Helpdesk Training

Online Instructor-led (2 days)

Classroom (2 days)

Online Self-paced (16 hours)

Certified Service Desk Support Technician Course Outline

Module 1: Role of Service Desk Support Technician

  • What is a Service Desk Support Technician?
  • Day-to-Day Tasks
  • Required Skills
  • Problem Management
  • General Responsibilities
  • Roles and Responsibilities
  • Service Desk Responsibilities
  • What are Key Performance Indicators?
  • KPIs for the Service Desk
  • 7 Cs of Customer Service

Module 2: Service Desk Support Terminology

  • Service Desk
  • Service Catalogue
  • Asset Management
  • IT Service Management
  • Call Ticket
  • Call Tracking
  • Incident Data
  • Remote Control System
  • Client
  • End User
  • Escalation
  • Intranet
  • Local Area Network (LAN)
  • Voice over Internet Protocol (VoIP)
  • Customer Relationship Management
  • Benefits of CRM

Module 3: Recording, Updating, and Documenting Requests

  • What is a Service Request?
  • Incident Requests
  • Service Requests
  • Most Common Requests
  • What is a Ticket Management System?
  • Using a Ticket Management System
  • Request Fulfilment
  • Service Request Fulfilment Process
  • Documentation of Processes

Module 4: Resolve IT Related Incidents

  • Incident Response
  • Incident Management
  • Internal Communication
  • Handling Users

Module 5: Creating User Accounts and Resetting Passwords

  • Users
  • Permissions
  • Passwords
  • Secure Passwords
  • Resetting Passwords

Module 6: Upgrading Different Types of Software

  • Upgrading and Updating Software
  • Types of System Software
    • Operating System
    • Device Driver
    • Firmware
    • Utilities
  • Importance of Updating Software
  • Software Upgrades
  • Choosing Secure Software
  • Benefits of a Software Upgrade
  • Disadvantages of a Software Upgrade
  • Risks of Not Performing a Software Upgrade

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Who should attend this Certified Service Desk Support Technician Course?

The Certified Service Desk Support Technician Training Course is designed to equip participants with the essential skills and knowledge required to excel in service desk support roles. This training course is particularly advantageous for the following professionals:

  • Service Desk Technicians
  • Helpdesk Technicians
  • IT Support Technicians
  • Technical Support Specialists
  • User Support Technicians
  • Entry-Level IT Professionals
  • IT Consultants

Prerequisites of the Certified Service Desk Support Technician Course

There are no prerequisites for this Certified Service Desk Support Technician Training Course.

Certified Service Desk Support Technician Course Overview

The Certified Service Desk Support Technician Course is designed to provide a comprehensive understanding of the key concepts, practices, and tools essential for efficient service desk operations. With the increasing reliance on technology across all industries, proficient service desk support is crucial for maintaining seamless business operations and enhancing user satisfaction.

Mastering service desk support is important because it ensures the effective resolution of technical issues, minimises downtime, and improves overall productivity. This course is ideal for professionals such as Service Desk Technicians, Helpdesk Technicians, IT support Technicians, Technical Support Specialists, User Support Technicians, Entry-level IT professionals, and IT Consultants who wish to excel in their roles.

The Knowledge Academy's 2-day course offers a focused and intensive learning experience. Delegates will gain practical skills through hands-on exercises and real-world scenarios, enabling them to handle various technical challenges effectively. The course is structured to ensure participants leave with a solid understanding of best practices and the ability to apply their knowledge immediately in their workplaces.

Course Objectives

  • To provide an understanding of the roles and responsibilities of a Service Desk Support Technician
  • To teach the fundamental principles and practices of effective service desk operations
  • To develop skills in using common service desk tools and software
  • To enhance problem-solving abilities for resolving technical issues efficiently
  • To improve communication skills for better interaction with users and team members
  • To prepare delegates for real-world service desk challenges through practical exercises

Upon completion of this course, delegates will be equipped with the knowledge and skills necessary to excel in service desk support roles. They will be able to handle technical issues with confidence and contribute significantly to their organisations' IT support functions.

