Help Desk Officer Resume Sample

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Help desk officer with six years providing first- and second-line IT support for businesses in Birmingham. The friendly first point of contact for IT problems — logging and resolving tickets, supporting users with hardware, software and accounts, and keeping people working with minimal disruption. Improved first-contact resolution by building a knowledge base and tightening the ticket process. Handles incidents and requests, troubleshoots desktops, software and accounts, manages Active Directory and basic networking, and escalates the tougher issues with clear notes. Strong on both the technical troubleshooting and the patience and communication good support needs. Calm, helpful and genuinely good with frustrated users. Looking for a help-desk, IT-support or service-desk role with an organization that values responsive, friendly support.

Professional Summary

Birmingham IT Services - Birmingham, UK

Help Desk Officer April 2017 to Present 9 years & 3 months

Provide the first- and the second-line IT support as the friendly first point of contact.
Improved the first-contact resolution by building a knowledge base and tightening the ticket process.
Log and resolve all the incidents and the requests for the hardware, software and accounts.
Troubleshoot all the desktops, the applications and the user accounts and reset their access quickly enough.
Manage all the Active Directory and the basic networking and escalate the tougher issues clearly.
Keep all the users working with the minimal disruption and always with a genuinely helpful manner.