Help Desk Analyst from Udemy

What's inside

Learning objectives

Upon completing this course you are eligible to sit the official help desk analyst certification exam
Learn how to get employment as a help desk analyst
Know how to perform duties relating to the development, maintenance and support of an organization's information technology
Learn how to provide support to end-users on a variety of it issues

You'll be able to identify, research and resolve technical problems
You will learn how to respond to phone calls, email and 'in person' requests for technical support
You know how to document, track and monitor problems to ensure a timely resolution

Upon completing this course you are eligible to sit the official help desk analyst certification exam
Learn how to get employment as a help desk analyst
Know how to perform duties relating to the development, maintenance and support of an organization's information technology
Learn how to provide support to end-users on a variety of it issues
You'll be able to identify, research and resolve technical problems
You will learn how to respond to phone calls, email and 'in person' requests for technical support
You know how to document, track and monitor problems to ensure a timely resolution

Syllabus

Introduction

This video introduces the Help Desk Analyst Certification course and what you will learn in this course

What are the success secrets to get a job as Help Desk Analyst? What are employers looking for?

This video gives an overview of the skills and knowledge required to become a successful Help Desk Analyst

Customer Service

What is Customer Service?

What are the definitions of Service?

What different types of customer do you support as Help Desk Analyst?

This video teaches you the importance of verbal and non-verbal communication and how to use this in a Help Desk situation.

This video covers the basic telephone skills and some hints & tips on successful customer service via the telephone

Effective Communication via the telephone is not easy. This video covers the basics and helps you build your telephone skills.

First impressions are important - but how do you leave a positive first impression via the telephone? This video covers the important points to become more effective on the phone

Often when customers contact the Help Desk, it's because they have a complaint. This video covers strategies on how to deal with these complaints in a positive way.

The difference between an average Help Desk employee and a Help Desk Analyst? The ability to do problem solving... this video covers the main areas for problem solving and why it is so important

Administration

Help Desk Administration Tasks

IT Service Management & Common Terminology

The Help Desk plays an important role in the delivery of IT Services. As Help Desk Analyst you need to understand where your role fits into the methodology - this video gives a high level introduction.

Why do companies use IT Services? What is the benefit of the HelpDesk for the company? These questions are answered in this video

What is the difference between an IT Service, IT Processes and Functions of the IT department?

What do all processes have in common? And how do you measure the success of a process? All this and more covered in this video

Service Delivery Principles

What is the common terminology used around Service Level Management? This lecture covers the items that are important for the Help Desk Analyst role

Service Catalogue

Service Level Agreements are important at the Help Desk as they determine what is and is not included in the service you deliver.

Service Operation Principles

The Help Desk is at the centre of the Operations side of the business. As Help Desk Analyst it's important to understand what role you play in effective Service Operations.

What are the different types of Help Desks? What are the benefits and challenges for each of these types?

The Help Desk does not stand alone - it is supported by various functions that perform 2nd line support. This lecture discusses the different other Functions involved in delivery high quality customer service.

What is the reason Help Desk Analysts receive automated tasks in their work queue? This lecture on Event Management holds important clues

Faults, errors, mistakes, breaks... it doesn't really matter what you call it -- the Help Desk Analyst spends most of their time dealing with incidents.

This lecture covers the activities and process flow of a standard Incident Management process for the Help Desk

Problem Management is a process mainly performed by 2nd line support engineers. This lecture covers the Goal and activities of Problem management, as well as the rise of Self Help options for customers.

Who needs access to the IT systems? And what happens when a person resigns or is demoted? These questions are asked as part of the Access Management process - and its activities are important for the Help Desk employee.

Common Technical Knowledge & Skills

When you work at a Service Desk you will receive lots of technical questions. This lecture introduces some of the most commonly used technical terms.

The modern Help Desk has a lot to do with virtual environments - this lecture covers the most commonly used virtualization options for IT organisations.

Do you know the difference between POP3, iMAP and SMTP? After watching this lecture you will!

