IT Help Desk

IT Help Desk Online Course

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


Access / Completion Time:
3 Months

U of A 10% discount available - view details