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Help Desk Analyst

Boost your career with this book, pass the e-Learning course, and achieve your Help Desk Analyst certificate.
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  • 1.5 hours on-demand video
  • 2 Articles
  • 13 Supplemental Resources
  • Full lifetime access
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  • Certificate of Completion
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A verifiable Certificate of Completion is presented to all students who undertake this course. Present this certificate to the Project Management Institute (PMI) for 6 PDUs

Your primary responsibility as a Help Desk Analyst is to provide top-notch first-level support, which will require troubleshooting technical issues, supporting complex software and computer technology in a high-service environment.

Boost your career with this book, pass the included certified elearning course, and achieve your Help Desk Analyst certification.

How to register for your exam

1. Complete the Help Desk Analyst Course

2. Once you've completed the course, email our exam department at to purchase your exam voucher and sit your final exam.

3. Your exam can be scheduled online and you will receive a PDF certificate when you pass your exam.


This book and certification is for any professional or company that’s looking to offer professional-grade IT support service with very little effort. Using the benefits of elearning certification, The Art of Service has helped professionals in all industries move their help desk and customer support operations to the next level. Companies that can attest to the fact that with this book and course, the name of the game is simplification.

The Help Desk Analyst Complete Certification course is built upon the idea that help desk support doesn’t have to be complicated and cumbersome.To assist an individual seeking employment as a Help Desk analyst, 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.

This program does assume the reader already has some technical knowledge that will be utilised 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 is the target audience?
  • Professionals interested in becoming an IT Help Desk Analyst
  • IT Graduates
  • People re-entering the work force wanting to understand the demands of an IT Help Desk job
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What Will I Learn?
Upon completing this course you are eligible to sit the official Help Desk Analyst Certification Exam
Learn how to get employment as a Help Desk Analyst
Know how to perform duties relating to the development, maintenance and support of an organization's Information Technology
Learn how to provide Support to end-users on a variety of IT issues
You'll be able to Identify, research and resolve technical problems
You will learn how to respond to phone calls, email and 'in person' requests for technical support
You know how to document, track and monitor problems to ensure a timely resolution
View Curriculum
  • You will need some technical knowledge before you start this course
Curriculum For This Course
Expand All 45 Lectures Collapse All 45 Lectures 05:59:11
4 Lectures 06:57

This video introduces the Help Desk Analyst Certification course and what you will learn in this course

Preview 01:58

What are the success secrets to get a job as Help Desk Analyst? What are employers looking for?

Preview 02:50

This video gives an overview of the skills and knowledge required to become a successful Help Desk Analyst

Preview 02:09

Please read these two pages from your Certification Kit textbook as it covers the lectures from this section in more detail.

Reading Assignment Section 1
2 pages
Customer Service
10 Lectures 19:57

What is Customer Service?

What are the definitions of Service?

What different types of customer do you support as Help Desk Analyst?

Preview 02:50

This video teaches you the importance of verbal and non-verbal communication and how to use this in a Help Desk situation.

Customer Service Principles: Communication

This video covers the basic telephone skills and some hints & tips on successful customer service via the telephone

Customer Service on the Telephone

Effective Communication via the telephone is not easy. This video covers the basics and helps you build your telephone skills.

Effective Communication via the Telephone

First impressions are important - but how do you leave a positive first impression via the telephone? This video covers the important points to become more effective on the phone


Often when customers contact the Help Desk, it's because they have a complaint. This video covers strategies on how to deal with these complaints in a positive way.

Handling Complaints

The difference between an average Help Desk employee and a Help Desk Analyst? The ability to do problem solving... this video covers the main areas for problem solving and why it is so important

Preview 01:47

Exercise One - Job Role
1 page

Exercise Two - Customer Service
2 pages

The end of module quizzes help you to consolidate your understanding of the topic.

Each question has only ONE correct answer.

Customer Service Quiz
4 questions

Please read the following 20 pages from your Certification Kit textbook as it covers the theory from this section in more detail.

Reading Assignment Section 2
20 pages
2 Lectures 01:39
Help Desk Administration Tasks

Please read the following page from your Certification Kit textbook as it covers the theory from this section in more detail.

Reading Assignment Section 3
1 page
IT Service Management & Common Terminology
6 Lectures 15:53

The Help Desk plays an important role in the delivery of IT Services. As Help Desk Analyst you need to understand where your role fits into the methodology - this video gives a high level introduction.

