IT Service Desk Careers and Certifications: First Steps

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  • Course details

    Are you looking to start a career in IT? Or, are you an IT service desk professional wishing to explore opportunities for career advancement, but unsure of your next step? In either instance—whether you're jumping into a brand-new IT career or advancing your existing one—this course can provide you with a foundational mapping of the careers and certifications you might want to consider. Instructor Fancy Mills covers a variety of career paths at all levels, from service desk analyst to service desk manager. She also explores different certifications related to service desk roles, and discusses the future of the IT service desk.


    • Click here to view Fancy Mills-Knebel’s instructor page

      Fancy Mills-Knebel

      Fancy Mills has 20 years of experience in training, consulting, recruiting, and workforce management.

      Fancy's experience focused in the technical support and contact center industries. As a Certified Workforce Manager, she has assisted companies in developing staffing and workforce management best practices and standard operating procedures. As a corporate trainer since 2000, she has certified thousands of support professionals, managers, directors, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum and training for Fortune 500 companies in the areas of process improvement, quality management, customer service, presentation, communication, and time management skills. Fancy has also served as a session speaker for various industry conferences and events such as Fusion, HDI, and ATD.

    Skills covered in this course

  • Welcome

    - [Fancy] Hi, my name is Fancy Mills, and welcome to my course. I've spent my career working in the service desk industry, and I'm excited to share with you the opportunities that are available in this vast industry. We'll start by looking at the service desk industry and discussing the worldwide demand for service desk technicians and analysts. Then, we'll review the various tracks and paths available and explore the skill sets required to work at various levels. Finally, we'll discuss how to get started on a career path to success by reviewing service desk certifications in the future of the industry. Building a service desk career requires specific skills, competencies, and certifications. So even if you are new to the industry or if you've been around since the days of floppy disks, there's always something new to learn. Let's get started on developing your career path.

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