IT Support CV Examples

An IT support CV should run to two pages (one if you are entry-level), open with contact details and a professional headline (e.g. "2nd Line Support Analyst | ServiceNow | CompTIA A+ & Network+"), then a three-sentence personal statement that names your support tier, key tools and headline metric. Follow with a skills section (10–12 hard and soft skills, mirroring the job advert), reverse-chronological experience (most recent first, 3–4 achievement bullets per role), education, certifications and additional information (clearances, notice period, on-call availability). Keep formatting clean, use a sans-serif font and save as PDF.

Section order and what to include

Personal statement: Open with your tier and years, name your ticketing system and top two tools, cite one headline metric (CSAT, SLA, ticket volume), close with what you are looking for. Keep it tight and keyword-rich.

Experience: Most recent role first. Each bullet pairs an action, a tool and a number. Replace duties ("responsible for tickets") with outcomes ("resolved 40+ tickets weekly, 95% CSAT").

Skills: List the exact tools and methodologies from the job advert, ServiceNow, Active Directory, Microsoft 365, ITIL, SLA management. ATS filters on literal matches.

Education: Reverse-chronological. Include your degree, field, dates and 1–2 relevant modules or projects (especially home labs or final-year work). A-Levels go below your degree; if you have five-plus years' experience, you can drop them.

Certifications: CompTIA A+ is the entry gold standard; Network+, ITIL 4 Foundation and Microsoft MD-102 are the next tier. List the full name, issuing body and date. Put these high up, many recruiters scan for certs before reading the rest.

Additional information: UK IT support roles often gate on security clearance (BPSS, DBS, SC), notice period and shift/on-call availability. State these clearly if you have them.

IT support bullets must show both the technical action and the customer or business outcome. The formula is: action verb + tool/system + quantified result. Every bullet should include a number, ticket volume, resolution time, satisfaction score, SLA percentage, user count or system uptime.

Before and after

Action verbs for IT support: Resolved, diagnosed, deployed, administered, configured, escalated, documented, migrated, automated, mentored, reduced, improved, maintained, delivered.

What to quantify: Ticket volume per day/week, first-contact or first-call resolution rate, average resolution time, SLA adherence percentage, CSAT score, user count, device count, system uptime, incident count, knowledge-base articles authored, training sessions delivered.

Name your tools: Replace "ticketing system" with ServiceNow, Jira Service Management, Zendesk or Freshdesk. Replace "remote support software" with TeamViewer, ScreenConnect or AnyDesk. Replace "user management" with Active Directory or Azure AD. Specific tool names are ATS keywords and signal hands-on experience.

Role-specific examples

1st line / Tier 1 (helpdesk, first-call resolution):

• Handled 50+ first-line tickets daily in ServiceNow, maintaining 95% first-contact resolution and 98% CSAT over 18 months.
• Performed password resets, account unlocks and mailbox troubleshooting in Active Directory and Exchange Online for 300+ users.
• Diagnosed hardware faults (laptops, printers, peripherals) and coordinated warranty replacements, reducing average downtime from 3 days to 1 day.

2nd line / Tier 2 (escalation, advanced troubleshooting):

• Resolved 60+ escalated tickets weekly in ServiceNow, achieving 99.5% SLA compliance and 96% CSAT across eight client accounts.
• Deployed 120 Windows 11 workstations using Microsoft Deployment Toolkit and Intune, cutting average imaging time from 90 minutes to 35 minutes.
• Reduced mean time to resolution by 22% by authoring 25 new knowledge-base articles and training the 1st line team on common escalation scenarios.

3rd line / Tier 3 (infrastructure, major incidents, projects):

• Delivered 99.8% system uptime across a 600-user hybrid estate, resolving 30+ P1/P2 major incidents annually in ServiceNow.
• Led the migration of 400 mailboxes from on-premises Exchange 2016 to Exchange Online, completing the project two weeks ahead of schedule with zero data loss.
• Designed and implemented a disaster-recovery runbook using Veeam and Azure Site Recovery, reducing RTO from 24 hours to 4 hours.

Education

List your highest qualification first (degree, HND, BTEC), then A-Levels or equivalent. Include the institution name, qualification title, field of study, and start/end years. If you completed relevant modules or a final-year project (especially networking, operating systems, IT service management or a home lab), add 1–2 bullet points under the degree.

If you have five-plus years of IT support experience, you can drop A-Levels and GCSEs to save space. If you are entry-level, keep them and highlight any Computing, IT or technical subjects.

Home labs and personal projects count: If you built a home lab with Active Directory, virtualisation or network segmentation, mention it under your degree or in Additional Information. Recruiters value hands-on learning, especially for entry-level candidates with limited commercial experience.

Certifications

Certifications are critical for IT support roles and are often screened by ATS before a human reads your CV. List them in a dedicated "Certifications" section (not buried in Education), and include the full name, issuing body and date obtained.

Entry-level (must-have):

• CompTIA A+ (Core 1 & Core 2), the gold standard for helpdesk and 1st line roles. If you have this, put it high up.
• ITIL 4 Foundation, proves you understand incident, problem and change management.

Mid-level (2nd line and above):

• CompTIA Network+, shows network troubleshooting skills (TCP/IP, DNS, DHCP, VPN).
• Microsoft Certified: Modern Desktop Administrator (MD-102), covers Windows 10/11, Intune and endpoint management.
• Microsoft 365 Certified: Administrator Associate, for M365/Exchange support roles.

Senior / 3rd line:

• ITIL Expert or ITIL Managing Professional, for senior service-management roles.
• Cisco CCNA, for network-heavy support or infrastructure roles.
• Microsoft Certified: Azure Administrator Associate, for hybrid/cloud support.

In progress: If you are studying for a cert, list it as "CompTIA Security+ (in progress, exam scheduled March 2026)". This shows commitment and can still match ATS keywords.

Expired certifications: CompTIA certs expire after three years unless renewed. If yours has lapsed, either renew it or omit the date. Do not list an expired cert without context, it raises questions.