Effective Help Desk Specialist Skills

Enroll yourself in the Effective Help Desk Specialist Skills course to gain both the technical and personal skills necessary to succeed in any help desk technical support role. The help desk training course covers personal skills like communication, training, and writing skills along with technical skills security, troubleshooting, and business. The help desk course helps you understand your user’s needs, goals, and attitudes; define, diagnose, and solve problems; and protect the security of your users, information, and devices.

Lessons

12+ Lessons | 200+ Quizzes | 309+ Flashcards | 309+ Glossary of terms

TestPrep

100+ Pre Assessment Questions | 100+ Post Assessment Questions

Lessons 1: Introduction

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

Lessons 2: Introduction to Help Desk Support Roles

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

Lessons 3: Communication Skills

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

Lessons 4: Personal Skills

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

Lessons 5: Technical Skills

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

Lessons 6: Security Skills

• Protecting IT Resources
• Understanding Malware
• Managing Risk

Lessons 7: Troubleshooting Skills

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

Lessons 8: Writing Skills

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

Lessons 9: Training Skills

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

Lessons 10: Business Skills

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

Lessons 11: Calculating Help Desk Value

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

Appendix