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This technical course has been designed to help delegates understand how to become a Service Desk Support Technician and learn the vital techniques to fulfil this role.
The following subjects will be taught during this course:
Module 1: Role of Service Desk Support Technician
Module 2: Service Desk Support Terminology
Module 3: Recording, Updating, and Documenting Requests
Module 4: Resolve IT Related Incidents
Module 5: Creating User Accounts and Resetting Passwords
Module 6: Upgrading Different Types of Software
This IT support training course is for:
There are no prerequisites for this Service Desk training course.
The Service Desk is the most vital area of contact for IT related incidents and requests. The fundamental requirement of the Service Support Technician is to deliver support to staff by using this system. Other skills that Service Desk Technicians need to have are accurately recording and updating requests and installing and configuring IT equipment.
Communication is vital for a Service Desk Technician as they must interact with technical and non-technical individuals. This service desk course will help you to learn all of these skills which will give you the confidence to become a professional IT Support Technician.
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
Module 2: Useful Terminology and Concepts
Module 3: Dealing with Tickets Effective Communication Skills
Module 4: User Accounts
Module 5: Installing, Upgrading, and Configuring Software
Module 6: Working with Servers and Resolving Server-Side Issues
Module 7: Server Security and SSL
Module 8: Effective Management of Tools and Technology
Module 9: Service Development Cycle and Professional Development
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:
There are no formal prerequisites for this Certified IT 1, 2 & 3 Line Support Technician Training Course. However, a basic understanding of Information Technology, Customer Support, and their fundamental concepts would be beneficial.
This 2-day Certified IT 1, 2, and 3 Line Support Technician course, delivered by our knowledgeable and experienced trainers, is designed to give delegates a basic understanding of how IT Support functions on multiple levels. The course covers the core elements of each level, aiming to help delegates understand how each level works and to which level they might be best suited.
Undertaking this 2-day course from The Knowledge Academy will allow you to understand the different lines of IT support, which can broadly be broken down into the following three sections: first-line, which is usually a phone and internet-based position and involves tackling password resets, troubleshooting, and other basic user problems; second-line support, which handles more advanced problems such as desktop issues and enabling or disabling user accounts; and third-line support, which manages servers and oversees an organisation’s IT infrastructure.
Gaining Certified IT 1, 2, and 3 Line Support Technician status, by successfully finishing this course and receiving our certificate of completion, will prove to employers that delegates are competent not just of basic first-line IT support but can also tackle the more advanced tasks of second- or third-line support. This course will, therefore, equip delegates to undertake a wide range of IT support tasks, which is especially useful for organisations wherein the line system is not used or there is significant overlap between the different lines of IT support.
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
Module 2: Customer Service Fundamentals
Module 3: Role of Service Desk in Modern Organisations
Module 4: Offering Support to Customers/Users
Module 5: Essential Skills for Helpdesk Support Technicians
Module 6: Key Performance Indicators (KPIs) for Service Management
Module 7: Tools and Automation for Helpdesk Support
Module 8: Omnichannel Support and its Advantages
Module 9: Distinguishing Service Requests, Incidents, and Processes
Module 10: IT Service Management (ITSM) Practices Used by Service Desk
Module 11: Continual Improvement in Service Desk Operations
The Certified Helpdesk Support Technician Training Course is designed to provide participants 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:
There are no formal prerequisites for this Certified Helpdesk Support Technician Training Course. However, a basic understanding of Information Technology, Customer Support, and their fundamental concepts would be beneficial for the delegates.
The role of a help desk support technician is to make sure that technologies which are being used in the business are up to date and running efficiently. This role is vital in the IT sector as they deliver end to end support for those who need assistance with their computer, hardware, or software.
A Helpdesk Support Technician should also have effective communication skills as they must engage with technical and non-technical individuals. Many IT Professionals start their careers as a Helpdesk Support Technician, are you ready to start yours?
Speak to a training expert for advice if you are unsure of what course is right for you. Give us a call on +32 35001305 or Enquire.
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We are accredited by PeopleCert on behalf of AXELOS
Flexible delivery methods are available depending on your learning style.
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water