IT Help Desk for Beginners

Introduction

• Get started in your IT help desk career

1. Introduction to User Support

• What is an IT help desk?
• User support services
• Helpdesk hierarchy

2. Incident Tracking

• Triage an incident
• Incident tracking
• Escalating a ticket
• Help desk best practices

3. Skills Needed for Help Desk Support

• The troubleshooting methodology
• Communication skills
• What is critical thinking and how can it help?
• Technical skills for user support

4. Common Support Problems

• Most common issues
• Hardware problems
• Software problems
• Networking basics
• Security vulnerabilities
• When to suspect malware
• When to replace equipment
• Software installation

5. End User Training

• How to speak to non-technical users
• How to create successful user training

6. Management Tools for Help Desk Staff

• Ticketing systems inventory demonstration
• Malware best practices
• Remote control tools
• Active Directory tools for user management