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LinkedIn Learning

IT Help Desk for Beginners

via LinkedIn Learning

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Overview

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Explore the wide variety of roles, systems, responsibilities, and certifications available to start pursuing a career in technical support.

Syllabus

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

Taught by

Jason Ruediger

Reviews

4.8 rating at LinkedIn Learning based on 1669 ratings

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