IT Service Desk Careers and Certifications

Course details

Are you looking for a new role as an IT professional, or just ready to change up your career? This course provides an ideal foundational mapping of the careers and certifications you can choose from if you’re interested in advancing or moving into an IT service desk career. Join instructor Sarah Lean for an overview of the wide variety of available career paths, regardless of your background, technical training, level of experience, or current skills. From service desk analyst to service desk manager, Sarah helps you understand the shifting role of the service desk in supporting teams across a distributed workforce. Along the way, explore the key certifications related to service desk roles, with up-to-date information on how to choose, prepare for, and obtain the certification that’s best for you.

Concepts

0. Introduction

01 - IT service desk careers and certifications

1. The IT Service Desk

02 - IT service desk responsibilities
03 - IT service desk engineer
04 - The first step on the IT career ladder

2. IT Service Desk Technical Skills

05 - Hardware
06 - Software
07 - General IT skills

3. IT Service Desk Nontechnical Skills

08 - Customer service
09 - Communication
10 - Time management
11 - Problem-solving
12 - Business knowledge

4. IT Service Desk Certifications

13 - Certification options
14 - Vendor certifications
15 - CompTIA certifications
16 - Information technology infrastructure library certifications
17 - Project management certifications

5. IT Service Desk Career Paths

18 - Service desk career paths
19 - IT career paths

6. IT Service Desk Workplace Scenarios

20 - Office based workplace
21 - Remote and hybrid workplaces

Conclusion

22 - Next steps