IT Service Management Introduction

Why do companies use IT Services? What is the benefit of the HelpDesk for the company? These questions are answered in this video

ITSM - Business and IT Alignment

What is the difference between an IT Service, IT Processes and Functions of the IT department?

IT Services, Processes and Functions

What do all processes have in common? And how do you measure the success of a process? All this and more covered in this video

IT Service Management Processes

Exercise Three - IT Service Mangement
1 page

4 questions

Please read the following 16 pages from your Certification Kit textbook as it covers the theory from this section in more detail.

Reading Assignment Section 4
16 pages
Service Delivery Principles
5 Lectures 10:04

What is the common terminology used around Service Level Management? This lecture covers the items that are important for the Help Desk Analyst role

Service Level Management

Service Catalogue

Service Level Agreements are important at the Help Desk as they determine what is and is not included in the service you deliver.

Service Level Agreements

Exercise Four - Service Catalog
2 pages

Service Delivery Principles
4 questions

Please read the following 9 pages from your Certification Kit textbook as it covers the theory from this section in more detail.

Reading Assignment Section 5
9 pages
Service Operation Principles
8 Lectures 25:25

The Help Desk is at the centre of the Operations side of the business. As Help Desk Analyst it's important to understand what role you play in effective Service Operations.

Service Operation Principles

What are the different types of Help Desks? What are the benefits and challenges for each of these types?

The Help Desk Function

The Help Desk does not stand alone - it is supported by various functions that perform 2nd line support. This lecture discusses the different other Functions involved in delivery high quality customer service.

Other Functions supporting the Help Desk

What is the reason Help Desk Analysts receive automated tasks in their work queue? This lecture on Event Management holds important clues

Event Management

Faults, errors, mistakes, breaks... it doesn't really matter what you call it -- the Help Desk Analyst spends most of their time dealing with incidents.

This lecture covers the activities and process flow of a standard Incident Management process for the Help Desk

Incident Management

Problem Management is a process mainly performed by 2nd line support engineers. This lecture covers the Goal and activities of Problem management, as well as the rise of Self Help options for customers.

Problem Management

Who needs access to the IT systems? And what happens when a person resigns or is demoted? These questions are asked as part of the Access Management process - and its activities are important for the Help Desk employee.

Request Fulfilment and Access Management

Service Operations Principles
4 questions

Please read the following 38 pages from your Certification Kit textbook as it covers the theory from this section in more detail.

Reading Assignment Section 6
38 pages
Common Technical Knowledge & Skills
5 Lectures 19:16

When you work at a Service Desk you will receive lots of technical questions. This lecture introduces some of the most commonly used technical terms.

Technical Knowledge Video

The modern Help Desk has a lot to do with virtual environments - this lecture covers the most commonly used virtualization options for IT organisations.

Technology - Virtualization and Backups

Do you know the difference between POP3, iMAP and SMTP? After watching this lecture you will!

Technology - Internet Protocols and Networks

This final lecture in the course de-mystifies the working of Virtual Private Networks.

Technology - Virtual Private Networks and email Protocols

Technical Knowledge Quiz
4 questions

Please read the following 15 pages from your Certification Kit textbook as it covers the theory from this section in more detail.

Reading Assignment Section 7
15 pages
Course Resources
2 Lectures 00:00
Exercise - Answers
2 pages

This e book contains the entire help desk analyst course in a PDF format.

Help Desk Analyst Certification Kit Book
150 pages
Help Desk Analyst Certification
3 Lectures 00:47
Evaluation Form


Conclusion - Final lecture
About the Instructor
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Quality education for Career Driven IT Professionals

What drives us?

In one word? YOU

You are front, center and behind every decision we make in our business.

  • You are starting out in the IT industry
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For you we created the Foundation level courses as well as the Core Series for IT

  • You are an IT Professional with a proven career
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For you we created the Specialist and Intermediate level courses as well as the Core Series for IT

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For you we created the Toolkits as well as the Core Series for IT

Our motto:
Every Career driven IT Professional needs to be able to afford quality IT educational materials to stay relevant in their job, irrespective of current position, budget or geographical location.

We do most of the work behind the scenes so that you can focus on your professional education and your career within the IT industry.

We see it as our job to ensure we give you the most up to date information you need to succeed in achieving that goal at a price-point that is makes it accessible to most professionals.

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