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Certified Helpdesk Support Technician Overview
Certified Helpdesk Support Technician Course Outline
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 does 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
Who should attend this Certified Helpdesk Support Technician Training Course?
The Certified Helpdesk Support Technician Course is designed to provide delegates 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 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 helpdesk support technician is crucial for ensuring seamless IT operations within organisations. The Certified Helpdesk Support Technician Course offers comprehensive training in troubleshooting, customer service, and technical support. This course equips individuals with the essential skills needed to effectively manage and resolve IT issues, making it an invaluable asset for businesses of all sizes.
Understanding the intricacies of helpdesk support is vital for maintaining productivity and minimising downtime in any organisation. The Certified Helpdesk Support Technician Training is essential for IT professionals, aspiring technicians, and anyone involved in customer support roles. Mastering these skills can lead to improved job performance, career advancement, and a deeper understanding of IT infrastructure and user management.
This 2-day Certified Helpdesk Support Technician Training by The Knowledge Academy provides delegates with hands-on experience and practical knowledge. Delegates will learn effective problem-solving techniques, customer interaction skills, and the latest industry best practices. By the end of the course, delegates will be well-prepared to handle a wide range of IT support scenarios, enhancing their capability to deliver exceptional helpdesk services.
Course Objectives
- To develop proficiency in troubleshooting and resolving common IT issues
- To enhance customer service skills for effective communication and support
- To understand and implement best practices in helpdesk operations
- To gain knowledge of various IT tools and software used in support
- To build the ability to manage and prioritise multiple support requests efficiently
Upon completion of the Certified Helpdesk Support Technician Course, delegates will possess the essential skills and knowledge required to excel in helpdesk roles. They will be equipped to handle diverse IT challenges, improve customer satisfaction, and contribute significantly to the efficiency and success of their organisations.
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
Why choose us
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Certified Helpdesk Support Technician. 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.
Live classes
Join a scheduled class with a live instructor and other delegates.
Interactive
Engage in activities, and communicate with your trainer and peers.
Global Pool of the Best Trainers
We handpick from a global pool of expert trainers for our Online Instructor-led courses.
Expertise
With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.
Global Reach
With classes running in all timezones, access any of our courses and course material from anywhere, anytime.
Unlock your potential with The Knowledge Academy's Certified Helpdesk Support Technician, 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.
Experience the most sought-after learning style with The Knowledge Academy's Certified Helpdesk Support Technician. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Certified Helpdesk Support Technician sessions.
Highly experienced trainers
Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience
State of the art training venues
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
Small class sizes
Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment
Great value for money
Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value
Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite Certified Helpdesk Support Technician at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.
Tailored learning experience
Leverage benefits offered from a certification that fits your unique business or project needs
Maximise your training budget
Cut unnecessary costs and focus your entire budget on what really matters, the training.
Team building opportunity
Our Certified Helpdesk Support Technician offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings
Monitor employees progress
The course know-how will help you track and evaluate your employees' progression and performance with relative ease
What our customers are saying
the trainer spoke well
Latifa almazrouei
the trainer is a very good person and has experience and knowledge I love to say thank you, Adam.
Yasser aldooly
He knows what he is teaching and very clearly explained
Arnold Reyes
Certified Helpdesk Support Technician FAQs
A Certified Helpdesk Support Technician is a trained professional skilled in troubleshooting IT issues, providing technical support, and ensuring effective customer service within an organisation's IT helpdesk environment.
There are no formal prerequisites for this course.
The Certified Helpdesk Support Technician Course is ideal for IT professionals, aspiring aspiring helpdesk technicians, customer support specialists, and anyone looking to enhance their technical troubleshooting and customer service skills in IT support roles.
Yes, we provide 24/7 support for the courses. Our customer service will be available to assist you before and after the course, with any queries, technical issues, or additional support you may require. We are committed to ensuring your learning experience is seamless and that you have access to assistance whenever you need it.
In this course, delegates will have training with our experienced instructors, a digital delegate pack consisting of important notes related to this course, and a certificate after course completion.
The duration of this course spans across 2 days, providing intensive and focused training to equip delegates with essential helpdesk support skills.
Job opportunities include Helpdesk Technician, IT Support Specialist, and Technical Support Engineer. Career paths can progress to IT management, network administration, and advanced technical support roles.
The course offers practical technical training and customer service techniques, covering troubleshooting methods, support tools, and communication strategies for managing customer interactions effectively.
Stay updated by engaging in continuous learning, subscribing to industry publications, joining forums, and participating in webinars and conferences.
The course improves skills by providing hands-on training, teaching effective communication strategies, and offering insights into the latest helpdesk tools and technologies.
The Knowledge Academy stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking Certified Helpdesk Support Technician Certification.
The training fees for Certified Helpdesk Support Technicianin Australia starts from AUD3395
Which is the best training institute/provider of Certified Helpdesk Support Technician in Australia?
The Knowledge Academy is the Leading global training provider for Certified Helpdesk Support Technician.
Please see our Helpdesk Training courses available in Australia
Why choose us
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.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
Resources are included for a comprehensive learning experience.
"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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