A helpdesk is a resource intended to provide the customer or end user with information and support related to a companies or institution’s products and services.

The purpose of a help desk is usually to troubleshoot problems or provide guidance about products such as computers, electronic equipment, food, apparel, or software.

 

 COURSE OUTLINE 

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Introduction to Help Desk Support Roles

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Understanding the Support Center

• The Role of the Help Desk Professional

• Understanding Users

• Typical Incident Process

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Communication Skills

• Elements of Communication

• Recognizing Communication Barriers

• Comparing Different Communication Methods

• Handling Difficult Situations

 

Personal Skills

• Recognizing the Value of Attitude

• Managing Stress

• Managing Your Time

• Managing Your Career

 

Technical Skills

• Working with Personal Computers

• Working with Networks

• Working with Mobile Devices

• Understanding the Product

 

Security Skills

• Protecting IT Resources

• Understanding Malware

• Managing Risk

 

Troubleshooting Skills

• Recognizing Key Troubleshooting Steps

• Following Standard Operating Procedures

• Understanding Problem-Solving Skills

 

Writing Skills

• Comparing Writing Styles

• Understanding Technical Writing

• Writing for Customers

• Writing for Internal Personnel

 

Training Skills

• Effective Training Skills

• Steps Involved in Training

• One-on-One Training vs. Group Training

 

Business Skills

• Reviewing Core Business Skills

• Shaping the Business

• Aligning the Business

• Understanding ITIL