Help Desk - Technician
An introductory course about being a technician in the help desk industry.
What you will learn
Learn the principles of customer service
Learn the principles of IT service management
Understand the advance technical knowledge and skills for help desk staff and technician
Why take this course?
To assist an individual seeking employment as a Help Desk technician, this program and associated workbook aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform.
A typical Help Desk Technician provides an extension of the skills required by a senior Help Desk technician, who may be responsible for second-line support as well as for performing specialist maintenance activities.
This program does assume the reader already has some technical knowledge that will be utilized in a Help Desk role. The focus of the program is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed.