eff-help-desk ISBN: 978-1-61691-071-6
Effective Help Desk Specialist Skills
Learn how to communicate as a help desk specialist and resolve issues efficiently.
What you will be able to do
- Ability to handle incidents & problems
- Expertise in change & configuration management
- Awareness of networking fundamentals like TCP/IP, DNS, DHCP, Routing, and Switching
- Skilled with desktop operating systems like Windows, macOS, and Linux and mobile devices
- Ability to resolve hardware issues with troubleshooting
- Manage security-related issues like malware, phishing, security policies, access control, and encryption
- Awareness of problem-solving techniques for troubleshooting
- Knowledge of root cause analysis and diagnostic tools
- Ability to write knowledge-based articles, procedure documents, and user manuals
- Efficient interpersonal skills for conflict resolution
- Ability to multitask and prioritize issues on a need basis
- Knowledge of IT Infrastructure Library (ITIL)
Beginner Self-paced · 1 year access 5.0/5 (200 Reviews)
01 / About
About This Course
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This Help Desk Specialist Skill Development Course covers the key objectives for delivering exceptional customer service by building rapport, resolving issues, and exceeding customer expectations. It will help you master core fundamentals like help desk principles, troubleshooting techniques, and incident management best practices. It will help you develop effective communication skills required to interact with diverse users and provide clear and concise solutions. By the end of this course, you’ll have a clear understanding of the business context of IT support and ITIL best practices.
02 / Lessons & labs
See exactly what you will learn and practice
Lessons
12 Interactive Lessons · 40 topics01 Introduction 4 topics +
- Organization of the Text
- Key Pedagogical Features
- A Brief Word on Mind Mapping
- Conclusion
02 Introduction to Help Desk Support Roles 4 topics +
- Understanding the Support Center
- The Role of the Help Desk Professional
- Understanding Users
- Typical Incident Process
03 Communication Skills 4 topics +
- Elements of Communication
- Recognizing Communication Barriers
- Comparing Different Communication Methods
- Handling Difficult Situations
04 Personal Skills 4 topics +
- Recognizing the Value of Attitude
- Managing Stress
- Managing Your Time
- Managing Your Career
05 Technical Skills 4 topics +
- Working with Personal Computers
- Working with Networks
- Working with Mobile Devices
- Understanding the Product
06 Security Skills 3 topics +
- Protecting IT Resources
- Understanding Malware
- Managing Risk
07 Troubleshooting Skills 3 topics +
- Recognizing Key Troubleshooting Steps
- Following Standard Operating Procedures (SOPs)
- Understanding Problem-Solving Skills
08 Writing Skills 4 topics +
- Comparing Writing Styles
- Understanding Technical Writing
- Writing for Customers
- Writing for Internal Personnel
09 Training Skills 3 topics +
- Effective Training Skills
- Steps Involved in Training
- One-on-One Training vs. Group Training
10 Business Skills 4 topics +
- Reviewing Core Business Skills
- Shaping the Business
- Aligning the Business
- Understanding ITIL
11 Calculating Help Desk Value 3 topics +
- Calculating Value with Performance Metrics
- Identifying Help Desk Costs
- Creating a Cost Benefit Analysis (CBA)
12 Appendix +
04 / FAQs
Questions before you start
Is this course suitable for beginners? +
Yes, this is a beginner-friendly course.
Will I get an IT Help Desk Professional Certification? +
Yes, you will get a certificate of completion at the end of this course.
What are the prerequisites for this course? +
No, there are no formal prerequisites to enroll for this course.
How is this course different from other customer service courses?+
This course dives into the technical skills and knowledge required to work as a help desk specialist whereas other customer service courses focus only on soft skills development.
What is the estimated salary of a certified help desk technician?+
The average annual salary for certified help desk technicians in the US is around $122,000. This may vary depending on your experience and region.
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