
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
Introduction to Help Desk Support Roles
Understanding the Support Center
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The Role of the Help Desk Professional
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Understanding Users
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Typical Incident Process
Communication Skills
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Elements of Communication
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Recognizing Communication Barriers
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Comparing Different Communication Methods
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Handling Difficult Situations
Personal Skills
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Recognizing the Value of Attitude
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Managing Stress
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Managing Your Time
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Managing Your Career
Technical Skills
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Working with Personal Computers
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Working with Networks
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Working with Mobile Devices
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Understanding the Product
Security Skills
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Protecting IT Resources
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Understanding Malware
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Managing Risk
Troubleshooting Skills
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Recognizing Key Troubleshooting Steps
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Following Standard Operating Procedures
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Understanding Problem-Solving Skills
Writing Skills
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Comparing Writing Styles
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Understanding Technical Writing
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Writing for Customers
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Writing for Internal Personnel
Training Skills
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Effective Training Skills
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Steps Involved in Training
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One-on-One Training vs. Group Training
Business Skills
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Reviewing Core Business Skills
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Shaping the Business
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Aligning the Business
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Understanding ITIL
HelpDesk Training Course


Program fees
USD 1,334
To register, please click on the tab below, or for further assistance get in touch with us on info@iti.ae , or give us a call at 8004852