Helpdesk
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Helpdesk

An introductory course about help desk and compare it with customer, product and technical support.
4.0 (14 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.
108 students enrolled
Last updated 3/2015
English
Current price: $10 Original price: $50 Discount: 80% off
5 hours left at this price!
30-Day Money-Back Guarantee
Includes:
  • 1.5 hours on-demand video
  • 1 min on-demand audio
  • 12 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Be introduced to the Help Desk and Virtual Help Desk.
  • Learn about Customer Service, Product Support, and their differences.
  • Learn about Technical Support, Customer Support, and their differences.
  • Understand Customer Experience and Customer Relationship Management.
  • Be aware of the different types of Customer Relationship Management.
  • Be informed about the auditing and the procedure for auditing in the Help Desk.
  • Be aware of the different Help Desk applications.
View Curriculum
Requirements
  • Basic understanding of the IT industry
  • Knowledge of the English language
Description

Explore the most popular customer service resource known as Help Desk. A Help Desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide Help Desk support to their customers via a toll-free number, Web site and/or e-mail. There are also in-house Help Desks geared toward providing the same kind of help for employees only. Some schools offer classes in which they perform similar tasks as a Help Desk.

This course will begin with discussions on defining and presenting the objectives and functions of the Help Desk. The succeeding modules will differentiate Customer Service and Product Support, Technical and Customer Support, and the different types of Customer Relationship Management.

Who is the target audience?
  • Managers looking to implement help desk resources to improve customer service.
  • Businesses exploring the various communication methods that can be used for help desk processes.
  • Individuals who want to improve their customer service skills and build on help desk technician knowledge.
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Curriculum For This Course
47 Lectures
04:08:48
+
An Overview of Help Desk
5 Lectures 17:24

In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course.

Section Outline

Lecture 2: Service Desk

Lecture 3: Help Desk

Lecture 4: Virtual Help Desk

Preview 00:17

This lecture will talk about the service desk.

.

Lecture outline:

0:00    Definition of Service Desk
0:31    Objectives of Service Desk
0:47    Functions of Service Desk
1:32    Differences
Preview 02:24

This discussion will focus on the help desk.

.

Lecture outline:

0:00    Definition of Help Desk
0:38    Names and Association
	of the term "Help Desk"
1:56    Function of Help Desk
3:14    Organization
Preview 07:44

This lecture will discuss the virtual help desk.

.

Lecture outline:

0:00    Definition of Virtual Help Desk
1:09    Application and Techniques
4:04    History
5:32    Virtual Help Desk Example
Virtual Help Desk
06:59

Section 1 - Quiz
5 questions

This PDF file contains Section 1 of this course. You can download the complete e book at the end of this course.

Reading Assignment Section 1
11 pages
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Customer Service and Product Support
7 Lectures 13:17

In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course.

Section Outline

Lecture 7: Customer Service

Lecture 8: Handling Complaints

Lecture 9: Customer is Always Right

Lecture 10: Taking Responsibility and Problem Solving

Lecture 11: Standardization and Product Support

Preview 00:22

This lecture will discuss customer service.

.

Lecture outline:

0:00    Definition of Customer Service
0:19    Importance of Customer Service
1:25    Customer Support
1:44    Automated Service
3:24    Instant Feedback
Customer Service
06:30

This discussion will focus on handling complaints.

Handling Complaints
00:13

This lecture will explain the saying, "The customer is always right".

Customer is Always Right
03:20

This lecture will talk about taking responsibility and problem solving.

Taking Responsibility and Problem Solving
01:37

This lecture will talk about standardization and product support.

Standardization and Product Support
01:15

Section 2 - Quiz
5 questions

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

Reading Assignment Section 2
6 pages
+
Technical and Customer Support
7 Lectures 16:20

In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course.

Section Outline

Lecture 14: Technical Support

Lecture 15: Types of Technical Support

Lecture 16: Outsourcing Technical Support

Lecture 17: Multi-tiered Technical Support

Lecture 18: Customer Support

Preview 00:24

This lecture will talk about technical support and its coverage.

Technical Support and Coverage
01:50

This lecture will identify the types of technical support.

.

Lecture outline:

0:00    Call Out
0:23    Block Hours
0:53    Managed Services
Types of Technical Support
01:32

This lecture will discuss the need for outsourcing technical support.

