Help Desk - Technician

Name: Help Desk - Technician
Rating: 4.3 (98 reviews)

An introductory course about being a technician in the help desk industry.

Created byThe Art Of Service

Last updated 3/2023

English

What you'll learn

Learn the principles of customer service
Learn the principles of IT service management
Understand the advance technical knowledge and skills for help desk staff and technician

Course content

8 sections • 41 lectures • 2h 9m total length

Introduction to the Program3:16

Definition of Customer Service and Service & Components of Customer Service2:45
This lecture will discuss the definition and components of customer service.
Face-to-Face Contact, First Impressions and The Help Desk is the Company1:42
This lecture will discuss face-to-face contact and first impressions in customer service.
Conflict Defined, Functional and Dysfunctional Conflict1:31
This lecture will discuss conflict and introduce functional and dysfunctional conflict.
Levels of Conflict, Perceptions and Assumptions & Conflict Resolution Styles5:23
This lecture will identify the levels of conflict and discuss conflict resolution styles.
Intra & Inter Organization, Group and Personal Conflict2:59
This lecture will discuss intra- and inter-organization conflicts, intra- and inter-group conflicts and intra-and inter-personal conflicts.
Handling Conflict, Building Relationships and Alternate Resolution7:51
This lecture will discuss handling conflict, building relationships and an alternate solution in dealing with conflict.
Conflict with Employers and Organizations & Desired Outcomes of Conflict7:04
This lecture will discuss some desired outcomes of conflict.

Introduction and What is Assertive Behavior2:14
This lecture will define and discuss assertive behavior.
Assertive Rights of an Individual5:16
This lecture will talk about the assertive rights of an individual.
Myths of Non-Assertive Behavior6:05
This lecture will identify some myths of non-assertive behavior.
Steps to Improve Professional Assertiveness1:24
This lecture will identify steps in improving professional assertiveness.
Assertion Strategies, Body Language and Assertive Bahavior1:52
This lecture will discuss assertion strategies and behavior.
Decision Making Skills and Management Decision Making2:14
This lecture will talk about decision-making skills and management decision making.
Bad Decisions in Customer Service2:58
This lecture will focus on some bad decisions regarding customer service.
Group Decision Making and Brainstorming Technique2:58
This lecture will discuss making group decisions and learn brainstorming techniques.
Group Decision Types and Group Consensus Guidelines4:03
This lecture will identify types of group decision and discuss group consensus guidelines.

Introduction and Providing Effective Supervision0:47
This lecture will discuss providing effective supervision.
Tips for Learning the Ropes and Effective Supervising3:45
This lecture will discuss some tips on learning customer service and effective supervising.
Setting Goals1:56
This lecture will talk about setting goals in customer service.
Introduction and Becoming a Good Writer1:35
This lecture will talk about becoming a good writer.
Rules of Writing1:35
This discussion will focus on the rules of writing.
The 4 C's and Proofreading Tips2:34
This lecture will talk about the four Cs in writing and discuss tips on proofreading.

Introduction, Definition and Value of ITSM1:45
This lecture will define and discuss ITSM.
Good Practice, Business and IT Alignment6:09
This lecture will discuss good practices and IT alignment in ITSM.
What are Services and Process2:50
This discussion will focus on service and process in ITSM.
Generic Process, Functions and the RACI Model4:29
This lecture will discuss the generic process of ITSM and the RACI model.
Introduction, Definition and Terminology of Capacity Management4:21
This lecture will define and discuss capacity management.
Capacity Plan and Consequences of Reactive Bahavior2:42
This lecture will discuss capacity plan and the consequences of reactive behavior.
Definition and Terminology of Change Management5:47
This lecture will define and discuss change management.
Activities, The 7 R's of Change Management and Remediation Planning6:46
This lecture will discuss the 7 Rs of change management.

Introduction and the Need for Service Operation1:51
This lecture will discuss the need for service operation.
Communication Within Service Operation and Service Operation Phase2:04
This lecture will discuss the service operation phase, and having communication in service operation.
Definition, Terminology, Types and Activities of Event Management3:50
This lecture will define and discuss event management.
Problem Management and Terminology1:42
This discussion will define and discuss event management.
Incidents-Problems-Known Error & Reactive and Proactive Activities2:42
This lecture will discuss reactive and proactive activities.

Introduction, Desktop Environments, SOE and Managing SOE1:50
This lecture will discuss desktop environments, and the definition and management of SOE.
TCP/IP Networks, Network Addressing, Managing Networks and Network Devices2:04
This lecture will discuss technical knowledge for help desk technicians such as TCP/IP Networks and Network Devices.
Critical Networks, Server Environments, Monitoring Events and Software Updates2:47
This lecture will discuss technical knowledge for help desk technicians such as critical networks and server environments.
Remotely Managing Servers, Monitoring Performance and Remote Access1:34
This lecture will discuss technical knowledge for help desk technicians such as remotely managing servers, monitoring performance and remote access.

Exam Information1:00
Now that you've finished your Udemy course, - you are eligible to sit your official Certification exam.

Certification is not mandatory.

Once you've completed the course, email our exam department at support@theartofservice.com to purchase your exam voucher and sit your final exam.
Exam access includes more information to better prepare for the exam including a workbook, sample exam plus the final exam.
Please include the course name in your email for us to send the correct information.
Any questions please contact support@theartofservice.com

You will receive a PDF certificate through your email upon passing the examination.

Requirements

Basic understanding of the business industry
Basic foundation of the help desk industry
Knowledge of the English language

Description

To assist an individual seeking employment as a Help Desk technician, this program and associated workbook aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform.

A typical Help Desk Technician provides an extension of the skills required by a senior Help Desk technician, who may be responsible for second-line support as well as for performing specialist maintenance activities.

This program does assume the reader already has some technical knowledge that will be utilized in a Help Desk role. The focus of the program is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed.

Who this course is for:

Anyone looking to gain an understanding of help desk technician and its practical application in the business environment.

Help Desk - Technician

What you'll learn

Explore related topics

Course content

Introduction1 lecture • 3min

Customer Service Principles (Part 1) - Customer Service and Conflict Resolution7 lectures • 29min

Customer Service Principles (Part 2) - Decision Making and Assertiveness9 lectures • 29min

Customer Service Principles (Part 3) - Effective Supervision and Writing Reports6 lectures • 12min

IT Service Management Principles (Part 1)8 lectures • 35min

IT Service Management Principles (Part 2) - Service Operation and Event Mgt5 lectures • 12min

Advanced Technical Knowledge and Skills for Help Desk Staff-Help Desk Technician4 lectures • 8min

Evaluation Form1 lecture • 1min

Requirements

Description

Who this course is for: