Certified Service Desk Support Technician

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Certified Service Desk Support Technician

Acquire skills to resolve IT-related incidents.
Learn how to upgrade different types of system software.
Understand the roles and responsibilities of a service desk support technician.

Key Points About Certified Service Desk Support Technician

237 Learners Recommended

Duration: 2 Days*

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Certified Service Desk Support Technician

What's Included 4

Course Overview

The Service Desk is an essential zone of correspondence for IT related incidents and requests. It is a necessary requirement of the service support technician to deliver support to staff and customer. They are responsible for troubleshooting issues of the end-client devices such as PC, and cell phones by identifying and analysing them. Communication is essential for a service desk as they have to relate with technical or non-technical individuals. This service desk course will help the delegates to learn all of these skills, which will give the confidence to become a professional IT support technician. Delegates will enhance their performance skills.

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Course Outline

Role of a Service Desk Support Technician

What is a Service Desk Support Technician?
Day-to-Day Tasks
Required Skills
Problem Management
General Responsibilities
Roles and Responsibilities
Service Desk Responsibilities
What are the Key Performance Indicators?
Key Performance Indicators
KPIs for the Service Desk
7 C’s of Customer Service

Service Desk Support Terminology

Service Desk
Service Catalogue
Asset Management
IT Service Management
Call Ticket
Incident Data
Remote Control System
Client
End-User
Escalation
Intranet
Local Area Network (LAN)
Voice-over-Internet Protocol (VoIP)
Customer Relationship Management
Benefits of CRM

Recording, Updating, and Documenting Requests

What is a Service Request?
Incident Requests
Service Requests
Most Common Requests
What is a Ticket Management System?
Using a Ticket Management System
Request Fulfilment
The Service Request Fulfilment Process
Service Request Fulfilment Workflow
Documentation of Processes

Resolving IT Related Incidents

Incident Response and Management
Internal Communication
Handling Users

Creating User Accounts and Resetting Passwords

Users
Permissions
Passwords
Secure Passwords
Resetting Passwords

Upgrading Different Types of Software

What is Upgrading and Updating Software?
Types of System Software
Operating System
Device Driver
Firmware
Utilities
The Importance of Updating Software
Software Upgrades
Choosing Secure Software
Benefits of a Software Upgrade
Disadvantages of a Software Upgrade
Risks of Not Performing a Software Upgrade

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There are no prerequisites to attend this Service Desk Support Technician course.

This support training course is for:

Anyone who is looking to become a Service Desk Technician
Who wants to enhance their IT Service skills
Who wants to work on the line of IT support
Anyone who delivers internal and external IT support

The Certified Service Desk Support Technician Cost in United Kingdom Starts from £3405.00

Please see our Helpdesk Training courses available in United Kingdom

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Learn from the comfort of your home or office

Join discussions via computer or mobile device

Interact with subject matter experts

40 Hours (on average)

90 Days Access

Certificate upon completion

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Monitor employee development

Key points about this course

237 Learners Recommended

Duration: 2 Days*

Add additional features

6 Months Access - £ 77.00

1 Year Access - £ 154.00

Personal career coach and career services

£ 3405.00

Your online (Certified Service Desk Support Technician) package

Upon purchase you will receive a password via the email you used to purchase the course.

You will then be able to login to our online learning platform with your email and password.

You will have access to the platform for 90 days to complete your course.

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Certified Service Desk Support Technician

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