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The
Microsoft Certified Desktop Support Technician (MCDST)
credential proves that you have the skills to successfully
support end users and to successfully troubleshoot desktop
environments running on the Microsoft Windows operating
system.
A
MCDST also known as a Help Desk Support Analyst, technical
support analyst, user support specialist, or help desk
technician, is an IT professional who mentors and improves
the efficiency of computer users in an organization. This
role requires having an in depth knowledge of Microsoft
applications and systems so as to be able to quickly and
effectively help users, whether internal (users) or external
(customer), with their problems.
Duties
of a MCDST include providing answers to computer users’
problems, supplying training and feedback to those users to
lessen the occurrence of future problems, troubleshooting
difficult or unusual situations, and suggesting workflow
improvements to management. Help desk support is generally
an introductory technical role. A good understanding of PCs,
Windows operating systems, networking and applications,
whether in-house or shrink-wrapped, is
necessary. Equally important, however, are strong
interpersonal skills such as effective listening, empathy,
patience, and the ability to careful walk a user through
problem resolution steps either remotely or in person. In
terms of remote support, the capacity to visualize what’s
taking place on the user’s desktop is hugely beneficial.
A
person may consider entering this field after attaining a
non-technical university degree or a one or two year
computer diploma from a local technical institute. However,
a person with a Computer Science or Computer Engineering
university degree won’t regret the solid hands on
experience that a help desk support job will provide at the
start of a technical career. The aptitude to troubleshoot
problems under pressure, and the ability to defuse excited
and sometimes irate users or customers, are also valuable
traits.
A
help desk support analyst will, in time, move on too more
advanced technical roles, such as system or network
administrator, application developer, or database
administrator. In doing so, this person should also move up
the salary ladder.
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