Effective Help Desk Specialist Skills

Introduction

• Organization of the Text
• Key Pedagogical Features
• A Brief Word on Mind Mapping
• Conclusion

Introduction to Help Desk Support Roles

• Understanding the Support Center
• The Role of the Help Desk Professional
• Understanding Users
• Typical Incident Process

Communication Skills

• Elements of Communication
• Recognizing Communication Barriers
• Comparing Different Communication Methods
• Handling Difficult Situations

Personal Skills

• Recognizing the Value of Attitude
• Managing Stress
• Managing Your Time
• Managing Your Career

Technical Skills

• Working with Personal Computers
• Working with Networks
• Working with Mobile Devices
• Understanding the Product

Security Skills

• Protecting IT Resources
• Understanding Malware
• Managing Risk

Troubleshooting Skills

• Recognizing Key Troubleshooting Steps
• Following Standard Operating Procedures (SOPs)
• Understanding Problem-Solving Skills

Writing Skills

• Comparing Writing Styles
• Understanding Technical Writing
• Writing for Customers
• Writing for Internal Personnel

Training Skills

• Effective Training Skills
• Steps Involved in Training
• One-on-One Training vs. Group Training

Business Skills

• Reviewing Core Business Skills
• Shaping the Business
• Aligning the Business
• Understanding ITIL

Calculating Help Desk Value

• Calculating Value with Performance Metrics
• Identifying Help Desk Costs
• Creating a Cost Benefit Analysis (CBA)

Appendix