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IT help desk specialists need technical knowledge and strong customer service skills to be able to successfully resolve issues. Improve how you perform system administration and maintenance while also enhancing your skills in communication, time management, conflict resolution, and teamwork.
Advance your skills in resolving hardware and software issues.
Learn how to prepare for certification.
Enhance your communication skills for successful interactions.
Learn how to keep Windows 10 in tip-top shape. This course is designed for IT professionals and new Windows administrators who want to prepare for a job in IT.
1h 35m • COURSE
Windows 10: Manage and Maintain Windows 10 with Joli Ballew
Extend the life of your PCs—and review key topics measured on Exam MD-100: Windows 10—by learning how to perform basic management and maintenance of Windows 10.
2h 52m • COURSE
Learning PC Maintenance and Performance with Dan Gookin
Maintain the performance of your PC. Learn how to make sure your system is running at its peak by adjusting Windows security settings, backup and recovery options, and updates.
51m 50s • COURSE
CompTIA A+ (220-1001 and 220-1002) Cert Prep: The Basics with Mike Meyers
Boost your IT career by getting CompTIA A+ certified. Learn what it takes to ace the two required CompTIA A+ exams: Core 1 (220-1001) and Core 2 (220-1002).
24m 55s • COURSE
Troubleshooting Common PC Issues for Users with Dan Gookin
Do people rely on you to diagnose and fix their computer issues? Let this course help you to help them. Learn how to troubleshoot a range of hardware, software, and network issues.
1h 58m • COURSE
Innovative Customer Service Techniques with Jeff Toister
Improve service quality by learning how to better understand customer needs, influence customer perceptions, and build teamwork.
43m 21s • COURSE
Communication Foundations with Tatiana Kolovou
Build your communication skills. Learn how to communicate more effectively in professional situations, including meetings, email, and presentations.
1h 22m • COURSE
Writing Customer Service Emails with Leslie O'Flahavan
Want to write excellent customer service email? Learn the traits your emails must have, so that your written communications provide answers, build rapport, and prevent write-backs.
1h 6m • COURSE
Phone-Based Customer Service with Jeff Toister
Learn how to identify and address the unique challenges posed by serving customers over the phone.
48m 24s • COURSE
Time Management Fundamentals with Dave Crenshaw
Get time management strategies to stay organized, keep a clear mind, and be more productive—in work and life.
2h 53m • COURSE
Decision-Making Strategies with Mike Figliuolo
Learn how to make better business decisions faster, incur less risk, and gain support for your decisions.
47m 52s • COURSE
Teamwork Foundations with Chris Croft
Learn the qualities of effective teams and the role you, as a team member, play in creating a healthy, productive team.
1h 25m • COURSE
Conflict Resolution Foundations with Lisa Gates
Discover how to improve your relationships with your coworkers, clients, employees, and supervisors and find your way through conflict back to cooperation.
51m 13s • COURSE
IT Service Desk: Customer Service Fundamentals with Fancy Mills-Knebel
Learn tools, techniques, and strategies you can implement to elevate the quality of customer service you provide in your IT service desk role.
1h 51m • COURSE
Advance your IT Help Desk skills with these authors
Martin Guidry is a Microsoft Certified Trainer and an authority on topics such as SQL Server and SharePoint.
Martin has over 3,000 hours of classroom experience teaching over 600 students, and he has passed 46 Microsoft Certification exams, which prompted Microsoft to hire him to write future exams. A native of Carencro, Louisiana, Martin earned a bachelor's degree from University of Louisiana, where he pursued graduate work in computer science. Martin has done freelance consulting in software development and database design since 1997.
Joli Ballew is a Windows Desktop Experience MVP, a technology trainer, and a writer.
Joli holds several certifications, including CompTIA A+, MCSE, MCDST, MCT, and MCTS: Office Project 2007 and Windows 7, Configuring. She has written over 50 books for Microsoft's Windows XP Expert Zone, over 400 articles for Bright Hub, and textbooks for Microsoft's MCDST certification and the MCTS: Managing Projects with Microsoft Office Project 2007 certification. Joli has created training videos for KeyStone Learning, and teaches computer classes at Brookhaven College and Collin College. She is also the Microsoft IT Academy coordinator at Brookhaven College. In her free time, she enjoys yoga, yard work, and teaching her cats, Pico and Lucy, new tricks. Find her books at her Amazon.com author page, or visit her website for more information.
Dan Gookin is the author of more than 120 titles. He has been writing about technology for over 20 years.
Dan combines his love of writing with his gizmo fascination to create books that are informative, entertaining, and not boring. Because his 120 titles have 12 million copies in print that have been translated into over 30 languages, Dan can attest that his method of crafting computer tomes seems to work.
Perhaps his most famous title is the original DOS For Dummies, published in 1991. It became the world's fastest-selling computer book, at one time moving more copies per week than the New York Times #1 bestseller (though as a reference, it could not be listed on the NYT Bestseller list). From that book spawned the entire line of For Dummies books, which remains a publishing phenomena to this day.
Dan's most popular titles include PCs For Dummies, Word For Dummies, Laptops For Dummies, and Droid X For Dummies. He also maintains the vast and helpful website, www.wambooli.com.
Dan holds a degree in communications/visual arts from the University of California, San Diego. Presently, he lives in the Pacific Northwest, where he enjoys spending time with his sons playing video games inside while they watch the gentle woods of Idaho.
Mike Meyers is the industry's leading authority on CompTIA certifications, and founder of Total Seminars, LLC.