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What's included in this Certified Service Desk Support Technician Course?

  • World-Class Training Sessions from Experienced Instructors
  • Certified Service Desk Support Technician Certificate
  • Digital Delegate Pack

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Online Instructor-led (2 days)

Classroom (2 days)

Online Self-paced (16 hours)

Certified IT 1, 2 & 3 Line Support Technician Course Outline

This Certified IT 1, 2, and 3 Line Support Technician course explains the basic concepts of each of the three levels of support, giving delegates a full overview of how IT Support functions within an organisation. The topics covered include:

Module 1: Introduction to Support

  • What is a Support Technician?
  • First-Line Support
  • Roles and Responsibilities of Service Desk
  • Second-Line Support
  • Third-Line Support
  • Defining Strategic Requirements
  • Developing a Strategic Role
  • Integrating the Service Desk

Module 2: Useful Terminology and Concepts

  • Introduction to Terminology and Concepts

Module 3: Dealing with Tickets Effective Communication Skills

  • Advantages of an IT Service Management
  • What is a Ticket Management System?
  • Using a Ticket Management System
  • Questions to Ask
  • Continued Improvement
  • Effective Communication Skills
  • Problems with Communication
  • Handling Users
  • Improving Your Verbal and Email Communication
  • Internal Communication

Module 4: User Accounts

  • Second-Line Support and Task
  • Progressing from First-Line Support
  • User Accounts in Windows 10
  • User Accounts in macOS Sierra
  • User Accounts in Linux

Module 5: Installing, Upgrading, and Configuring Software

  • System Centre Configuration Manager
  • SCCM Components
  • Creating and Deploying a Simple Application
  • Deploying a Simple Application
  • Monitoring and Configuring Applications

Module 6: Working with Servers and Resolving Server-Side Issues

  • Third-Line Support
  • Types of Servers
  • Domain Name Server
  • Managing Servers
  • Layers of Infrastructure
  • Common Server Problems

Module 7: Server Security and SSL

  • Secure Shell Keys
  • Firewalls
  • SSL Certificates
  • SSL Case Study

Module 8: Effective Management of Tools and Technology

  • Automated Call Distribution (ACD)
  • Computer Telephony Integration (CTI)

Module 9: Service Development Cycle and Professional Development

  • Introduction to SDC
  • Approach
  • Demand Management
  • Benefits of Providing PD Training
  • Coaching and Mentoring
  • Benefits of Coaching and Mentoring

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Who should attend this Certified IT Support Technician Course?

The Certified IT 1st, 2nd & 3rd Line Support Technician Training Course is designed to provide participants with the skills and knowledge necessary to provide technical support across multiple tiers within an IT support hierarchy. This training course is especially beneficial for these professionals:

  • IT Support Technicians
  • Helpdesk Technicians
  • Service Desk Technicians
  • Entry-Level IT Professionals
  • Technical Support Specialists
  • User Support Technicians
  • IT Consultants

Prerequisites of the IT Support Technician Course

There are no formal prerequisites for this IT Support Technician Online Course. However, a basic understanding of Information Technology, Customer Support, and their fundamental concepts would be beneficial.   

IT Support Technician Course Overview

Unlock the world of IT support with our IT Support Training, a crucial two-day course by the Knowledge Academy. This course is designed to give delegates a basic understanding of how IT Support functions on multiple levels. Gain insights into hardware, software, and networking, ensuring a solid foundation for IT support roles.

Mastering IT Support Training is vital for professionals aiming to excel in IT support roles. This knowledge is essential for understanding the different lines of IT support, which can be broken down into the following three sections: first line, which is an internet-based position, second-line support, which handles desktop issues; and third-line support, which manages servers and oversees an organisation’s IT infrastructure.

This 2-day training at the Knowledge Academy ensures delegates acquire the necessary skills and knowledge to earn the IT Support Technician Certificate. The course covers comprehensive modules, providing a practical and efficient learning experience. This course will equip delegates to undertake a wide range of IT support tasks.

