A vital function of the IT service provider, a help desk gives customers a place to address their questions, problems and issues with a company’s product or service. Without a help desk, companies lose a valuable opportunity to absorb a customer’s negative experiences and turn them around. Usually there when something goes wrong, help desks are essential to overall positive customer experiences and client services. These certification programs are suitable for any professional or company that’s looking to offer professional-grade IT support service with very little effort. Using the benefits of eLearning certification, The Art of Service has helped professionals in all industries move their help desk and customer support operations to the next level. Companies can attest to the fact that with this book and course, the name of the game is simplification.
So, how does the pathway work?
Each of the three certification programs can be completed independently, to allow specific guidance for the individual based on their current career objectives. The following is a general overview of the content covered by the different levels:
Help Desk Analyst: Focuses on the necessary customer service, IT service management and technical skills required to provide quality first-line IT support.
Help Desk Technician: Provides an extension of the skills required by a senior help desk technician, who may be responsible for second-line support as well as for performing specialist maintenance activities.
Help Desk Manager: Focuses on the skills required to manage a high-performing help desk team, with additional focus on balancing
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