Helpdesk Training | Certified Helpdesk Support Technician Training in Port Elizabeth

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Certified Helpdesk Support Technician

Port Elizabeth

Understanding the role of a Helpdesk Support Technician
Master service management systems with our Certified Helpdesk Support Technician Course
Learning how to problem-solve and troubleshoot any issues

Dates & Prices Dates & Prices

Course information

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

Our Port Elizabeth 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.

Port Elizabeth located within the Eastern Cape Province in South Africa. The city strengthened its border by introducing settlers in 1820. The city now has around 310,000 inhabitants and is one of the largest cities within the country. Port Elizabeth is also known as the friendly city and the windy city. Algoa Bay stretches down the city for 16km and imports goods into South Africa. Within the city there is around 32,000 people that are black, 120,000 that are white, 71,000 coloured and 9,000 that are Asian. Afrikaans’s is the most popular first language of the city with English second.Port Elizabeth’s largest and main university is, Nelson Mandela Metropolitan University. It has around 27,000 enrolled students with around 3,000 international students from USA, China, Germany, Sweden and France. The university has six campuses where students can gain diplomas and degrees. Courses that can be studied include, Art, Business, Economic Sciences, Education, Engineering and Health Sciences.

Address

Greenacres
Port Elizabeth
First Bowring House
Fairview Office Park
Ring Road
Greenacres
Port Elizabeth
6045

T: +27 800 780004

Ways to take this course

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

Learn more in our FAQs

Unlock your potential with The Knowledge Academy's Helpdesk Training | Certified Helpdesk Support Technician Training in Port Elizabeth, 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.

Learn more in our FAQs

Experience the most sought-after learning style with The Knowledge Academy's Helpdesk Training | Certified Helpdesk Support Technician Training in Port Elizabeth. 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 Helpdesk Support Technician Training in Port Elizabeth 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

Learn more in our FAQs

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.

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 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

Learn more in our FAQs

What our customers are saying

The trainer was so good, friendly , interactive and informative, i was able to ask questions where i didnt understand something, and he explain giving examples to me which makes it easy for me to understand.

Atang Keokilwe

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

Helpdesk Training | Certified Helpdesk Support Technician Training in Port Elizabeth FAQs

What is Certified Helpdesk Support Technician?

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.

What are the pre-requisites of Certified Helpdesk Support Technician Course?

There are no formal prerequisites for this course.

Who should attend Certified Helpdesk Support Technician Training?

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.

Do you offer support for Certified Helpdesk Support Technician Certification?

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.

What is included in Certified Helpdesk Support Technician Training Course?

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.

What is the duration of this Certified Helpdesk Support Technician Course?

The duration of this course spans across 2 days, providing intensive and focused training to equip delegates with essential helpdesk support skills.

What are the job opportunities and potential career paths after completing the Certified Helpdesk Support Technician Course?

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.

How does the course help me develop both technical and customer service skills?

The course offers practical technical training and customer service techniques, covering troubleshooting methods, support tools, and communication strategies for managing customer interactions effectively.

How can I stay updated with the latest trends and technologies in helpdesk support?

Stay updated by engaging in continuous learning, subscribing to industry publications, joining forums, and participating in webinars and conferences.

How does the Certified Helpdesk Support Technician Course help in improving customer service and technical support skills?

The course improves skills by providing hands-on training, teaching effective communication strategies, and offering insights into the latest helpdesk tools and technologies.

Why choose The Knowledge Academy in Port Elizabeth over others?

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.

What is the cost/training fees for Certified Helpdesk Support Technician in Port Elizabeth?

The training fees for Certified Helpdesk Support Technicianin Port Elizabeth starts from R24895

Which is the best training institute/provider of Certified Helpdesk Support Technician in Port Elizabeth?

The Knowledge Academy is the Leading global training provider for Certified Helpdesk Support Technician.

What are the best Helpdesk Training courses in Port Elizabeth?

Please see our Helpdesk Training courses available in Port Elizabeth

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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