Helpdesk Training - Canada

Helpdesk Training

Helpdesks are a vital part of any IT support service to provide a central point where customers can have their problems answered. Our Helpdesk Training Courses provide knowledge and skills for vital IT roles including helpdesk, service desk and support.

REASONS TO CHOOSE

Learn essential IT support skills for efficient problem-solving
Understand common helpdesk software and tools for better service delivery
Gain practical experience through real-world helpdesk scenarios and simulations
Improve communication skills to effectively assist users and resolve issues
Enhance career prospects with this Helpdesk Training

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Helpdesk Training

Duration

Online Instructor-led (2 days)

Online Self-paced (16 hours)

Certified Service Desk Support Technician Course Outline

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 Cs 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 Certified Service Desk Support Technician Course?

The Certified Service Desk Support Technician Training Course is designed to equip participants with the essential skills and knowledge required to excel in service desk support roles. This training course is particularly advantageous for the following professionals:

Service Desk Technicians
Helpdesk Technicians
IT Support Technicians
Technical Support Specialists
User Support Technicians
Entry-Level IT Professionals
IT Consultants

Prerequisites of the Certified Service Desk Support Technician Course

There are no prerequisites for this Certified Service Desk Support Technician Training Course.

Certified Service Desk Support Technician Course Overview

The Certified Service Desk Support Technician Course is designed to provide a comprehensive understanding of the key concepts, practices, and tools essential for efficient service desk operations. With the increasing reliance on technology across all industries, proficient service desk support is crucial for maintaining seamless business operations and enhancing user satisfaction.

Mastering service desk support is important because it ensures the effective resolution of technical issues, minimises downtime, and improves overall productivity. This course is ideal for professionals such as Service Desk Technicians, Helpdesk Technicians, IT support Technicians, Technical Support Specialists, User Support Technicians, Entry-level IT professionals, and IT Consultants who wish to excel in their roles.

The Knowledge Academy's 2-day course offers a focused and intensive learning experience. Delegates will gain practical skills through hands-on exercises and real-world scenarios, enabling them to handle various technical challenges effectively. The course is structured to ensure participants leave with a solid understanding of best practices and the ability to apply their knowledge immediately in their workplaces.

Course Objectives

To provide an understanding of the roles and responsibilities of a Service Desk Support Technician
To teach the fundamental principles and practices of effective service desk operations
To develop skills in using common service desk tools and software
To enhance problem-solving abilities for resolving technical issues efficiently
To improve communication skills for better interaction with users and team members
To prepare delegates for real-world service desk challenges through practical exercises

Upon completion of this course, delegates will be equipped with the knowledge and skills necessary to excel in service desk support roles. They will be able to handle technical issues with confidence and contribute significantly to their organisations' IT support functions.

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What's included in this Certified Service Desk Support Technician Course?

World-Class Training Sessions from Experienced Instructors
Certified Service Desk Support Technician Certificate
Digital Delegate Pack

More information

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More information

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Duration

Online Instructor-led (2 days)

Online Self-paced (16 hours)

Certified IT 1, 2 & 3 Line Support Technician Course Outline

This Certified IT 1, 2, and 3 Line Support Technician course explains the basic concepts of each of the three levels of support, giving delegates a full overview of how IT Support functions within an organisation. The topics covered include:

Module 1: Introduction to Support

What is a Support Technician?
First-Line Support
Roles and Responsibilities of Service Desk
Second-Line Support
Third-Line Support
Defining Strategic Requirements
Developing a Strategic Role
Integrating the Service Desk

Module 2: Useful Terminology and Concepts

Introduction to Terminology and Concepts

Module 3: Dealing with Tickets Effective Communication Skills

Advantages of an IT Service Management
What is a Ticket Management System?
Using a Ticket Management System
Questions to Ask
Continued Improvement
Effective Communication Skills
Problems with Communication
Handling Users
Improving Your Verbal and Email Communication
Internal Communication

Module 4: User Accounts

Second-Line Support and Task
Progressing from First-Line Support
User Accounts in Windows 10
User Accounts in macOS Sierra
User Accounts in Linux

Module 5: Installing, Upgrading, and Configuring Software

System Centre Configuration Manager
SCCM Components
Creating and Deploying a Simple Application
Deploying a Simple Application
Monitoring and Configuring Applications

Module 6: Working with Servers and Resolving Server-Side Issues

Third-Line Support
Types of Servers
Domain Name Server
Managing Servers
Layers of Infrastructure
Common Server Problems

Module 7: Server Security and SSL

Secure Shell Keys
Firewalls
SSL Certificates
SSL Case Study

Module 8: Effective Management of Tools and Technology

Automated Call Distribution (ACD)
Computer Telephony Integration (CTI)

Module 9: Service Development Cycle and Professional Development

Introduction to SDC
Approach
Demand Management
Benefits of Providing PD Training
Coaching and Mentoring
Benefits of Coaching and Mentoring

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Who should attend this Certified IT Support Technician Course?

