IT Help Desk

This course will prepare students with the basic skills needed to develop competency as a help desk user support technician. You will learn about communication with customers, identifying common issues, and creating trainings and documents to assist end users.

Learning Objectives

• Identify skills and competencies necessary for an entry-level employee in the position of computer support technician.
• Identify communication strategies for good customer service.
• Develop a troubleshooting script and technical support documentation.
• Create a resource package of apps that can be used to solve computer problems.
• Summarize some of the pros and cons of the leading software tools available for Help Desk Support.
• Be able to plan a training session for end users.
• Create a technical user document.

Course Content

• Technology Uses
• Communication and Interpersonal Skills
• Troubleshooting Issues
• Common Support Problems & Diagnostic Tools
• Help Desk Operations & Security Concerns
• Training the End User
• Technical Documentation

^$149

Online On-Demand

Access / Completion Time:
3 Months

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U of A 10% discount available - view details

Technology Requirements

Course Access Information

Accessing Your Course

The process to finalize your enrollment into a class is not automated. Within 24 business hours you will receive an email with further information about how to access and begin your class. Please note that access to begin your class will be delayed if you register for a class on a weekend, a holiday, at the start of a U of A academic semester, when the U of A is closed for inclement weather, or when the U of A is closed for approx. 2 weeks over winter break.