About the Course

Our course provides comprehensive Help Desk and desktop support training, equipping you with the expertise to excel in IT support roles. Addressing real-world challenges and industry best practices, this program is designed to propel your career to new heights. Take the first step towards mastering IT support today!

Course Curriculum

6 Chapters · 34 Lessons

  1. 1

    Module 1: Introduction to IT Support & Help Desk Fundamentals

    1. (Included in full purchase)

      1.2 - What is a Help Desk? (Roles & responsibilities of IT Support professionals)

    2. (Included in full purchase)

      1.3 - IT Support Career Paths & Certifications (CompTIA A+, ITIL, Network+)

    3. (Included in full purchase)

      1.4 - IT Support Tiers Explained (Tier 1, Tier 2, Tier 3)

    4. (Included in full purchase)

      1.5 - Key Help Desk Metrics & Performance Indicators (SLA, FCR, CSAT, etc.)

    5. (Included in full purchase)

      Help Desk Training Course - Assessment Questions Module 1

  2. 2

    Module 2: Help Desk Fundamentals & Tools

    1. (Included in full purchase)

      2.2 - Ticketing Systems & ITSM (ServiceNow, Zendesk, Jira, etc.)

    2. (Included in full purchase)

      2.3 - Troubleshooting & Diagnosing System Issues & Asset Management & Inventory Tracking

    3. (Included in full purchase)

      2.4 - Introduction to Cloud Services & Virtualization (Azure, AWS, VMware basics)

    4. (Included in full purchase)

      Help Desk Training Course - Assessment Questions Module 2

  3. 3

    Module 3: Troubleshooting Basics

    1. (Included in full purchase)

      Using Diagnostic Tools

    2. (Included in full purchase)

      3.2 - Common Hardware Issues & Fixes (Printers, Laptops, WiFi, etc.)

    3. (Included in full purchase)

      3.3 - Common Software Issues & Fixes (Windows, macOS, Office 365, etc.)

    4. (Included in full purchase)

      3.4 - Basic Network Troubleshooting (IP Config, Ping, DNS, VPN, WiFi Issues)

    5. (Included in full purchase)

      3.5 - Resolving Email & Authentication Issues (Outlook, MFA, Password Resets)

    6. (Included in full purchase)

      3.6 - Troubleshooting Peripheral Devices (Scanners, Monitors, Docking Stations)

    7. (Included in full purchase)

      Help Desk Training Course - Assessment Questions Module 3

  4. 4

    Module 4: Customer Service & Communication Skills

    1. (Included in full purchase)

      Follow-Up and Feedback

    2. (Included in full purchase)

      4.2 - How to Handle Difficult Customers & Frustrated Users

    3. (Included in full purchase)

      4.3 - Writing Clear & Concise IT Support Tickets (Best Practices)

    4. (Included in full purchase)

      4.4 - Email & Chat Support Etiquette (Professional Communication Standards)

    5. (Included in full purchase)

      4.5 - Remote vs. Onsite IT Support (Best Practices & Challenges)

    6. (Included in full purchase)

      Help Desk Training Course - Assessment Questions Module 4

  5. 5

    Module 5: Security Best Practices for Help Desk

    1. (Included in full purchase)

      Networking and Professional Growth

    2. (Included in full purchase)

      5.2 - Data Privacy & Compliance (HIPAA, GDPR, SOC2, etc.)

    3. (Included in full purchase)

      5.3 - Secure Handling of Customer & Company Data (Best Practices)

    4. (Included in full purchase)

      5.4 - IT Support & Incident Response (Recognizing Security Breaches)

    5. (Included in full purchase)

      5.5 - Security Patch Management & Software Updates (Why It’s Critical)

    6. (Included in full purchase)

      Help Desk Training Course - Assessment Questions Module 5

  6. 6

    Module 6: Hands-On Labs & Real-World Scenarios

    1. (Included in full purchase)

      6.1 - Setting Up a Virtual Help Desk Lab (VMs, Test Environments, Troubleshooting Simulations)

    2. (Included in full purchase)

      6.2 - Real-World Help Desk Support Calls (Examples & Roleplay Scenarios)

    3. (Included in full purchase)

      6.3 - Diagnosing & Resolving a Technical Issue (Live Demonstration)

    4. (Included in full purchase)

      6.4 - Ticketing System Walkthrough (How to Log, Track, and Close IT Issues)

    5. (Included in full purchase)

      6.5 - Final Project: Simulated Help Desk Support Session (Pass to Get Certified!)

    6. (Included in full purchase)

      Help Desk Training Course - Assessment Questions Module 6

Unlock Your Potential Today

Take the next step towards a successful career in IT support with our comprehensive training program. Don't miss out on this opportunity to advance your skills and boost your professional growth!

$9.99 / month with 3 day free trial

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