Certified Service Desk Support Technician - United Kingdom

Certified Service Desk Support Technician Course Outline

This technical course has been designed to help delegates understand how to become a Service Desk Support Technician and learn the vital techniques to fulfil this role.

The following subjects will be taught during this course:

Module 1: Role of 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 Key Performance Indicators?
• KPIs for the Service Desk
• 7 C’s of Customer Service

Module 2: Service Desk Support Terminology

• Service Desk
• Service Catalogue
• Asset Management
• IT Service Management
• Call Ticket
• Call Tracking
• 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

Module 3: 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
• Service Request Fulfilment Process
• Documentation of Processes

Module 4: Resolve IT Related Incidents

• Incident Response
• Incident Management
• Internal Communication
• Handling Users

Module 5: Creating User Accounts and Resetting Passwords

• Users
• Permissions
• Passwords
• Secure Passwords
• Resetting Passwords

Module 6: Upgrading Different Types of Software

• Upgrading and Updating Software
• Types of System Software
  • Operating System
  • Device Driver
  • Firmware
  • Utilities
• 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