Help desk Support Specialist Training and Guide

Designed to help prepare for new IT students or Entry level IT Technicians
  • Lectures 52
  • Video 10 Hours
  • Skill level all level
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion

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Course Description

This course is a study of Help administration and real world skills, including how to manage system resources (users, group users, and system storage). By the completion of this course, you will be able to configure, secure, manage users, and apply user- and host-based security. You will participate in Project labs and evaluate system administration concepts as they apply to real world scenarios.

What am I going to get from this course?

  • Over 52 lectures and 9.5 hours of content!
  • By the end of this course , you will be able to start as help desk career
  • Identify and Resolve Desktop Application Issues
  • Identify the Cause of and Resolve Networking Issues
  • Manage and Maintain Systems That Run Windows xp,7
  • Identify the Cause of and Resolve Security Issues
  • Advance your career path

What is the target audience?

  • IT students
  • IT professionals

Curriculum

Section 1: Lets Start
Course Intro Video
05:08
Course Outcome
Text
12:20

Udemy is also great course to learn about helpdesk support , 2014 is also from scratch but new courses .

Facebook Page
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Section 2: Basic information and tips for support specialist
06:27

Overview and some changes to the course .

27:41

Guide to become a Help desk Support Specialist

The first step to becoming a help desk specialist is deciding which area of computer support you want to go into. You may be better suited for administering databases, helping to build new computer networks or troubleshooting hardware problems, for example. Getting a lower end job doing something routine such as resetting forgotten passwords can be a helpful springboard at this point.

Once you know what type of help desk specialist you want to become, then you can concentrate on getting certified to do that specific job. You will probably need to get at least the A+ Certification regardless of the type of help desk specialist you want to become.

As an Help Desk support technician, you typically are the face of IT for people working in medium-sized organizations or larger enterprises. You might start by deploying and supporting desktop operating systems. But depending on the company’s size, you might specialize in a support area, such as troubleshooting networks or managing security.

Possible Job Titles:

——First or Entry -level Support $
————————————–Lead Support Technician $$$
——————————————————————Help Desk Manager $$$$

Salary Range : 35k-50k+

Step One :

Essential Communication Skills
Introduction to the Support Industry
Understanding Customer Satisfaction
Telephone Communication Skills
The Call-Handling Process
Dealing With Difficult Customer-Service Situations
Developing and Practicing Assertiveness in Customer Support
Human Resource Issues in the Support Environment
Ethics in the Workplace
Team Building Practices, Principles and Issues
Tools, Problem Solving, and Processes
Staying Current in the Industry
Tools and Technologies for the Support Center
Overview of Network Administration
Disaster Recovery Procedures
Understanding Computer Telephony Integration
Creativity and Problem Solving
The Six-Step Problem-solving Process
Support Processes and Process Integration

Cover All of the Above topics by learning from the video Training below :
CompTIA A+ Training by professor messer (Videos)
CompTIA Network+ Training by professor messer(Videos)
Windows 7 Training by professor messer (Videos)

Windows-Administration
IT Books
by nexus.realtimepublishers.com
Desktop Management:
IT Books
by nexus.realtimepublishers.com

Advance Learning :
Windows Server 2008 Training : Great Video Training by technoblogical.com

Free Windows Group Policy Training : by GPOGUY.com

Step Two :

Earning a CompTIA and Microsoft Certification helps validate your proven experience and helps you build your career, whether you are new to technology or a seasoned professional. The benefits you receive after achieving a CompTIA and Microsoft certification provide you opportunities to connect with a vast, global network of CompTIA and Microsoft Certified Professionals (MCPs). Research shows certification is a value to you and your organization:

I ALSO RECOMMEND TAKING TECHNICAL COURSES IN A COMMUNITY OR LOCAL TECHNICAL COLLEGE . YOU WILL HAVE MORE CHANCES OF GETTING TRAINING ON DIFFERENT HARDWARE BEFORE GETTING APPLYING FOR REAL JOB. ALSO COLLEGES AND TECHNICAL INSTITUTIONS OFFER INTERNSHIPS, WHICH WILL HELP YOU WITH FINDING PART TIME AND FULL TIME JOB.