Course Objectives

  • Develop proficiency in hardware and software troubleshooting
  • Gain a deep understanding of network configurations
  • Acquire skills for diagnosing and resolving technical issues
  • Prepare for the IT Support Technician Certification examination
  • Enhance career prospects with real-world IT support expertise

Upon completion, delegates emerge with a solid foundation in IT support, armed with a certificate that validates their skills, preparing them for diverse roles in the ever-evolving field of technology.

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What’s included in this Certified IT 1, 2 & 3 Line Support Technician Course?

  • World-Class Training Sessions from Experienced Instructors
  • Certified IT 1, 2 & 3 Line Support Technician Certificate
  • Digital Delegate Pack

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Online Instructor-led (2 days)

Classroom (2 days)

Online Self-paced (16 hours)

Certified Helpdesk Support Technician Course Outline

Module 1: Introduction to Helpdesk Support Technician

  • Introduction
  • Purpose, Scope, and Importance of Service Desk
  • Role of Helpdesk Support Technician in Providing Customer Support Problem Management

Module 2: Customer Service Fundamentals

  • Understanding Customer Service and its Importance
  • Customer Management and its Significance
  • Exploring CX (Customer Experience) and UX (User Experience)
  • Service Empathy and Developing a Customer Mindset
  • Collaboration and its Role in Effective Customer Support
  • Prioritisation Techniques for Handling Customer Requests
  • Customer Journey Mapping and Enhancing Customer Experience

Module 3: Role of Service Desk in Modern Organisations

  • Evolving Service Industry and its Importance
  • Where does the Service Desk Fits in an Organisation's Support Structure?
  • Internal Vs. External Service Desk

Module 4: Offering Support to Customers/Users

  • Different Support Channels and Strategies
  • Building Effective Relationships with Customers
  • Importance of Relationship Management in Service Desk

Module 5: Essential Skills for Helpdesk Support Technicians

  • Effective Communication Techniques for Positive Interactions
  • Troubleshooting Strategies and Approaches
  • Utilising Knowledge Management Database for Efficient Support

Module 6: Key Performance Indicators (KPIs) for Service Management

  • Identifying and Measuring Service Desk Performance
  • Utilising KPIs to Drive Continual Improvement

Module 7: Tools and Automation for Helpdesk Support

  • Importance of Automation in Service Desk Operations
  • Integration Tools to Enhance Efficiency
  • Integration Tools to Enhance Efficiency

Module 8: Omnichannel Support and its Advantages

  • Understanding Omnichannel Support
  • Providing Seamless Customer Experience Across Multiple Channels

Module 9: Distinguishing Service Requests, Incidents, and Processes

  • Understanding Service Requests and their Management
  • Differentiating Incidents and their Handling
  • Importance of Defined Processes and Procedures for Efficient Support

Module 10: IT Service Management (ITSM) Practices Used by Service Desk

  • Service Level Agreements (SLAs) and their Significance
  • Incident Management and its Role in Resolving Issues
  • Problem Management for Identifying Root Causes
  • Configuration Management for Ensuring Stability
  • Service Request Management for Streamlining User Requests

Module 11: Continual Improvement in Service Desk Operations

  • Emphasising the Culture of Continuous Improvement
  • Identifying Areas of Improvement in Service Desk Practices

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Who should attend this Certified Helpdesk Support Technician Training Course?

The Certified Helpdesk Support Technician Course is designed to provide delegates with the skills and knowledge necessary to provide efficient and effective technical support to end users, customers, or clients. This training course is especially beneficial for these professionals:

  • Helpdesk Support Technicians
  • IT Support Staff
  • Entry-Level IT Professionals
  • Customer Service Representatives
  • Technical Support Specialists
  • Desktop Support Technicians
  • Service Desk Analysts

Prerequisites of the Certified Helpdesk Support Technician Training Course

There are no formal prerequisites for this Certified Helpdesk Support Technician Course. However, a basic understanding of Information Technology, Customer Support, and their fundamental concepts would be beneficial for the delegates.  

