• 11 Sections
  • 28 Lessons
  • Lifetime
Expand all sectionsCollapse all sections
  • Module 1: Introduction to IT Help Desk
    4
    • 1.1
      Understanding the Role of an IT Help Desk
    • 1.2
      The IT Help Desk Environment
    • 1.3
      Key Responsibilities and Skills of a Help Desk Technician
    • 1.4
      IT Infrastructure Library (ITIL)
  • Module 2: Communication Skills for IT Help Desk
    3
    • 2.1
      Effective Communication and Active Listening
    • 2.2
      Customer Service Skills in IT Support
    • 2.3
      Managing Difficult Situations and Handling Complaints
  • Module 3: Introduction to Computer Hardware
    2
    • 3.1
      Understanding Basic Computer Hardware Components
    • 3.2
      Common Hardware Issues and Troubleshooting
  • Module 4: Introduction to Computer Software
    2
    • 4.1
      Understanding Common Software and Operating Systems
    • 4.2
      Software Installation, Updates, and Troubleshooting
  • Module 5: Network Basics for IT Help Desk
    3
    • 5.1
      Understanding Internet Connectivity and Network Issues
    • 5.2
      Basic Troubleshooting for Connectivity Issues
    • 5.3
      Common Network Troubleshooting Tools
  • Module 6: Understanding IT Ticketing Systems
    4
    • 6.1
      The Role of Ticketing Systems in IT Help Desk
    • 6.2
      Creating, Assigning, and Resolving Tickets
    • 6.3
      Popular IT Ticketing Systems
    • 6.4
      Change Management
  • Module 7: Security Basics for IT Help Desk
    2
    • 7.1
      Understanding Malware and Antivirus Software
    • 7.2
      Basic Cybersecurity Practices and Password Management
  • Module 8: Remote Support and Tools
    3
    • 8.1
      Remote Support: Benefits and Challenges
    • 8.2
      Using Remote Desktop Tools
    • 8.3
      Remote Troubleshooting Techniques
  • Module 9: Advanced Troubleshooting Techniques
    2
    • 9.1
      Problem-solving Approaches for Complex Issues
    • 9.2
      Escalation Procedures
  • Module 10: IT Help Desk Best Practices
    3
    • 10.1
      Service Level Agreements (SLAs)
    • 10.2
      Continual Service Improvement
    • 10.3
      Building an IT Knowledge Base
  • IT Help Desk Assessment
    1
    • 11.1
      IT Help Desk Training Assessment
      15 Minutes15 Questions

IT Help Desk Training Course

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