IT-Service Desk Technician Apprenticeship < Waukesha County Technical College

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.

Course List
Code	Title	Credits
Core Courses
154-701	Research and Troubleshooting	2
154-702	Service Desk Documentation	1
154-703	Serv Desk Professional Skills	1
Total Credits		4

Plan of Study Grid
First Year
First Semester		Credits
154-701	Research and Troubleshooting	2
	Credits	2
Second Semester
154-702	Service Desk Documentation	1
154-703	Serv Desk Professional Skills	1
	Credits	2
	Total Credits	4