Advance Your Skills as an IT Help Desk Specialist

Overview

IT help desk specialists need technical knowledge and strong customer service skills to be able to successfully resolve issues. Improve how you perform system administration and maintenance while also enhancing your skills in communication, time management, conflict resolution, and teamwork.

Advance your skills in resolving hardware and software issues.
Learn how to prepare for certification.
Enhance your communication skills for successful interactions.

Syllabus

Course 1: Windows 10: Administration

Learn how to keep Windows 10 in tip-top shape. This course is designed for IT professionals and new Windows administrators who want to prepare for a job in IT.

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: Learning PC Maintenance and Performance

Maintain the performance of your PC. Learn how to make sure your system is running at its peak by adjusting Windows security settings, backup and recovery options, and updates.

Course 4: CompTIA A+ (220-1001 and 220-1002) Cert Prep: The Basics

Boost your IT career by getting CompTIA A+ certified. Learn what it takes to ace the two required CompTIA A+ exams: Core 1 (220-1001) and Core 2 (220-1002).

Course 5: Troubleshooting Common PC Issues for Users

Learn how to troubleshoot a range of hardware, software, and network issues that PC users commonly encounter.

Course 6: Innovative Customer Service Techniques

Improve service quality by learning how to better understand customer needs, influence customer perceptions, and build teamwork.

Course 7: Communication Foundations

Build your communication skills. Learn how to communicate more effectively in professional situations, including meetings, email, and presentations.

Course 8: 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 9: Phone-Based Customer Service

Learn how to identify and address the unique challenges posed by serving customers over the phone.

Course 10: Time Management Fundamentals

Get time management strategies to stay organized, keep a clear mind, and be more productive—in work and life.

Course 11: Decision-Making Strategies

Learn how to make better business decisions faster, incur less risk, and gain support for your decisions.

Course 12: Teamwork Foundations

Learn the qualities of effective teams and the role you, as a team member, play in creating a healthy, productive team.

Course 13: Conflict Resolution Foundations

Discover how to improve your relationships with your coworkers, clients, employees, and supervisors and find your way through conflict back to cooperation.

Course 14: 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.

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