Outsourcing Technical Support
01:20

This discussion will focus on multi-tiered technical support.

.

Lecture outline:

0:00    Introduction to multi-tiered technical support
0:57    Tier / Level 1
3:18    Tier / Level 2
5:16    Tier / Level 3
7:19    Tier / Level 4
Multi-tiered Technical Support
07:47

This lecture will discuss the definition and types of customer support.

.

Lecture outline:

0:00    Definition
0:33    Automation
2:15    Types of Customer Support
Customer Support
03:27

Section 3 - Quiz
5 questions

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

Reading Assignment Section 3
9 pages
+
Customer Experience
6 Lectures 14:25

In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course.

Section Outline

Lecture 21: Customer Experience

Lecture 22: Growing Recognition and Business Requirement

Lecture 23: Customer Experience Management

Lecture 24: Terminilogy

Preview 00:13

This lecture will talk about customer experience.

Customer Experience
00:34

This lecture will explain the growing recognition and business requirement of customer experience.

.

Lecture outline:

0:00    Growing Recognition
2:17    Business Requirement
Growing Recognition and Business Requirement
03:50

This lecture will discuss the management of customer experience.

Customer Experience Management
01:16

This discussion will focus on some terminology in customer experience.

.

Lecture outline:

0:00    Customer Dynamics
2:45    Customer Insight
4:04    Customer Intelligence
6:38    Customer Intimacy
7:13    Customer Lifecycle Management
Terminology
08:32

Section 4 - Quiz
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 Section 4
7 pages
+
Customer Relationship Management
3 Lectures 05:17

In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course.

Section Outline

Lecture 27: Customer Relationship

Preview 00:21

This discussion will center on customer relationship.

.

Lecture outline:

0:00    Definition of Customer Relationship
0:20    Sales Force Automation
1:16    Customer Service and Support
1:38    Appointments
1:53    Analytics
2:20    Small Business
2:36    Social Media
2:56    Nonprofit and Membership-based
3:16    Trends
4:50    Major Players
Customer Relationship
04:56

Section 5 - Quiz
5 questions

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

Reading Assignment Section 5
4 pages
+
Help Desk Auditing
4 Lectures 08:44

In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course.

.

Section Outline

Lecture 21: Help Desk and Incident Reporting Auditing

Lecture 22: Help Desk Auditing

Preview 00:19

This lecture will talk about help desk and incident auditing.

.

Lecture outline:

0:00    Introduction
0:37    Types of Help Desks
Help Desk and Incident Reporting Auditing
02:21

This lecture will explain the objectives, procedures and software of help desk auditing.

.

Lecture outline:

0:00    Objectives
0:52    Auditing Procedure
3:10    Software
5:10    Outsourcing
Help Desk Auditing
06:04

Section 6 - Quiz
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 Section 6
5 pages
+
Help Desk Application / Software
9 Lectures 15:54

In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course.

Section Outline

Lecture 34: HEAT

Lecture 35: iSupport

Lecture 36: Kayako

Lecture 37: Liberium Help Desk

Lecture 38: Mojo Helpdesk

Lecture 39: SimpleDesk

Lecture 40: Supportworks

Preview 00:22

This discussion will focus on one of the help desk applications and software, namely HEAT.

HEAT
02:05

This discussion will focus on one of the help desk applications and software, namely iSupport.

iSupport
04:02

This discussion will focus on one of the help desk applications and software, namely Kayako.

Kayako
00:50

This discussion will focus on one of the help desk applications and software, namely Liberium Help Desk.

Liberium Help Desk
01:29

This discussion will focus on one of the help desk applications and software, namely Mojo Helpdesk.

Mojo Helpdesk
01:30

This discussion will focus on one of the help desk applications and software, namely SimpleDesk.

SimpleDesk
00:46

This discussion will focus on one of the help desk applications and software, namely Supportworks.

Supportworks
04:50

Section 7 - Quiz
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 Section 7
11 pages
+
Course Resources
3 Lectures 00:00

This e book contains the entire Helpdesk course in a PDF format.

Helpdesk Complete Certification Kit Book
94 pages

This e book is a list of terms and definitions often used in the field of helpdesk.

Helpdesk Glossary of Terms
3 pages

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

Quiz Answer Sheet
4 pages
+
Helpdesk 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.


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
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469 Reviews
5,192 Students
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