IT

IT support specialist CV: example and template

This example is for help desk and service desk specialists at companies, service centres, schools, public offices and IT service firms, and for graduates and customer service staff who want to start working in IT.

The employer wants to know how many users you support, which tickets you resolve, how fast, in which systems and how you keep users satisfied. We show you how to describe this on your CV.

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Example CV: IT support specialist

All the details in this example are fictional. Treat it as a model of layout and wording, and replace the content with your own experience.

Kinga Szewczyk

IT support specialist

Olsztyn +48 123 456 789 kinga.szewczyk@example.com

Professional profile

IT support specialist with 4 years of experience, the last 2 on the service desk of an insurer with 1,500 employees. I resolve first and second line tickets, manage accounts in Microsoft 365, prepare laptops for new starters and write guides. I resolve 65% of tickets at first contact, and user satisfaction is 4.8 out of 5.

Work experience

IT support specialist, service desk

03.2023 - present

Insurance company, 1,500 employees, Olsztyn

  • First and second line tickets, about 400 a month.
  • 65% of tickets resolved at first contact, response time in line with the agreement.
  • Accounts, permissions and licences in Microsoft 365 and directory services.
  • Preparing laptops and phones for new starters, about 30 a month.
  • A knowledge base of 80 guides, satisfaction 4.8 out of 5.

Technical helpline consultant

06.2021 - 02.2023

Internet provider, Olsztyn

  • Helping customers set up routers.
  • Diagnosing connection problems.
  • Passing tickets to the technical service.

Education

IT technician

2016 - 2020

Electronics School Complex in Olsztyn

Skills

  • Handling user tickets
  • Ticketing system and service level agreements
  • Microsoft 365 and directory services
  • Windows and preparing devices
  • Networking basics
  • Guides and the knowledge base

Certificates

  • ITIL Foundation certificate, 2023
  • Microsoft 365 certificate, 2024
  • IT technician vocational qualifications

Languages

  • English: B2

Additional information

  • Shift work
  • Driving licence category B

I hereby consent to the processing of my personal data for the purposes necessary to carry out the recruitment process, in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (GDPR).

How to write an IT support specialist CV

Professional summary

Write how many users you support, which tickets you resolve and in which systems. Add results, for example first contact resolution and user ratings. The employer is looking for a patient person who helps fast and explains clearly.

Technical helpline consultant with 2 years of experience at an internet provider. I help customers set up routers, diagnose connection problems and pass tickets to the technical service. I am a qualified IT technician and am looking for work as an IT support specialist.

Experience: duties and achievements

Describe users, the number of tickets, types of problems, systems, response time and results. Show results in numbers. Add the guides and knowledge base you prepare. Also say which tickets you escalate and how you describe them for the second line.

Weaker: Handling tickets.

Better: First and second line tickets, about 400 a month.

Weaker: Effectiveness.

Better: 65% of tickets resolved at first contact, response time in line with the agreement.

Weaker: Guides.

Better: A knowledge base of 80 guides, satisfaction 4.8 out of 5.

Skills worth listing

List ticket handling, systems, Microsoft 365, devices, networks and guides. In your soft skills show patience, clear explanations and calm. Add remote support tools too, if you use them.

Professional skills

  • User tickets
  • Ticketing system
  • Microsoft 365
  • Windows
  • Networking basics
  • Knowledge base

Personal skills

  • Patience
  • Clear explanations
  • Calm
  • Organisation
  • Dealing with people

Certificates

List the ITIL certificate, Microsoft certificates and IT technician qualifications. These are good foundations for starting in IT.

Your first job on a help desk

The help desk is a common first step in IT. On your CV show your school or courses, placements and help with computers in previous jobs.

Add customer service if you have it. What counts is the ability to talk to people who have a problem and are in a hurry.

Tailoring your CV to the job offer

A service centre looks for languages and service level agreements, a school or public office for on-site work and hardware, and an IT service firm for supporting many clients. Move to the top what the job ad is about.

The most common mistakes on an IT support specialist CV

Questions and answers

What should an IT support specialist put on a CV?

Users, tickets, systems, Microsoft 365, devices, results, guides and certificates.

Which results are worth giving?

First contact resolution, response time, the number of tickets and user ratings.

Does the ITIL certificate help?

Yes, it shows you know the principles of ticket handling and IT services.

What comes after the help desk?

Often systems administration, networking or security. Show on your CV which way you are developing.

Create an IT support specialist CV in the builder

In the CV Majster builder you enter your details step by step and see right away what the document looks like. You can copy the wording from this page and adapt it to yourself. The finished CV as a PDF costs a one-off PLN 5, with no subscription, and you see the preview before you pay.

Go to the CV builder

See also

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Career guide

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