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Technical Support Representative

Help desk technicians are vital to the IT workforce, as they keep the technologies that organizations rely on to do business up-to-date and running smoothly. IT help desk technicians provide technical support and troubleshooting services to end-users who need assistance with their computer hardware or software. There are two chief types of help desk technician: In-house and Remote. Remote help desk technicians support technology customers via phone, online and occasionally on-site. In-house technicians only provide support for internal employees. Help desk technicians need a deep understanding of computer hardware and software. Strong communication skills are also essential, as help desk specialists must effectively communicate solutions to both technical and non-technical individuals. The IT help desk career path is ideal for methodical problem-solvers with an aptitude for learning and quickly adapting new skills. Patience, resourcefulness and a desire to help others are desirable virtues in technical support and help desk roles.
Success Rate 100%
Job Placements96%
Professional Growth89%
Live Projects75%

Course Overview

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Help desk technicians are vital to the IT workforce, as they keep the technologies that organizations rely on to do business up-to-date and running smoothly. IT help desk technicians provide technical support and troubleshooting services to end-users who need assistance with their computer hardware or software. There are two chief types of help desk technician: In-house and Remote. Remote help desk technicians support technology customers via phone, online and occasionally on-site. In-house technicians only provide support for internal employees. Help desk technicians need a deep understanding of computer hardware and software. Strong communication skills are also essential, as help desk specialists must effectively communicate solutions to both technical and non-technical individuals. The IT help desk career path is ideal for methodical problem-solvers with an aptitude for learning and quickly adapting new skills. Patience, resourcefulness and a desire to help others are desirable virtues in technical support and help desk roles.

Course Content

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1. Support Center Overview
  • The Evolution of the Support Center
  • Role of Desktop Support Technician
  • Support Center’s Role in the Business
2. Strategic Framework
  • Strategic Perspective
  • Service Level Agreements
  • Standard Operating Procedures
  • Business Alignment
3. Service Delivery Methods and Technology
  • Service Delivery Methods
  • Telephony Systems
  • Service Management Systems
4. Support Center Processes and Operations
  • IT Service Management
  • ITIL Service Support
  • Security Management
  • Knowledge Management
  • Quality Assurance
5. Communication Skills
  • The Communication Process
  • Cultural Sensitivity
  • Vocal Elements
  • Active Listening
  • Body Language
  • Incident Documentation
  • Writing Skills
6. Problem-Solving and Troubleshooting Skills
  • Problem-Solving and Types of Thinking
  • Questioning Skills
  • Solve Incidents with IMPACT
  • Additional Customer Service Skills
  • Root Cause Analysis
7. Maximizing Effectiveness
  • Your Customer’s Psychological Needs
  • Handling Conflict
  • Difficult Customer Behaviors
  • Stress Management
  • Power of a Service Attitude
  • Managing Your Use of Time

Who should Attend?

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  • Technical support professionals who provide in-person support to internal employees, remote workers, or external customers and therefore must develop best-practice skills specific to this unique form of customer contact
  • Individuals who are preparing for the HDI Desktop Support Technician certification

Schedule

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Please look for the next dates in the schedule below:

Modules Start Date Location
Technical Support Representative October 6th;2018  Brampton
Technical Support Representative(next Batch) November 10th;2018  Brampton

Opportunities

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  • Network Support Technician
  • Technical Support Person
  • Help Desk Technician
  • Field Technician – Computer Networks