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Help Desk Analyst




Course Aims
This course will prepare readers for the Help Desk Institute's "Certified Help Desk Analyst" certification. Readers will learn how to deal effectively with a wide variety of customer situations and to create positive interaction between customers and co-workers. The course also gives an overview of the main Help Desk tools, technologies, processes and management concepts. The material in this course will help you to learn the HDI Certified Help Desk Analyst Examination Objectives (Exam Code: HD0-100 / Version: 1.0 / Release Date: October 2000).
Assumed Knowledge
Readers should ideally have some experience of providing telephone support to internal and external customers, although this is not essential. The course does not focus on the provision of support for specific products and technologies.
Course Audience
This course has been created for readers who have or will have the responsibility for providing customer support for computer and network technologies. The course is primarily designed for telephone call center-oriented support services but the techniques learned can be applied equally to most Help Desk environments.

This course can be found in the following categories:
Courses > Soft Skills

Table of Contents
What is Help Desk?
  		• Goals, Objectives and Standards
  		• Evolution of Support Services
  		• The Role of the Help Desk
  		• Mission Statements
  		• Goal of the Help Desk
  		• Call Handling Process
  		• Role of the Help Desk Analyst
     
    Basic Customer Service Skills
  		• What is a Customer?
  		• Communication Skills
  		• Active Listening
  		• Handling Support Calls
  		• Documenting Support Calls
  		• Using Questions Effectively
  		• The Importance of Empathy
     
    Advanced Customer Service Skills
  		• Rapport
  		• Skills Development
  		• Assertiveness
  		• Assertiveness Techniques
  		• Principles of Negotiation
  		• Dealing with Customer Conflict
     
    Teamwork
  		• Teamwork
  		• Team Leadership
     
    Help Desk Tools and Technology
  		• Computer Hardware and Software
  		• Network Components
  		• Telecommunications
  		• Other Problem Management Technologies
     
    The Workplace
  		• System Security Management
  		• Asset and Resource Management
  		• Change Management
  		• Human Resource Issues
  		• Cultural Sensitivity
  		• Ethics in the Workplace
    Problem Solving Techniques
  		• What is the Purpose of Creative Thinking?
  		• Brainstorming
  		• What is a Problem?
  		• Steps in Defining a Problem
  		• Thinking and Reasoning
  		• Critical Thinking Skills
     
    Process Integration
  		• What is Process Integration?
  		• Service Level Agreements
  		• Managing the Problem
  		• Call Escalation
  		• Ownership
  		• Knowledge Management
  		• Knowledge Sources
  		• Keeping Skills Up-to-Date
  		• Time Management
  		• Quality Assurance
  		• Measuring Customer Satisfaction
     
    Network Troubleshooting Procedures
  		• Overview of Troubleshooting Procedures
  		• Troubleshooting Networks
  		• Troubleshooting Cabling
  		• Troubleshooting Infrastructure
  		• Routing Issues
  		• Troubleshooting Name Resolution
  		• Establishing a Session
  		• User Problems
  		• Documentation
     
    Test Questions
  		• Test Questions
     
    Answers to Review Questions
  		• Answers to Review Questions
     
    Glossary of Terms
  		• Glossary of Terms
     
    Resources and Links
  		• Resources and Links
     
    Sample Service Level Agreement
  		• Sample Service Level Agreement
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