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

Show moredowndown

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?

Show moredowndown

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 Mumbai 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.

Mumbai is situated within the West Coast of India, as well as it being the capital of Maharashtra, it plays an important part within the global economics system. Bombay as the city was previously known as, up until 1995 is also known as an alpha world city and has the largest number of millionaires and billionaires across India, with it therefor being noted as the wealthiest city in India. Mumbai is home to around 18.4 million people and is regarded as the second largest metropolitan population within India as of the record in 2011 with 20.7 million people. Schools and Colleges within Mumbai can be found within the city as well as the suburbs and are either run privately, by the government or the Brihanmumbai Municipal Corporation. Secondary schools are operated by the MCGM primary education system to which it is schooling around 485,531 students in 1,188 primary schools and around 55,576 students in 49 secondary schools within eight different languages these being English, Hindi, Urdu, Kannada, Marathi, Tamil, Gujarati and Telugu. Colleges offer students opportunities to participate within Junior college level, undergraduate level, BCom, BSc and BA courses. As stated by the 10+2+3/4 plan students complete ten years at school to then go on to a junior college and study either science, commerce or arts and they complete that over a two year period. University courses at a degree level are offered in a wide range of different subjects such as engineering, law, media, applied arts and architecture, management, dental, pharmacy as well as Commerce and Science. There are a few universities and colleges within Mumbai and these are the University Institute of Chemical Technology, Indian Institute of Technology (Bombay), SNDT Women’s University, Government Law college, Veermata Jijabai Technological Institute, Narsee Monejee Institute of Management Studies, Sir J. J. School of Art which is the oldest art institution within Mumbai along the Thadomal Shahani Engineering College which is also the oldest private engineering college and the first of its kind to join up with the University of Mumbai to be able to give students the chance to learn about the biomedical engineering, computer engineering, biotechnology and information technology. The University of Mumbai is regarded to be one of the premier universities within India with achievements such as being placed within the top 50 engineering schools of the world ranking at 41 by the American Business Insider within 2013 as well as excelling as the 3rd best multi-disciplinary university within the QS university rankings within India.   

Show moredown

Address

Safal Institute 
613, Corporate Centre
Nirmal Lifestyles Mall
LBS Marg
Mulund (W)
Mumbai 400080

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 Mumbai. 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 Mumbai, 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 Mumbai. 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 Mumbai sessions.

best_trainers

Highly experienced trainers

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

venues

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

small_classes

Small class sizes

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

value_for_money

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.

tailored_learning_experience

Tailored learning experience

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

budget

Maximise your training budget

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

team_building

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

monitor_progress

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 Helpdesk Support Technician Training in Mumbai FAQs

There hasn't been any questions asked about this Topic

The training fees for certification in Mumbai starts from INR39995
The Knowledge Academy is the Leading global training provider for .
Please see our courses available in Mumbai
Show more down

Why choose us

icon

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.

icon

Many delivery methods

Flexible delivery methods are available depending on your learning style.

icon

High quality resources

Resources are included for a comprehensive learning experience.

barclays Logo
deloitte Logo
Thames Water Logo

"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

santander logo
bmw Logo
Google Logo

Looking for more information on Helpdesk Training?

backBack to course information

Get a custom course package

We may not have any package deals available including this course. If you enquire or give us a call on +91 8037244591 and speak to our training experts, we should be able to help you with your requirements.

cross

OUR BIGGEST SPRING SALE!

Special Discounts

red-starWHO WILL BE FUNDING THE COURSE?

close

close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.

close

close

Press esc to close

close close

Back to course information

Thank you for your enquiry!

One of our training experts will be in touch shortly to go overy your training requirements.

close close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.