From the course: IT Service Desk Careers and Certifications
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IT service desk engineer
From the course: IT Service Desk Careers and Certifications
IT service desk engineer
- [Narrator] The IT service desk engineer is the frontline computer technician who interacts with end users. The skills that an IT service desk engineer needs can vary. As we saw in the previous video, there are a lot of different asks from the IT service desk engineer. There are some core skills an IT service desk engineer should have though, communication, customer service, multitasking, be able to work under pressure, technical ability, and teamwork. As an IT service desk engineer, I had some great mentors who taught me that communication and providing a great experience for the end user was massively important to the role. You are the first point of contact for an end user. You have to gather the right information from them and share the correct information back to them. You'll often have to calm them down if they're in a stressful situation. Nothing is worse than losing an important document right before a big…
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