Career Development

15 Service Desk Skills for Your Career and Resume

Learn about the most important Service Desk skills, how you can utilize them in the workplace, and what to list on your resume.

The service desk is the first point of contact for many customers seeking technical support. Service desk representatives must have strong customer service skills to effectively communicate with customers and resolve their issues. They must also have good technical skills to troubleshoot problems and provide solutions. If you’re interested in working in the service desk, learning about the necessary skills can help you prepare for this type of customer service role.

Phone Support

Phone support is a crucial skill for service desk agents to have, as they often receive calls from customers. It’s important that these employees are friendly and knowledgeable when speaking with customers over the phone. They should be able to answer customer questions and address any issues they may have.

Remote Support

Remote support is the ability to provide technical assistance over a phone or video call. It’s important for service desk agents to be able to troubleshoot remotely because it allows them to help customers faster and more efficiently. Remote support also gives you flexibility in scheduling, allowing you to work from home or travel while still providing excellent customer service.

Programming Languages

The service desk often uses programming languages to create scripts and programs that automate their processes. For example, a service desk may use automation software to automatically detect when an application is down and send notifications to the right people. Programming skills can help service desks develop these tools and troubleshoot them if they have issues.

Network Security

Network security is the protection of a computer network from outside threats. This includes firewalls, antivirus software and other tools that keep your company’s data safe. Service desk technicians should have knowledge of common network security issues so they can quickly identify them and take action to resolve them.

Technical Skills

Technical skills are the abilities you have to perform tasks related to technology. Examples of technical skills include knowledge of software, hardware and networking systems. Service desk agents often need strong technical skills because they may be responsible for resolving issues with computers, phones, printers and other office equipment. It’s important to know how to troubleshoot problems and identify solutions quickly so you can provide quality service to your company’s employees.

Customer Service

Customer service skills are important for a service desk representative to have because they help you provide excellent customer support. Customer service involves providing customers with the information and resources they need, as well as making them feel valued. You can use your customer service skills when interacting with customers over the phone or in person at your company’s front desk.


Debugging is the process of identifying and resolving technical issues. It’s important for service desk agents to be able to identify the source of an issue, as well as troubleshoot potential solutions. For example, if a user reports that their computer isn’t working properly, it’s the service desk agent’s responsibility to determine what caused the problem and how to fix it.


Troubleshooting is the ability to identify and solve problems. As a service desk agent, you’ll need to troubleshoot issues that arise with software or hardware. You may also need to troubleshoot issues related to applications, operating systems or other computer programs. Troubleshooting skills can help you resolve customer issues quickly and efficiently.


Patience is the ability to remain calm and composed in stressful situations. It’s important for service desk agents to have patience when interacting with customers because they may be frustrated by technical issues or delays in receiving support. Being patient can help you listen carefully to customer concerns, ask clarifying questions and resolve their issues as quickly as possible.

Problem Solving

Problem solving is the ability to identify and resolve issues. As a service desk agent, you’ll need to solve problems for your organization’s employees quickly and effectively. This means that you should be able to listen carefully to their concerns, ask questions to clarify any details and then propose solutions. You may also need to research potential solutions before recommending one so it’s important to have patience and persistence when trying to find answers.


Organization is the ability to keep track of information and resources. As a service desk agent, you may need to access several different systems or applications to find the information needed by your customers. Having strong organizational skills can help you quickly locate the data you need and provide it in an easy-to-understand format. This can also reduce stress for both you and your customers because they know you have all the necessary information.


ITIL is a set of standards for IT service management that can help you develop your knowledge and skills in the field. It includes five levels, each with its own set of guidelines to follow when managing an organization’s IT services. Having these credentials can show employers that you have the necessary training to perform well as a service desk agent.


Communication is the ability to convey information clearly and concisely. This skill is important for service desk agents because they often communicate with customers over the phone or through email, chat applications and other forms of digital communication. Strong verbal and written communication skills can help you provide clear instructions to your coworkers and customers alike.

Ticketing Systems

Ticketing systems are software programs that help service desks track and prioritize incoming customer requests. They can be used to create tickets, which contain all the information a service desk needs to address an issue, such as the name of the customer, their contact information, details about the request and any other relevant information. Having strong ticketing skills is important for service desk agents because it allows them to efficiently manage incoming requests and ensure customers receive fast and accurate resolutions.


Customer service skills are important for a service desk agent because they help you understand and meet the needs of your customers. For example, if a customer is having trouble with their email account, you can use your customer service skills to explain how to fix the problem or direct them to an online tutorial that may be able to help them resolve it on their own.

How Can I Learn These Service Desk Skills?

There are a few ways that you can learn the necessary skills for a Service Desk role. Many companies offer training programs for new or existing employees who want to learn more about the company’s specific systems and processes. Alternatively, there are many online courses and tutorials that can teach you the basics of customer service and troubleshooting. Finally, if you have a friend or family member who works in a similar role, they may be able to provide you with some tips and tricks.


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