How to Present Your Contact Information
- Full name.
- Professional email address (avoid unprofessional ones).
- Link to your portfolio, LinkedIn, or relevant online profiles (if applicable).
- Phone number with a professional voicemail.
Dynamic and results-driven Service Desk Manager with over 8 years of experience in IT service management and customer relations. Adept at leading cross-functional teams to achieve service excellence and enhance client satisfaction. Successfully reduced average resolution time by 30%, while increasing team efficiency by 20%. Committed to leveraging expertise to foster an innovative and high-performing service environment.
Technical Skills:
- ITIL Certification
- ServiceNow
- Remote Support Tools
- Incident Management Systems
- Performance Monitoring Tools
Soft Skills:
- Leadership
- Communication
- Problem-Solving
- Time Management
- Customer-Oriented
KPIs (Key Performance Indicators):
- Average Resolution Time
- Customer Satisfaction Score
- First Call Resolution Rate
OKRs (Objectives and Key Results):
- Improve customer satisfaction by 15% over the next year
- Reduce average resolution time by 20%
- Increase first-call resolution rate by 10% within six months.
List your experience in reverse chronological order. Focus on achievements, responsibilities, and quantifiable outcomes.
Right Example:
- Led a team of 15 service desk agents to achieve a 92% customer satisfaction rate, improving team efficiency by streamlining ticket resolution processes.
- Implemented an incident management system that reduced average ticket resolution time by 25%, leading to enhanced client trust and retention.
- Coordinated with IT departments to initiate a proactive monitoring tool implementation, decreasing system downtime by 30%.
Wrong Example:
- Responsible for overseeing a service desk team.
- Implemented new systems to improve operations.
- Worked with other departments to fix technical issues.
