Help desk specialists need technical knowledge and strong customer service skills to successfully resolve issues and communicate with customers. Advance your knowledge of hardware and software administration and troubleshooting, plus strengthen your skills in communication and conflict resolution.
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Build your communication skills for successful interactions.
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Learn how to resolve hardware and software issues.
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Discover how to communicate with upset customers.
Courses
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1
CompTIA A+ Core 1 (220-1101) Cert Prep: 1 The Basics50mCompTIA A+ Core 1 (220-1101) Cert Prep: 1 The Basics
By: Mike Meyers
Practice your skills and get ready for the first domain of the CompTIA A+ Core 1 Exam: (220-1101) certification exam.
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2
Windows 10: Configure and Support Core Services2h 43mWindows 10: Configure and Support Core Services
By: Joli Ballew
Prepare for Exam MD-100: Windows 10 by reviewing how to configure networking, storage, data access, data usage, and Remote Management in Windows 10.
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3
Windows 10: Manage and Maintain Windows 102h 20mWindows 10: Manage and Maintain Windows 10
By: 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.
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4
Windows 10 for IT Support: Advanced Troubleshooting1h 54mWindows 10 for IT Support: Advanced Troubleshooting
By: Brien Posey
Explore advanced troubleshooting concepts around Windows 10, including hardware, devices, network and remote connectivity, performance, and updates.
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5
Learning PC Maintenance and Performance52mLearning PC Maintenance and Performance
By: 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.
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6
Computer Components and Peripherals for IT Technicians1h 58mComputer Components and Peripherals for IT Technicians
By: Dan Gookin
Learn how to maintain a computer—inside and out. Learn how to manage internal and external components, such as processors, motherboards, monitors, and printers.
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7
IT Service Desk: Customer Service Fundamentals1h 51mIT Service Desk: Customer Service Fundamentals
By: 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.
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8
Writing Customer Service Emails1h 2mWriting Customer Service Emails
By: 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.
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9
Phone-Based Customer Service48mPhone-Based Customer Service
By: Jeff Toister
Learn how to identify and address the unique challenges posed by serving customers over the phone.
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10
Customer Service: Problem-Solving and Troubleshooting35mCustomer Service: Problem-Solving and Troubleshooting
By: Noah Fleming
Learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications.
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11
Working with Upset Customers47mWorking with Upset Customers
By: Jeff Toister
Learn strategies you can leverage to proactively recognize, de-escalate, and repair situations where a customer has become angry or upset.
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12
Innovative Customer Service Techniques43mInnovative Customer Service Techniques
By: Jeff Toister
Improve service quality by learning how to better understand customer needs, influence customer perceptions, and build teamwork.
Instructors
Mike Meyers
Author, Internet personality, Speaker
Joli Ballew
Full Time Professor at Dallas College
Brien Posey
Scientist-Astronaut Candidate, Internationally Best Selling Technology Author, and Speaker
Dan Gookin
Mad Genius
Fancy Mills-Knebel
Leslie O'Flahavan
Jeff Toister
The Service Culture Guide
Noah Fleming
SMB Growth Expert | Keynote Speaker | 16+ Years Growing Businesses | $5B+ Revenue Generated for Our Clients | Creator of The 1-Day Sales Process™