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

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.

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

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 £1645.00

Please see our Helpdesk Training courses available in United Kingdom


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Dates & Prices

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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

Schedule and location of your choice

Save on travel costs

Monitor employee development

Key points about this course

237 Learners Recommended

Duration: 2 Days*

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6 Months Access - £ 387.00

1 Year Access - £ 776.00

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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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