IT Service Desk Careers and Certifications: First Steps

Introduction

• Welcome
• Working in a service desk
• Service desk history

1. Service Desk Roles

• Service desk analyst
• Service desk desktop/field support technician
• Service desk management roles
• Supporting service desk functions: Service management and quality
• Supporting service desk functions: KM, training, and WFM

2. IT Service Desk Technical Skills

• Problem solving
• Troubleshooting: Diagnosing errors, incidents, and problems
• Knowledge management skills
• Technical skills: Hardware, software, and beyond
• Security skills

3. IT Service Desk Development Skills

• Business knowledge
• Project management knowledge and skills
• Customer service professionalism
• Communication: Verbal, nonverbal, and written
• Essential service desk skills

4. IT Service Desk Certifications

• Service desk certification paths
• Microsoft certifications: MOS, MCP, and MCSE
• CompTIA certifications: Security +, Network+, A+, and IT Fundamentals
• Project management certifications: CAPM and PMP
• Service management certifications
• Service desk customer service and business certifications

5. IT Service Desk Career Paths

• Service desk support and service desk management paths
• IT career path roles
• Service management and quality career paths
• KM, training, and WFM career paths

6. Future of IT Service Desks

• Future of IT trends: People, process, technology

Conclusion

• Next steps