Course information

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

Why choose us

Our Lille venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Lille is located in the North of France and is in the Nord Department. The city has a population of around 227,000 and is a French speaking community. It is the fifth largest urban area in France with an unemployment rate of around 15%. Lille has a student population of around 110,000 students and is one of Frances top student cities. Some universities include Lille 2 University of Health and Law, Lille Catholic University and EDHEC Business School as well as SKEMA Business School. SKEMA Business School has a student population of around 7000 with 35% of them international students. SKEMA has campuses in Lille, Paris and Sophia Antipolis. The university offers doctoral programmes, MBA programmes and MSc programmes and are predominantly taught in English.

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Address

Hôtel Carlton

3 Rue de Paris
59000 Lille
France

 

T: +33 805638382

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Helpdesk Training | Certified Service Desk Support Technician Training in Lille. 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.

Unlock your potential with The Knowledge Academy's Helpdesk Training | Certified Service Desk Support Technician Training in Lille, 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 Helpdesk Training | Certified Service Desk Support Technician Training in Lille. 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 Helpdesk Training | Certified Service Desk Support Technician Training in Lille sessions.

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Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

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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

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Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

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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 at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

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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

Helpdesk Training | Certified Service Desk Support Technician Training in Lille 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 Lille 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 Lille starts from €1995
The Knowledge Academy is the Leading global training provider for Certified Service Desk Support Technician.
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Why choose us

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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.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"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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