A Service Desk Technician is responsible for providing resolutions to external and internal customers through expert problem identification, analysis, and appropriate troubleshooting. They receive trouble tickets via email, the ticketing system, or telephone, and are responsive and effective in creating tickets, resolving tickets and/or coordinating escalation for resolution. A Service Desk Technician must have the ability to communicate effectively.
Service Desk Essential Duties
A typical Service Desk manages incidents (service disruptions) and service requests (routine service related tasks) along with handling user communications for things like outages and planned changes to services. Desk Support has a broad scope and is designed to provide the user with a single place to go for all their IT needs.
Other duties that can be assigned are:
- Participating in hardware and software reviews and recommend purchases.
- Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
- Install and support PC, laptop, tablet and mobile hardware and software (certifications from CompTIA, Microsoft or HDI are a plus).
- Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
- Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
This program is designed for students that have an aptitude for math, basic computer literacy, a high standard of customer service, but they do not need a previous IT background. Students will learn skills that relate to the primary functions of a Service Desk Tech. You can also view the course catalog here.
The IT industry has criminal background restrictions. Any felony conviction is a disqualification for employment. Summit Academy will screen potential students prior to enrollment.