About Danish Haider ( Dandesktopsupport )
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.
Take your courses with you and learn anytime, anywhere.
Learn and practice real-world skills and achieve your goals.
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.
Udemy is also great course to learn about helpdesk support , 2014 is also from scratch but new courses .
Overview and some changes to the course .
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)
Advance Learning :
Windows Server 2008 Training : Great Video Training by technoblogical.com
Free Windows Group Policy Training : by GPOGUY.com
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
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 )
My site will also cover hands on Training like , computer lab management , Imaging computers , Troubleshooting business computers and more ( Coming soon )
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 )
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 :
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 :
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.
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.
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 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:
•% 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
Chapter 3 : Lecture 10
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 )
Tools I used to accomplish this task.
Intallrite ( snap shot software installed it )
Pugos server (already installed)
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
Free Course ( help desk specialist and more help videos )
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 .
Troubleshooting virus problems windows xp and windows 7
This is like my arsenal share if you know some other good ones
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.
Step 1 : Watch DATA recovery Video ( Step by Step Instructions )</p>
Great Course and i enjoyed every class
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
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'm very appreciative of being able to get this kind of information... and the price is right =) ... Keep up the great work Danish.