IT Service Desk Careers and Certifications: First Steps (2017)
2h 18mGeneral2017-10-26
Authors
Fancy Mills-Knebel
Training, consulting, recruiting, and workforce management expert
Course details
Are you looking to start a career in IT? Or, are you an IT service desk professional wishing to explore opportunities for career advancement, but unsure of your next step? In either instance—whether you're jumping into a brand-new IT career or advancing your existing one—this course can provide you with a foundational mapping of the careers and certifications you might want to consider. Instructor Fancy Mills covers a variety of career paths at all levels, from service desk analyst to service desk manager. She also explores different certifications related to service desk roles, and discusses the future of the IT service desk.
Learning objectives
Reviewing the responsibilities of service desk roles
IT service desk problem-solving skills
Diagnosing errors, incidents, and problems
Security skills
Key elements of communication
Essential service desk skills
Service desk certification paths
Microsoft certifications
Service management certifications
Future service desk trends
Learning objectives
Reviewing the responsibilities of service desk roles
IT service desk problem-solving skills
Diagnosing errors, incidents, and problems
Security skills
Key elements of communication
Essential service desk skills
Service desk certification paths
Microsoft certifications
Service management certifications
Future service desk trends
Skills covered
First StepsCareer ManagementCareer Development
Concepts
0. Introduction
- 01 - Welcome
- 02 - Working in a service desk
- 03 - Service desk history
1. Service Desk Roles
- 04 - Service desk analyst
- 05 - Service desk desktop field support technician
- 06 - Service desk management roles
- 07 - Supporting service desk functions - Service management and quality
- 08 - Supporting service desk functions - KM, training, and WFM
2. IT Service Desk Technical Skills
- 09 - Problem solving
- 10 - Troubleshooting - Diagnosing errors, incidents, and problems
- 11 - Knowledge management skills
- 12 - Technical skills - Hardware, software, and beyond
- 13 - Security skills
3. IT Service Desk Development Skills
- 14 - Business knowledge
- 15 - Project management knowledge and skills
- 16 - Customer service professionalism
- 17 - Communication - Verbal, nonverbal, and written
- 18 - Essential service desk skills
4. IT Service Desk Certifications
- 19 - Service desk certification paths
- 20 - Microsoft certifications - MOS, MCP, and MCSE
- 21 - CompTIA certifications - Security +, Network+, A+, and IT Fundamentals
- 22 - Project management certifications - CAPM and PMP
- 23 - Service management certifications
- 24 - Service desk customer service and business certifications
5. IT Service Desk Career Paths
- 25 - Service desk support and service desk management paths
- 26 - IT career path roles
- 27 - Service management and quality career paths
- 28 - KM, training, and WFM career paths
6. Future of IT Service Desks
- 29 - Future of IT trends - People, process, technology
Conclusion
- 30 - Next steps