IT Service Desk Careers and Certifications: First Steps (2017)

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

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

IT Service Desk Careers and Certifications: First Steps (2017)

Authors

Fancy Mills-Knebel