Certified Helpdesk Support Technician Course Overview

The role of a helpdesk support technician is crucial for ensuring seamless IT operations within organisations. The Certified Helpdesk Support Technician Course offers comprehensive training in troubleshooting, customer service, and technical support. This course equips individuals with the essential skills needed to effectively manage and resolve IT issues, making it an invaluable asset for businesses of all sizes.

Understanding the intricacies of helpdesk support is vital for maintaining productivity and minimising downtime in any organisation. The Certified Helpdesk Support Technician Training is essential for IT professionals, aspiring technicians, and anyone involved in customer support roles. Mastering these skills can lead to improved job performance, career advancement, and a deeper understanding of IT infrastructure and user management.

This 2-day Certified Helpdesk Support Technician Training by The Knowledge Academy provides delegates with hands-on experience and practical knowledge. Delegates will learn effective problem-solving techniques, customer interaction skills, and the latest industry best practices. By the end of the course, delegates will be well-prepared to handle a wide range of IT support scenarios, enhancing their capability to deliver exceptional helpdesk services.

Course Objectives

  • To develop proficiency in troubleshooting and resolving common IT issues
  • To enhance customer service skills for effective communication and support
  • To understand and implement best practices in helpdesk operations
  • To gain knowledge of various IT tools and software used in support
  • To build the ability to manage and prioritise multiple support requests efficiently

Upon completion of the Certified Helpdesk Support Technician Course, delegates will possess the essential skills and knowledge required to excel in helpdesk roles. They will be equipped to handle diverse IT challenges, improve customer satisfaction, and contribute significantly to the efficiency and success of their organisations.

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What’s included in this Certified Helpdesk Support Technician Training Course?

  • World-Class Training Sessions from Experienced Instructors
  • Certified Helpdesk Support Technician Certificate
  • Digital Delegate Pack 

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Not sure which course to choose?

Speak to a training expert for advice if you are unsure of what course is right for you. Give us a call on +61 272026926 or Enquire.

Helpdesk Training FAQs

Helpdesk Training equips IT support professionals with the skills and knowledge to effectively resolve technical issues, improve customer service, and enhance overall support efficiency, making it essential for maintaining high service standards.
These courses typically cover troubleshooting techniques, customer service skills, technical support procedures, ticketing systems, communication skills, and knowledge of common IT issues and resolutions.
Helpdesk Training improves customer service and support efficiency by teaching professionals how to quickly diagnose and resolve issues, communicate effectively with users, and manage support tickets systematically.
Prerequisites for helpdesk certification vary, but generally include a basic understanding of IT concepts, some experience in technical support, and completion of relevant training courses.
Helpdesk Training can enhance your technical skills, improve your problem-solving abilities, boost your confidence in handling support tasks, and make you more competitive for advanced roles and promotions in IT support.
Effective Helpdesk Training Courses include practical exercises, real-world scenarios, customer service training, technical troubleshooting, use of support tools, and assessments to gauge understanding and proficiency.
Helpdesk Training addresses remote IT support challenges by teaching remote troubleshooting techniques, effective virtual communication, use of remote support tools, and strategies for managing remote support tickets.
Common tools and software applications covered include ticketing systems (like Jira or Zendesk), remote support tools (like TeamViewer or AnyDesk), communication platforms (like Slack or Microsoft Teams), and various diagnostic utilities.
Ongoing Helpdesk Training keeps experienced IT support staff updated on the latest technologies, improves their skills, introduces new support strategies, and helps them stay competitive in the evolving IT landscape.
Yes, these courses can significantly enhance career advancement and promotion opportunities by providing advanced skills, certifications, and demonstrating a commitment to professional development.
The Knowledge Academy in Australia stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking this course.
The Knowledge Academy is the Leading global training provider for Helpdesk Training.
The training fees for Helpdesk Training in Australia starts from AUD3395.
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