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Business / Operations

Help Desk Complete Certification Course

This course would be beneficial to managers looking to implement help desk resources to improve customer service, businesses exploring the various communication methods that can be used for help desk processes, and individuals who want to improve their customer service skills and build on help desk technician knowledge.

Description

Explore the most popular customer service resource known as Help Desk. Evaluate the various forms of Help Desk communication methods and the obvious benefits a company receives from implementing Help Desk processes and technology. 


Become a valued member of your organization by learning how to effectively implement Help Desk processes into your department. A Help Desk is an implemented resource constructed to provide customers and clients with information, support, and guidance in relation to company services and products. 

Help Desk support works toward troubleshooting customer problems and initiates this through various channels of communications including email, toll-free numbers, and live chat technology. A help desk provides a single point of contact for users to solve their problems, receive technical support, and obtain professional answers to their questions. 


This course would benefit managers who want to implement Help Desk resources to improve customer service, businesses exploring the various communication methods that can be used for help desk processes, and individuals who want to improve their customer service skills and build on help desk technician knowledge.


Why register?

  • Easy and affordable.
  • Learning about Help Desk technologies has never been more affordable.
  • Latest industry trends explained.
  • Acquire valuable skills and get updated about the industry's latest trends right here. Today.
  • Learn at your own pace. Find everything right here, when you need it, and from wherever you are.


This course validates that you know specific methods, models, and/or tools. This is essential to professionals in order to be updated on the latest IT service trends, and to add to their Help Desk strategy toolbox.

The industry is facing a bold, new world with the amazing developments of Help Desk, and the challenges and the opportunities this presents are unprecedented. The Help Desk Complete Certification Course serves as a complete introductory guide for anyone looking to grasp a better understanding of Help Desk concepts and their practical application in any environment.


What will you learn?

  • Learn the important concepts, tools, methods and uses of Help Desk.
  • Learn about the benefits of implementing Help Desk strategies, practices, and processes in your work place.
  • Examine Help Desk auditing processes.
  • Review Help Desk software and technology.
  • Manage your customer relationships.


The Art of Service's introductory Help Desk training helps IT practitioners develop the skills that are crucial, as businesses embark on this massive transformation. It provides an industry credential for IT professionals to help them transform into the world of Help Desk. This training enables you to move both the industry and business forward, and to quickly take advantage of the benefits that Help Desk applications present.


Course Outline

The topics covered in this course are:

  • An Overview of Help Desk
  • Customer Service and Product Support
  • Technical and Customer Support
  • Customer Experience
  • Customer Relationship Management
  • Help Desk Auditing
  • Help Desk Application/Software
Full details

Curriculum

  • An Overview of Help Desk
    Introduction and Objectives
    In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course. Section Outline Lecture 2: Service Desk Lecture 3: Help Desk Lecture 4: Virtual Help Desk
    0:18
    Service Desk
    2:25
    Help Desk
    7:45
    Virtual Help Desk
    7:00
    Reading Section - Chapter 1
  • Customer Service and Product Support
    Introduction and Objectives
    In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course. Section Outline Lecture 7: Customer Service Lecture 8: Handling Complaints Lecture 9: Customer is Always Right Lecture 10: Taking Responsibility and Problem Solving Lecture 11: Standardization and Product Support
    0:23
    Customer Service
    6:31
    Handling Complaints
    0:14
    Customer is Always Right
    3:21
    Taking Responsibility and Problem Solving
    1:38
    Standardization and Product Support
    1:16
    Reading Section - Chapter 2
  • Technical and Customer Support
    Introduction and Objectives
    In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course. Section Outline Lecture 14: Technical Support Lecture 15: Types of Technical Support Lecture 16: Outsourcing Technical Support Lecture 17: Multi-tiered Technical Support Lecture 18: Customer Support
    0:25
    Technical Support and Coverage
    1:51
    Types of Technical Support
    1:33
    Outsourcing Technical Support
    1:21
    Multi-tiered Technical Support
    7:48
    Customer Support
    3:28
    Reading Section - Chapter 3
  • Customer Experience
    Introduction and Objectives
    In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course. Section Outline Lecture 21: Customer Experience Lecture 22: Growing Recognition and Business Requirement Lecture 23: Customer Experience Management Lecture 24: Terminology
    0:14
    Customer Experience
    0:35
    Growing Recognition and Business Requirement
    3:51
    Customer Experience Management
    1:17
    Terminology
    8:33
    Reading Section - Chapter 4
  • Customer Relationship Management
    Introduction and Objectives
    In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course. Section Outline Lecture 27: Customer Relationship
    0:22
    Customer Relationship
    4:57
    Reading Section - Chapter 5
  • Help Desk Auditing
    Introduction and Objectives
    In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course. Section Outline Lecture 21: Help Desk and Incident Reporting Auditing Lecture 22: Help Desk Auditing
    0:20
    Help Desk and Incident Reporting Auditing
    2:22
    Help Desk Auditing
    6:05
    Reading Section - Chapter 6
  • Help Desk Application / Software
    Introduction and Objectives
    In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course. Section Outline Lecture 34: HEAT Lecture 35: iSupport Lecture 36: Kayako Lecture 37: Liberium Help Desk Lecture 38: Mojo Helpdesk Lecture 39: SimpleDesk Lecture 40: Supportworks
    0:23
    HEAT
    2:06
    iSupport
    4:03
    Kayako
    0:51
    Liberium Help Desk
    1:30
    Mojo Helpdesk
    1:31
    SimpleDesk
    0:47
    Supportworks
    4:51
    Reading Section - Chapter 7
  • Course Resources
    Help Desk course syllabus
    Help Desk Certification Workbook

Skills

  • Customer Relationships
  • Customer Service

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