CompTIA A+ Training by professor messer (Videos) FREE
CompTIA Network+ Training by professor messer(Videos) FREE
Windows 7 Training by professor messer (Videos) FREE (MCITP)
Microsoft Certified IT Professional (MCITP) by Microsoft ( NOT FREE ).

Ask Questions about Certifications : Professormesser Forum.

Practice Test Samples : by Proprofs.com

Step Three:

Online Communities can be very helpful for newbie or an Expert . OTC can provide IT Best Practices, How-tos, Product Reviews, discussions, articles for IT Professionals in small and medium businesses. you can address your technical problems in the community forums . i think this is the best way to solve some confusing problems with the help of other IT professional all around the world. Take this option as your best friend while on the job :)

Top Online Technical Communities :

Spiceworks : Over 1500000 IT professionals using Spiceworks ( I use this one )
Spiceworks

Technibble : Forum for Computer Technicians to Discuss the Computer Repair Problems
TechNet Support:Find answer to a technical issue by Microsoft

My site will also cover hands on Training like , computer lab management , Imaging computers , Troubleshooting business computers and more ( Coming soon )

Step Four :

Post your resume on major job search engines . or Search it on your own , use key words like ” desktop support ” ” help desk support “”IT internship ”

Indeed: ( MY Favorite )

Dice:

Monster:

Career Builder:

Washington Post:

Step Five: Get References :

Try to get work for paid or unpaid projects with other IT Professionals . Ask them for help with references this will make your resume look stronger and you will be more confident getting a real job.

Prepare your self for  some Basic interview Questions : 

http://www.geekinterview.com/Interview-Questions/Help-Desk/Desktops

http://www.careercert.info/2009/06/interview-questions-for-desktop-support.html

http://microsoftworld.blogspot.com/2008/02/desktop-support-interview-questions.html

https://docs.google.com/fileview?id=0B3pGEcKYCUI0YTgxZjVmOTYtOTRhYi00OGQzLWFiM2QtN2EzNjUyODBjMDNm&hl=en

In this job 80% you will be dealing with people , many question are focused on how well will you handle stress or unhappy empolyees .

Final Step :

Check the sample resume below ask your self can you do all this if you can then you are ready to take on this position and hopefully start a career . Good luck if you need help please leave comments below
i or other professionals will try TO help .

Thank you :

DANDESKTOPSUPPORT

Sample Job Posting

The Help Desk Technician’s role is to support computer operation for scientific research, administrative and operational groups using a variety of hardware and operating systems (Macintosh and Windows). This includes receiving, prioritizing, documenting, and actively resolving a wide range of help requests. Problem resolution will involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on, customer service oriented help at the desktop level.

Principal Responsibilities:

Respond to incoming help requests from users via, phone, e-mail and ticket tracking system in a prompt and courteous manner
Document all information pertinent to help requests and their resolution
Accurately record and track hardware assets for inventory management purposes
Build rapport and proactively elicit problem details from users
Prioritize and schedule help requests. Escalate requests (when required) to the appropriate technician or team
Record, track, and document the help desk request problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization
Provide remote support, including installing and upgrading software, implementing file backups, installing anti-virus software and configuring systems and application.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Preferred Qualifications:

Bachelor’s Degree or two years related work experience
Related desktop support certifications a plus.
Knowledge of basic computer hardware, including Apple, Dell and Lenovo.
Experience with desktop operating systems, including Mac OS and Windows.
Extensive application support experience with Microsoft Office Suite.
Good understanding of the organization’s goals and objectives
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
Strong documentation skill.
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment.

