Help Desk Skills

The IT help desk role provides essential support, information, trouble-shooting and guidance to the end-user, for computer-related and technical issues. Help desk specialists need to combine a range of technical skills with self-management and people skills. Key elements and expectations of this role, as well as terminology, processes, procedures and performance measures are identified. Students build experience in using common software tools and features for call management, problem resolution, performance and reporting, alerts and notification and additional support and self-help. Communications, customer service and stress management techniques needed to be a well-rounded IT professional are also covered.