This final lecture in the course de-mystifies the working of Virtual Private Networks.

Help Desk Analyst Certification

Congratulations on completing the program. We do hope you enjoyed the program.

For further information about this course or the exam please contact. [email protected]

The Exam is not Mandatory

Exam access includes more information to better prepare for the exam including a workbook, sample exam plus the final exam.

Please include the course name in your email for us to send the correct information.

Any questions please contact [email protected]

Good luck with your Business Education

The Art of Service

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Learn about the essential skills needed to be successful in the role of a Help Desk Analyst

Prepare for the official Help Desk Analyst Certification Exam by taking this course

Develop knowledge of customer service, IT service management, and technical skills as a Help Desk Analyst

Gain the ability to identify, research, and resolve technical issues effectively

Enhance communication and problem-solving abilities, which are crucial for Help Desk Analysts

Become proficient in documenting, tracking, and monitoring problems to facilitate timely resolutions

Reviews summary

Mixed language help desk course

Learners say that this course is a mixed language Help Desk course that emphasizes English language learning instead of technical aspects of the Help Desk position.

Materials are in English, not Portuguese.

"O curso era para ser HDI, porém como esta em Inglês, esta mais para aula de inglês."

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Help Desk Analyst with these activities:

Review Help Desk fundamentals

Show steps

Help Desk fundamentals are an essential part of this course. Refreshing your knowledge of these topics will give you a foothold in this material.

Browse courses on Help Desk

Show steps

Review a Help Desk glossary for basic terminology
Review an introduction to Help Desk concepts
Review methods for troubleshooting common technical issues
Review the basics of customer service and communication

Practice troubleshooting common technical issues

Show steps

Troubleshooting is a key skill for Help Desk analysts. This activity will help you develop your problem-solving skills and learn how to effectively resolve technical issues.

Browse courses on Troubleshooting

Show steps

Identify a common technical issue and research potential solutions
Attempt to troubleshoot the issue using the information you have gathered
Reflect on your troubleshooting process and identify areas for improvement
Repeat the process until you are able to successfully troubleshoot the issue

Create a cheat sheet of helpful tips for troubleshooting

Show steps

Creating a cheat sheet will help you compile and organize your learnings. You can keep this on-hand as you start working as a Help Desk analyst for quick and helpful reference.

Browse courses on Troubleshooting

Show steps

Identify common technical issues that you have encountered
Research and gather helpful tips on how to resolve these issues
Organize the tips into a cheat sheet
Review your cheat sheet periodically and update it as needed

Show all three activities

Career center

Learners who complete Help Desk Analyst will develop knowledge and skills that may be useful to these careers:

Help Desk Analyst

Help Desk Analysts provide technical support to customers who are experiencing problems with their computers or other electronic devices. They may work for a variety of organizations, including hardware and software companies, Internet service providers, and telecommunications companies. This Help Desk Analyst program can be a great way for you to learn more advanced techniques and skills for your career.

See salaries and explore the career path for Help Desk Analyst

IT Support Specialist

IT Support Specialists provide technical support to users of computer systems and networks. They may work for a variety of organizations, including businesses, schools, and government agencies. They may also work for companies that manufacture or sell computer hardware or software. You will be able to use much of the subject knowledge you learned in this Help Desk Analyst course in your role as an IT Support Specialist.

See salaries and explore the career path for IT Support Specialist

Computer Support Specialist

Computer Support Specialists provide technical support to computer users. They may work for a variety of organizations, including businesses, schools, and government agencies. They may also work for computer manufacturers or software companies. A lot of the work you will do as a Computer Support Specialist can be done thanks to the knowledge you've gained in this Help Desk Analyst course.

See salaries and explore the career path for Computer Support Specialist

Network Administrator

Network Administrators are responsible for the planning, implementation, and maintenance of computer networks. They may work for a variety of organizations, including businesses, schools, and government agencies. They may also work for companies that provide network services. Your work as a Network Administrator will be smoother and more effective given your successful completion of this Help Desk Analyst course.

