Overview and objectives
This 4-day course will prepare students for the Help Desk Institute’s “Certified Help Desk Analyst” certification. It may also be delivered in an “accelerated” 3-day format. Students will learn how to deal effectively with a wide variety of customer situations and to create positive interaction between customers and co-workers. The course also gives an overview of the main Help Desk tools, technologies, processes and management concepts.
Who should attend?
This course has been created for students who have or will have the responsibility for providing customer support for computer and network technologies. The course is primarily designed for telephone call center-oriented support services but the techniques learned can be applied equally to most Help Desk environments.
Course prerequisites
Students should ideally have some experience of providing telephone support to internal and external customers, although this is not essential. The course does not focus on the provision of support for specific products and technologies. However, technical knowledge of computer hardware, Windows 2000 and networking technologies is required for some optional exercises. |
