Help Desk - Technician
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Help Desk - Technician

An introductory course about being a technician in the help desk industry.
3.0 (5 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
76 students enrolled
Last updated 3/2015
English
Current price: $10 Original price: $50 Discount: 80% off
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Includes:
  • 2 hours on-demand video
  • 1 min on-demand audio
  • 10 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • 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
View Curriculum
Requirements
  • Basic understanding of the business industry
  • Basic foundation of the help desk industry
  • Knowledge of the English language
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.

Who is the target audience?
  • Anyone looking to gain an understanding of help desk technician and its practical application in the business environment.
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Curriculum For This Course
51 Lectures
06:38:27
+
Introduction
1 Lecture 03:16
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Customer Service Principles (Part 1) - Customer Service and Conflict Resolution
8 Lectures 29:15

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

Preview 02:45

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

Preview 01:42

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

Preview 01:31

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

Preview 05:23

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

Intra & Inter Organization, Group and Personal Conflict
02:59

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

Handling Conflict, Building Relationships and Alternate Resolution
07:51

This lecture will discuss some desired outcomes of conflict.

Conflict with Employers and Organizations & Desired Outcomes of Conflict
07:04

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

Reading Assignment 1
12 pages
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Customer Service Principles (Part 2) - Decision Making and Assertiveness
10 Lectures 29:04

This lecture will define and discuss assertive behavior.

Introduction and What is Assertive Behavior
02:14

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

Assertive Rights of an Individual
05:16

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

Myths of Non-Assertive Behavior
06:05

This lecture will identify steps in improving professional assertiveness.

Steps to Improve Professional Assertiveness
01:24

This lecture will discuss assertion strategies and behavior.

Assertion Strategies, Body Language and Assertive Bahavior
01:52

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

Decision Making Skills and Management Decision Making
02:14

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

Bad Decisions in Customer Service
02:58

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

Group Decision Making and Brainstorming Technique
02:58

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

Group Decision Types and Group Consensus Guidelines
04:03

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

Reading Assignment 2
26 pages
+
Customer Service Principles (Part 3) - Effective Supervision and Writing Reports
7 Lectures 12:12

This lecture will discuss providing effective supervision.

Introduction and Providing Effective Supervision
00:47

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

Tips for Learning the Ropes and Effective Supervising
03:45

This lecture will talk about setting goals in customer service.

Setting Goals
01:56

This lecture will talk about becoming a good writer.

Introduction and Becoming a Good Writer
01:35

This discussion will focus on the rules of writing.

Rules of Writing
01:35

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

The 4 C's and Proofreading Tips
02:34

Quiz One
5 questions

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

Reading Assignment 3
4 pages
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IT Service Management Principles (Part 1)
9 Lectures 34:49

This lecture will define and discuss ITSM.

Introduction, Definition and Value of ITSM
01:45

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

Good Practice, Business and IT Alignment
06:09

This discussion will focus on service and process in ITSM.

What are Services and Process
02:50

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

Generic Process, Functions and the RACI Model
04:29

This lecture will define and discuss capacity management.

Introduction, Definition and Terminology of Capacity Management
04:21

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

Capacity Plan and Consequences of Reactive Bahavior
02:42

This lecture will define and discuss change management.

Definition and Terminology of Change Management
05:47

This lecture will discuss the 7 Rs of change management.

Activities, The 7 R's of Change Management and Remediation Planning
06:46

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

Reading Assignment 4
18 pages
+
IT Service Management Principles (Part 2) - Service Operation and Event Mgt
6 Lectures 12:09

This lecture will discuss the need for service operation.

Introduction and the Need for Service Operation
01:51

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

Communication Within Service Operation and Service Operation Phase
02:04

This lecture will define and discuss event management.

Definition, Terminology, Types and Activities of Event Management
03:50

This discussion will define and discuss event management.

Problem Management and Terminology
01:42

This lecture will discuss reactive and proactive activities.

Incidents-Problems-Known Error & Reactive and Proactive Activities
02:42

Quiz Two
5 questions

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

Reading Assignment 5
16 pages
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Advanced Technical Knowledge and Skills for Help Desk Staff-Help Desk Technician
5 Lectures 08:15

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

Introduction, Desktop Environments, SOE and Managing SOE
01:50

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

TCP/IP Networks, Network Addressing, Managing Networks and Network Devices
02:04

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

Critical Networks, Server Environments, Monitoring Events and Software Updates
02:47

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

Remotely Managing Servers, Monitoring Performance and Remote Access
01:34

Quiz Three
5 questions

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

Reading Assignment 6
32 pages
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Course Resources
2 Lectures 00:00

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

Hep Desk - Technician Complete Certificate Kit Book
155 pages

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

Quiz Answer Sheet
3 pages
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Help Desk Technician Certification
3 Lectures 01:27

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.

Final Exam
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.

Evaluation Form
1 page

A final message from our CEO.

Conclusion - Final Lecture
01:27
About the Instructor
The Art Of Service
3.5 Average rating
441 Reviews
5,079 Students
57 Courses
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