Helpdesk Training - Belgium

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

This Certified IT 1, 2, and 2 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 Server
• 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

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