Help Desk - Manager

A help desk course about managing, hiring and building a team in a help desk environment.
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$50
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  • Lectures 60
  • Contents Video: 2.5 hours
    Other: 5 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 8/2014 English

Course Description

To assist an individual seeking employment as a Help Desk manager, 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 utilized 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?

  • Basic understanding of the business industry
  • Basic foundation of the help desk industry
  • Knowledge of the English language

What am I going to get from this course?

  • Understand and learn in hiring new staff
  • Learn top grading
  • Understand and learn on building and managing an effective team
  • Know the principles of IT service management

What is the target audience?

  • Anyone looking to gain an understanding of help desk manager and its practical application in the business environment.
  • New managers or experienced managers who are responsible for managing a help desk team and want to be effective and efficient leaders, while improving their own personal development.

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.

Curriculum

Section 1: Introduction
Introduction to the Program
Preview
04:55
Section 2: Hiring New Staff
01:07

This lecture will discuss hiring smartly, along with the idea that hiring should be easy.

02:31

This lecture will discuss a to-do list, expectations, technical skills, and attributes in hiring new staff.

03:00

This lecture will discuss having others check your list, chart reviews, and the essentials in hiring new staff.

01:26

This lecture will talk about creating job descriptions and getting the word out in hiring new staff.

01:36

This lecture will discuss the preparation and resources needed for the interview.

00:50

This lecture will discuss the things you need to know in holding an interview such as knowing the person you're talking to, asking the right questions, and watching out for discrimination.

02:16

This lecture will continue to discuss the interview process.

03:29

This lecture will discuss evaluation, background check, and steps in hiring.

Quiz One
2 questions
12 pages

This PDF file contains Section 2 of this course. You can download the complete e book at the end of this course.

Section 3: Topgrading
01:37

This lecture will talk about the definition and process of Topgrading.

01:22

This lecture will discuss the definition of A-players, knowing the best of the rest, and appropriate compensation.

04:12

This lecture will discuss the implementation, best practices in Topgrading.

04:33

This lecture will talk about the interview and the types of interview.

Quiz Two
2 questions
26 pages

This PDF file contains Section 3 of this course. You can download the complete e book at the end of this course.

Section 4: Team Building
05:38

This lecture will discuss working in a team, the different types of team, and explain teamwork success.

05:05

This lecture will discuss employee involvement, team conflict, and the team leader’s role in managing conflict.

08:39

This lecture will discuss leadership, the LEAD Model, and knowing what kind of a leader you are.

04:27

This lecture will talk about leading by example and the management process.

04:28

This lecture will discuss the coaching staff and skills in managing a team.

01:48

This lecture will discuss working together, contributing to the team, and explain why training is needed.

03:02

This lecture will discuss learning organizations, the development cycle, and performance appraisals.

03:08

This lecture will talk about cross training and site samples of poor management.

Quiz Three
2 questions
4 pages

This PDF file contains Section 4 of this course. You can download the complete e book at the end of this course.

Section 5: Managing Your Team
00:57

This lecture will introduce a discussion on managing a team.

01:29

This lecture will discuss the cost, factors, and goals of managing a team.

02:14

This lecture will discuss tasks, feedback, rewards, and incentives in managing a team.

01:22

This lecture will discuss who benefits from managing a team and the bottom line of managing a team.

00:48

This lecture will talk about performance reviews in managing a team.

04:27

This lecture will discuss tips for a better performance review, as well as tips for signs of success.

02:46

This lecture will discuss the retention of Quality and best workplaces in managing a team.

02:20

This lecture will discuss motivational strategies, most important attributes, and collecting feedback.

02:51

This lecture will discuss cluster surveys and exit interview surveys.

Quiz Four
2 questions
18 pages

This PDF file contains Section 5 of this course. You can download the complete e book at the end of this course.

Section 6: IT Service Management Principles
03:58

This lecture will introduce and define ITSM.

08:30

This lecture will discuss IT alignment and will define service and process under IT service management.

04:51

This lecture will identify the difference between process owner and service owner.

06:45

This lecture will talk about the service lifecycle.

03:10

This discussion will focus on IT financial management.

05:50

This discussion will focus on demand management.

01:21

This discussion will focus on request fulfillment.

04:23

This discussion will focus on access management.

Quiz Five
2 questions
16 pages

This PDF file contains Section 6 of this course. You can download the complete e book at the end of this course.

Section 7: Selecting a Help Desk Tool
03:49

This lecture will discuss the importance of supporting technology, as well as the common and additional features in selecting a help desk tool.

02:15

This lecture will talk about the selection process in choosing a help desk tool and the introduction of knowledge management integration.

01:54

This lecture will talk about workflow management and the major tool vendors of help desk tools.

Quiz Six
2 questions
32 pages

This PDF file contains Section 7 of this course. You can download the complete e book at the end of this course.

Section 8: Exercises
Exercise 1
1 page
Exercise 2
2 pages
Exercise 3
1 page
Exercise 4
1 page
Exercise 5
1 page
Exercise 6
2 pages
Exercise 7
2 pages
Section 9: Course Resources
Answers to Exercise 7
1 page
182 pages

This e book contains the entire Help Desk Manager course in a PDF format.

3 pages

This PDF file contains all the answers to all the quizzes in each section of this course.

Section 10: Help Desk Manager Certification
1 page

Now that you've finished your Udemy course, - you are eligible to sit your official Certification exam.


Certification is not mandatory.

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.

Access includes a step-by-step procedure on how to take the final exam and how to obtain your exam certification.

You will receive a PDF certificate through your email upon passing the examination.

1 page

We are always in the process of improving our courses and procedures for a better learning experience for our students. Your input is very important to us.


Follow the step-by-step procedure on taking the evaluation and receiving your certificate of completion.

01:27

A final message from our CEO.

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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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