Course information

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

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Who should attend this Certified Helpdesk Support Technician Training Course?

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:

  • 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 Training 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 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?

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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 

Why choose us

Our Hyderabad 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.

Hyderabad is situated along the Musi River, and is the capital city of Andhra Pradesh and Telangana. City of pearls as the city is otherwise known, as for its pearl and diamond trading centre, it is the fourth most populated city within India and is home to around 6.8 million people as well as having a metropolitan population of around 7.75 million. The city which was established in 1591 has two main land marks, which are the Golconda and the Charminar which represents the history of Hyderabad. There are eleven universities within Hyderabad, six of which are owned by the state, three are deemed universities and the other two are central universities. The universities and institutions include an English and Foreign Languages University, NIFT Hyderabad, University of Hyderabad, Tata Institute of Social Sciences, Indian School of Business, National Academy of Construction and IIT Hyderabad all of which offer a wide range of different courses. However before students go off to do a degree within technology, construction, social science, engineering or international management, students must complete secondary schools and colleges, which include the Indus world school, Modern High School, St George’s Grammar school, the Meridian school, as well as international schools such as the Chirec International school which offers education from pre-primary to secondary school and offers students the opportunity to gain A and O levels, CBSE, IGCSE and CBSE.

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Address

M.S.Towers, Road No.1 &10, 

500034, 

Hyderabad, 

India

T: +91 8037244591

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Helpdesk Training | Certified Helpdesk Support Technician Training in Hyderabad. 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 Helpdesk Support Technician Training in Hyderabad, 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 Helpdesk Support Technician Training in Hyderabad. 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 Helpdesk Support Technician Training in Hyderabad 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

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Helpdesk Training | Certified Helpdesk Support Technician Training in Hyderabad FAQs

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The training fees for certification in Hyderabad starts from INR39995
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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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