An Office 365 help desk role can improve productivity of the employees using Office 365. In this video, become familiar with the functions and requirements of the help desk role and the benefits of having a dedicated Office 365 help desk.
- [Presenter] Before jumping into the nuts and bolts of this course, let's first take a look at the help desk role and some of the skills that are required for this very important role within your organization. First, you'll need a strong understanding of the Office 365 products. That means that you'll need to be able to use and understand each of those products. In addition, you may consider taking the certification exams to establish yourself as a Microsoft 365 authority. Up until the fall of 2019, there were only two exams to qualify for the Microsoft Office 365 administrator certification. This has now been changed to the Microsoft 365 Certified Enterprise Administrator Expert, and it is now three exams. You'll need to take one prerequisite exam, and we'll take a look at those in a moment, and then the following two exams; the Microsoft 365 Identity and Services exam and the Microsoft 365 Mobility and Security exam. When you have all three of these exams, you will then become a Microsoft 365 Certified Enterprise Administrator Expert. I had mentioned those prerequisite exams? Here are the list. I would suggest you pick the exam that either most aligns with your current role or to the role that you'd like to move to. For the help desk role, you will need excellent research skills. You will need to be able to use the most common search techniques within your browser. For example, you'll need to be able to search for an exact match by putting, in our example here, Office 365 Planner in quotes. That is your exact match search. You can search using wildcards. In our example here, we have the asterisk and Planner. You can also search for a specific site such as site:support.office.com. And finally, you can exclude certain words. In our example, we have mustang speed, but we need to exclude the search term car. Next you'll need excellent troubleshooting skills. You'll need to be able to think outside of the box. You'll need to learn how to research, again, going back to that previous slide. And finally, you'll need to be able to test to ensure that the solution is the correct solution and works and behaves as anticipated. To be successful in the help desk role, you'll need excellent communication skills. You'll need to know how to listen. You'll need to be able to ask the right questions. And you're going to need a whole lot of patience. Most help desk roles will use a ticketing system. The ticketing system manages the ticket lifecycle. These systems will log, classify, prioritize, investigate, resolve, and finally close the ticket or issue. And finally, you may want to consider having a designated Office 365 help desk. And there are several reasons for this. First, a designated help desk would have subject matter experts on Office 365 at your disposal. These subject matter experts would be current on the recent changes and enhancements to the Office 365 applications. These experts would also be able to quickly resolve a user's issues because they are the subject matter experts. They can also suggest and introduce more efficient workflows for you and your users. And having a designated Office 365 help desk increases the utilization of the Office 365 applications. And all of this leads to a happy and productive user experience.
- Troubleshooting account and startup issues
- Repairing Office apps
- Working with Word, PowerPoint, Excel, and Power BI
- Creating diagrams with Visio
- Staying on top of tasks using Microsoft Project and Planner
- Configuring Outlook
- Communicating with Teams
- Working with OneDrive and SharePoint
- Sharing content with Sway and Stream