Effective Help Desk Specialist Skills
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.
- Price: $159.99
- Delivery method: eLearning
- DIR Discount: 20%
Submit form to obtain discount
Test Prep
100+ Pre Assessment Questions |
100+ Post Assessment Questions |
Features
Why choose TOPTALENT?
- Get assistance every step of the way from our Texas-based team, ensuring your training experience is hassle-free and aligned with your goals.
- Access an expansive range of over 3,000 training courses with a strong focus on Information Technology, Business Applications, and Leadership Development.
- Have confidence in an exceptional 95% approval rating from our students, reflecting outstanding satisfaction with our course content, program support, and overall customer service.
- Benefit from being taught by Professionally Certified Instructors with expertise in their fields and a strong commitment to making sure you learn and succeed.
Outline
Lessons 1:
Introduction
- Organization of the Text
- Key Pedagogical Features
- A Brief Word on Mind Mapping
- Conclusion
Lessons 2:
Introduction to Help Desk Support Roles
- Understanding the Support Center
- The Role of the Help Desk Professional
- Understanding Users
- Typical Incident Process
Lessons 3:
Communication Skills
- Elements of Communication
- Recognizing Communication Barriers
- Comparing Different Communication Methods
- Handling Difficult Situations
Lessons 4:
Personal Skills
- Recognizing the Value of Attitude
- Managing Stress
- Managing Your Time
- Managing Your Career
Lessons 5:
Technical Skills
- Working with Personal Computers
- Working with Networks
- Working with Mobile Devices
- Understanding the Product
Lessons 6:
Security Skills
- Protecting IT Resources
- Understanding Malware
- Managing Risk
Lessons 7:
Troubleshooting Skills
- Recognizing Key Troubleshooting Steps
- Following Standard Operating Procedures (SOPs)
- Understanding Problem-Solving Skills
Lessons 8:
Writing Skills
- Comparing Writing Styles
- Understanding Technical Writing
- Writing for Customers
- Writing for Internal Personnel
Lessons 9:
Training Skills
- Effective Training Skills
- Steps Involved in Training
- One-on-One Training vs. Group Training
Lessons 10:
Business Skills
- Reviewing Core Business Skills
- Shaping the Business
- Aligning the Business
- Understanding ITIL
Lessons 11:
Calculating Help Desk Value
- Calculating Value with Performance Metrics
- Identifying Help Desk Costs
- Creating a Cost Benefit Analysis (CBA)