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Service Desk / Help Desk Learning Solutions by Job Role

Improving the technical and customer service skills of your Service Desk is vital to productivity and to the overall customer experience, as a company’s Service Desk sits at the front-line of customer care and, in turn, becomes the face of the organization.

Utilizing authorized training solutions from leading vendors, such as CompTIA and Microsoft, can transform your Service Desk team by raising their level of technical proficiency. Many organizations maintain multiple tiers of support that require different levels of skill and different training needs, so it’s important to identify areas of improvement for the management of the Service Desk to ensure strong leadership and implementation of proven best practices.

To help professionals learn on-the-job skills needed to advance and help propel their businesses forward, New Horizons offers training solutions that can help meet the development demands of your business. Below are our recommended training courses for job roles surrounding the Service Desk/Help Desk.


Service Desk Technician / Service Desk Specialist

A Service Desk Technician is responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as in-person, hands-on help at the desktop level.

Recommended Courses for Level 1

  • CompTIA A+
    In this five-day course, you will acquire the essential skills and information you will need to install, configure, optimize, troubleshoot, repair, upgrade, and perform preventive maintenance on PCs, digital devices, and operating systems. This course provides the background knowledge and skills you will require to be a successful A+ technician.

  • CompTIA Network+
    This five-day course builds on your existing user-level knowledge and experience with personal computer operating systems and networks to present the fundamental skills and concepts that you will need to use on the job in any type of networking career.

  • 50331 Windows Client, Enterprise Desktop Support Technician
    This five-day course provides students with the knowledge and skills needed to isolate, document and resolve problems on Windows Desktops in a corporate domain. The material is geared towards corporate IT technicians that support Windows 7, 8 or 10 devices.

  • Providing Outstanding Customer Service
    This two-day course offers practical tools and techniques to win clients, create loyal advocates for your business, and deliver excellent customer service.

Recommended Courses for Level 2

  • CompTIA Security+
    In this five-day course, students will implement and monitor security on networks, applications, and operating systems, and respond to security breaches.

  • 10982 Supporting and Troubleshooting Windows 10
    This five-day course is designed to provide students with the knowledge and skills required to support and troubleshoot Windows 10 PCs and devices in a Windows Server domain environment. These skills include understanding of Windows 10 features, how they can be used in an Active Directory environment and how to troubleshoot them.

  • Providing Outstanding Customer Service
    This two-day course offers practical tools and techniques to win clients, create loyal advocates for your business, and deliver excellent customer service.

  • Cisco Interconnecting Cisco Networking Devices Part 1 v3.0 (ICND1)
    In this five-day course, students will learn how to install, operate, configure, and verify a basic IPv4 and IPv6 network, including configuring a LAN switch, configuring an IP router, connecting to a WAN, and identifying basic security threats.

  • Cisco Interconnecting Cisco Networking Devices Part 2 v3.0 (ICND2)
    In this five-day course, students will learn to install, configure, operate, and troubleshoot a small enterprise network, focusing on redundant topologies, configuring EIGRP and multi-area OSPF, understanding Wide Area Network technologies, device management and Cisco licensing.

Service Desk Manager

Service Desk Managers oversee the performance of Level 1 and Level 2 services & support to clients (internal and external) to ensure that service levels are achieved. They are also responsible for ensuring the staff are meeting and exceeding expectations regarding performance, metrics, and benchmarks.

  • ITIL® Foundation
    In this three-day course, you will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle. The course will also prepare you for the ITIL Foundation exam.

  • ITIL® Intermediate Lifecycle: Service Operations
    Students attending this four-day course will gain a comprehensive understanding of ITIL Service Management as it applies to the Service Operation phase of the Service Lifecycle, aligned to the current version, ITIL: 2011.

  • Employee Motivation
    This one-day course will assist students in understanding and implementing strategies that will help to motivate their work force.

Looking for Additional Courses? View All Related Learning Solutions


Note: The courses listed above are our recommendations for some of the most common roles within Service Desks/Help Desks; however, your organization may have slightly different titles and/or responsibilities. Please speak with one of our expert Account Representatives to discuss the specific learning requirements for you and your business.

Looking for expert guidance? Contact us to be connected with one of our knowledgeable Account Executives.

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