IT Support Skills for Help Desk Staff equips participants with the essential competencies required to excel in technical support roles. The course emphasizes practical, hands-on experience through project-based learning, allowing attendees to apply theoretical knowledge directly to real-world scenarios. By engaging with interactive modules, learners will develop a robust understanding of troubleshooting techniques, customer service best practices, and the use of various IT support tools.
Participants will engage in a series of structured activities that culminate in a final project, enabling them to demonstrate their proficiency in IT support. This course not only prepares individuals for immediate job opportunities but also enhances their ability to contribute to organizational efficiency and customer satisfaction. By the end of the program, learners will be well-equipped to handle common technical issues and provide exceptional support in a fast-paced environment.
Understanding the role of a Help Desk Technician
Fundamentals of operating systems (Windows, macOS, Linux)
Networking basics and troubleshooting connectivity issues
Effective communication skills for customer interactions
Remote support tools and techniques
Incident management and ticketing systems
Hardware diagnostics and repair procedures
Software installation and configuration
Security best practices in IT support
Final project: Creating a comprehensive IT support guide for a fictional company