Course Description

A Help Desk is usually not a profit-generating department within a company.  It is, for many organizations, a necessary expense, but it can add a significant amount of value to a company in a variety of ways.  In order for your Help Desk to add this value, it must be established with the proper mission, it must offer the right set of services, and it must achieve its objectives. 

In order to run an effective Help Desk, you must know, in advance, what services you are going to perform, you must know how to prioritize issues, and you must create realistic expectations.  All successful companies start off with a business plan, and the same rule applies to Help Desks. If your Help Desk is focused and has a clear understanding of your business, it will add a significant amount of value to the company in the form of increased productivity and customer retention.

In this course, we will cover all the topics necessary to run your Help Desk, including drafting a plan, determining which services to offer, when to outsource, how to measure performance, how to effectively deal with senior management, which tools will aid you, and how to ensure that your customers are receiving value.

  • Completely Online
  • Self-Paced
  • Printable Lessons
  • Full HD Video  
  • 6 Months to Complete
  • 24/7 Availability
  • Start Anytime
  • PC & Mac Compatible
  • Android & iOS Friendly
  • Accredited CEUs
Universal Class is an IACET Accredited Provider
 

Learning Outcomes

By successfully completing this course, students will be able to:
  • Describe the processes establishing a help desk.
  • Demonstrate building your customer profile.
  • Describe help desk organization and staffing needs
  • Establish priority and determine the severity of issues.
  • Demonstrate management issue procedures.
  • Demonstrate the process of logging support calls.
  • Summarize available help desk tools and how to put them to work.
  • Describe your help desk and the internet.
  • Recognize, implement, and review help desk metrics.
  • Describe marketing your help desk and calculating the return on investment and value.
  • Determine when to outsource work.
  • Demonstrate mastery of lesson content at levels of 70% or higher.
 
 

Assessment Guide

Assessment Points
Lesson 1 Assignment: Why is a Help Desk Good for Your Company? 5 points
An Introduction 1 points
Lesson 1: Establishing a Help Desk 10 points
Lesson 2 Assignment: Create a Customer Profile 10 points
Lesson 2: Building Your Customer Profile 10 points
Lesson 3: Help Desk Organization 10 points
Lesson 4: Staffing Needs 10 points
Lesson 5 Assignment 10 points
Lesson 5: Issue Management: Establishing Priority and Severity of Issues 10 points
Lesson 6 Assignment 10 points
Lesson 6: Issue Management: Procedures 10 points
Lesson 7: Logging Support Calls 9 points
Lesson 8: Help Desk Tools: Forums, Collaboration, and Communication 10 points
Lesson 9 Assignment 25 points
Lesson 9: Help Desk Tools: Problem Resolution and Help Desk Management 10 points
Lesson 10: Your Help Desk and the Internet 10 points
Lesson 11 Assignment 25 points
Lesson 11: Establishing Your Help Desk’s Online Presence 10 points
Lesson 12 Assignment 25 points
Lesson 12: Help Desk Metrics 10 points
Lesson 13: Marketing Your Help Desk 10 points
Lesson 14 Assignment 25 points
Lesson 14: Return on Investment and Value 10 points
Lesson 15: When to Outsource Work 10 points
The Final Exam 73 points
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