Service Desk Technician

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.

Typical Tasks

  • 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:

Service Operation / Operational Support and Analysis

  • Support service components
  • Execute operation control activities to manage and deliver services
  • Maintain user satisfaction with IT services
  • Determine the appropriate control action for events
  • Ensure actions for events are communicated to the appropriate functions
  • Automatically detect incidents before an outage occurs
  • Enhance business perception of IT through use of a professional approach.

Learn More About Service Operation

Learn More About Operational Support and Analysis

Continual Service Improvement

  • Identify opportunities for improving services, processes and tools
  • Reduce the cost of providing services
  • Ensure that IT services enable the required business outcomes
  • Identify what needs to be measured, analyzed and reported for improvement.

Learn More About Continual Service Management

ITIL® Practitioner

ITIL fundamentals including the five core ITIL lifecycle stages:

  • Apply the nine ITSM guiding principles in a real world context
  • Apply the Continual Service Improvement (CSI) approach as a way to structure improvement initiatives
  • Enhance continual service improvement activity through:
    • Organisational Change Management
    • Improved communication
    • Better use of Measurement and Metrics

Learn More About ITIL® Practitioner