Help Desk Analyst eLearning Program

Your primary responsibility as a Help Desk Analyst is to provide top-notch first-level support, which will require troubleshooting technical issues, supporting complex software and computer technology in a high-service environment.


Boost your career with this course, pass the included certified elearning course, and achieve your Help Desk Analyst certification.


This course and certification is for any professional or company that’s looking to offer professional-grade IT support service with very little effort. Using the benefits of elearning certification, The Art of Service has helped professionals in all industries move their help desk and customer support operations to the next level. Companies that can attest to the fact that with this book and course, the name of the game is simplification.

The Help Desk Analyst Complete Certification course is built upon the idea that help desk support doesn’t have to be complicated and cumbersome.


Your primary responsibility as a Help Desk Analyst is to provide top-notch first-level support, which will require troubleshooting technical issues, supporting complex software and computer technology in a high-service environment.


Boost your career with this course, pass the included certification exam, and achieve your Help Desk Analyst certification.

The Help Desk Analyst Complete Certification course is built upon the idea that help desk support doesn’t have to be complicated and cumbersome.To assist an individual seeking employment as a Help Desk analyst, this program  aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform.

Course curriculum

The recommended minimum contact hours to pass the certification test is 18 hours

  • 1

    Help Desk Analyst Elearning Program Course

    • Help Desk Analyst Workbook 2nd Edition

  • 2

    Module 1: Introduction

    • Mod 1 HDA Introduction to Program

    • Reading Assignment 1

  • 3

    Module 2: Customer Service

    • Mod 2 HDA Introduction to Customer Service Principles

    • Mod 3 HDA Customer Service Part 2

    • Mod 4 HDA- Customer Service Part 3

    • Reading Assignment 2

    • Mod 5 HDA Dealing with Customer Disputes

    • Exercise 1 Job Role

    • Exercise 2 Customer Service Exercise

  • 4

    Module 3: Administration

    • Mod 6 HDA Administration

    • Reading Assignment 3

  • 5

    Module 4: IT Service Management & Common Terminology

    • Mod 7 HDA IT Service Management Essential Terminology

    • Reading Assignment 4

    • Exercise 3 ITSM Exercise

  • 6

    Module 5: Service Delivery Principles

    • Mod 8 HDA Service Delivery Principles

    • Reading Assignment 5

    • Exercise 4 Service Catalogue Exercise

  • 7

    Module 6: Service Operation Principles

    • Mod 9 HDA Service Operation Principles

    • Mod 10 HDA Service Operation Principles Part 2 Processes

    • Reading Assignment 6

  • 8

    Module 7: Common Technical Knowledge & Skills

    • Mod 11 HDA Technical Knowledge-Skills for Help Desk Analysts

    • Reading Assignment 7

  • 9

    Exam Preparation

    • Customer Service

    • ITSM

    • Operation Principles

    • Technical Knowledge

  • 10

    Sample Exam and Quiz Answers

    • Course Evaluation Form

    • Answer Guide

    • Final Exam

Certification Exam Included

This book and certification is for any professional or company that’s looking to offer professional-grade IT support service with very little effort.
Using the benefits of elearning certification, The Art of Service has helped professionals in all industries move their help desk and customer support operations to the next level. Companies that can attest to the fact that with this book and course, the name of the game is simplification.

The Help Desk Analyst Complete Certification is the full package: eLearning program + exam preparation + Certification exam.

Upon achieving your certification you’ll be able to answer the following questions with confidence:

  • What are the most important things to consider when providing Help Desk support?
  • What are the industry-standard practices used to manage IT service delivery?
  • What skills are required to gain employment as a Help Desk analyst?
  • What are the recognized "best practices" for managing user requests and incidents?
  • What role can self-help play in supporting Help Desk services?
  • How do you calculate incident priority?
  • How effective is our existing reporting system?
  • What is required to automate the installation and configuration of the operating system?
  • What is missing in your Help Desk solution to help your business efficiently?
  • What does Customer Service mean to you?


    And many, many more.

Pricing options

Student Support

The Art of Service team is here to help

The Art of Service has a team dedicated to your learning success! Our eLearning support team is available 7 days per week for ongoing support and to answer your course related questions.