Helpdesk Training | Certified Service Desk Support Technician Training in Johannesburg

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Certified Service Desk Support Technician

Johannesburg

Learn essential support skills to resolve technical issues effectively
Gain practical knowledge for efficient service desk operations
Elevate your skills with our Certified Service Desk Support Technician Course

Dates & Prices Dates & Prices

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

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

Our Johannesburg 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.

Johannesburg, the capital of Gauteng is the largest city within South Africa. Johannesburg is one of fifty largest urban areas in the world. The city has around 950,000 inhabitants. The diamond and gold trade is a large source within the city within the Witwatersrand hills. The city has numerous collections of settlements they are called South-western Townships “Soweto”. The townships had a population of largely native African workers living on the outskirts of Johannesburg. The city has an unemployment rate of around 24.3%.Johannesburg has several higher educational institutes including public and private. Public universities within the city include, University of the Witwatersrand and the University of Johannesburg. The University of the Witwatersrand, has around 30,000 enrolled students studying over several campuses. The public research university provides students with the education of, Commerce, Law, Management, Engineering, Health Sciences, Humanities and Science. Other universities within the city include, University of the Witwatersrand and Gordon Institute of Business Science.

Address

Holiday Inn Johannesburg Airport

100 North Rand Road, Bardene

Boksburg North

Johannesburg

1459

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 Service Desk Support Technician Training in Johannesburg. 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 Service Desk Support Technician Training in Johannesburg, 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 Service Desk Support Technician Training in Johannesburg. 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 Johannesburg 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

Trainer explains well on all modules. Highly recommended.

Sheilah Kairu

Friendly and good with his presentation and simple explanations

Nambawan Super Limited

Helpdesk Training | Certified Service Desk Support Technician Training in Johannesburg FAQs

What is a Certified Service desk Support Technician?

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.

Are there any pre-requisites for taking this course?

There are no formal prerequisites for attending this course.

Do you offer support for Certified service desk Support Technician Certification Training?

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.

What is included in Certified service desk Support Technician Certification?

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.

What is the duration of the course?

This course is a 2-day training course during which delegates participate in intensive learning sessions that cover various course topics.

What are the job opportunities and potential career paths after completing the course?

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.

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

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.

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

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.

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

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.

Why choose The Knowledge Academy in Johannesburg over others?

The Knowledge Academy in Johannesburg 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 is the cost/training fees for Certified Service Desk Support Technician in Johannesburg?

The training fees for Certified Service Desk Support Technicianin Johannesburg starts from R10995

Which is the best training institute/provider of Certified Service Desk Support Technician in Johannesburg?

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

What are the best Helpdesk Training courses in Johannesburg?

Please see our Helpdesk Training courses available in Johannesburg

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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