uCertify

eff-help-desk ISBN-Nummer: 978-1-61691-071-6

Effective Help Desk Specialist Skills

Learn how to communicate as a help desk specialist and resolve issues efficiently.

What you will be able to do

  • Ability to handle incidents & problems 
  • Expertise in change & configuration management
  • Awareness of networking fundamentals like TCP/IP, DNS, DHCP, Routing, and Switching
  • Skilled with desktop operating systems like Windows, macOS, and Linux and mobile devices 
  • Ability to resolve hardware issues with troubleshooting
  • Manage security-related issues like malware, phishing, security policies, access control, and encryption
  • Awareness of problem-solving techniques for troubleshooting
  • Knowledge of root cause analysis and diagnostic tools
  • Ability to write knowledge-based articles, procedure documents, and user manuals
  • Efficient interpersonal skills for conflict resolution
  • Ability to multitask and prioritize issues on a need basis 
  • Knowledge of IT Infrastructure Library (ITIL)

Beginner Selbstgesteuert · 1 Jahr Zugang 5.0/5 (200 Rezension)

01 / About

Über diesen Kurs

Try Free → Keine Kreditkarte benötigt
This Help Desk Specialist Skill Development Course covers the key objectives for delivering exceptional customer service by building rapport, resolving issues, and exceeding customer expectations. It will help you master core fundamentals like help desk principles, troubleshooting techniques, and incident management best practices. It will help you develop effective communication skills required to interact with diverse users and provide clear and concise solutions. By the end of this course, you’ll have a clear understanding of the business context of IT support and ITIL best practices.

02 / Lektionen & Labore

See exactly what you will learn and practice

Übersicht herunterladen (PDF)

Unterrichtsplan

12 Interaktive Lektionen · 40 topics
01 Einführung 4 topics
  • Organisation des Textes
  • Wichtige pädagogische Merkmale
  • Ein kurzes Wort zum Mind Mapping
  • Abschluss
02 Einführung in die Rollen des Helpdesk-Supports 4 topics
  • Das Support Center verstehen
  • Die Rolle des Helpdesk-Experten
  • Benutzer verstehen
  • Typischer Vorfallprozess
03 Kommunikationsfähigkeit 4 topics
  • Elemente der Kommunikation
  • Kommunikationsbarrieren erkennen
  • Vergleich verschiedener Kommunikationsmethoden
  • Umgang mit schwierigen Situationen
04 Persönliche Fähigkeiten 4 topics
  • Den Wert der Einstellung erkennen
  • Stress bewältigen
  • Verwalten Sie Ihre Zeit
  • Verwalten Sie Ihre Karriere
05 Technische Fähigkeiten 4 topics
  • Arbeiten mit Personal Computern
  • Arbeiten mit Netzwerken
  • Arbeiten mit mobilen Geräten
  • Das Produkt verstehen

03 / Bewertungen

5.0
★★★★★

200 verifizierte Bewertungen von Lernenden

3 Mio.+ zufriedene Kunden · 50+ Länder

★★★★★

Few weeks ago, I got a chance to review uCertify’s Effective Help Desk Specialist Skills for 15 days. As to the content, course covers a combination of both hard skills and so...ft skills that a help desk personnel needs to succeed. Soft skills include communication, personal, training, and writing skills while hard skills include technical, security, troubleshooting, and business skills. The Effective Help Desk Specialist Skills course contains flashcards & quizzes. There is no limit to the number of times learners can attempt these. Flashcards help master the key concepts and the glossaries define the key terms. The course also contains full-length practice test. These tests closely follow the exam objectives and are designed to simulate real exam conditions. Each course has a number of test sets consisting of hundreds of items to ensure that learners are prepared for the certification exam. I would recommend this course to everyone.

Vullnet Idrizi
Vullnet Idrizi · IT Help Desk, Kosovo Telecom J.S.C.

04 / FAQS

Fragen, bevor Sie beginnen

Kontaktieren Sie uns ↗
Is this course suitable for beginners?
Yes, this is a beginner-friendly course.
Will I get an IT Help Desk Professional Certification?
Yes, you will get a certificate of completion at the end of this course.
What are the prerequisites for this course?
No, there are no formal prerequisites to enroll for this course.
How is this course different from other customer service courses?
This course dives into the technical skills and knowledge required to work as a help desk specialist whereas other customer service courses focus only on soft skills development.
What is the estimated salary of a certified help desk technician?
The average annual salary for certified help desk technicians in the US is around $122,000. This may vary depending on your experience and region.

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