• Whatsapp
  • Instagram
  • Facebook
  • Twitter
  • LinkedIn
  • YouTube

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

  • The Role of the Help Desk Professional

  • Understanding Users

  • Typical Incident Process

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

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

© 2022 by INTERNATIONAL TRAINING INSTITUTE. DUBAI, KNOWLEDGE PARK