uCertify

Effective Help Desk Specialist Skills

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

(eff-help-desk) / ISBN : 978-1-61691-071-6
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About This Course

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.

Skills You’ll Get

  • 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)

Download Course Outline

1

Introduction

  • Organization of the Text
  • Key Pedagogical Features
  • A Brief Word on Mind Mapping
  • Conclusion
2

Introduction to Help Desk Support Roles

  • Understanding the Support Center
  • The Role of the Help Desk Professional
  • Understanding Users
  • Typical Incident Process
3

Communication Skills

  • Elements of Communication
  • Recognizing Communication Barriers
  • Comparing Different Communication Methods
  • Handling Difficult Situations
4

Personal Skills

  • Recognizing the Value of Attitude
  • Managing Stress
  • Managing Your Time
  • Managing Your Career
5

Technical Skills

  • Working with Personal Computers
  • Working with Networks
  • Working with Mobile Devices
  • Understanding the Product
6

Security Skills

  • Protecting IT Resources
  • Understanding Malware
  • Managing Risk
7

Troubleshooting Skills

  • Recognizing Key Troubleshooting Steps
  • Following Standard Operating Procedures (SOPs)
  • Understanding Problem-Solving Skills
8

Writing Skills

  • Comparing Writing Styles
  • Understanding Technical Writing
  • Writing for Customers
  • Writing for Internal Personnel
9

Training Skills

  • Effective Training Skills
  • Steps Involved in Training
  • One-on-One Training vs. Group Training
10

Business Skills

  • Reviewing Core Business Skills
  • Shaping the Business
  • Aligning the Business
  • Understanding ITIL
11

Calculating Help Desk Value

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

Appendix

Why Do Learners Love This Course?

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 soft 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
Vullnet Idrizi
IT Help Desk

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Yes, this is a beginner-friendly course.

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

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

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.

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.

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