Help Desk Analyst

Boost your career with this course, pass the e-Learning course, and achieve your Help Desk Analyst certificate.

Created byThe Art Of Service

Last updated 3/2023

English

What you'll 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

Course content

8 sections • 30 lectures • 1h 39m total length

How this course works1:58
This video introduces the Help Desk Analyst Certification course and what you will learn in this course
Getting a job as a Help Desk Analyst2:50
What are the success secrets to get a job as Help Desk Analyst? What are employers looking for?
Essential Qualities for the Help Desk Analyst Role2:09
This video gives an overview of the skills and knowledge required to become a successful Help Desk Analyst

Customer Service Principles2:50
What is Customer Service?

What are the definitions of Service?

What different types of customer do you support as Help Desk Analyst?
Customer Service Principles: Communication3:42
This video teaches you the importance of verbal and non-verbal communication and how to use this in a Help Desk situation.
Customer Service on the Telephone3:29
This video covers the basic telephone skills and some hints & tips on successful customer service via the telephone
Effective Communication via the Telephone2:18
Effective Communication via the telephone is not easy. This video covers the basics and helps you build your telephone skills.
Impressions1:46
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
Handling Complaints4:05
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.
Problem Solving1:47
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

IT Service Management Introduction3:23
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.
ITSM - Business and IT Alignment4:19
Why do companies use IT Services? What is the benefit of the HelpDesk for the company? These questions are answered in this video
IT Services, Processes and Functions2:36
What is the difference between an IT Service, IT Processes and Functions of the IT department?
IT Service Management Processes5:35
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

Service Operation Principles3:30
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.
The Help Desk Function5:14
What are the different types of Help Desks? What are the benefits and challenges for each of these types?
Other Functions supporting the Help Desk3:10
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.
Event Management2:00
What is the reason Help Desk Analysts receive automated tasks in their work queue? This lecture on Event Management holds important clues
Incident Management6:18
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 Management2:10
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.
Request Fulfilment and Access Management3:03
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.

Technical Knowledge Video5:48
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.
Technology - Virtualization and Backups4:10
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 - Internet Protocols and Networks3:22
Do you know the difference between POP3, iMAP and SMTP? After watching this lecture you will!
Technology - Virtual Private Networks and email Protocols5:56
This final lecture in the course de-mystifies the working of Virtual Private Networks.

Final Exam Information0:13
Congratulations on completing the program. We do hope you enjoyed the program.
For further information about this course or the exam please contact. support@theartofservice.com
The Exam is not Mandatory
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
Good luck with your Business Education

The Art of Service

Requirements

You will need some technical knowledge before you start this 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, 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 exams@artofservice.com.au 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.

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This 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 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 this course is for:

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

Help Desk Analyst

What you'll learn

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Course content

Introduction3 lectures • 7min

Customer Service7 lectures • 20min

Administration1 lecture • 2min

IT Service Management & Common Terminology4 lectures • 16min

Service Delivery Principles3 lectures • 10min

Service Operation Principles7 lectures • 25min

Common Technical Knowledge & Skills4 lectures • 19min