Help Desk Technician Complete Certification Kit Book

Help Desk Technician Elearning Program | taught by The Art of Service Team
Watch Intro Video

Course description

Already have some technical knowledge that is or will be utilized in a Help Desk role? Then get this book and its accompanying online course and get certified. The focus of the book is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed.

What is included in this program?

1) Comprehensive study guide / textbook

2) 90 days access to online learning environment

3) Three months access to your personal instructor for study support and clarification

4) Certificate for successful candidates

Boost your career with this book and the accompanying instant-on certification program and community for sharing Help Desk Technician answers, ideas and solutions.

A typical Help Desk Technician provides an extension of the skills required by a senior Help Desk technician, who may be responsible for second-line support as well as for performing specialist maintenance activities.

Already have some technical knowledge that is or will be utilized in a Help Desk role? Then get this book and its accompanying online course and get certified. The focus of the book is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed.

This comprehensive book is designed to complement the in-depth Help Desk Technician eLearning program provided by The Art of Service, which you will have access to with purchase of this book. The interactive eLearn course uses a combination of narrated presentations with text supplements and multiple choice assessments, which will ultimately prepare you for the Help Desk Technician certification exam.

Contents:


CUSTOMER SERVICE PRINCIPLES:
-FOUR COMPONENTS OF CUSTOMER SERVICE
-CONFLICT RESOLUTION, What is Conflict?
-TYPES OF CONFLICT, Open Conflict vs, Hidden Conflict
-DECISION-MAKING AND ASSERTIVENESS, Seven Steps to Good Decision-Making, Pareto Analysis, Grid Analysis, PMI - Weighing the Pros and Cons of a Decision, Force Field Analysis, Six Thinking Hats, Starbursting, Stepladder Technique - Making Better Group Decisions, Cost/Benefit Analysis – Evaluating the options quantitatively

IT SERVICE MANAGEMENT

SERVICE DELIVERY PRINCIPLES:
-CAPACITY MANAGEMENT: Goals and objectives, Principles of Capacity Management, Capacity Management Activities
-CHANGE MANAGEMENT: Goals and Objectives, Designing and Planning, Change Models, Triggers and Interfaces, Change Management Activities, Roles and Responsibilities within Change Management, Challenges affecting Change Management.

SERVICE OPERATION PRINCIPLES:
-SERVICE OPERATION FUNCTIONS
-TECHNICAL MANAGEMENT, Goal and Objectives, Key Performance Indicators (KPIs) for Technical Management
-IT OPERATIONS MANAGEMENT, Goal and objectives, Operations Control, Facilities Management, Key Performance Indicators (KPIs) for IT Operations Management
-APPLICATION MANAGEMENT, Application Management Lifecycle
-SERVICE OPERATION PROCESSES
-EVENT MANAGEMENT, Goals and Objectives, Scope, Event Management Activities
-PROBLEM MANAGEMENT, Goals and Objectives, Scope, Benefits, Problem Management Activities, Proactive Problem Management, Managing Known Errors from the Service Transition Phase

REQUIRED TECHNICAL KNOWLEDGE:
-DESKTOP ENVIRONMENTS
-STANDARD OPERATING ENVIRONMENTS (SOES)
-MANAGING NETWORKS, TCP/IP Networks, Network Addressing, Network Devices, Managing High Availability (critical) Networks
-MANAGING SERVER ENVIRONMENTS, Monitoring Events, Managing Software Updates, Remotely Managing Servers, Monitoring Performance, Monitoring and Optimizing a Server Environment, Implementing, Managing, and Maintaining Routing and Remote Access

REVIEW QUESTIONS

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 Technician - Introduction
03:16
Help Desk Technician Complete Certification Kit Textbook
1 Introduction to the Program
Hide Content
2 - Customer Service Principles (Part 1) - Customer Service and Conflict Resolution
29:20
2 Definition of Customer Service and Service Componenets of Customer Service
3 Face-toFace Contact, First Impressions and The Help Desk is the Company
4 Conflict Defined, Functional and Dysfunctional Conflict
5 Levels of Conflict, Perceptions and Assumptions & Conflict Resolution Styles
6 Intra & Inter Organization, Group and Personal Conflict
7 Handling Conflict, Building Relationships and Alternate Resolution
8 Conflict with Employers and Organizations & Desired Outcomes of Conflict
Hide Content
3 - Customer Service Principles (Part 2) - Decision Making and Assertiveness
29:10
10 Introduction and What is Assertive Behavior
11 Assertive Rights of an Individual
12 Myths of Non-Assertive Behavior
13 Steps to Improve Professional Assertiveness
14 Assertion Strategies, Body Language and Assertive Bahavior
15 Decision Making Skills and Management Decision Making
16 Bad Decisions in Customer Service
17 Group Decision Making and Brainstorming Technique
18 Group Decision Types and Group Consensus Guidelines
Hide Content
4 - Customer Service Principles (Part 3) - Effective Supervision and Writing Reports
12:16
20 Introduction and Providing Effective Supervision
21 Tips for Learning the Ropes and Effective Supervising
22 Setting Goals
23 Introduction and Becoming a Good Writer
24 Rules of Writing
25 The 4 C's and Proofreading Tips
Quiz 1
Hide Content
5 - IT Service Management Principles (Part 1)
34:50
27 Introduction, Definition and Value of ITSM
28 Good Practice, Business and IT Alignment
29 What are Services and Process
30 Generic Process, Functions and the RACI Model
31 Introduction, Definition and Terminology of Capacity Management
32 Capacity Plan and Consequences of Reactive Bahavior
33 Definition and Terminology of Change Management
34 Activities, The 7 R's of Change Management and Remediation Planning
Hide Content
6 - IT Service Management Principles (Part 2) - Service Operation and Event Mgt
12:10
36 Introduction and the Need for Service Operation
37 Communication Within Service Operation and Service Operation Phase
38 Definition, Terminology, Types and Activities of Event Management
39 Problem Management and Terminology
40 Incidents-Problems-Known Error & Reactive and Proactive Activities
Quiz 2
Hide Content
7 - Advanced Technical Knowledge and Skills for Help Desk Staff-Help Desk Technician
08:19
42 Introduction, Desktop Environments, SOE and Managing SOE
43 TCPIP Networks, Network Addressing, Managing Networks and Network Devices
44 Critical Networks, Server Environments, Monitoring Events and Software Updates
45 Remotely Managing Servers, Monitoring Performance and Remote Access
Hide Content
Exam Preparation
Exam Prep 1
Exam Prep 2
Sample Exam
HD Technician Final Exam
Hide Content
"ITIL® is a Registered Trade Mark of the AXELOS Limited". "The Swirl logo is a Trade Mark of the AXELOS Limited". | "AXELOS® is a registered Trade Mark of AXELOS, limited" 2016