eff-help-desk ISBN: 978-1-61691-071-6

Effective Help Desk Specialist Skills

Learn how to communicate as a help desk specialist and resolve issues efficiently.

What you will be able to do

Ability to handle incidents & problems
Expertise in change & configuration management
Awareness of networking fundamentals like TCP/IP, DNS, DHCP, Routing, and Switching
Skilled with desktop operating systems like Windows, macOS, and Linux and mobile devices
Ability to resolve hardware issues with troubleshooting
Manage security-related issues like malware, phishing, security policies, access control, and encryption
Awareness of problem-solving techniques for troubleshooting
Knowledge of root cause analysis and diagnostic tools
Ability to write knowledge-based articles, procedure documents, and user manuals
Efficient interpersonal skills for conflict resolution
Ability to multitask and prioritize issues on a need basis
Knowledge of IT Infrastructure Library (ITIL)

Beginner Self-paced · 1 year access 5.0/5 (200 Reviews)

01 / About

About This Course

Try Free → No credit card required

This Help Desk Specialist Skill Development Course covers the key objectives for delivering exceptional customer service by building rapport, resolving issues, and exceeding customer expectations. It will help you master core fundamentals like help desk principles, troubleshooting techniques, and incident management best practices. It will help you develop effective communication skills required to interact with diverse users and provide clear and concise solutions. By the end of this course, you’ll have a clear understanding of the business context of IT support and ITIL best practices.

02 / Lessons & labs

See exactly what you will learn and practice

Download outline (PDF)

Lessons

12 Interactive Lessons · 40 topics

01 Introduction 4 topics

Organization of the Text
Key Pedagogical Features
A Brief Word on Mind Mapping
Conclusion

02 Introduction to Help Desk Support Roles 4 topics

Understanding the Support Center
The Role of the Help Desk Professional
Understanding Users
Typical Incident Process

03 Communication Skills 4 topics

Elements of Communication
Recognizing Communication Barriers
Comparing Different Communication Methods
Handling Difficult Situations

04 Personal Skills 4 topics

Recognizing the Value of Attitude
Managing Stress
Managing Your Time
Managing Your Career

05 Technical Skills 4 topics

Working with Personal Computers
Working with Networks
Working with Mobile Devices
Understanding the Product

06 Security Skills 3 topics

Protecting IT Resources
Understanding Malware
Managing Risk

07 Troubleshooting Skills 3 topics

Recognizing Key Troubleshooting Steps
Following Standard Operating Procedures (SOPs)
Understanding Problem-Solving Skills

08 Writing Skills 4 topics

Comparing Writing Styles
Understanding Technical Writing
Writing for Customers
Writing for Internal Personnel

09 Training Skills 3 topics

Effective Training Skills
Steps Involved in Training
One-on-One Training vs. Group Training

10 Business Skills 4 topics

Reviewing Core Business Skills
Shaping the Business
Aligning the Business
Understanding ITIL

11 Calculating Help Desk Value 3 topics

Calculating Value with Performance Metrics
Identifying Help Desk Costs
Creating a Cost Benefit Analysis (CBA)

12 Appendix

03 / Reviews

5.0

★★★★★

200 verified learner reviews

3M+ happy customers · 50+ countries

★★★★★

Few weeks ago, I got a chance to review uCertify’s Effective Help Desk Specialist Skills for 15 days. As to the content, course covers a combination of both hard skills and so...ft skills that a help desk personnel needs to succeed. Soft skills include communication, personal, training, and writing skills while hard skills include technical, security, troubleshooting, and business skills. The Effective Help Desk Specialist Skills course contains flashcards & quizzes. There is no limit to the number of times learners can attempt these. Flashcards help master the key concepts and the glossaries define the key terms. The course also contains full-length practice test. These tests closely follow the exam objectives and are designed to simulate real exam conditions. Each course has a number of test sets consisting of hundreds of items to ensure that learners are prepared for the certification exam. I would recommend this course to everyone.

Vullnet Idrizi · IT Help Desk, Kosovo Telecom J.S.C.

04 / FAQs

Questions before you start

Is this course suitable for beginners?

Yes, this is a beginner-friendly course.

Will I get an IT Help Desk Professional Certification?

Yes, you will get a certificate of completion at the end of this course.

What are the prerequisites for this course?

No, there are no formal prerequisites to enroll for this course.

How is this course different from other customer service courses?

This course dives into the technical skills and knowledge required to work as a help desk specialist whereas other customer service courses focus only on soft skills development.

What is the estimated salary of a certified help desk technician?

The average annual salary for certified help desk technicians in the US is around $122,000. This may vary depending on your experience and region.

Serve Your Customers Better

Hands-on IT Help Desk training to level up your skills.

1 year of full access
Certificate of completion

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