Exemple de CV : Help Desk Technician

Choose the right format for a Help Desk Technician resume

Use a reverse-chronological format in almost every case. Hiring managers at IT departments and managed service providers scan resumes quickly, and they want to see your most recent support role first. A functional or hybrid format raises red flags and is harder for applicant tracking systems (ATS) to parse.

Keep the resume to one page if you have fewer than eight years of experience. Two pages are acceptable for senior technicians or those moving into a Tier 2/Tier 3 role. Use a clean single-column or simple two-column layout with consistent fonts (Arial, Calibri, or similar sans-serif at 10–12 pt), clear section headers, and at least 0.5-inch margins.

• File format: submit as a .docx or PDF unless the job posting specifies otherwise
• Section order: Contact Info → Summary → Work Experience → Skills → Certifications → Education
• Avoid tables, text boxes, and graphics — ATS tools like Workday and Taleo strip them out
• Use standard section labels ('Work Experience,' not 'My Journey') so ATS can locate them

Write a professional summary that sells your support value immediately

Your summary sits directly below your contact information and should be three to four sentences max. Name your tier level, years of experience, the environments you support (Windows, macOS, Azure AD, etc.), and one concrete result. Skip objectives — they focus on what you want, not what you deliver.

Example: "CompTIA A+ and ITIL 4 Foundation-certified Help Desk Technician with five years of Tier 1/Tier 2 support experience in a 2,000-seat enterprise environment. Proficient in ServiceNow ticketing, Active Directory user management, and remote support via TeamViewer and Bomgar. Maintained a 94% first-call resolution rate and consistently resolved tickets 18% faster than the team average. Comfortable supporting both on-site and fully remote workforces across Windows 10/11 and macOS Ventura."

Write work-experience bullets that show impact, not just tasks

Every bullet should follow an action verb → task → result structure. Recruiters already know help desk techs answer tickets; show them how well you did it. Pull real numbers from your ticketing system reports, supervisor feedback, or performance reviews — ticket volume, resolution time, CSAT scores, and uptime figures are all fair game.

Avoid vague statements like 'Assisted users with technical issues.' That tells a hiring manager nothing. Replace every duty-based bullet with a result-based one before you submit.

• Resolved an average of 55 Tier 1 tickets per day in ServiceNow while maintaining a 96% customer satisfaction (CSAT) score across a 1,800-user Windows 11 environment
• Reduced average ticket handle time from 22 minutes to 14 minutes by building a library of 40 step-by-step Knowledge Base articles in Confluence, cutting repeat contacts by 30%

List the skills and certifications recruiters and ATS systems look for

Help desk job postings are heavily keyword-driven. Mirror the language in the posting and include both the spelled-out term and the acronym (e.g., 'Active Directory (AD)') so ATS catches both. Separate hard skills from soft skills, or list them together in a compact block — either works as long as the section is scannable.

Certifications matter more in IT support than in most fields. CompTIA A+ is the baseline credential most employers expect at the entry level. ITIL 4 Foundation signals process knowledge. Microsoft certifications (MD-102, AZ-900) and HDI Support Center Analyst distinguish you for mid-level roles.

• Ticketing systems: ServiceNow, Jira Service Management, Zendesk, Freshdesk, Remedy
• Remote tools: TeamViewer, Bomgar (BeyondTrust), LogMeIn, Splashtop, Microsoft Quick Assist
• Platforms: Windows 10/11, macOS, iOS/Android MDM (Intune, Jamf), Office 365, Azure AD
• Certifications: CompTIA A+, CompTIA Network+, ITIL 4 Foundation, HDI Support Center Analyst, Microsoft MD-102
• Soft skills worth including: active listening, clear written communication, escalation judgment, prioritization under volume

Education, licenses, and extras that round out your resume

An associate or bachelor's degree in Information Technology, Computer Science, or a related field is preferred but rarely a hard requirement for Tier 1 roles. If you lack a degree, a strong certifications block and verifiable work history will carry the resume. List your highest education credential, the institution, and the graduation year — skip GPA unless it is above 3.5 and you graduated within the last three years.

Add a separate Certifications section with the credential name, issuing body, and expiration or issue year (e.g., 'CompTIA A+ — CompTIA, 2022'). If you have completed vendor training courses on Coursera, LinkedIn Learning, or Microsoft Learn that are directly relevant, list them under 'Professional Development.' A brief line noting clearance level (e.g., 'DoD Secret clearance') or language fluency (e.g., 'Bilingual: English/Spanish') can be a genuine differentiator for government contractor or enterprise roles.

Mistakes to avoid

• ×Listing ticket-handling duties without any volume, resolution rate, or CSAT numbers makes your experience indistinguishable from every other applicant.
• ×Omitting the specific ticketing platform you used (ServiceNow, Zendesk, Remedy) causes your resume to fail ATS keyword filters even when you have the hands-on experience.
• ×Putting an expired or in-progress CompTIA A+ on your resume without noting the status misleads hiring managers and damages trust during the interview.
• ×Using a heavily designed resume template with icons, columns, and graphics causes ATS parsers to scramble your contact information and work history, often resulting in automatic rejection.

Frequently asked questions

Do I need a degree to get a help desk job?

Most Tier 1 help desk roles do not require a four-year degree if you hold a CompTIA A+ certification and have relevant experience or an internship. Many employers treat A+ as equivalent to an associate degree for entry-level screening. Focus your resume on certifications, hands-on tools, and any measurable support experience you have.

How do I write a help desk resume with no experience?

Lead with your certifications (CompTIA A+ is the priority), then build your experience section around internships, volunteer IT work, school lab support roles, or personal projects such as building and troubleshooting home networks. Quantify whatever you can — number of users supported, devices configured, or tickets resolved during a practicum. A focused one-page resume with the right keywords will get you past ATS even without paid work history.

Should I list every certification I have on my help desk resume?

List certifications that are current, relevant to IT support, and recognized by employers — CompTIA A+, Network+, ITIL 4, Microsoft MD-102, and HDI credentials are strong choices. Drop certifications that are expired, unrelated to the role (e.g., a food handler's permit), or so basic they add no credibility. A short, credible certifications list reads better than a padded one.