How to Write a Help Desk Resume That Will Stand Out in 2018

What you need for a winning help desk resume:

You need a help desk resume that captures your humanity and shows your technical experience, here are the most important factors to keep in mind.

  • Choose a length that is right for you, taking into account the technical skills, projects, and career experience you wish to highlight. Most often, one page will be enough.
  • Quantify your impact in previous roles with a metric, percentage, or number whenever possible
  • Describe support solutions by detailing key events in which you used initiative to solve problems that presented themselves (e.g., disgruntled customer)
  • Highlight your interpersonal skills to show the recruiter how you’re able to communicate with others and come to resolution in times of conflict
  • Personalise your resume with your own flair; from picking a readable and sleek design right down to including a resume photograph (if permitted in your industry)
  • Send your resume to a colleague, recruiter, or someone that works in your organisation of interest for a resume review

Overall, a successful help desk resume blends your professionality and personality. It’s about how you package your technical skills and individuality. The struggle doesn’t center around what you have, but rather how you convey it to the recruiter. You need to demonstrate culture fit and that you can deliver results. You need to demonstrate your ability to work with others - even in high-pressure situations.
The best way to learn how to do this is to see others who’ve already succeeded. That’s why we’ve collaborated with all kinds of professionals in customer support and elsewhere to learn what made their resumes so successful.

Best Help Desk resume examples by users who got hired

How to write a help desk resume

Create the perfect resume header

Your resume header is the first thing recruiters look at when your resume comes across their desk or shows up on their computer screen. Over 70% of recruiters search for your name as the first item of information on your resume. When recruiters use automated tracking systems (ATS) for screening resumes, your header will dictate the format of your resume. Taken together, this highlights the importance of building a resume header with defined margins, readable fonts, and all of the information the recruiter will search for.
Resume headers become particularly important for help desk resumes as they empower you to provide additional links to your personal resume website, LinkedIn page, or a portfolio of your technical work. This is about telling the recruiter who you are, how they contact you, and where they can go to find out more about you.

Craft a one-pager (with exceptions)

The rule of thumb when it comes to resume length is one page per 10 years of experience. With only six seconds devoted to resume screening, there’s no need to distract the recruiter with extraneous materials. Be specific, keep your achievements measured, (where possible) and make sure it is relevant to the position you’re applying for.
Just remember, this isn’t about you, it’s about the recruiter. So when you’re choosing what to include and what to cut, keep them in mind. If it won’t affect your chances of getting hired to omit something, then take it out. With the customer support industry growing, recruiters will be looking to fill positions as efficiently as possible. Rummaging through three pages of fluff is not the way to do this. See how Daniel built his one-page customer support resume below.

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Provide evidence of your solutions

Solving customer queries is not always a paint-by-numbers job. At times, you’ll be tasked with coming up with creative solutions to person-specific issues. If you have prior experience in customer service, now is your time to highlight it. Think outside the box if a previous experience is not coming to mind - even de-escalating issues with customers while working at a checkout is valuable experience. You can include such experience in an Achievements section or Most Proud of section of your resume.
Daniel accomplished this by including a Projects section, where he describes a browser extension he built to remind customers to cancel PayPal subscriptions.

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Discuss, don’t list

Plenty of resumes go on about how things were “managed”, “improved”, or “optimized”. But the average recruiter doesn’t pay any attention to such general statements. Instead, mention exactly what you have done. “Lead a customer support team of 20 professions, improving customer satisfaction by 25%” These statements are more likely to get you noticed compared to simply listing your duties.
Sophie utilized this strategy in her role as Head of Loyalty with Avis Budget Group.

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Use individuality to your advantage

Recruiters are more likely to remember a candidate who seemed like a real person with interests and personal aspects which made them unique. This can be including a compelling personal website or mentioning some of your passions. Bringing your personality across and giving insight into who you are more than what you do allows the recruiter to assess culture fit, determine your impact on team dynamics, and in some cases, determine your suitability for the position.
For Lidijá, bringing her sensibility across was essential as she’s working in IT Support. Communicating with the public each day, it was important for the recruiter to learn things about her and assess her relatability. She brought this individuality across by including her personal photo and by mentioning projects that were important to her.

What 10 elements recruiters and hiring managers are looking for in your help desk resume

When it comes to writing your resume, here are 10 elements to keep in mind and how to address them. Just know that you don’t necessarily need them all, so choose wisely based on what the recruiter is looking for and what you have to offer.