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Computer Systems Analyst

Computer Systems Analysts are responsible for the planning, design, implementation, and maintenance of computer systems. They may work for a variety of organizations, including businesses, schools, and government agencies. They may also work for companies that manufacture or sell computer hardware or software. The coursework in this Help Desk Analyst program will serve as a strong foundation for your success as a Computer Systems Analyst.

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Technical Support Engineer

Technical Support Engineers are responsible for providing technical assistance and support to customers who are experiencing problems with their computers or other electronic devices. They may work for a variety of organizations, including hardware and software companies, Internet service providers, and telecommunications companies. The information you learned in this Help Desk Analyst course will be applicable to your work as a Tech Support Engineer.

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Information Technology Project Manager

Information Technology Project Managers are responsible for the planning, implementation, and management of information technology projects. They may work for a variety of organizations, including businesses, government agencies, and non-profit organizations. They may also work for companies that provide IT services. As an Information Technology Project Manager, much of the work you do will relate to the topics covered in this Help Desk Analyst course.

See salaries and explore the career path for Information Technology Project Manager

Database Administrator

Database Administrators are responsible for the planning, implementation, and maintenance of database systems. They may work for a variety of organizations, including businesses, schools, and government agencies. They may also work for companies that provide database software or services. The skills and methods you learned in this Help Desk Analyst course will prove very useful in your career as a Database Administrator.

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DevOps Engineer

DevOps Engineers are responsible for the planning, design, implementation, and maintenance of software applications. They may work for a variety of organizations, including businesses, government agencies, and non-profit organizations. They may also work for companies that develop or sell software. As a DevOps Engineer, you will likely use many of the skills you learned in this Help Desk Analyst program.

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Cybersecurity Analyst

Cybersecurity Analysts are responsible for protecting an organization's computer systems and networks from unauthorized access, use, disclosure, disruption, modification, or destruction. They may work for a variety of organizations, including businesses, government agencies, and non-profit organizations. They may also work for companies that provide cybersecurity services. This Help Desk Analyst program is an excellent introduction to the IT field and the skills needed to succeed as a Cybersecurity Analyst.

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Cloud Architect

Cloud Architects are responsible for designing, implementing, and managing cloud computing solutions. They may work for a variety of organizations, including businesses, government agencies, and non-profit organizations. They may also work for companies that provide cloud computing services. The knowledge and skills you've developed in this Help Desk Analyst course will be useful to your career as a Cloud Architect.

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Information Security Analyst

Information Security Analysts are responsible for protecting an organization's computer systems and networks from unauthorized access, use, disclosure, disruption, modification, or destruction. They may work for a variety of organizations, including businesses, government agencies, and non-profit organizations. This Help Desk Analyst program will prove very helpful to you as an Information Security Analyst as it provides a comprehensive overview of many foundational IT concepts.

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Software Developer

Software Developers are responsible for the design, development, and maintenance of software applications. They may work for a variety of organizations, including businesses, government agencies, and non-profit organizations. They may also work for companies that develop or sell software. This Help Desk Analyst program can aid you on your career path as a Software Developer as it imparts a solid background in the technical side of software.

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Data Analyst

Data Analysts collect, clean, and analyze data to help organizations make better decisions. They may work for a variety of organizations, including businesses, government agencies, and non-profit organizations. This Help Desk Analyst course will lay the groundwork for your success as a Data Analyst with its thorough overview of the IT landscape.

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IT Auditor

IT Auditors are responsible for evaluating an organization's IT systems and controls to ensure that they are operating in accordance with applicable laws and regulations. They may work for a variety of organizations, including businesses, government agencies, and non-profit organizations. They may also work for companies that provide IT auditing services. This Help Desk Analyst program may be beneficial as it offers a comprehensive overview of the IT landscape.

See salaries and explore the career path for IT Auditor