Helpdesk Training

Online Instructor-led (2 days)

Online Self-paced (16 hours)

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

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Online Instructor-led (2 days)

Online Self-paced (16 hours)

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

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Who should attend this Certified IT Support Technician Training Course?

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:

  • IT Support Technicians
  • Helpdesk Technicians
  • Service Desk Technicians
  • Entry-Level IT Professionals
  • Technical Support Specialists
  • User Support Technicians
  • IT Consultants

Prerequisites of the IT Support Technician Training Course

There are no formal prerequisites for this IT Support Technician Online Course. However, a basic understanding of Information Technology, Customer Support, and their fundamental concepts would be beneficial.   

IT Support Technician Training Course Overview

Unlock the world of IT support with our IT Support Training a crucial one-day course by the Knowledge Academy. This course is designed to give delegates a basic understanding of how IT Support functions on multiple levels. Gain insights into hardware, software, and networking, ensuring a solid foundation for IT support roles.

Mastering IT Support Training is vital for professionals aiming to excel in IT support roles. This knowledge is essential for understanding the different lines of IT support, which can be broken down into the following three sections: first line, which is an internet-based position, second-line support, which handles desktop issues; and third-line support, which manages servers and oversees an organisation’s IT infrastructure.

This 2-day training at the Knowledge Academy ensures delegates acquire the necessary skills and knowledge to earn the IT Support Technician Certificate. The course covers comprehensive modules, providing a practical and efficient learning experience. This course will equip delegates to undertake a wide range of IT support tasks.

Course Objectives:

  • Develop proficiency in hardware and software troubleshooting
  • Gain a deep understanding of network configurations
  • Acquire skills for diagnosing and resolving technical issues
  • Prepare for the IT Support Technician Certification examination
  • Enhance career prospects with real-world IT support expertise

Upon completion, delegates emerge with a solid foundation in IT support, armed with a certificate that validates their skills, preparing them for diverse roles in the ever-evolving field of technology.

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What’s included in this Certified IT 1, 2 & 3 Line Support Technician Training Course?

  • World-Class Training Sessions from Experienced Instructors
  • Certified IT 1, 2 & 3 Line Support Technician Certificate
  • Digital Delegate Pack

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Online Instructor-led (2 days)

Online Self-paced (16 hours)

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 

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Not sure which course to choose?

Speak to a training expert for advice if you are unsure of what course is right for you. Give us a call on +1 7204454674 or Inquire.

Helpdesk Training FAQs

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The training fees for in the United States starts from $2295.
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