Help desk Support Specialist Free Training Basic
00:38
Tips for Help Desk Support Technicians
01:03
09:28
Desktop support provides first-level or end-user/customer telephone support for computer systems, which may include software, hardware or telecommunication systems. Troubleshoots hardware and software problems, assists users with desktop applications and provides user training. Utilizes applications such as Tivoli to track user requests from trouble-ticket generation through problem resolution. Will escalate a problem to other network or system support personnel when the problem is not easily identified and corrected.
08:51
NOTE ALL THE SOFTWARE IN THIS VIDEOS WILL BE FREE AND OPEN SOURCE NO MONEY INVOLVED SO TAKE AN ADVANTAGE for people who wants to get in to IT field or already in this field this video is all about new people in IT . from this video you will learn how to make desktop support job easy and simple. First part of this video is all about information and what type of audience are targeted . other videos will be practical . my goal is to teach new people and make there searching easy . i have search every thing my self and tested it. so far i am pretty happy with the job. i would love to see comments from experts and help us all out to become much better and professional in this field . VIDEO ONE ( GENERAL INFO ABOUT JOB ) VIDEO TWO ( OPEN SOURCE SOFTWARE TECHNIQUES AND FULL WORKING IT SYSTEM THAT WILL MAKE YOU JOB ESASY) VIDEO THREE AND MORE ABOUT PIRATICAL INSTALLATIONS AND HOW ALL excuse my English its not my first language i try my best to keep it clear :( IF YOU HAVE ANY QUESTION YOU CAN EMAIL ME DANDESKTOPSUPPORT@GMAIL.COM THANK YOU
Section 3: HelpDesk Ticket System
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Help desk ticket system training
Help desk software is used by support desk agents (also called operators) to monitor the user environment for issues ranging from technical problems to user preferences and satisfaction.

Businesses typically use help desk software to:
•answer commonly asked questions with an FAQ or knowledge base
•track issues through their life-cycle
•streamline and record customer interactions, including phone calls & live chats

Help desk software reduces the need to rely upon email-only support, reducing the number of transactions and missed or lost messages.

Businesses also use help desk software to track and manage support metrics (also called analytics). Popular metrics include:

•Assignment time
•Agent productivity
•Resolution time
•% of tickets solved within 4 hours
•Day/time ticket creation

TEST TEST PLAY AROUND WITH THIS SOFTWARE .

you can also use this in your resume which will give me better chances to get
jobs .

Section 4: Learn Hardware ( By proffesor Messer)
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1.0 – Introduction to Personal Computers (25:46) 1.1 – Storage Devices (20:33) 1.2 – Motherboard Form Factors (15:22) 1.2 – I/O Interfaces (16:43) 1.2 – Memory Slots (9:19) 1.2 – Processor Sockets (7:39) 1.2 – Bus Architectures and Expansion Slots (20:47) 1.2 – PATA and SATA (15:05) 1.2 – RAID (13:1…
Section 5: Learn and Trouble Shoot Networking ( by Proffesor messer )
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4.1 – Protocols and Addresses (24:10) 4.1 – Common Ports (11:15) 4.1 – Network Technologies (18:20) 4.1 – IPv4 and IPv6 (9:38) 4.2 – Network Cabling and Connectors (16:23) 4.3 – Network Types (13:23) 4.3 – Wireless Networking (21:11) Trouble Shooting and more 3.1 – Troubleshooting TCP/IP Settings (1…
Section 6: Active Directory use by IT Support / Helpdesk
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What is Active Directory (AD)?   Active Directory is Microsoft's directory service that allows administrators to assign policies, deploy software, and apply updates for an entire organization. AD also allows users to store data in a central location, where it is backed up. Benefits Active Directory…
13 pages
Lab from microsoft
15:59

Chapter 3 : Lecture 10

 

Basic Active Directory Training 2012 server
24:23
Section 7: Security implementation and troubleshooting
07:55
IN this video you will learn how to install untangle . its very usefull open source software with great features. if you need help email me dandesktopsupport@gmail.com
14:12
IN this video you will learn how to install untangle . its very usefull open source software with great features. if you need help email me dandesktopsupport@gmail.com
10:48
IN this video you will learn how to install untangle . its very usefull open source software with great features. if you need help email me dandesktopsupport@gmail.com
10:27
IN this video you will learn how to install untangle . its very usefull open source software with great features. if you need help email me dandesktopsupport@gmail.com
Section 8: Manage and Monitor Clients
09:40
every thing in this videos are open source and FREE to use .
12:08
every thing in this videos are open source and FREE to use .
11:09
no description available
12:44
every thing in this videos are open source and FREE to use .
Section 9: Computer lab management
10:34
Italc on window 7
08:05
italc is free lab management software YOU CAN LOCK SCREEN REMOTE CONTROL VIEW LIVE AND MORE BEST TOOL FOR TEACHERS AND IT SUPPORT if you need more help about gettin it work http://itt.isgreat.org/index.php?p=1_14_Free-Lab-Management-Softwares i will help u out :)
15:22
back up files or images from single server
07:31
Open source Backup file Server
25:23

Managing computer labs are not easy but if you have right tools to manage then this job is very easy.

