Essential tools every IT Support & Service Desk professional uses (and what employers expect)

Published: 17 Dec 2025

IT support roles are often described as “entry-level”, but anyone who’s worked on a service desk knows that label doesn’t tell the full story. IT support professionals are expected to troubleshoot quickly, communicate clearly, and keep systems — and people — running smoothly.

The difference between an average support technician and a strong one often comes down to tool familiarity. This article covers the tools IT support and service desk professionals actually use day to day, and why employers expect you to be comfortable with them.

1. Ticketing Systems: The Heart of IT Support

Almost every IT support role revolves around a ticketing system. This is where issues are logged, tracked, prioritised, and resolved.

Commonly used tools include:

  • ServiceNow

  • Jira Service Management

  • Freshservice / Freshdesk

  • Zendesk

You don’t need experience with every platform, but employers expect you to understand core concepts like ticket lifecycle, SLAs, escalation, and documentation.

If you can clearly explain how you manage and prioritise tickets, you’re already ahead of many candidates.

2. Remote Support & Device Management Tools

Modern IT support is rarely hands-on. Most issues are resolved remotely.

Common tools include:

  • Microsoft Intune for device and policy management

  • Remote Desktop / TeamViewer / AnyDesk for user support

  • Endpoint management tools for patching and compliance

Employers look for people who can support users calmly and securely without needing physical access to devices.

3. Operating Systems & User Management

A strong IT support professional understands operating systems beyond basic usage.

Key areas include:

  • Windows administration (users, permissions, updates)

  • Active Directory / Entra ID for user and group management

  • Basic macOS and Linux familiarity (depending on environment)

You don’t need to be a systems engineer — but knowing how user accounts, permissions, and policies work is essential.

4. Networking & Troubleshooting Tools

Many support issues come down to networking, even if they don’t look like it at first.

Useful tools include:

  • Ping, tracert, ipconfig (or equivalents)

  • Basic Wi-Fi and LAN troubleshooting tools

  • Network monitoring dashboards (where available)

Employers value technicians who understand why something isn’t working, not just how to restart it.

5. Knowledge Bases & Documentation Tools

Good documentation saves time — for both users and IT teams.

Common tools include:

  • Confluence

  • Notion

  • Internal knowledge bases within ticketing systems

Strong IT support professionals document fixes, create guides, and reduce repeat issues. This is a key trait employers look for when promoting support staff.

6. Communication Tools: Often Underrated, Always Essential

IT support is as much about people as it is about technology.

Typical tools include:

  • Microsoft Teams or Slack for internal communication

  • Email ticket updates for users

  • Screen sharing tools for guided troubleshooting

Clear, calm communication is often what users remember most — not how complex the fix was.

7. Security Awareness Tools & Practices

Even in junior support roles, security awareness is critical.

This includes:

  • Understanding MFA and password policies

  • Spotting phishing attempts

  • Following access control procedures

Employers want support staff who follow security processes properly — mistakes here can be costly.

Career Progression Starts Here

IT support roles are often a gateway into:

Mastering these tools doesn’t just make your current job easier — it builds the foundation for your next role.

Final Thoughts

You don’t need to know everything to succeed in IT support. But you do need:

  • Solid tool familiarity

  • Strong troubleshooting habits

  • Clear communication skills

If you can demonstrate real experience with the tools above — even through labs, home setups, or junior roles — you’ll be well positioned in the job market.

Browse the latest IT support and service desk roles on our job board to see which tools employers are looking for right now.

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