to it manually by the employer.

          Now, these keywords are nothing to be afraid of. They are just a set of words used in certain job descriptions or are some industry-specific jargon and terms.

          So can you do about it?

          Put those keywords in your help desk resume and just get over that machine. Only do it if you think you can substantiate them or justify the same in interviews.

          Did it make you recollect the research that we asked you to conduct in the beginning?

          Tailor your help desk resume to your target job

          Let's face it, you are probably going to make just one help desk resume and that would be it.

          But the point is that you can not use it for every company or any job there is.

          A help desk resume prepared on a pre-defined pattern will only get you a few numbers of interviews.

          But, if you really are passionate about your work and want to reflect an outstanding persona, the help desk resume that you are making should be tailored in a way that it fulfills all the requirements of the targeted company.

          All you have to do is use the research that you did earlier as mentioned at the beginning of this article. Just tweak the help desk resume skills section and the summary to realign it towards a particular job description.

          Research plays a crucial role to help you make a job winning help desk resume for yourself.

          Formatting a help desk resume

          • As per the industry standards, circular bullets are the most professional symbol to use in help desk resume while putting up a point and not anything arbitrary. ATS is also designed to scan only these bullets.
          • Use a plain open sans font with a font size not less than 10 points. It should be readable for the recruiter. Use fonts such as Calibri, Open Sans, etc.
          • Reverse chronological order is the only way to arrange all your profiles and contributions.

          No Abbreviations

          The profile you are targeting for incorporates a lot of technological jargon in relation to software, product details, etc.

          To keep your help desk resume fool proof and avoid any discrepancy, it is advisable to use full forms even if this means expanding a long abbreviation. You can put the abbreviated form in a bracket to make it understandable for the recruiter.

          The idea is that there's no way to tell what keywords have been fed in the ATS. For instance, if the ATS lists "MBA" as a pre-requisite qualification, and you've written the full-form (Masters in...), even though they mean the same, there's no way to tell if the ATS will also process it in a similar way.

          Key Takeaways

          • Put all the key skills in the help desk resume keeping in mind the ATS compliance and other important factors.
          • The professional help desk resume summary should be assertive and between 3-5 lines.
          • Follow a reverse chronology for each section from work experience to education and certifications.
          • To end with, say NO to abbreviations.

          For assistance around your help desk resume summary, you may always reach out to us or use Hiration's content templates.

          As soon as you are done with your help desk resume in its entirety, you need to look for job applications to apply for. Visit our Guide on Best Job Sites and start applying!

          In case you have more queries, drop an email at team@hiration.com and we'll get back to you right away!