Enroll yourself in the Effective Help Desk Specialist Skills course to gain both the technical and personal skills necessary to succeed in any help desk technical support role. The help desk training course covers personal skills like communication, training, and writing skills along with technical skills security, troubleshooting, and business. The help desk course helps you understand your user's needs, goals, and attitudes; define, diagnose, and solve problems; and protect the security of your users, information, and devices.

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* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

The help desk training course covers personal skills like communication, training, and writing skills along with technical skills security, troubleshooting, and business.

1

  • Introduction

  • Organization of the Text
    Key Pedagogical Features
    A Brief Word on Mind Mapping
    Conclusion
2

  • Introduction to Help Desk Support Roles

  • Understanding the Support Center
    The Role of the Help Desk Professional
    Understanding Users
    Typical Incident Process
3

  • Communication Skills

  • Elements of Communication
    Recognizing Communication Barriers
    Comparing Different Communication Methods
    Handling Difficult Situations
4

  • Personal Skills

  • Recognizing the Value of Attitude
    Managing Stress
    Managing Your Time
    Managing Your Career
5

  • Technical Skills

  • Working with Personal Computers
    Working with Networks
    Working with Mobile Devices
    Understanding the Product
6

  • Security Skills

  • Protecting IT Resources
    Understanding Malware
    Managing Risk
7

  • Troubleshooting Skills

  • Recognizing Key Troubleshooting Steps
    Following Standard Operating Procedures (SOPs)
    Understanding Problem-Solving Skills
8

  • Writing Skills

  • Comparing Writing Styles
    Understanding Technical Writing
    Writing for Customers
    Writing for Internal Personnel
9

  • Training Skills

  • Effective Training Skills
    Steps Involved in Training
    One-on-One Training vs. Group Training
10

  • Business Skills

  • Reviewing Core Business Skills
    Shaping the Business
    Aligning the Business
    Understanding ITIL
11

  • Calculating Help Desk Value

  • Calculating Value with Performance Metrics
    Identifying Help Desk Costs
    Creating a Cost Benefit Analysis (CBA)

Audience

This course of for those starting a role as a help desk professional.

Language

English

Prerequisites

While there are no prerequisites for this course, please ensure you have the right level of experience to be successful in this training.

Length: 365.0 days ( hours)

Level:

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Course Schedule:

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