With the introduction of IT Front or helping Desk Officer, it has become very easy for the customers to get on-the-spot help. They are called IT Front Desk Officers or Customer Services Officers. The area of Information Technology is so gigantic that you see several complain cases every hour. It becomes impossible for the receptionist to make arrangements for such a huge number of customers with minor or not major technical problem complaints. An IT Customer Services Officer solves half of the problems in the nick of time providing guidance and assurance. Hence he provides maximum help at the minimal of time. As your resume is your first interface with the recruiter make sure to highlight your qualifications and experiences that are in accord with the recruiter’s requisites. We have given below a resume sample. In this resume, we have provided a detailed account of the applicant and all experience that is necessary for this post.
IT Helping Desk Officer Resume Sample
Name: XYZ
Contact No. 000
Nationality: 000
E-Mail :
Applied For: IT Front desk Officer/IT Officer/ Network Helper/helping desk Analyzer
Objective:
A result-oriented Team Player with expertise in devising strategies aimed at enhancing overall organizational growth, sustained profitability of operations, and improved business performance. Proven skills in planning, analyzing, sizing, and optimizing capacity to satisfy demand promptly. Expertise in handling voice & blended portfolios for US &UK clients. Possess excellent interpersonal, communication & organizational skills with proven abilities in team management, customer relationship management & effective crisis resource management.
Business Skills:
- Implementing systems, migrating systems to upgraded versions to achieve maximum efficiency in various operations, and spearheading process improvement initiatives.
- Achieving & driving the targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets, and being involved in planning for the process.
- Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.
- Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs and work processes.
- Troubleshooting quality of Voice Issues
- Troubleshooting High Availability Features
Experience :
ABC Solutions (Pvt) Ltd.
Franchise Front Helping Desk Officer
Key Responsibilities:
- Interacting with customers to understand the requirements.
- Allowing customers to maintain complete visibility and control of their network through a secure, customer Web portal that provides a real-time and historical view of their network status.
- As Level 1 Support, I’m responsible for all incident-related cases as well as preliminary investigations of problem tickets. Performed Quality audits for the open and closed incidents created by the team.
- Worked with the service request and also Ensured continuous communication & coordination with clients in the event of SEV 2 and SEV 3.
- Ensure positive client satisfaction and client relationships are maintained for service delivery.
- Deliver on service commitments and participate in account plan/strategy.
- Learning reporting to pull the floor stats such as AHT, ATT, CSAT…etc in MS EXCELL and symphony.
- Worked on incidents/Tickets using Service Now and Manage Now ticketing tools.
- Ensure SLA / SLO attainment as agreed in SOW
Education, Training & Certification:
- Bachelor of Engineering in Electronics and Communication Engineering with 73% from C. Abdul Hakeem College of Engineering and Technology affiliated to Anna University, Chennai, – Tamil Nadu
- HSE with 66% from Govt. Muslim Hr. Sec. School,Vellore-632001- Tamil Nadu
- SSLC with 71% from Govt. Muslim Hr. Sec. School,Vellore-632001- Tamil Nadu
Domain Knowledge/ Skill Set:
- Using RCA Methodologies/Function for Process Improvement
- Data Analysis using MS Excel.
- Creating & updating Standard Operating Procedures.
- Customer Handling Skills trained.
Technical Skills/ Skill Set:
- Platforms – Window-XP, Window 98, win7, win Vista, MAC,
- Cisco VoIP – Cisco Call Manager, Voice Gateways, Unity Connection, TFTP, DHCP, CDP,FTP, Configuring T1, E1, FXS, FXO Ports, ISDN,
Gateways H323 / MGCP, Call signaling SIP / SCCP, SRST, Basic Switching and Routing & Voicemail Unity Connection / CUE
- Application – MS office 2003, 2007,2010, MS word & MS Excel, Opera, Salesforce, ServiceNow