So I recently imaged a new lab with 2007 office on it but one of the teacher called me last night and asked me if I can put 2003 on all of the computers.  Now if I didn’t have these tools I would just hold my head and jump off the roof lol just jk .

Here is what I did to deploy office 03 with out going to the lab physically.

FOR FULL HOW TO CLICK ON THIS TUTORIAL ( 25 MIN VIDEO )

http://www.youtube.com/watch?v=JHc4ie-RrTg

Tools I used to accomplish this task.

 

Intallrite  ( snap shot software installed it )

http://www.softpedia.com/dyn-postdownload.php?p=78545&t=4&i=1

Pugos server (already installed)

http://server1.fiberdownload.com/19_kituri/Purgos.msi

Italc server (already installed)

http://sourceforge.net/projects/italc/files/   ( italc 2 for win 7 and italc for xp )

Tutorials on how to install italc on xp and win 7

http://www.udemy.com/lectures/free-lab-management-software-italc-109-44548.html

Free Course ( help desk specialist and more help videos )

http://www.udemy.com/desktop-support-specialist-free-training/

 

 

What else can I do with this software?

I also took a snap of updates and deploy the same way (yes it works)

I can change home page on all computers from using these software’s (works)

The combination fo these three open source software’s are lethal (Test on xp only)

But unfortunately two are out dated, purgos and intallrite ( I still use it no problems so far )

Note :  I like purgos because I can do many things and run the command right after copying the source file but if can do the same with other techniques then you don’t need purgos, its just easy to install msi or exe file with purhos , because it saves every thing in package .

 

Section 10: Imaging computers training ( Back up and Restore )
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8.1 – Windows 7 Backup (13:00) 8.2 – Windows 7 System Recovery Options (13:17) 8.3 – Windows 7 File Recovery Options (10:34)
computer imaging back up and restore tutorial
41:40
Section 11: Deploying Windows ( Server and Client )
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2.1 – Deploying Windows 7 (9:06) 2.2 – Creating a Reference Image (20:40) 2.3 – Capturing an Image (15:56) 2.4 – Preparing for Deployment (25:17) 2.5 – Deploying a System Image (32:37) 2.6 – Working with Virtual Hard Disks (28:21)
Section 12: Remote software deployment
Remotely deploy flash and java to clients
Unavailable
Remotely Deploy or install Firefox over network
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Section 13: Remote Support Tools and Trouble Shooting
Section 14: Tune up and Virus Troubleshooting on the job
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2.1 – The Troubleshooting Process (15:08) 2.2 – Operating System Issues (14:23) 2.2 – Hardware Issues (9:23) 2.2 – Documentation and Resources (9:49) 2.3 – Troubleshooting Printing (13:48) 2.4 – Diagnosing and Troubleshooting Laptops (19:42) 2.5 – Preventive Maintenance (11:19) UPDATED : 4.1 – Resol…
23:57

Troubleshooting virus problems windows xp and windows 7 

Cleaning and Tuning Windows Computers on the job or home
21:15
Clean and Tune up office computers
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This is like my  arsenal share if you know some other good ones

Update computers quickly
09:21
Section 15: Data Recovery
10:12

Data Recovery

How to recover data from a dead hard drive?

What is dead hard drive?

When you find your hard disk does not responding anymore , when you’re trying to boot from it and then it stops and you can’t access it. In such condition, your hard disk drive might become dead.

How to recover data from a dead hard drive?

Step  1 : Watch DATA recovery Video ( Step by Step Instructions )

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Section 16: Interview Questions for Desktop Support Technician/Analyst
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Interview Questions for Desktop Support Interview Questions for Desktop Support Technician/Analyst General Questions   Q. What desktop operating systems are you familiar with? A. Before you answer this question, you should have some background information on what operating systems are used within th…
Section 17: View and Control Other Computers
08:00

What is iTALC?

iTALC is a use- and powerful didactical tool for teachers. It lets you view and control other computers in your network in several ways. It supports Linux and Windows XP, Vista and 7 and it even can be used transparently in mixed environments!

