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A helpdesk is a resource intended to provide the customer or end user with information and support related to a companies or institution’s products and services.

The purpose of a help desk is usually to troubleshoot problems or provide guidance about products such as computers, electronic equipment, food, apparel, or software.


Introduction to Help Desk Support Roles

Understanding the Support Center

  • The Role of the Help Desk Professional
  • Understanding Users
  • Typical Incident Process

Communication Skills

  • Elements of Communication
  • Recognizing Communication Barriers
  • Comparing Different Communication Methods
  • Handling Difficult Situations

Personal Skills

  • Recognizing the Value of Attitude
  • Managing Stress
  • Managing Your Time
  • Managing Your Career

Technical Skills

  • Working with Personal Computers
  • Working with Networks
  • Working with Mobile Devices
  • Understanding the Product

Security Skills

  • Protecting IT Resources
  • Understanding Malware
  • Managing Risk

Troubleshooting Skills

  • Recognizing Key Troubleshooting Steps
  • Following Standard Operating Procedures
  • Understanding Problem-Solving Skills

Writing Skills

  • Comparing Writing Styles
  • Understanding Technical Writing
  • Writing for Customers
  • Writing for Internal Personnel

Training Skills

  • Effective Training Skills
  • Steps Involved in Training
  • One-on-One Training vs. Group Training

Business Skills

  • Reviewing Core Business Skills
  • Shaping the Business
  • Aligning the Business
  • Understanding ITIL


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