IT-Service Desk Technician
IT-Service Desk Technician Apprenticeship
Program Code 50-154-1
For more information: wctc.edu/it-service-appr
IT service desk technicians are tasked with fielding incoming technical support communications and tickets; troubleshooting; communicating over the phone, email and online chat; and resolving user inquiries. Additionally, they may schedule maintenance on computer systems and teach clients to use software programs.
1. Process incoming customer contact (call/ticket/chat).
2. Triage the issue.
3. Communicate triage results with customer.
4. Solve the issue.
5. Escalate the issue.
6. Follow-up with issue.
|154-701||Research and Troubleshooting||2|
|154-702||Service Desk Documentation||1|
|154-703||Serv Desk Professional Skills||1|