Course information

Certified Service Desk Support Technician Course Outline

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

  • 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 C’s 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 Helpdesk Training Course?

This IT support training course is for:

  • Anyone looking to become a Service Desk Technician
  • Anyone who wants to improve their IT Service Skills
  • Wants to work on the line of IT Support
  • Anyone who delivers internal IT support
  • Anyone who delivers external IT support

Prerequisites

There are no prerequisites for this Service Desk training course.

Certified Service Desk Support Technician Course Overview

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.

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What's included in this Helpdesk Training Course?

  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor
  • Refreshments

Why choose us

Our Munich venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Munich is the largest and capital city of the German state Bavaria. It has an estimated population of about 1.5 million inhabitants; making Munich the third largest city in Germany, after Berlin and Hamburg. The educational system in Munich is also run by the German state and is compulsory for children to attend school up to the age of 18; and offers many public and private schools for children. The school system and is divided into four levels: Kindergarten Education is for children aged from three to 6, Elementary Education (Grundschule) is from Grade 1 to Grade 4, After Elementary School, children can go onto one of the three types of schools, Hauptschule, Realschule or Gymnasium, depending on their academic ability, academic achievement, self-confidence, the ability to work independently, and student’s family wishes; These Secondary education are form Grades 5 to 9 or 10 and is compulsory up to the age of 18, and Higher Education.

The city also offers scientific research institutions including The Max Planck Society which is an independent non-profit German research organisation. Munich has many universities including The Ludwig Maximilian University (LMU), also known as University of Munich, and The Technische Universität München (TUM); the University of Munich was established in 1472 making it the oldest university in the German state. The Ministries of Education and Research of the Federation and the German states (Länder) awarded these two of the first three German universities the title ‘Elite University’. The Ludwig Maximilian University (LMU) and the Technische Universität München (TUM) and the Technical University of Karlsruhe (Karlsruhe Institute of Technology) are considered Elite Universities thus have grater chances for research funds.

Munich is well known for the amount of Nobel Prize laureates starting with Nobel Prize laureates from 1901 including Wilhelm Conrad Röntgen to 2005 with Theodor Hänsch.

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Address

Novotel Hotel
Munich Airport
Nordallee 29
Munich
85356 DE

T: +49 8000101090

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Helpdesk Training | Certified Service Desk Support Technician Training in Munich. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's Helpdesk Training | Certified Service Desk Support Technician Training in Munich, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Experience the most sought-after learning style with The Knowledge Academy's Helpdesk Training | Certified Service Desk Support Technician Training in Munich. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Helpdesk Training | Certified Service Desk Support Technician Training in Munich sessions.

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Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

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State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

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Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

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Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

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Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

Helpdesk Training | Certified Service Desk Support Technician Training in Munich FAQs

Please arrive at the venue at 8:45am.
there are no prerequisites for this course
We can provide support via phone & email prior to attending, during and after the course.
Delegate pack consisting of course notes and exercises, Manual, Experienced Instructor, and Refreshments
This course is 2 days
Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts
The training fees for Certified Service Desk Support Technician certification in Munich starts from €1995
The Knowledge Academy is the Leading global training provider for Certified Service Desk Support Technician.
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Why choose us

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Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"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

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