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Effective Help Desk Specialist Skills

ISBN : 9781616910716

The Effective Help Desk Specialist Skills course covers a combination of both the hard skills and soft skills that a help desk personnel needs to succeed. Soft skills include communication, training, and writing skills while hard skills include technical, security, troubleshooting, and business skills. Help desk support is an important element of any organization therefore organizations look for personnel with a broad set of skills including both hard skills and soft skills.

Lessons
Lessons
12+
Quizzes
200+
Flashcards
309+
Glossary of terms
309+
TestPrep
Pre Assessment Questions
100+
Post Assessment Questions
100+
  • Organization of the Text
  • Key Pedagogical Features
  • A Brief Word on Mind Mapping
  • Conclusion
  • Understanding the Support Center
  • The Role of the Help Desk Professional
  • Understanding Users
  • Typical Incident Process
  • Elements of Communication
  • Recognizing Communication Barriers
  • Comparing Different Communication Methods
  • Handling Difficult Situations
  • Recognizing the Value of Attitude
  • Managing Stress
  • Managing Your Time
  • Managing Your Career
  • Working with Personal Computers
  • Working with Networks
  • Working with Mobile Devices
  • Understanding the Product
  • Protecting IT Resources
  • Understanding Malware
  • Managing Risk
  • Recognizing Key Troubleshooting Steps
  • Following Standard Operating Procedures (SOPs)
  • Understanding Problem-Solving Skills
  • Comparing Writing Styles
  • Understanding Technical Writing
  • Writing for Customers
  • Writing for Internal Personnel
  • Effective Training Skills
  • Steps Involved in Training
  • One-on-One Training vs. Group Training
  • Reviewing Core Business Skills
  • Shaping the Business
  • Aligning the Business
  • Understanding ITIL
  • Calculating Value with Performance Metrics
  • Identifying Help Desk Costs
  • Creating a Cost Benefit Analysis (CBA)

Customer Testimonials

Vullnet Idrizi
excellent
Few weeks ago, I got a chance to review uCertify’s Effective Help Desk Specialist Skills for 15 days. As to the content, course covers a combination of both hard skills and soft skills that a help desk personnel needs to succeed. Soft skills include communication, personal, training, and writing skills while hard skills include technical, security, troubleshooting, and business skills. The Effective Help Desk Specialist Skills course contains flashcards & quizzes. There is no limit to the number of times learners can attempt these. Flashcards help master the key concepts and the glossaries define the key terms. The course also contains full-length practice test. These tests closely follow the exam objectives and are designed to simulate real exam conditions. Each course has a number of test sets consisting of hundreds of items to ensure that learners are prepared for the certification exam. I would recommend this course to everyone.
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