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 Portland 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.

Portland has a population of around 620,000 inhabitants living in the largest city of Oregon. The city is the county seat of Multnomah County. Portland is located on the Pacific Northwest region within the Willamette valley. This city has also been known as the City Of Roses due to high popularity of rose gardens. Cultural differences have been created in Portland neighbourhoods, these are divided into 5 sections, North, Northwest, Northeast, Southwest and Southeast. In Portland over 80% of residents speak English as there first language, 8% speaking Spanish, 2% speaking Vietnamese and 1.5% speaking Russian. Portland has an unemployment rate of 4.4%, but employment rates are increasing with higher paying industries.The city is home to six public school districts and is the largest with around 85 operating public schools. The highest enrolled school is located in Grant park neighbourhood with 1,600 students is Grant High school. The high school offers students with high school diplomas which 92% received in 2008. Benson Polytechnic High School is located in the Eastside of Portland operating as a technical public high school. The school has around 1,200 pupils and covers grade 9-12.Downtown Portland is home to Portland State University, with the largest enrolment within the state of Oregon. The university operates as a four year curriculum offering undergraduate and postgraduate degrees. The university has been ranked within the top 15 undergraduate education within America. Courses can be taken in the following subjects, Economics, Environmental programs, international studies, system engineering, technology management, theatre arts and marketing.Pacific Northwest College of Art in Portland is a private art institute offering bachelor grants, art degrees and graduate degrees.  The college has round 500 students enrolled who locally take part in exhibitions, design and lectures. Pacific Northwest College of Art offers animated art, illustration, intermedia and painting programs. 

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Address

Portland, Oregon

T: +1 7204454674

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 Portland. 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 Portland, 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.

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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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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What our customers are saying

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

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The training fees for certification in Portland starts from $2295
The Knowledge Academy is the Leading global training provider for .
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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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