Helpdesk

An introductory course about help desk and compare it with customer, product and technical support.
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  • Lectures 47
  • Contents Video: 1.5 hours
    Other: 2.5 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 3/2014 English

Course 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.

What are the requirements?

  • Basic understanding of the IT industry
  • Knowledge of the English language

What am I going to get from this course?

  • 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.

What 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.

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: An Overview of Help Desk
00:17

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

02:24

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
07:44

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
06:59

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
Section 1 - Quiz
5 questions
11 pages

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

Section 2: Customer Service and Product Support
00:22

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

06:30

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
00:13

This discussion will focus on handling complaints.

03:20

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

01:37

This lecture will talk about taking responsibility and problem solving.

01:15

This lecture will talk about standardization and product support.

Section 2 - Quiz
5 questions
6 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: Technical and Customer Support
00:24

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

01:50

This lecture will talk about technical support and its coverage.

01:32

This lecture will identify the types of technical support.

.

Lecture outline:

0:00    Call Out
0:23    Block Hours
0:53    Managed Services
01:20

This lecture will discuss the need for outsourcing technical support.

07:47

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
03:27

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
Section 3 - Quiz
5 questions
9 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 Experience
00:13

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

00:34

This lecture will talk about customer experience.

03:50

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

.

Lecture outline:

0:00    Growing Recognition
2:17    Business Requirement
01:16

This lecture will discuss the management of customer experience.

08:32

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
Section 4 - Quiz
5 questions
7 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: Customer Relationship Management
00:21

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

04:56

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
Section 5 - Quiz
5 questions
4 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: Help Desk Auditing
00:19

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

02:21

This lecture will talk about help desk and incident auditing.

.

Lecture outline:

0:00    Introduction
0:37    Types of Help Desks
06:04

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
Section 6 - Quiz
5 questions
5 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: Help Desk Application / Software
00:22

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

02:05

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

04:02

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

00:50

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

01:29

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

01:30

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

00:46

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

04:50

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

Section 7 - Quiz
5 questions
11 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
94 pages

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

3 pages

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

4 pages

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

Section 9: Helpdesk 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.


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

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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
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  • 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
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  • 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
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  • 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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