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Service desk agent skills for your resume and career

Updated January 8, 2025

6 min read

Below we've compiled a list of the most critical service desk agent skills. We ranked the top skills for service desk agents based on the percentage of resumes they appeared on. For example, 16.9% of service desk agent resumes contained customer service as a skill. Continue reading to find out what skills a service desk agent needs to be successful in the workplace.

15 service desk agent skills for your resume and career

1. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how service desk agents use customer service:

Provide excellent customer service for internal/external users directly via phone and email.
Provide builder direct customer service and administrative support for construction department.

2. Service Desk

The point of contact between a services provider or enterprise and the end-user is referred to as the services desk. A service desk enables businesses to effectively implement daily internal and external tasks. It also helps enterprises in communicating with their customers and tending to their requests effectively.

Here's how service desk agents use service desk:

Follow standard Service Desk operating procedures; accurately log all Service Desk Incidents utilizing the Incident management software.
Collaborate with regional Service Desks to provide global support and communicate service related matters.

3. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how service desk agents use technical support:

Documented all technical support communications in Hill-Rom ticketing system and exercising proper ticket handling per company procedures.
Delivered expert technical support to multiple CSC clients while maintaining top ticket quality and demonstrating excellent customer satisfaction

4. Data Entry

Data entry means entering data into a company's system with the help of a keyboard. A person responsible for entering data may also be asked to verify the authenticity of the data being entered. A person doing data entry must pay great attention to tiny details.

Here's how service desk agents use data entry:

Packaged review data and performed Data Entry DE1 and DE2.
Completed data entry using and tracked tickets in Service Manager.

5. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how service desk agents use troubleshoot:

Maintain and troubleshoot access to terminal and mainframe systems for end users and escalate unresolved issues using ITSM Remedy.
Diagnosed and repaired Computers to component and Software level Troubleshoot and resolved Desktop, Networks and Systems issues

6. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how service desk agents use phone calls:

Answered phone calls from customers regarding various computer issues; assisted customers in resolving computer issues according to Knowledge Base Articles.
Accepted various phone calls in the call center environment to deliver customer support.

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7. SLA

SLA refers to Service-level Agreement. It is an agreement between a customer and the service provider on the quality of service and what standards they must meet.

Here's how service desk agents use sla:

Provided remote desktop support per SLA to all Support Center end-users in the operation of supported systems, and approved applications.
Followed up and, or closed on all tickets left opened past Service Level Agreement (SLA).

8. Password Resets

Here's how service desk agents use password resets:

Handle password resets and assist with Authorized official registrations.
Provide customer assistance with routine inquiries and problems such as password resets, software, hardware, and network operations.

9. ITIL

Here's how service desk agents use itil:

Supported Incident, Problem, and Request Management (Remedy) processes utilizing the ITIL service framework and best business practices.
Service Requests and Incidents are recorded in ITSM Maximo using the ITIL standard.

10. VPN

A Virtual Private Network, VPN encrypts a device's internet access, activity, and identity through a secure server, making data theft and third-party traceability more difficult, and increasing the privacy and security of public and private networks, the internet, and Wi-Fi hotspots. The VPN is designed to protect one's system and network from being compromised.

Here's how service desk agents use vpn:

Assisted Siemens employees with VPN dial up and wireless connections when working remote to allow them access to the Siemens network.
Assist users with issues ranging from PC to account applications (SSL VPN, Mainframe, Outlook).

11. Software Applications

A software application is any computer program developed and used by consumers, such as Microsoft's suite of products (Office, Excel, Word, PowerPoint, Outlook, etc.), Internet browsers such as Firefox, Safari, and Chrome, or browser add-ons that Defendant preinstalls or causes to be preinstalled onto a Covered Product. The software application is designed to help the user perform specific tasks - personal, educational, and business functions.

Here's how service desk agents use software applications:

Developed and delivered presentations to illustrate functionality, features and capabilities of various MS Office products and site-specific software applications.
Supported the deployment, installation, and troubleshooting of pharmaceutical and productivity software applications for vendors and salesman.

12. Remedy

Here's how service desk agents use remedy:

Submitted, assigned, elevated tickets using Remedy ticket management system.
Assist programmers with Remedy database profile additions and revisions.

13. Network Troubleshooting

Here's how service desk agents use network troubleshooting:

Offer phone and Remote Support for PC hardware/Software, desktop and laptop, Network troubleshooting, Windows operating systems, etc.
Utilized Active Directory, Network troubleshooting, Goverlan, PCAnywhere, and Peregrine ticketing system.

14. Problem Resolution

A problem resolution refers to how a person identifies the problem, determining its cause, creating a reasonable solution, and implementing a conclusion. With the help of a client specialist, it is easier to handle such a situation. Problem resolution plays a vital role in helping resolve problems efficiently and effectively.

Here's how service desk agents use problem resolution:

Followed up on unresolved ticket issues and reevaluated to ensure problem resolution.
Perform troubleshooting, problem resolution and follow-up for secret classified users.

15. PCS

Here's how service desk agents use pcs:

Provided hardware troubleshooting for Laptops and Desktop PCs.
Remoted into user's PCs to install/uninstall company approved programs.

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List of service desk agent skills to add to your resume

The most important skills for a service desk agent resume and required skills for a service desk agent to have include:

Customer Service
Service Desk
Technical Support
Data Entry
Troubleshoot
Phone Calls
SLA
Password Resets
ITIL
VPN
Software Applications
Remedy
Network Troubleshooting
Problem Resolution
PCS
Customer Issues

Customer Support
Incident Management
Technical Issues
Inbound Calls
Customer Satisfaction
Technical Problems
Mac
Reservations
Account Management
Telephone Calls
Remote Support
Windows XP
User Issues
Lotus Notes
Remote Desktop
Application Support

Call Tracking
Mainframe
Citrix
Incident Tickets
Phone Support
Microsoft Windows
Trouble Tickets
Software Issues
Technical Assistance
Help-Desk Support
Mobile Device Support
Servers
SharePoint
Computer System
Desktop Support

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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