Effective Help Desk Specialist Skills

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 so, organizations are looking for personnel with a broad set of skills including both hard skills and soft skills.

Here's what you will get

Glossary of terms
Test prep
Pre-assessment Questions
Post-Assessment Questions

Here's what you will learn

  • 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)
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Effective Help Desk Specialist Skills
ISBN : 9781616910716
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