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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT service management and service desk operations, with a strong focus on incident management, technical support, and adherence to SLA targets. Proficient in utilizing ITSM and ITIL frameworks to enhance service reliability and optimize workflows.
Highest-signal resume keywords
ITSM Framework ExpertiseITIL Framework ExpertiseIncident Management ExperienceActive Directory ManagementService Desk Operations
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementTechnical SupportWindows 10/11 AdministrationNetwork TroubleshootingRemote Desktop TroubleshootingHardware SupportSoftware SupportVPN TroubleshootingProcess ImprovementKPI Reporting
Soft Skills
CollaborationProblem-SolvingDocumentation
Tools & Technologies
ServiceNowRemedyJira Service ManagementMicrosoft 365Active DirectoryTicketing Tools
Certifications & Qualifications
ITIL FoundationMicrosoft Certified: Modern Desktop AdministratorCompTIA A+Azure Fundamentals (AZ-900)
Industry Keywords
Service Desk OperationsSLA ComplianceITIL GovernanceEndpoint ManagementVendor Management
Tech Stack
Tools & technologiesAzureITSMServiceNowTCP/IP
About the role
Key responsibilities & impact- Lead service desk operations, ensuring prompt resolution of user issues and adherence to SLA targets
- Drive incident and change management processes using ITSM and ITIL frameworks to enhance service reliability
- Troubleshoot and resolve hardware, software, network, VPN, and email-related incidents for end users
- Administer user accounts, password resets, and access requests via Active Directory and ticketing tools
- Monitor ticket queues, escalate complex issues, and maintain accurate documentation in the knowledge base
- Collaborate with infrastructure, network, and application teams to resolve cross-functional incidents
- Identify and implement process improvements to optimize service desk workflows and increase efficiency
- Report on service desk performance, KPIs, and SLA compliance to support operational excellence
Requirements
What you’ll need- At least 4 to 6 years of experience in IT service management and service desk operations, including hands-on expertise in incident management and technical support
- Experience with service desk operations
- Incident management experience
- ITSM and ITIL framework expertise
- Windows 10/11 administration
- Active Directory management
- Ticketing tools: ServiceNow, Remedy, Jira Service Management
- Microsoft 365 support
- Remote desktop troubleshooting
- Network troubleshooting, including TCP/IP and VPN
- Hardware and software support
- Preferred: Azure Active Directory administration
- Preferred: Endpoint management
- Preferred: Basic server administration
- Preferred: ITIL governance and escalation management
- Preferred: Vendor management
- Preferred: KPI and SLA reporting
- Bachelor's degree in Computer Science, Information Technology, or a related field is listed as a desired qualification
- ITIL Foundation certification is listed as a desired qualification
- Microsoft Certified: Modern Desktop Administrator is listed as a desired qualification
- CompTIA A+ or Azure Fundamentals (AZ-900) certification is listed as a desired qualification