Brainstorming Achievements to Help in Writing
Your IT Help Desk Resume

Cynthia Funkhouser, CPRW

Whether you are writing your own IT help desk resume or collaborating with a professional resume writer, you may feel as though the most challenging task you have is brainstorming achievements to set you apart from competitors. You’re not alone. In fact, most of us find it difficult to recall specific accomplishments to impress potential employers.

Here are some key questions to refresh your memory about what you achieved on the job in past positions:

• What did users or customers praise about the service you provided? This feedback demonstrates client satisfaction, and you or your resume writer can write these commendations up as an achievement.
• What did management and other team members tell you they valued about your performance? For example, did anyone say you learned quickly on the job? Check through your old notes and performance appraisals.
• Do you have any metrics available that can be drafted into achievements? Did you exceed key performance indicators (KPIs) for first contact resolution or other metrics?
• Did you make contributions to documentation and increase efficiency by providing users with sources for help? Did you add information to a knowledge base? Did you help to write FAQs or other documentation?
• Were you designated a subject matter expert for any topic? Did your colleagues consult with you or refer clients to you for help with any specific type of issue?
• Did management select you to provide any training or orientation to other help desk agents? Have you answered questions from other help desk analysts informally, and did they rely on you for any type of assistance?
• Have you collaborated with any vendors to identify and resolve bugs in software or equipment?
• Did you have a record of perfect attendance?
• Have you received any awards or promotions?
• Did human resources recruit you to the position because of strong performance in a temporary position?

By establishing a record of accomplishments, you will appear to your best advantage when compared with other candidates for the most desirable help desk positions. This list should give you a jumpstart in beefing up your resume to stack up against the competition. Now that you have made your notes, be sure to keep them on file. Even if you don’t include everything in this resume, these achievements may serve you well in preparing for interviews or creating cover letters and other documents to market yourself in the future.

About the Author: Cynthia has conducted thousands of employer interviews for professional counselors working with clients seeking career change. She is also a certified professional resume writer through the Professional Association of Resume Writers. You may reach Cynthia through http://www.resume-editor.com.