Boost your career with this complete Help Desk eLearning course

The Art of Service's introductory Help Desk training and certification helps IT practitioners develop the skills that are crucial, as businesses embark on this massive transformation. It provides an industry credential for IT professionals to help them transform into the world of Help Desk. This training and certification enables you to move both the industry and business forward, and to quickly take advantage of the benefits that Help Desk applications present.

This certification kit would be beneficial to managers looking to implement help desk resources to improve customer service, businesses exploring the various communication methods that can be used for help desk processes, and individuals who want to improve their customer service skills and build on help desk technician knowledge.

Course Description

The Art of Service's introductory Help Desk training and certification helps IT practitioners develop the skills that are crucial, as businesses embark on this massive transformation. It provides an industry credential for IT professionals to help them transform into the world of Help Desk.
This training and certification enables you to move both the industry and business forward, and to quickly take advantage of the benefits that Help Desk applications present.

Get Certified

CS logoExplore the most popular customer service resource known as Help Desk. Evaluate the various forms of Help Desk communication methods and the obvious benefits a company receives from implementing Help Desk processes and technology. Become a valued member of your organization by learning how to effectively implement Help Desk processes into your department.

A help desk is an implemented resource constructed to provide customers and clients with information, support, and guidance in relation to company services and products. Help desk support works toward troubleshooting customer problems and initiates this through various channels of communications including email, toll-free numbers, and live chat technology. A help desk provides a single point of contact for users to solve their problems, receive technical support, and obtain professional answers to their questions. This course would benefit managers who want to implement help desk resources to improve customer service, businesses exploring the various communication methods that can be used for help desk processes, and individuals who want to improve their customer service skills and build on help desk technician knowledge.

This certification validates that you know specific methods, models, and/or tools. This is essential to professionals in order to be updated on the latest IT service trends, and to add to their Help Desk strategy toolbox.

The industry is facing a bold, new world with the amazing developments of Help Desk, and the challenges and the opportunities this presents are unprecedented. The Help Desk Complete Certification Kit serves as a complete introductory guide for anyone looking to grasp a better understanding of Help Desk concepts and their practical application in any environment.

What will you get?

  • Help Desk Workbook

    PDF eBook to download for additional content and reference material.

  • 90 days access to Online Course

    Multimedia presentations, quizzes and exercises to gain knowledge about Help Desk. (You can purchase course extensions when you need more time)

  • Bonus: Certification exam

    Included in the course is the exam preparation, to make sure you pass your certification exam - which is also included in your course at no extra cost. (* Additional exam sittings can be purchased at $45.00 each)

The learning experience

The program combines presentations supported by trainer audio. Each module is followed by quizzes and exercises (marking scheme provided) to test your knowledge and competency, and to enhance understanding of the key concepts. A certificate is awarded to your successful passing of the final exam (80% pass requirement) and completion of the course.

Course curriculum

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

  • 1

    Module 1 - An Overview of Help Desk

    • Help Desk Certification Kit Workbook

    • 1.1 Introduction and Objectives

    • 1.2 Service Desk

    • 1.3 Help Desk

    • 1.4 Virtual Help Desk

    • Reading Assignment

  • 2

    Module 2 - Customer Service and Product Support

    • 2.2 Customer Service

    • 2.3 Handling Complaints

    • 2.4 Customer is Always Right

    • 2.5 Taking Responsibility and Problem Solving

    • 2.6 Standardization and Product Support

    • Reading Assignment

    • Random Quiz 1

  • 3

    Module 3 - Technical and Customer Support

    • 3.2 Technical Support and Coverage

    • 3.3 Types of Technical Support

    • 3.4 Outsourcing Technical Support

    • 3.5 Multi-tiered Technical Support

    • 3.6 Customer Support

    • Reading Assignment

  • 4

    Module 4 - Customer Experience

    • 4.2 Customer Experience

    • 4.3 Growing Recognition and Business Requirement

    • 4.4 Customer Experience Management

    • 4.5 Terminology

    • Reading Assignment

    • Random Quiz 2

  • 5

    Module 5 - Customer Relationship Management

    • 5.2 Customer Relationship

    • Reading Assignment

  • 6

    Module 6 - Help Desk Auditing

    • 6.2 Help Desk and Incident Reporting Auditing

    • 6.3 Help Desk Auditing

    • Reading Assignment

    • Random Quiz 3

  • 7

    Module 7 - Help Desk Application and Software

    • 7.2 HEAT

    • 7.3 iSupport

    • 7.4 Kayako

    • 7.5 Liberium Help Desk

    • 7.6 Mojo Helpdesk

    • 7.7 SimpleDesk

    • 7.8 Supportworks

    • Reading Assignment

  • 8

    Additional Resources

    • Help Desk course syllabus

  • 9

    Exam Preparation

    • Sample Exam

    • Course Evaluation Form

    • Final Exam

Pricing options

How much time do you need for this course?

Why register?

- Easy and affordable.

- Learning about Help Desk technologies has never been more affordable.

- Latest industry trends explained.

- Acquire valuable skills and get updated about the industry's latest trends right here. Today.

- Learn from the Experts. The Art of Service offers education about Help Desk and 300 other technologies by the industry's best.

- Learn at your own pace. Find everything right here, when you need it, and from wherever you are.


What will you learn?

- Learn the important concepts, tools, methods and uses of Help Desk.

- Learn about the benefits of implementing Help Desk strategies, practices, and processes in your work place.

- Examine Help Desk auditing processes.

- Review Help Desk software and technology.

- Manage your customer relationships.


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