Help Desk - Technician

An introductory course about being a technician in the help desk industry.
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$50
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  • Lectures 51
  • Contents Video: 2 hours
    Other: 4.5 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 technician, 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.

A typical Help Desk Technician provides an extension of the skills required by a senior Help Desk technician, who may be responsible for second-line support as well as for performing specialist maintenance activities.

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?

  • Learn the principles of customer service
  • Learn the principles of IT service management
  • Understand the advance technical knowledge and skills for help desk staff and technician

What is the target audience?

  • Anyone looking to gain an understanding of help desk technician and its practical application in the business environment.

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
03:16
Section 2: Customer Service Principles (Part 1) - Customer Service and Conflict Resolution
02:45

This lecture will discuss the definition and components of customer service.

01:42

This lecture will discuss face-to-face contact and first impressions in customer service.

01:31

This lecture will discuss conflict and introduce functional and dysfunctional conflict.

05:23

This lecture will identify the levels of conflict and discuss conflict resolution styles.

02:59

This lecture will discuss intra- and inter-organization conflicts, intra- and inter-group conflicts and intra-and inter-personal conflicts.

07:51

This lecture will discuss handling conflict, building relationships and an alternate solution in dealing with conflict.

07:04

This lecture will discuss some desired outcomes of conflict.

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: Customer Service Principles (Part 2) - Decision Making and Assertiveness
02:14

This lecture will define and discuss assertive behavior.

05:16

This lecture will talk about the assertive rights of an individual.

06:05

This lecture will identify some myths of non-assertive behavior.

01:24

This lecture will identify steps in improving professional assertiveness.

01:52

This lecture will discuss assertion strategies and behavior.

02:14

This lecture will talk about decision-making skills and management decision making.

02:58

This lecture will focus on some bad decisions regarding customer service.

02:58

This lecture will discuss making group decisions and learn brainstorming techniques.

04:03

This lecture will identify types of group decision and discuss group consensus guidelines.

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: Customer Service Principles (Part 3) - Effective Supervision and Writing Reports
00:47

This lecture will discuss providing effective supervision.

03:45

This lecture will discuss some tips on learning customer service and effective supervising.

01:56

This lecture will talk about setting goals in customer service.

01:35

This lecture will talk about becoming a good writer.

01:35

This discussion will focus on the rules of writing.

02:34

This lecture will talk about the four Cs in writing and discuss tips on proofreading.

Quiz One
5 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: IT Service Management Principles (Part 1)
01:45

This lecture will define and discuss ITSM.

06:09

This lecture will discuss good practices and IT alignment in ITSM.

02:50

This discussion will focus on service and process in ITSM.

04:29

This lecture will discuss the generic process of ITSM and the RACI model.

04:21

This lecture will define and discuss capacity management.

02:42

This lecture will discuss capacity plan and the consequences of reactive behavior.

05:47

This lecture will define and discuss change management.

06:46

This lecture will discuss the 7 Rs of change management.

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 (Part 2) - Service Operation and Event Mgt
01:51

This lecture will discuss the need for service operation.

02:04

This lecture will discuss the service operation phase, and having communication in service operation.

03:50

This lecture will define and discuss event management.

01:42

This discussion will define and discuss event management.

02:42

This lecture will discuss reactive and proactive activities.

Quiz Two
5 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: Advanced Technical Knowledge and Skills for Help Desk Staff-Help Desk Technician
01:50

This lecture will discuss desktop environments, and the definition and management of SOE.

02:04

This lecture will discuss technical knowledge for help desk technicians such as TCP/IP Networks and Network Devices.

02:47

This lecture will discuss technical knowledge for help desk technicians such as critical networks and server environments.

01:34

This lecture will discuss technical knowledge for help desk technicians such as remotely managing servers, monitoring performance and remote access.

Quiz Three
5 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: Course Resources
155 pages

This e book contains the entire Help Desk Technician 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 9: Help Desk Technician 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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