IT Help Desk Essentials Online Course
IT Help Desk Essentials Online Course
This course is your ultimate guide to starting a career as an IT Help Desk agent. It provides a step-by-step approach to mastering the skills, tools, and processes required for success in the IT support field. The curriculum begins with an introduction to the Help Desk role and explores key concepts such as IT outsourcing, hardware and software essentials, and ServiceNow IT Service Management (ITSM) processes. With practical training and real-world scenarios, you will gain the confidence to handle technical issues, manage requests, and excel in HR interviews. Whether you’re new to IT or transitioning into this field, this course is tailored to help you succeed.
Key Benefits
- Gain a complete understanding of IT Help Desk operations and responsibilities.
- Learn to use ServiceNow and ITSM processes for efficient incident and service management.
- Explore hardware and software tools essential for troubleshooting and support.
- Prepare effectively for HR interviews with role-specific guidance.
- Build the skills to confidently apply for Help Desk agent roles in the IT industry.
Target Audience
This course is ideal for:
- Aspiring Help Desk Agents: Individuals looking to start a career in IT support.
- Career Changers: Professionals transitioning to the IT industry with no prior experience.
- Beginners in IT: People eager to learn the basics of IT operations and troubleshooting.
- Job Seekers: Candidates preparing for IT Help Desk interviews.
No prior IT experience is necessary, making this course perfect for beginners.
Learning Objectives
By the end of this course, you will:
- Understand the fundamentals of IT outsourcing and the daily operations of a Help Desk agent.
- Gain proficiency in handling essential hardware and software tools.
- Master ServiceNow ITSM processes, including incident management, service requests, and knowledge management.
- Confidently navigate ServiceNow’s user interface and configure basic settings.
- Prepare for HR interviews with tailored tips and role-specific mock questions.
- Build a foundation for a successful career in IT support.
Course Outline
The IT Help Desk Essentials Exam covers the following topics -
Module 1 - Introduction
- Overview of the Course: Gain an understanding of what the course covers and how it prepares you for an IT Help Desk role.
- Course Agenda: A clear breakdown of the topics and skills you’ll learn.
- Meet and Greet: An introduction to the instructors and their expertise.
- Outsourcing: Learn the basics of IT outsourcing and its importance in modern businesses.
- A Day in the Life of a Help Desk Agent: Understand the responsibilities and daily tasks of a Help Desk professional.
Module 2 - Tools
- Hardware Basics: Explore the essential hardware components and tools Help Desk agents use to diagnose and resolve technical issues.
- Software Tools: Get familiar with commonly used software for troubleshooting, ticket management, and communication.
Module 3 - ServiceNow and ITSM Processes
- Introduction to ServiceNow: Learn about this industry-standard tool for IT Service Management (ITSM).
- Hands-on ServiceNow Instance: Gain practical experience by working on a live ServiceNow instance.
- User Interface Overview: Understand how to navigate and use the ServiceNow interface effectively.
- Customizing the Banner: Learn how to configure the ServiceNow banner to personalize the platform.
- Incident Management: Handle incident tickets, track progress, and ensure timely resolution.
- Service Request Management: Process user service requests efficiently and provide quick solutions.
- Knowledge Management: Learn to create, manage, and share knowledge base articles to improve support quality.
- Service Level Management: Understand how to monitor and meet service level agreements (SLAs).
Module 4 - HR Ready
- HR Interview Preparation: Get ready for the HR round with practical tips and mock questions tailored for IT Help Desk roles.
