Certified Helpdesk Support Technician Course Outline
This exclusive IT technical course has been designed for anyone who wants to become a Help Desk Support Technician. The 2 certification will help delegates understand the terminology of helpdesk support and the roles and tasks that are required for a support technician.
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 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