Computer and Network Administrators, Software Developers, IT Managers, Analyst, IT Consultants.

• Have a sufficient understanding in computer hardware and networking
• Have a basic knowledge about Windows environment

After completing this course the student should be able to:

• Understand a broad overview of the help desk and help desk industry.
• Understand the integration of people, processes, technology, and information, to achieve successful help desk operations.
• Examines the many software options available for tracking and managing data.
• Perform user’s log, track, and escalate calls, as well as resolve problems.

Help Desk Concepts

• Introduction to Help Desk Concepts
• Help Desk Operations

Help Desk Components

• The People Component: Help Desk Roles and Responsibilities
• The Process Component: Help Desk Processes and Procedures
• The Technology Component: Help Desk Tools and Technologies
• The Information Component: Help Desk Performance Measures

The Help Desk Setting

Customer Support as a Profession

• Job Descriptions for the Help Desk
• Help Desk Resources
• Service Technology Trends and Career Resources

Help Desk Technology, Tools & Techniques

• Support Environments and Processes
• Common Support Software Tools and Features
• Support Performance and Reporting Tools
• Call Management Software
• Problem Resolution Software
• Asset and Change Management Tools
• Alerts and Notification Tools for Support
• Telephone Based Technology
• Office Space in the Support Environment
• Self Help Tools