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INT1120: Customer Service Help Desk Concepts

(ANC-INT1120.AB1)
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Skills You’ll Get

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1

Help Desk Support Roles and Communication Skills

  • Understanding the Support Center
  • The Role of the Help Desk Professional
  • Understanding Users
  • Typical Incident Process
  • Elements of Communication
  • Recognizing Communication Barriers
  • Comparing Different Communication Methods
  • Handling Difficult Situations
2

Personal and Technical Skills

  • Recognizing the Value of Attitude
  • Managing Stress
  • Managing Your Time
  • Managing Your Career
  • Working with Personal Computers
  • Working with Networks
  • Working with Mobile Devices
  • Understanding the Product
3

Security and Troubleshooting Skills

  • Protecting IT Resources
  • Understanding Malware
  • Managing Risk
  • Recognizing Key Troubleshooting Steps
  • Following Standard Operating Procedures (SOPs)
  • Understanding Problem-Solving Skills
4

Writing and Training Skills

  • Comparing Writing Styles
  • Understanding Technical Writing
  • Writing for Customers
  • Writing for Internal Personnel
  • Effective Training Skills
  • Steps Involved in Training
  • One-on-One Training vs. Group Training
5

Business skills and Calculating Value

  • Reviewing Core Business Skills
  • Shaping the Business
  • Aligning the Business
  • Understanding ITIL
  • Calculating Value with Performance Metrics
  • Identifying Help Desk Costs
  • Creating a Cost Benefit Analysis (CBA)

1

Help Desk Support Roles and Communication Skills

  • Discussion on body language
  • Indicate if each of the given statements about the elements of communication is true or false.
  • Discussion on difficult situations
2

Personal and Technical Skills

  • Indicate if each of the given statements about managing stress is true or false.
3

Security and Troubleshooting Skills

  • Indicate if each of the given statements about business availability is true or false.
  • Indicate if each of the given statements about malwares is true or false.
  • Discussion on threats and attacks
  • Indicate if each of the given statements about identifying a problem is true or false.
4

Writing and Training Skills

  • Indicate if each of the given statements about the frequently asked questions is true or false.
  • Discussion on training skills and techniques
5

Business skills and Calculating Value

  • Indicate if each of the given statements about ITIL/ITL is true or false.
  • Indicate if each of the given statements about the performance metrics is true or false.
  • Discussion on customer service benefits

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