Learn about project management skills and project management teams.
- [Instructor] There's an increasing demand for service desk staff with project knowledge and skills. What's causing this increase in demand? Well service desks are starting to absorb other roles within information technology as budgets are cut, technology support tools increase, and a demand for service and support increases as well. Service desks are having to step up and handle many different responsibilities. While this is exciting news, it also creates an inherent value for the service desk and it also requires service desk staff to up their skills.
Hence, a focus on project management knowledge and skills. So what exactly are we talking about when we talk about project management knowledge and skills? Project management skills are not just for project managers who run large enterprise projects with a team. Project management is a skill for anyone who has to handle multiple tasks and create multiple work products. Anyone who works on changes, incidents, problems, and requests needs to have good project management knowledge and skills.
I once had a student tell me being a service desk analyst is kind of like being a project manager. You have to manage incidents from open all the way to closure even if you escalate it, you have to manage others through to resolution. It's a great way of thinking about handling incidents especially if an organization adopts a concept of ownership where an incident is owned by the service desk from open to closure. Project knowledge and skills for the service desk include ownership of a project, incident, change, problem or request, knowing and understanding what the goals, objectives, and deadlines are based on priority, urgency, and impact.
Taking full accountability for actions taken and decisions made and can communicate those effectively. Defining tasks needed to resolve incidents. Proactively identifying problems and recommending solutions. Identifying trends, communicating, and collaborating with project managers, and possess the ability to deliver project tasks on time and with quality. Working with a project manager or on a project team will require learning and utilizing new skills related to project management.
You may be asked to work on project teams like a root cause analysis team where you're analyzing problems and trends. A pilot and testing team for new applications. A knowledge team, developing knowledge articles, standard operating processes and procedures. And an education and training team, training customers and or staff. A deployment team, rolling out, pushing, installing new hardware or software. Within these teams you may be asked to perform a variety of project tasks and functions.
These include providing knowledge and expertise, working with end users to develop project needs, documenting project tasks, conducting training and education, providing input of current and future needs, reporting on progress of tasks, development of processes and procedures, and assisting with testing. So as you grow in your career, there will be opportunities to utilize and hone your project management skills.
If you want a career in service desk management, project management skills are a must.
- Reviewing the responsibilities of service desk roles
- IT service desk problem-solving skills
- Diagnosing errors, incidents, and problems
- Security skills
- Key elements of communication
- Essential service desk skills
- Service desk certification paths
- Microsoft certifications
- Service management certifications
- Future service desk trends