The Certified IT 1st, 2nd & 3rd Line Support Technician Training Course is designed to provide participants with the skills and knowledge necessary to provide technical support across multiple tiers within an IT support hierarchy. This training course is especially beneficial for these professionals:

IT Support Technicians
Helpdesk Technicians
Service Desk Technicians
Entry-Level IT Professionals
Technical Support Specialists
User Support Technicians
IT Consultants

Prerequisites of the IT Support Technician Course

There are no formal prerequisites for this IT Support Technician Online Course. However, a basic understanding of Information Technology, Customer Support, and their fundamental concepts would be beneficial.

IT Support Technician Course Overview

Unlock the world of IT support with our IT Support Training, a crucial two-day course by the Knowledge Academy. This course is designed to give delegates a basic understanding of how IT Support functions on multiple levels. Gain insights into hardware, software, and networking, ensuring a solid foundation for IT support roles.

Mastering IT Support Training is vital for professionals aiming to excel in IT support roles. This knowledge is essential for understanding the different lines of IT support, which can be broken down into the following three sections: first line, which is an internet-based position, second-line support, which handles desktop issues; and third-line support, which manages servers and oversees an organisation’s IT infrastructure.

This 2-day training at the Knowledge Academy ensures delegates acquire the necessary skills and knowledge to earn the IT Support Technician Certificate. The course covers comprehensive modules, providing a practical and efficient learning experience. This course will equip delegates to undertake a wide range of IT support tasks.

Course Objectives

Develop proficiency in hardware and software troubleshooting
Gain a deep understanding of network configurations
Acquire skills for diagnosing and resolving technical issues
Prepare for the IT Support Technician Certification examination
Enhance career prospects with real-world IT support expertise

Upon completion, delegates emerge with a solid foundation in IT support, armed with a certificate that validates their skills, preparing them for diverse roles in the ever-evolving field of technology.

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What’s included in this Certified IT 1, 2 & 3 Line Support Technician Course?

World-Class Training Sessions from Experienced Instructors
Certified IT 1, 2 & 3 Line Support Technician Certificate
Digital Delegate Pack

More information

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More information

See dates & prices

Duration

Online Instructor-led (2 days)

Online Self-paced (16 hours)

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

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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.

More information

See dates & prices

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

More information

See dates & prices

More information

See dates & prices

Not sure which course to choose?

Speak to a training expert for advice if you are unsure of what course is right for you. Give us a call on +1 6474932992 or Inquire.

Helpdesk Training FAQs

What is Helpdesk Training, and why is it essential for IT support professionals?

Helpdesk Training equips IT support professionals with the skills and knowledge to effectively resolve technical issues, improve customer service, and enhance overall support efficiency, making it essential for maintaining high service standards.

What skills and knowledge are typically covered in these courses?

These courses typically cover troubleshooting techniques, customer service skills, technical support procedures, ticketing systems, communication skills, and knowledge of common IT issues and resolutions.

How does Helpdesk Training improve customer service and support efficiency?

Helpdesk Training improves customer service and support efficiency by teaching professionals how to quickly diagnose and resolve issues, communicate effectively with users, and manage support tickets systematically.

What are the prerequisites for Helpdesk Certification?

Prerequisites for helpdesk certification vary, but generally include a basic understanding of IT concepts, some experience in technical support, and completion of relevant training courses.

How can Helpdesk Training benefit my career in IT support?

Helpdesk Training can enhance your technical skills, improve your problem-solving abilities, boost your confidence in handling support tasks, and make you more competitive for advanced roles and promotions in IT support.

What are the key components of effective Helpdesk Training Courses?

Effective Helpdesk Training Courses include practical exercises, real-world scenarios, customer service training, technical troubleshooting, use of support tools, and assessments to gauge understanding and proficiency.

How does Helpdesk Training address the challenges of remote IT support?

Helpdesk Training addresses remote IT support challenges by teaching remote troubleshooting techniques, effective virtual communication, use of remote support tools, and strategies for managing remote support tickets.

What are the common tools and software applications covered in Helpdesk Courses?

Common tools and software applications covered include ticketing systems (like Jira or Zendesk), remote support tools (like TeamViewer or AnyDesk), communication platforms (like Slack or Microsoft Teams), and various diagnostic utilities.

What are the benefits of ongoing Helpdesk Training for experienced IT support staff?

Ongoing Helpdesk Training keeps experienced IT support staff updated on the latest technologies, improves their skills, introduces new support strategies, and helps them stay competitive in the evolving IT landscape.

Can Helpdesk Courses help with career advancement and opportunities for promotions?

Yes, these courses can significantly enhance career advancement and promotion opportunities by providing advanced skills, certifications, and demonstrating a commitment to professional development.

Why choose The Knowledge Academy in Canada over others?

The Knowledge Academy in Canada 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 this course.

What are the best Helpdesk Training courses in Canada?

Please see our Helpdesk Training courses available in Canada

Which is the best training institute/provider of Helpdesk Training in Canada?

The Knowledge Academy is the Leading global training provider for Helpdesk Training.

What is the cost/training fees for Helpdesk Training in Canada

The training fees for Helpdesk Training in Canada starts from CAD3095

Why we're the go to training provider for you

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.

Trusted & Approved

We are accredited by PeopleCert on behalf of AXELOS

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