Effective Help Desk Specialist Skills

(eff-help-desk) / ISBN : 978-1-61691-071-6
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About This Course


Skills You’ll Get


Get the support you need. Enroll in our Instructor-Led Course.


12+ Lessons | 200+ Quizzes | 309+ Flashcards | 309+ Glossary of terms


100+ Pre Assessment Questions | 100+ Post Assessment Questions |



  • Organization of the Text
  • Key Pedagogical Features
  • A Brief Word on Mind Mapping
  • Conclusion

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 (SOPs)
  • 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

Calculating Help Desk Value

  • Calculating Value with Performance Metrics
  • Identifying Help Desk Costs
  • Creating a Cost Benefit Analysis (CBA)


Why Do Learners Love This Course?

Few weeks ago, I got a chance to review uCertify’s Effective Help Desk Specialist Skills for 15 days. As to the content, course covers a combination of both hard skills and soft skills that a help desk personnel needs to succeed. Soft skills include communication, personal, training, and writing skills while hard skills include technical, security, troubleshooting, and business skills. The Effective Help Desk Specialist Skills course contains flashcards & quizzes. There is no limit to the number of times learners can attempt these. Flashcards help master the key concepts and the glossaries define the key terms. The course also contains full-length practice test. These tests closely follow the exam objectives and are designed to simulate real exam conditions. Each course has a number of test sets consisting of hundreds of items to ensure that learners are prepared for the certification exam. I would recommend this course to everyone.

Vullnet Idrizi
Vullnet Idrizi
IT Help Desk

Effective Help Desk Specialist Skills


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