Help Desk Technician Complete Certification Course
Help Desk Technician Elearning Program
To assist an individual looking to boost their career within the IT support service industry, this course will provide the required knowledge, skills and certification to become a Help Desk Technician.
The focus of the course 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.
The Help Desk Technician course 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.
What is included in this program?
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.
The recommended minimum contact hours to pass the certification test is 18 hours
Help Desk Technician Complete Certification Kit Textbook
1 Introduction to the Program
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
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
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
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
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
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
Exam Prep 1
Exam Prep 2
HD Technician Final Exam
Program Objective and high level topics
Students can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components:
This course does assume the reader already has some technical knowledge that will be utilized in a Help Desk role.
Extended Access - 180 days
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There is no reason to stop learning after you finish the Help Desk Technician Course.
Help Desk Technician Exam Voucher.This is valid for one ONLINE exam for you to take at a date and time that best suits you!- ONLINE exam- Multiple Choice examExam Vouchers are valid for 1 year after date of purchase.This exam voucher entitles you ...
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