uCertify

Effective Help Desk Specialist Skills

Learn how to communicate as a help desk specialist and resolve issues efficiently.

(eff-help-desk) / ISBN : 978-1-61691-071-6
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This Help Desk Specialist Skill Development Course covers the key objectives for delivering exceptional customer service by building rapport, resolving issues, and exceeding customer expectations. It will help you master core fundamentals like help desk principles, troubleshooting techniques, and incident management best practices. It will help you develop effective communication skills required to interact with diverse users and provide clear and concise solutions. By the end of this course, you’ll have a clear understanding of the business context of IT support and ITIL best practices.

Habilidades que obtendrás

  • Ability to handle incidents & problems 
  • Expertise in change & configuration management
  • Awareness of networking fundamentals like TCP/IP, DNS, DHCP, Routing, and Switching
  • Skilled with desktop operating systems like Windows, macOS, and Linux and mobile devices 
  • Ability to resolve hardware issues with troubleshooting
  • Manage security-related issues like malware, phishing, security policies, access control, and encryption
  • Awareness of problem-solving techniques for troubleshooting
  • Knowledge of root cause analysis and diagnostic tools
  • Ability to write knowledge-based articles, procedure documents, and user manuals
  • Efficient interpersonal skills for conflict resolution
  • Ability to multitask and prioritize issues on a need basis 
  • Knowledge of IT Infrastructure Library (ITIL)
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1

Introducción

  • Organización del Texto
  • Características pedagógicas clave
  • Una breve palabra sobre mapas mentales
  • Conclusión
2

Introducción a los roles de soporte de la mesa de ayuda

  • Entendiendo el Centro de Soporte
  • El papel del profesional de la mesa de ayuda
  • Comprender a los usuarios
  • Proceso de incidente típico
3

Habilidades de comunicación

  • Elementos de comunicación
  • Reconocer las barreras de la comunicación
  • Comparando diferentes métodos de comunicación
  • Manejo de situaciones difíciles
4

Habilidades personales

  • Reconocer el valor de la actitud
  • Manejando el estrés
  • Administrar tu tiempo
  • Manejar tu carrera
5

Habilidades técnicas

  • Trabajar con computadoras personales
  • Trabajando con Redes
  • Trabajar con dispositivos móviles
  • Comprender el producto
6

Habilidades de seguridad

  • Protección de los recursos de TI
  • Comprender el malware
  • La gestión del riesgo
7

Habilidades de solución de problemas

  • Reconocer los pasos clave para la solución de problemas
  • Seguir los procedimientos operativos estándar (SOP)
  • Comprender las habilidades para resolver problemas
8

Habilidades de escritura

  • Comparación de estilos de escritura
  • Comprender la escritura técnica
  • Escribir para clientes
  • Redacción para Personal Interno
9

Habilidades de entrenamiento

  • Habilidades de entrenamiento efectivo
  • Pasos involucrados en el entrenamiento
  • Entrenamiento individual versus entrenamiento grupal
10

Habilidades para los negocios

  • Revisión de las habilidades comerciales básicas
  • Dando forma al negocio
  • Alineando el Negocio
  • Entendiendo ITIL
11

Cálculo del valor de la mesa de ayuda

  • Cálculo del valor con métricas de rendimiento
  • Identificación de los costos de la mesa de ayuda
  • Crear un Análisis de Costo-Beneficio (CBA)
12

Apéndice

¿Por qué a los estudiantes les encanta este curso?

Few weeks ago, I got a chance to review uCertify’s Effective Help Desk Specialist Skills for 15 days. As to the content, course covers a combination of both hard skills and soft skills that a help desk personnel needs to succeed. Soft skills include communication, personal, training, and writing skills while hard skills include technical, security, troubleshooting, and business skills. The Effective Help Desk Specialist Skills course contains flashcards & quizzes. There is no limit to the number of times learners can attempt these. Flashcards help master the key concepts and the glossaries define the key terms. The course also contains full-length practice test. These tests closely follow the exam objectives and are designed to simulate real exam conditions. Each course has a number of test sets consisting of hundreds of items to ensure that learners are prepared for the certification exam. I would recommend this course to everyone.

Vullnet Idrizi
Vullnet Idrizi
IT Help Desk

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Yes, this is a beginner-friendly course.

Yes, you will get a certificate of completion at the end of this course.

No, there are no formal prerequisites to enroll for this course.

This course dives into the technical skills and knowledge required to work as a help desk specialist whereas other customer service courses focus only on soft skills development.

The average annual salary for certified help desk technicians in the US is around $122,000. This may vary depending on your experience and region.

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