Whether you’re just starting out as an IT help desk professional or looking to climb the career ladder, a strong resume is your first step to impressing potential employers.The role is part of a category with promising growth and is an in-demand role, according to Robert Half’s Demand for Skilled Talent report. Let’s explore what this role typically involves and how to craft an impactful IT help desk resume.
As an IT help desk professional, you’ll be the go-to person for customers or colleagues needing assistance with hardware, software, network issues or other tech problems. Your daily tasks might include troubleshooting technical glitches, recording user support tickets and installing new products. You could also find yourself training users, monitoring systems and collaborating with other IT specialists to address complex issues.The specific duties of an IT help desk professional can vary depending on the size and type of organization. In smaller companies, you might be the sole IT support person, handling a wide range of tasks. In larger firms, you might specialize in a particular area, such as network support or software troubleshooting. And you might provide support remotely, through the phone, email or chat, or in person by visiting users’ workstations.
Your IT help desk resume should be concise and focused, ideally fitting on a single page. Start with a header containing your name and contact information, followed by these essential sections:Brief summary of what you can bring to the jobHistory of recent employmentEducationSkills Position your resume summary directly below your contact details — and then arrange the rest of the information based on your professional experience. The most common resume format — and the one preferred by most hiring companies — is chronological, which leads with your work history. However, if you’re a recent graduate or seeking an entry-level role, a different format that emphasizes your key skills and qualifications might be more suitable.Using the same generic resume for every application won’t get you very far, so tailor each one to the position you’re applying for. Carefully review each job posting, identify the desired skills and experience and adjust your resume accordingly. Here’s a closer look at how to approach each section of your IT help desk resume:A brief summary of what you can bring to the jobThink of this as your elevator pitch – a concise yet convincing argument for why you’re the ideal candidate for the job. In a short, punchy paragraph, highlight relevant qualifications and skills. For example:IT help desk professional with 5+ years in the IT support and data center fields. Proficient in troubleshooting hardware and software issues and user account management. Certified in CompTIA A+, with a proven track record of reducing ticket resolution times by 25%. Strong teamwork and customer service skills.Although this section comes near the top, wait until you’ve finished with the rest of the resume to refine it. That way, it will preview what’s to follow.History of recent employmentList the jobs you’ve done thus far in your career, starting with your current or most recent, and use bullet points to highlight key responsibilities. Remember to:
Use strong verbs, such as “solved,” “resolved” and “managed.” For example, “resolved 50 user tickets per week” packs a bigger punch than “responsible for 50 user tickets per week.”Mention specific metrics where possible, such as percentage improvement in resolution time, number of tickets successfully closed, or customer satisfaction scores.Emphasize soft skills like customer service, teamwork and time management. For example, “Collaborated with cross-functional teams to resolve complex technical issues, minimizing downtime and contributing to high customer satisfaction.”EducationIn addition to the degree(s) you’ve earned, you can mention relevant courses, workshops or seminars related to IT or help desk support. Include any industry certifications you’ve earned, such as certified ethical hacker (CEH), certified information security manager (CISM) or project management professional (PMP). If you received academic scholarships or other recognitions, list them here as well.SkillsThis section is your opportunity to quickly demonstrate that you have the key skills and qualifications the employer seeks. Instead of listing every skill you have, focus on capabilities that best align with the job requirements.
Here are some more tips for showcasing your skills:Lead with your technical skills, especially those specifically mentioned in the job posting.Cite specific examples from your employment history that demonstrate these skills in action.Quantify your skills whenever possible. For example, instead of saying “proficient in troubleshooting,” state “successfully resolved 95% of user-reported technical issues.”Incorporate relevant soft or interpersonal skills mentioned in the job description that you possess.
While outstanding technical and communication skills are essential for success as an IT help desk professional, these additional skills can set you apart:Cybersecurity knowledge. With the increasing importance of data security, organizations value professionals who understand cybersecurity principles and can help protect sensitive information. Problems users encounter are often related to new or stepped-up security features, so you need to stay on top of those at the company you join. Highlight any relevant certifications or experience in this area, as it can open doors to future roles in IT security.Training and mentoring skills. Help desk professionals often share their expertise by training users or mentoring new hires. This could involve teaching clients or colleagues to use new software, conducting security awareness sessions, creating user manuals or even developing video tutorials. If you have experience in teaching, facilitating workshops or creating educational content, be sure to include these transferable skills in your resume.Problem-solving and analytical skills. Knowing how to quickly analyze and diagnose technical issues is vital for a help desk professional. Highlight instances where you’ve successfully identified and resolved complex problems, demonstrating your resourcefulness and ability to think on your feet.Writing a compelling IT help desk resume is your first step towards landing a fulfilling role that’s both challenging and rewarding. It could also lead to opportunities in other IT fields that interest you, from network architecture to security and risk management.
