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Services desk technician skills for your resume and career

Updated January 8, 2025

6 min read

Quoted experts

Kate Marek Ph.D.,

Joshua Davis Ph.D.

Below we've compiled a list of the most critical services desk technician skills. We ranked the top skills for services desk technicians based on the percentage of resumes they appeared on. For example, 14.7% of services desk technician resumes contained service desk as a skill. Continue reading to find out what skills a services desk technician needs to be successful in the workplace.

15 services desk technician skills for your resume and career

1. Service Desk

The point of contact between a services provider or enterprise and the end-user is referred to as the services desk. A service desk enables businesses to effectively implement daily internal and external tasks. It also helps enterprises in communicating with their customers and tending to their requests effectively.

Here's how services desk technicians use service desk:

Collaborate with other service desk technicians to resolve any application specific issues within a timely manner.
Take overall responsibility for incident management and request fulfillment on the Service Desk.

2. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how services desk technicians use customer service:

Resolve issues surrounding computer hardware, software, and telecommunications systems while demonstrating expertise in customer service and technical knowledge.
Provided high quality customer service by quickly and accurately diagnosing, repairing or replacing broken hardware/software based on client needs.

3. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how services desk technicians use troubleshoot:

Worked with service providers outside of the organization to troubleshoot and repair telephone and internet connectivity issues.
Modify and troubleshoot all user windows accounts and Outlook distribution list using Microsoft Active Directory.

4. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how services desk technicians use technical support:

Provide networking and technical support to field office technicians to ensure complete operation for the Maryland Lottery
Track activities of technical support specialists and ensure work was completed satisfactory or determine follow-up.

5. ITIL

Here's how services desk technicians use itil:

Participate in technical and business-related projects and demonstrate the ability to follow standard ITIL processes.
Adapted to dynamic industry and rapid changes in information technology using ITIL methodologies.

6. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how services desk technicians use phone calls:

Produced more resolved tickets, answered phone calls, and customer help than any other technician during this time span.
Answer phone calls/trouble calls from customers regarding technical issues with cable, internet, and phone services and equipment.

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7. Computer System

Here's how services desk technicians use computer system:

Reviewed and assessed daily performance of computer system functionality.
Performed workstation and printer installations/setups, upgraded computer systems, network upgrades, after hour support, and variety of projects.

8. VPN

A Virtual Private Network, VPN encrypts a device's internet access, activity, and identity through a secure server, making data theft and third-party traceability more difficult, and increasing the privacy and security of public and private networks, the internet, and Wi-Fi hotspots. The VPN is designed to protect one's system and network from being compromised.

Here's how services desk technicians use vpn:

Provide VPN and Wireless desktop connectivity troubleshooting and configuration.
Installed software/hardware; reset passwords for multiple systems including phone systems; setup communications connections via VPN using FOB secure connections.

9. Desk Support

Here's how services desk technicians use desk support:

Provided computer hardware/software help desk support for approx.
Initiated and created Help Desk PDF Operation Manual, to increase effectiveness and efficiency of the Help Desk support staff.

10. OS

In technical terms, OS stands for "Operating System". It is a software that is used to run programs on the computer. An operating system acts as a link between the user and the hardware components. Windows, macOS, iOS, Linux are examples of an operating system.

Here's how services desk technicians use os:

Developed and tested the necessary Mac OS X Server and DeployStudio infrastructure to roll out Macintosh hardware to the enterprise.
Imaged laptops by installing and updating the OS, loading the imaging disc and going through the process for imaging.

11. Strong Customer Service

Here's how services desk technicians use strong customer service:

Possess strong customer service and self-management skills along with excellent communication skills.
Established very strong customer service relationships with key department customers.

12. Remedy

Here's how services desk technicians use remedy:

Managed tickets using Remedy Incident Management software; initiating, logging, updating incident responses and managing escalations when needed.
Tracked cases and documented solutions within Remedy ticketing system while updating knowledge base with related articles.

13. Incident Management

Incident management is a set of processes, practices, and solutions designed to restore a damaged service as quickly as possible in an event that could result in the loss or disruption of an organization's operations, services, or functions. The goal of incident management is to maintain and restore normal service operations as quickly as possible and reduce the negative impact on business operations.

Here's how services desk technicians use incident management:

Escalate High Priority issues accordingly by collaborating with Administrators, Engineers, Incident Management and Service Delivery Managers.
Served as ITSM after-hours incident manager and maintained responsibility for ensuring proper incident management procedures were followed.

14. Customer Support

Here's how services desk technicians use customer support:

Provided customer support for over 2,000 company proprietary applications.
Provided customer support for various software applications.

15. Remote Desktop

Here's how services desk technicians use remote desktop:

Service Desk- Local/remote desktop solutions; Utilized AF-Issued software for User/Resource account management and assigned permissions to internal applications and platforms.
Utilized Remote Desktop software for troubleshooting and assistance in expediting solutions for end users.

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What skills help Services Desk Technicians find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What services desk technician skills would you recommend for someone trying to advance their career?

Kate Marek Ph.D.

Director and Professor, Dominican University

If possible, find a paid internship in your area of interest, which will help expand your professional network and build your skillset. Use this time to keep scanning job ads to identify skill sets in demand; look for online mini-courses to make those skill sets.

What type of skills will young services desk technicians need?

Joshua Davis Ph.D.

Lecturer, Carleton College

Studying mathematics is good practice for rigorous thinking and problem solving, which are valued across the workforce. For science and engineering applications, it is often also helpful to have R, Python, Matlab, or another popular programming language. But technical abilities get the graduate-only so far. They need interpersonal communication skills so that they can understand the needs of stakeholders and cooperate with colleagues. For this reason, many faculty at my school emphasize writing, speaking, listening, and teamwork skills.

What technical skills for a services desk technician stand out to employers?

Chirag Parikh Ph.D.

Computer Engineering Chair, Grand Valley State University

If you ask me, I consider valuable experience over good paycheck. Once you have gained that experience the paycheck will follow. As soon as you are out of college, the knowledge gained is very fresh and raring to go. If put into the right place can enhance your technical skills and you can do wonders.
As a Computer Engineering professor, I would say the job opportunities are tremendous for students out of college as they can venture into hardware field (technical support, hardware engineer, test engineer and much more) as well as software field (software engineer, software developer, software tester and much more). The possibilities are endless.
With COVID and employees working remotely there is still ample opportunity to enhance your technical and interpersonal skills as I believe remote working might stay for a while till things get back to normal.

What soft skills should all services desk technicians possess?

Robert Vinaja Ph.D.

Assistant Professor of Computer Information Systems, Texas A&M University San Antonio

-Ability to work as part of a team.

-Attention to detail.

-Problem-solving and analytical skills.

Do you want to know more?

List of services desk technician skills to add to your resume

The most important skills for a services desk technician resume and required skills for a services desk technician to have include:

Service Desk
Customer Service
Troubleshoot
Technical Support
ITIL
Phone Calls
Computer System
VPN
Desk Support
OS
Strong Customer Service
Remedy
Incident Management
Customer Support
Remote Desktop
Help-Desk Support

Provide Technical Assistance
Citrix
Technical Issues
Mac
SCCM
User Accounts
Microsoft Windows
IP
Technical Problems
Technical Assistance
Tcp Ip
Problem Resolution
Mobile Device Management
Android
SLA
Software Applications

Network Troubleshooting
Workstations
Customer Satisfaction
LAN
Network Printers
VoIP
Email Accounts
Customer Issues
PCS
Software Issues
Strong Problem-Solving
SharePoint
Trouble Tickets
Remote Support
Switches
Incident Tracking

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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