uCertify

Effective Help Desk Specialist Skills

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

(eff-help-desk) / ISBN : 978-1-61691-071-6
Lessons
TestPrep
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200 Rezension
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Über diesen Kurs

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.

Fähigkeiten, die Sie erwerben werden

  • 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)
Kursübersicht herunterladen

1

Einführung

  • Organisation des Textes
  • Wichtige pädagogische Merkmale
  • Ein kurzes Wort zum Mind Mapping
  • Abschluss
2

Einführung in die Rollen des Helpdesk-Supports

  • Das Support Center verstehen
  • Die Rolle des Helpdesk-Experten
  • Benutzer verstehen
  • Typischer Vorfallprozess
3

Kommunikationsfähigkeit

  • Elemente der Kommunikation
  • Kommunikationsbarrieren erkennen
  • Vergleich verschiedener Kommunikationsmethoden
  • Umgang mit schwierigen Situationen
4

Persönliche Fähigkeiten

  • Den Wert der Einstellung erkennen
  • Stress bewältigen
  • Verwalten Sie Ihre Zeit
  • Verwalten Sie Ihre Karriere
5

Technische Fähigkeiten

  • Arbeiten mit Personal Computern
  • Arbeiten mit Netzwerken
  • Arbeiten mit mobilen Geräten
  • Das Produkt verstehen
6

Sicherheitskompetenzen

  • IT-Ressourcen schützen
  • Malware verstehen
  • Risikomanagement
7

Fähigkeiten zur Fehlerbehebung

  • Erkennen der wichtigsten Schritte zur Fehlerbehebung
  • Befolgen von Standardarbeitsanweisungen (SOPs)
  • Problemlösungsfähigkeiten verstehen
8

Schreibfähigkeiten

  • Schreibstile vergleichen
  • Technisches Schreiben verstehen
  • Schreiben für Kunden
  • Schreiben für internes Personal
9

Trainingsfähigkeiten

  • Effektive Trainingsfähigkeiten
  • Schritte zum Training
  • Einzeltraining vs. Gruppentraining
10

Die Berufsqualifikationen

  • Überprüfung der Kerngeschäftskompetenzen
  • Das Geschäft gestalten
  • Das Geschäft ausrichten
  • ITIL verstehen
11

Berechnen des Helpdesk-Werts

  • Wertberechnung mit Leistungskennzahlen
  • Ermittlung der Helpdesk-Kosten
  • Erstellen einer Kosten-Nutzen-Analyse (CBA)
12

Anhang

Warum lieben Lernende diesen Kurs?

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 soft 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

Haben Sie Fragen? Schauen Sie sich die FAQs an

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Yes, this is a beginner-friendly course.

Yes, you will get a certificate of completion at the end of this course.

No, there are no formal prerequisites to enroll for this course.

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.

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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