Total Seminars is a major provider of PC and network repair seminars for thousands of organizations throughout the world, and a member of CompTIA. He can be found at his website at www.totalsem.com, and on Twitter @desweds.
Jeff Toister is an author, consultant, and trainer who helps customer service teams unlock hidden potential.
He is president of Toister Performance Solutions, Inc., a consulting firm that helps companies improve customer service. Jeff has appeared on numerous lists of top customer service experts including Global Gurus' World's Top 30 Customer Service Professionals, ICMI's Top 50 Thought Leaders to Follow on Twitter, and HDI's Top 25 Thought Leaders in Technical Support and Service Management.
Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service, a practical guide that helps leaders develop customer-focused cultures in their organizations. The book draws upon profiles of successful companies, shares cutting-edge research, and provides practical tools.
He is also a nationally recognized employee training expert, and was one of the first people to receive the Certified Professional in Learning and Performance certification from the Association for Talent Development. In 2015, Jeff was awarded the CPLP Contributor Award by ATD for his numerous contributions to the program. He is a past president of ATD's San Diego chapter, where he was a recipient of the WillaMae M. Heitman Award for distinguished service.
Jeff lives in California and serves clients throughout the United States.
Tatiana Kolovou is faculty member at the top-ranked Kelley School of Business at Indiana University.
She came to the United States as an "academic immigrant" from Athens, Greece. Now she teaches business communication and cross-cultural effectiveness. Tatiana consults with executives and teams at large companies to develop effective communication skills for the global enterprise.
Leslie specializes in helping organizations improve the quality of customer service responses. She helps employees improve the quality of the email, chat, and social media messages they send to customers. Leslie develops and teaches hands-on, practical, high-energy writing courses that help people do their jobs: write useful, readable web content; publish e-newsletters; repurpose content for multichannel publishing; and write plain language documents readers can use.
Dave Crenshaw develops leaders in Fortune 500 companies, universities, and organizations of every size.
Dave has appeared in Time magazine, USA Today, Fast Company, and the BBC News. His courses on LinkedIn Learning have been viewed tens of millions of times. His five books have been published in eight languages, the most popular of which is The Myth of Multitasking—a time management bestseller. As an author, speaker, and online instructor, Dave has transformed the lives and careers of hundreds of thousands around the world. You can download a free copy of Dave's book The Result and learn more at DaveCrenshaw.com.
Mike Figliuolo is founder and managing director of thoughtLEADERS, LLC, a professional services training firm.
He is a nationally recognized speaker and blogger on the topics of leadership, communications, decision-making, problem solving, and other critical business skills. An honor graduate from West Point, Mike served in the US Army as a combat arms officer. Before founding his own company, he was an assistant professor at Duke University, a consultant at McKinsey & Company, and an executive at Capital One and Scotts Miracle-Gro. He is the author of One Piece of Paper: The Simple Approach to Powerful, Personal Leadership (www.onepieceofpaper.com), Lead Inside the Box: How Smart Leaders Guide Their Teams to Exceptional Results (www.leadinsidethebox.com), and The Elegant Pitch: Create a Compelling Recommendation, Build Broad Support, and Get it Approved (www.elegantpitch.com). Mike's blog and the programs he teaches can be found at www.thoughtleadersllc.com.
Lecturer turned thought leader Chris Croft has trained 80,000+ people in project management and leadership.Chris has also provided instruction on time management and negotiation, and has trained six million people on Lynda.com and LinkedIn Learning. He comes from an operations background, having earned an engineering degree from Cambridge, qualified as a chartered engineer, and worked as a senior manager in manufacturing for 10 years. He earned an MBA and worked as a university lecturer at Bournemouth University Business School for four years before starting his own training company in 1992. Since then, he has been in constant demand as a speaker, and his free email tips are sent to over 20,000 people.His website, www.chriscroft.co.uk, offers a free email tip of the month, a wide-ranging and unusual blog, and free instant guides. Chris has also created numerous free iPhone and Android apps, notably his Jobs To Do app and his Daily Happiness Tips app.His book Time Management is available from Amazon and most bookshops. He has 11 other instant guide mini-books at www.lulu.com and on the Amazon Kindle Store, and recently published The Big Book of Happiness for the Kindle, as well as the rather eccentric Management Vegetables.
Lisa Gates is a career and leadership coach and the founder of Story Happens Here.
Lisa works with ambitious women who are committed to mastering their leadership stories, building their influence and stage presence, and activating their thought leadership reputations.
With a career that spans marketing and public relations to freelance writing to acting and improvisation, Lisa has learned a thing or two about interviewing, pitching, negotiating, and storytelling. As the former cofounder of She Negotiates, an internationally recognized consulting and training firm, Lisa has helped hundreds of women close their wage and leadership gaps. Her work has been featured on NPR, CNN, The New York Times, The Wallstreet Journal, The Atlantic, Glamour, and many others. To learn more, visit www.storyhappenshere.com.
Fancy Mills has 20 years of experience in training, consulting, recruiting, and workforce management.
Fancy's experience focused in the technical support and contact center industries. As a Certified Workforce Manager, she has assisted companies in developing staffing and workforce management best practices and standard operating procedures. As a corporate trainer since 2000, she has certified thousands of support professionals, managers, directors, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum and training for Fortune 500 companies in the areas of process improvement, quality management, customer service, presentation, communication, and time management skills. Fancy has also served as a session speaker for various industry conferences and events such as Fusion, HDI, and ATD.