In contrast to widely used commercial equivalent software, iTALC is free! This means you do not have to pay for expensive licenses or things like that. Furthermore the source-code is freely available and you're free in changing the software to fit your needs as long as you respect the terms of iTALC's license (GPL). Freedom in two ways!


Features

iTALC has been designed for usage in school. Therefore it offers a lot of possibilities to teachers, such as
  • see what's going on in computer-labs by using overview mode and make snapshots
  • remote control computers to support and help other people
  • show a demo (either in fullscreen or in a window) - the teacher's screen is shown on all student's computers in realtime
  • lock workstations for moving undivided attention to teacher
  • send text messages to students
  • powering on/off and rebooting computers per remote
  • remote logon and logoff and remote execution of arbitrary commands/scripts
  • home schooling - iTALC's network-technology is not restricted to a subnet and therefore students at home can join lessons via VPN-connections just by installing iTALC client
Furthermore iTALC is optimized for usage on multi-core systems (by making heavy use of threads). No matter how many cores you have, iTALC can make use of all of them.  
Section 18: Other IT related Videos
09:22
GOOD FOR FILE SHARING SECURE WORKS BEST IN INTRANET GREAT TOOL FOR IT SUPPORT
HFS Free Webserver (beta)
05:41
Portable-VirtualBox to a USB Flash Drive ( New )
10:02
Section 19: Ask IT Pros or Help with problems
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THIS WILL TAKE YOU TO SPICEWORKS SITE ( YOU CAN GET HELP FROM 1 MILLION PLUS IT PROS ) TO SEE REAL TIME PROBLEMS THIS IS MUST GO PLACE FOR NEW STUDENTS ITS FREE Apps Adobe Apache CA ARCserve Cilantro Citrix CRM Epicor Software Financial Software Freeware Google Apps LogMeIn Microsoft Dynamics Micros…
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How-tos Learn how IT Pros solve common problems. Share what you know and help the community. Windows (582) Apps (308) Spiceworks (278) Best Practices and General IT (172) Security (162) Networking (151) Hardware (144) Communications (143) Linux/Unix (65) Non-IT (59) Mobile Computing (59) Programming…
Section 20: User Video Request
User Video Request
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Help Desk Jobs in Your Area
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History of this course
Upcoming

Instructor Biography

Danish Haider , Founder: Jobskillshare.org

About Danish Haider ( Dandesktopsupport )

Facebook (Dandesktopsupport@gmail.com)

Linkedin

Dan has worked in technology for over 10 years. He has been certified and instructing IT since 2005. He has helped many to get started or advance their careers in the IT industry.

When he is not in the classroom, he is out helping corporations with their network infrastructure as an independent consultant. Dan will get you ready the skills needed to succeed in the "real world".

His teaching style encourages you to have fun while you learn.

Full Profile

Reviews

Average Rating
4.8
Details
  1. 5 Stars
    24
  2. 4 Stars
    0
  3. 3 Stars
    2
  4. 2 Stars
    0
  5. 1 Stars
    0
    • Tim Mitchell

    Desktop Supporter

    Great Course and i enjoyed every class

    • Edwina Corbett

    Great Course

    If you want to know something thoroughly, then this is it, very informative, helpful, love the interview questions. Top material for anyone wanting to venture into Helpdesk

    • JmK

    Great Course, Outstanding Individual

    I am someone just getting back into the I.T. field, probably going to get my feet wet with a desktop support or help desk related job opportunity... I must say Danish Haider has done an extremely helpful service for thousands of people out there... the information is great, and even with some redundancy... it helps you remember the different programs and their uses. I&#039;m very appreciative of being able to get this kind of information... and the price is right =) ... Keep up the great work Danish.

    • Natashia Jones

    This course is very helpful, easy to understand, and you gain knowledge for free that you would otherwise have to pay for. The instructor replys promptly to questioons and comments a like. Thanks for such an amazing free course and I would recommend it to

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