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help desk supervisor

  • 2nd Level Support Onsite Engineers for Xerox Products 
  • Troubleshoot on Xerox Devices Printer, Fax and Scanner All in one – Manage over 16 employees Daily Reports & Metrics
  • Daily Meetings check Metrics Performance with Client 
  • Recruiting, training and supporting help desk representatives and technicians 
  • Ensuring customer service is timely and accurate daily basis 
  • Contribute to improving customer support by actively responding to queries and   handling  Complaints –
  • Establish best practices through the entire technical support process  Follow up with customers to identify areas of improvement – Provide Feedback to agents weekly  

help desk supervisor

  • Provided assistance to the sales representatives.
  • Received, analyzed, and resolved any problem or irate calls.
  • Trained new hires on system and product knowledge.