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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  • Lectures 45
  • Length 6 hours
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 10/2013 English

Course Description

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.

What are the requirements?

  • You will need some technical knowledge before you start this course

What am I going to get from this course?

  • 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

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

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.


Section 1: Introduction

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


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


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

2 pages

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

Section 2: Customer Service

What is Customer Service?

What are the definitions of Service?

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


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


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


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


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.


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

Exercise One - Job Role
1 page
Exercise Two - Customer Service
2 pages
4 questions

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

Each question has only ONE correct answer.

20 pages

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

Section 3: Administration
Help Desk Administration Tasks
1 page

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

Section 4: IT Service Management & Common Terminology

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.


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


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


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

Exercise Three - IT Service Mangement
1 page
4 questions
16 pages

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

Section 5: Service Delivery Principles

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 Catalogue

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

Exercise Four - Service Catalog
2 pages
Service Delivery Principles
4 questions
9 pages

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

Section 6: Service Operation Principles

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.


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


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.


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


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


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.


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.

Service Operations Principles
4 questions
38 pages

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

Section 7: Common Technical Knowledge & Skills

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.


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


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


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

Technical Knowledge Quiz
4 questions
15 pages

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

Section 8: Course Resources
Exercise - Answers
2 pages
150 pages

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

Section 9: Help Desk Analyst Certification
Evaluation Form
Conclusion - Final lecture

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Instructor Biography

The Art Of Service, 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
  • You are serious about your career
  • You need certifications on your resume to get that first interview

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
  • You need to stay in touch with changes in the industry
  • You need to continue to show your value to the business to ensure your job is secure
  • You want to find out what else would make your IT career more solid

For you we created the Specialist and Intermediate level courses as well as the Core Series for IT

  • You are implementing Processes and methodologies in your company
  • You are managing a team of people and need to look good
  • You started your own business and are looking for template documents to ‘hit the ground running’
  • You need to present on a subject at the next team meeting and are not quite sure where to start

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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