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Certified Service Desk Support Technician Overview
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
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.
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
Why choose us
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Certified Service Desk 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 Service Desk 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.
What our customers are saying
Trainer explains well on all modules. Highly recommended.
Sheilah Kairu
Friendly and good with his presentation and simple explanations
Nambawan Super Limited
Certified Service Desk Support Technician FAQs
A Certified Service Desk Support Technician is a professional skilled in providing technical support, troubleshooting, and customer service for IT-related issues. They ensure efficient operation and maintenance of computer systems, assisting users with hardware, software, and network problems.
There are no formal prerequisites for attending this course.
Yes, The Knowledge Academy offers support via phone & email before attending, during, and after the course. Our customer support team is available to assist and promptly resolve any issues you may encounter.
In this training course, delegates will have 2-day intensive training with our experienced instructors, a digital delegate pack consisting of important notes related to this course, and a certificate after course completion.
This course is a 2-day training course during which delegates participate in intensive learning sessions that cover various course topics.
Completing the course can lead to roles such as Service Desk Analyst, IT Support Specialist, Help Desk Technician, and Technical Support Engineer, offering pathways into IT management, system administration, and network support careers.
The Certified Service Desk Support Technician Course equips you with essential technical knowledge for troubleshooting and resolving IT issues, while simultaneously enhancing your customer service skills through training in effective communication, empathy, and problem-solving to ensure a positive user experience.
Stay updated with the latest trends and technologies in service desk support by subscribing to industry newsletters, following expert blogs, joining professional forums, attending webinars, participating in training courses, and networking with peers at industry events.
The course enhances customer service and technical support skills by providing comprehensive training in troubleshooting, effective communication, and problem-solving, ensuring technicians can efficiently address and resolve customer issues with professionalism and expertise.
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.
The training fees for Certified Service Desk Support Technicianin Canada starts from CAD3095
The Knowledge Academy is the Leading global training provider for Certified Service Desk Support Technician.
Please see our Helpdesk Training courses available in Canada
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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