1. Personal Summary
2. Find me online
3. Language ability
4. Technologies
5. Most Proud Of
6. Interpersonal Skills
7. Word-per-minute
8. External Courses
9. My Time
10. Projects

1. Personal Summary

Tech recruiters are interested in the commitment it took employees to get where they are; your personal summary is the perfect way to show this. Especially for those working customer support, your personal summary can give a succinct overview of your career history and future desires, as well as some information on the areas you’re most skilled in. Recruiters have just a few seconds to look through your resume, your personal summary can act as the perfect snapshot of you in the six seconds recruiters take to screen your resume. It can also give insight into your culture fit. As Daniel’s example shows, your personal summary can introduce how you work best.

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2. Find me online

Resumes can only tell so much of your story. In-depth description of projects and expertise can take more time to explain. Linking to your LinkedIn page or website is essential to give recruiters another avenue to explore should your resume entice them. This way, you can grab their attention with your resume and seal the deal with your other resources.
Daniel does this by including his Useful Links section, which includes his GitHub and LinkedIn Profile.

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3. Language ability

Your ability to communicate in different languages is desirable in a field that involves heavy communication. To the recruiter, it shows you are capable of handling customer concerns and communicating globally, but it also indicates you’ll bring knowledge of group-and-culture-specific needs

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4. Technologies

Customer support representatives need to be tech savvy. It doesn’t matter what line of work you’re going into, there will always be some form of technology you will need to navigate. Whether this is logging customer complaints in a database, chatting with customers on Live Chat, or managing customer relations on SalesForce. Recruiters will be interested to see if you have any experience with these systems.
Dedicate a section of your resume to your technological experience. Hillary did just that with her Tech Toolkit.

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5. Most Proud Of

A Most Proud Of heading allows you to bridge your achievements and personal interests in one place. The most effective way of doing this is describing a milestone in your career that took skill and meant a lot to you. For Hillary, one of her Most Proud Of moments was serving as a SalesForce Administrator.
A Most Proud Of section can accomplish many things for your help desk resume. For starters, it blends professionality and personality in a way that cuts down on text. It also provides the recruiter with a story of your career that’ll intrigue them to call you for an interview.

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6. Interpersonal Skills

Customer service is founded on interpersonal skills. Not only are these important for communicating externally with clients, but internally with upper management and colleagues. Your interpersonal skills will be what carry you to success and allow you to impact the bottomline.
Rather than simply stating you have high interpersonal skills, quantify these (as mentioned in step one). Perhaps you were involved in communicating with a team of 5 or you sent 50+ emails per day in a prior role. You can easily include your interpersonal skills within a Strengths section on your resume.

7. Word-per-minute

Customer support representatives will have to deal with a high amount of customer communication. Being able to type quickly and accurately is an major advantage. Including your average words-per-minute on a resume is a clearly beneficial skill that will entice a recruiter to offer you an interview. This is another example of a skill that can be mention in a Strengths section on your resume.

8. External Courses

On-the-job training can be great, but your decision to go above-and-beyond your job requirements and become qualified in other areas is a great plus for recruiters. Much like your personal projects, it shows a level of dedication that’s highly valued. If you’ve taken any courses on Coursera or Udacity, for example, these would be wise to include on your resume.

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9. My Time

Your hobbies and interests can give insight into your ability to communicate with others and work on a team. They can also indicate your ability to hold conversations with customers and make them feel valued. A great way to demonstrate this on your resume is to include a My Time section. The My Time heading is an Enhancv staple. This heading allows you to detail what you dedicate your time to throughout the day, throughout the week, throughout your career, or even in life. It’s a simple visual that a recruiter can quickly look at to see how you prioritise different aspects of your career. It’s especially influential when used to describe your activities in a typical day in your previous role.

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10. Projects

As previously mentioned, projects are a great way of showing your impact to the recruiter. Projects are influential as to they can show your skill without necessarily being tied directly to your line of work. Suppose you spent some time volunteering where you were involved in coordinating clean-ups of local communities. This project shows your ability to outreach, to lead, and to persevere.

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How to get a referral on LinkedIn for the business role you want

Employees referred to a position are more than 50% likely to get hired. Especially for an area that receives many applications, referrals can make a world of a difference for your help desk resume. Investing in your personal connections and building relationships with others in your field is one of the last steps you should take after creating your resume.
So before you start applying, be sure to check your 1st and 2nd degree contacts in both LinkedIn and in any other relevant groups you may belong to. If you don’t have strong connections in the industry you’re looking to establish yourself in, start making them now!
Check out our complete guide to getting job referrals for more actionable tips.

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