The Service Desk Technician is a pivotal role, providing technical support to end-users who need assistance with their computer hardware or software. This could involve fixing a technical fault, answering a query, fulfilling a service request – anything that is needed to allow the users to return to work satisfactorily. Many service desk staff also assist with user rights, passwords, user accounts and basic level security administration.
The bulk of the work is likely to be done over the phone, by email or through fault finding programmes that you use to diagnose and fix customer problems remotely. Service Desk
Technicians need high level communication skills to diagnose the user’s issue and to explain technical issues in way that non-experts can understand.
This can be a good entry level role for those without IT qualifications; employer requirements will typically depend on the service desk position level. The Service Desk
Technician acting as the initial port of call requires a broad level of understanding of the systems to provide first level support. They need to be adept at identifying incidents that cannot be resolved easily/quickly at the point of call, and at referring them onto more specialist technicians for further analysis and resolution using the organization’s incident management and request fulfillment process.
- Identify and diagnose issues and problems
- Advise users on action to take
- Categorize and record reported queries
- Escalate unresolved problems.
Potential Next Steps
Service Desk Supervisor/Manager, Project Coordinator, Application Support Analyst.
How to get there
AXELOS professional certfications are recognized worldwide by employers as an indicator of your skills and commitment as an ITSM professional.
The following certifications are aimed at practising Service Desk Technician and will support your development into more senior ITSM roles: