Help Desk Analyst Complete Certification Kit

Help Desk Analyst Complete Certification Course | taught by The Art of Service Team
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Course description

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 book, pass the included certified elearning course, and achieve your Help Desk Analyst certification.


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 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 book, pass the included certified elearning course, and achieve your Help Desk Analyst certification.


Learn how to:


- Gain employment as a Help Desk Analyst.
- Perform duties relating to the development, maintenance and support of an organization’s information technology.
- Provide support to end users on a variety of IT issues.
- Identify, research and resolve technical problems.
- Respond to telephone calls, email and personnel requests for technical support.
- Document, track and monitor problems to ensure a timely resolution.

Job Objective: As the first point of contact, your objective is to provide quality technical support with a focus on resolving the call in a timely manner and delivering a high degree of customer satisfaction.
Job Summary: You are or will be on a team with other agents that is exciting, fast moving and involves handling calls and emails from customers to help resolve their IT issues. You may work on a simple Excel problem one minute, an Active Directory change the next, a hardware problem the next, or an outage (Severity 1) event in the environment. If you enjoy helping people, working on a team, solving IT problems, and coordinating action, then Help Desk Analyst is for you.


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 course is built upon the idea that help desk support doesn’t have to be complicated and cumbersome.


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.

The Art of Service Team
The Art of Service Team
eLearning Support

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.


Course Curriculum

Help Desk Analyst Elearning Program Course
Help Desk Analyst Workbook 2nd Edition
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Module 1: Introduction
06:15
Mod 1 HDA Introduction to Program
Reading Assignment 1
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Module 2: Customer Service
18:55
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
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Module 3: Administration
01:41
Mod 6 HDA Administration
Reading Assignment 3
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Module 4: IT Service Management & Common Terminology
15:33
Mod 7 HDA IT Service Management Essential Terminology
Reading Assignment 4
Exercise 3 ITSM Exercise
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Module 5: Service Delivery Principles
10:07
Mod 8 HDA Service Delivery Principles
Reading Assignment 5
Exercise 4 Service Catalogue Exercise
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Module 6: Service Operation Principles
23:48
Mod 9 HDA Service Operation Principles
Mod 10 HDA Service Operation Principles Part 2 Processes
Reading Assignment 6
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Module 7: Common Technical Knowledge & Skills
18:32
Mod 11 HDA Technical Knowledge-Skills for Help Desk Analysts
Reading Assignment 7
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Exam Preparation
Customer Service
ITSM
Operation Principles
Technical Knowledge
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Sample Exam and Quiz Answers
Course Evaluation Form
Answer Guide
Final Exam
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