Certificate in Help Desk

Helpdesk

About Helpdesk
A help desk is a resource intended to provide the customer or end user with information and support related to a company's or institution's products and services.

Helpdesks offer features to provide context and insight into customer experiences and also provide internal features to benchmark the performance of your support team and ensure that your team is truly the cream of the crop. Helpdesk tools are one of the most integral tools when it comes to supporting a customer base successfully.

Why is Helpdesk important?
The benefits of a help desk are:
•    Builds Trust -  Offering exceptional customer service helps build customers’ trust and creates loyalty, and a loyal customer will always stick with its associated business/company.
•    Builds Brand Awareness - Offering good service to customers equals exceptional customer experience and loyalty.
•    Handling Customer Queries - Without a competent helpdesk service in place for your business solving customer queries on time and quick is difficult.
•    Attracts New Customers - Old customers receiving good service act as a stepping stone to rope in new customers who are looking for better service over anything.
•    Customer Satisfaction - A good help desk improves customer satisfaction if it is actively responsive, consistently assists users, and goes the extra mile in service delivery of technical support.

Who should take the Helpdesk Exam?
•    Sales professionals
•    Business owners
•    Entrepreneurs
•    Innovators
•    Anyone who wants to assess their skills
•    Sales managers and senior executives
•    Recruitment consultants
•    Professionals working in outsourced companies responsible for sales
•    Any professional with skills and knowledge in back office
•    Anyone interested in the management of contracts
•    Anyone who wants to learn the skills required to address contract management
•    Individuals who encounter contracts within their day-to-day job
•    Students
•    Newcomers to the industry

Helpdesk Certification Course Outline
 

1. Customer Service
2. Customer Handling
3. Customer Expectations
4. Customer Needs
5. Customers Listening and Tools
6. Developing skills
7. Hardware Troubleshooting
8. Operating System
9. Networking Basics