Advance Your Skills as an IT Help Desk Specialist

Help desk specialists need technical knowledge and strong customer service skills to successfully resolve issues and communicate with customers. Advance your knowledge of hardware and software administration and troubleshooting, plus strengthen your skills in communication and conflict resolution.

Build your communication skills for successful interactions.
Learn how to resolve hardware and software issues.
Discover how to communicate with upset customers.

Syllabus

Courses under this program:
Course 1: Windows 10: Configure and Support Core Services
-Prepare for Exam MD-100: Windows 10 by reviewing how to configure networking, storage, data access, data usage, and Remote Management in Windows 10.

Course 2: Windows 10: Manage and Maintain Windows 10
-Extend the life of your PCs—and review key topics measured on Exam MD-100: Windows 10—by learning how to perform basic management and maintenance of Windows 10.

Course 3: Windows 10 for IT Support: Advanced Troubleshooting
-Explore advanced troubleshooting concepts around Windows 10, including hardware, devices, network and remote connectivity, performance, and updates.

Course 4: Learning PC Maintenance and Performance
-Build foundational skills that will enable you to solve common help desk issues.

Course 5: Computer Components and Peripherals for IT Technicians
-Learn how to maintain a computer—inside and out. Learn how to manage internal and external components, such as processors, motherboards, monitors, and printers.

Course 6: IT Service Desk: Customer Service Fundamentals
-Learn tools, techniques, and strategies you can implement to elevate the quality of customer service you provide in your IT service desk role.

Course 7: Writing Customer Service Emails
-Want to write excellent customer service email? Learn the traits your emails must have, so that your written communications provide answers, build rapport, and prevent write-backs.

Course 8: Phone-Based Customer Service
-Learn how to identify and address the unique challenges posed by serving customers over the phone.

Course 9: Customer Service: Problem-Solving and Troubleshooting
-Learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications.

Course 10: Working with Upset Customers
-Learn strategies you can leverage to proactively recognize, de-escalate, and repair situations where a customer has become angry or upset.

Course 11: Innovative Customer Service Techniques
-Improve service quality by learning how to better understand customer needs, influence customer perceptions, and build teamwork.

Taught by

Martin Guidry, Joli Ballew, dan gookin, Mike Meyers, dan gookin, Jeff Toister, Brenda Bailey-Hughes, Leslie O'Flahavan, Jeff Toister, Dave Crenshaw, Mike Figliuolo, Chris Croft, Lisa Gates and Fancy Mills