IT Service Desk Careers and Certifications

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Sarah Lean

2:18:01

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01 - Introduction

01 - Welcome.mp4

00:57

02 - Working in a service desk.mp4

01:50

03 - Service desk history.mp4

04:37

02 - 1. Service Desk Roles

01 - Service desk analyst.mp4

04:50

02 - Service desk desktopfield support technician.mp4

07:02

03 - Service desk management roles.mp4

09:43

04 - Supporting service desk functions Service management and quality.mp4

04:47

05 - Supporting service desk functions KM, training, and WFM.mp4

04:56

03 - 2. IT Service Desk Technical Skills

01 - Problem solving.mp4

03:04

02 - Troubleshooting Diagnosing errors, incidents, and problems.mp4

06:03

03 - Knowledge management skills.mp4

03:26

04 - Technical skills Hardware, software, and beyond.mp4

05:57

05 - Security skills.mp4

04:09

04 - 3. IT Service Desk Development Skills

01 - Business knowledge.mp4

03:21

02 - Project management knowledge and skills.mp4

03:51

03 - Customer service professionalism.mp4

06:36

04 - Communication Verbal, nonverbal, and written.mp4

07:18

05 - Essential service desk skills.mp4

02:48

05 - 4. IT Service Desk Certifications

01 - Service desk certification paths.mp4

02:41

02 - Microsoft certifications MOS, MCP, and MCSE.mp4

04:34

03 - CompTIA certifications Security +, Network+, A+, and IT Fundamentals.mp4

08:26

04 - Project management certifications CAPM and PMP.mp4

06:33

05 - Service management certifications.mp4

08:08

06 - Service desk customer service and business certifications.mp4

05:49

06 - 5. IT Service Desk Career Paths

01 - Service desk support and service desk management paths.mp4

04:38

02 - IT career path roles.mp4

03:46

03 - Service management and quality career paths.mp4

01:20

04 - KM, training, and WFM career paths.mp4

01:14

07 - 6. Future of IT Service Desks

01 - Future of IT trends People, process, technology.mp4

04:17

08 - Conclusion

01 - Next steps.mp4

01:20

Description

Are you looking for a new role as an IT professional, or just ready to change up your career? This course provides an ideal foundational mapping of the careers and certifications you can choose from if you’re interested in advancing or moving into an IT service desk career. Join instructor Sarah Lean for an overview of the wide variety of available career paths, regardless of your background, technical training, level of experience, or current skills. From service desk analyst to service desk manager, Sarah helps you understand the shifting role of the service desk in supporting teams across a distributed workforce. Along the way, explore the key certifications related to service desk roles, with up-to-date information on how to choose, prepare for, and obtain the certification that’s best for you.

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Sarah Lean

Instructor's Courses

I am a customer obsessed; results driven IT Professional with over 17 years in the IT industry. I have developed a deep and wide-ranging knowledge of technologies and my focus has been on solving problems, advocating for customers, and stakeholder management. I have experience in varying industries. including the Scotch Whisky industry, commercial call centres, manufacturing, and the arts. In February 2017 I founded the Glasgow Azure User Group (www.gaug.co.uk). In March 2022 I was awarded the Microsoft Most Valuable Professional (MVP) award.

Linkedin Learning

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LinkedIn Learning is an American online learning provider. It provides video courses taught by industry experts in software, creative, and business skills. It is a subsidiary of LinkedIn. All the courses on LinkedIn fall into four categories: Business, Creative, Technology and Certifications. It was founded in 1995 by Lynda Weinman as Lynda.com before being acquired by LinkedIn in 2015. Microsoft acquired LinkedIn in December 2016.