HELP DESK SKILLS, EXPERIENCES, AND JOB REQUIREMENTS

Published: Jun 17, 2025 - The Help Desk Professional provides technical assistance by diagnosing and resolving issues related to hardware, software, and network systems. This role requires strong analytical skills, effective communication, and the ability to manage support tickets promptly. The individual contributes to operational continuity by ensuring system reliability and delivering high-quality user support.

Essential Hard and Soft Skills for a Help Desk Resume
  • Issue Resolution
  • Software Configuration
  • System Repair
  • Microsoft Support
  • Security Procedures
  • Ticket Management
  • Technical Support
  • Hardware Troubleshooting
  • Profile Management
  • System Configuration
  • Customer Support
  • Issue Escalation
  • Team Collaboration
  • Call Handling
  • Process Improvement
  • Service Delivery
  • SLA Compliance
  • Staff Training
  • Feedback Handling
  • User Onboarding

Summary of Help Desk Knowledge and Qualifications on Resume

1. BA in Network Administration with 6 years of Experience

  • Working experience in technical
  • Ability to obtain and maintain a public trust security clearance
  • Strong written and oral communication skills
  • Strong computer hardware and software skills
  • Must possess an overall understanding of Help Desk operations and technical phases of the job and have Windows technical skills
  • Must have excellent customer service skills with the ability to communicate clearly and effectively, also experience in following documented policies and procedures
  • Must have a desire to learn new skills and take the initiative to improve their performance through on-the-job training
  • Must be available to assist in the development and modification of procedures
  • Must be able to adhere to the training schedule without any absences
  • Experience troubleshooting Apple macOS (OSX) and iOS hardware and software
  • Experience working from home in an IT support role
  • Experience with Windows 10 and Microsoft Office 2016 or later
  • Experience with Microsoft Active Directory password resets, account unlocks, account creations, and troubleshooting

2. BA in Cybersecurity with 4 years of Experience

  • Foundational knowledge in Microsoft Outlook
  • Working experience in the Microsoft Office Suite
  • Command of Microsoft Office 365
  • Proficiency in Basic Troubleshooting
  • Comprehensive knowledge of PC desktop/workstations
  • Good understanding of IT support ticketing systems
  • Comprehension of basic networking concepts
  • Strong problem-solving and analytical skills
  • Demonstrated excellence in installing and configuring operating systems, networked and local printers, and business applications
  • Experience within the Maintenance or Facilities Management sector

3. BA in Software Engineering with 7 years of Experience

  • Experience in a technology call center environment
  • Experience in financial technologies support
  • Ability to utilize multiple resources to determine causes and resolutions of technology problems and incidents
  • Experience with technology ticketing systems
  • Excellent communication skills both verbal and written
  • Must be able to appropriately convey ideas, concerns and opinions across differing levels of management
  • Be proactive, enthusiastic, flexible and results-driven with attention to detail
  • Must be a team player who must be able to work under pressure, juggle multiple priorities, and use initiative to meet deadlines without close supervision
  • Experience working in a large enterprise IT Organisation
  • Ability to consistently meet or exceed performance targets and goals correlated with call handling and customer service
  • Able to provide technical assistance and support on escalations and difficult customers
  • Able to provide guidance and demonstrate superior Client Care
  • Able to provide subject matter and functional expertise to help specialists and agents
  • Able to support Team Managers with complex and critical impact escalations/incidents and drive them to resolution
  • Demonstrate support of GSD&E technology evolution by providing ideas, inputs and support for project activities
  • Able to assist analysts in providing first-line support when workloads are high
  • Able to identify and report trends in volume to get in front of a potential major incident or impact as early as possible 
  • Must be creative, and be able to motivate, coach and lead others
  • Ability to represent the Service Desk and provide Operations Manager cover

4. BA in Information Systems with 2 years of Experience

  • Initiative and willingness to work independently
  • Critical thinking and dedication to IT excellence
  • Able to take direction from the helpdesk manager to complete key projects
  • Working experience in Finance/banking/Payroll
  • Working knowledge to implement/support/maintain

5. BA in Information Technology with 3 years of Experience

  • Working experience in managing a technical support team
  • Work experience in information technology with a focus on general IT support
  • Experience working on local and wide area networks
  • Able to understand IT terminologies
  • Must have the capability to troubleshoot issues that are related to IT issues
  • Able to work with customers to achieve overall project objectives
  • Able to reliably complete assignments with limited supervision, and to help lead the actions of others to accomplish complex or extended work assignments
  • Experience working in a global environment across multiple time zones

6. BA in Computer Science with 5 years of Experience

  • Help Desk or Support Desk experience in a professional services organization
  • Proficient in the use of Microsoft Office applications (2013/2016/365) 
  • Proficient in the use and support of SharePoint 2013/2016
  • Knowledge supporting Windows 10 OS, ChangePro, Metadact, Litera, Innova, Adobe, Nuance and Mimecast
  • Experience and/or knowledge of document management systems such as OpenText, iManage and NetDocuments
  • Experience deploying agents to and troubleshooting iPhone, Windows and Android devices
  • Knowledge of running and troubleshooting videoconferencing equipment
  • Experience with Videoconferencing Software, such as Zoom, WebEx, and Microsoft Teams
  • Experience with multifactor authentication and use with Citrix XenDesktop and VPN connections

7. BA in Systems Administration with 4 years of Experience

  • Working knowledge of asset management / CAFM systems
  • Good communication skills both verbal and written
  • Able to work under pressure and meet deadlines
  • Able to motivate and lead the HD team
  • Previous experience working on a busy client HD
  • Ability to react to the needs of the contract and prioritise workload
  • Good decision-making skills
  • Ability to communicate and work effectively with customers, employees and teams at all levels
  • Excellent motivational and influencing skills with high levels of personal integrity
  • Ability to develop and maintain excellent working relationships
  • High level of flexibility and a positive attitude to innovation and change

8. BA in IT Management with 6 years of Experience

  • Strong knowledge of Windows and Office 365 (Administration, Outlook, Excel, Word, PowerPoint)
  • Strong knowledge of PC Hardware and associated peripherals, Macintosh hardware and MacOS
  • Strong knowledge of Microsoft patching Windows Desktop Operating Systems
  • Experience in Networking including Subnets, NAT, DHCP, DNS, etc.
  • Experience with Microsoft Windows Server
  • Experience with Virtualization and Firewalls
  • Attention to detail and accuracy
  • Good time management skills and able to multitask
  • Excellent organization skills
  • Ability to work well and communicate with all areas of the company as well as external customers and vendors
  • Advanced PC/keyboard/navigation skills
  • Highly motivated, energetic, self-starter
  • Adaptable to change and able to work under pressure