Introduction
- How this course works
- Getting a job as a Help Desk Analyst
- Essential Qualities for the Help Desk Analyst Role
Customer Service
- Customer Service Principles
- Customer Service Principles: Communication
- Customer Service on the Telephone
- Effective Communication via the Telephone
- Impressions
- Handling Complaints
- Problem Solving
Administration
- Help Desk Administration Tasks
IT Service Management & Common Terminology
- IT Service Management Introduction
- ITSM - Business and IT Alignment
- IT Services, Processes and Functions
- IT Service Management Processes
Service Delivery Principles
- Service Level Management
- Service Catalogue
- Service Level Agreements
Service Operation Principles
- Service Operation Principles
- The Help Desk Function
- Other Functions supporting the Help Desk
- Event Management
- Incident Management
- Problem Management
- Request Fulfilment and Access Management
Common Technical Knowledge & Skills
- Technical Knowledge Video
- Technology - Virtualization and Backups
- Technology - Internet Protocols and Networks
- Technology - Virtual Private Networks and email Protocols
Help Desk Analyst Certification
- Evaluation Form
