IT Help Desk for Beginners

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Robert McMillen

2:07:34

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01 - Introduction

01 - Get started in your IT help desk career.mp4

00:52

02 - 1. Introduction to User Support

01 - What is an IT help desk.mp4

03:03

02 - User support services.mp4

02:53

03 - Helpdesk hierarchy.mp4

02:52

03 - 2. Incident Tracking

01 - Triage an incident.mp4

06:21

02 - Incident tracking.mp4

04:42

03 - Escalating a ticket.mp4

02:24

04 - Help desk best practices.mp4

03:04

04 - 3. Skills Needed for Help Desk Support

01 - The troubleshooting methodology.mp4

02:49

02 - Communication skills.mp4

03:28

03 - What is critical thinking and how can it help.mp4

05:51

04 - Technical skills for user support.mp4

07:24

05 - 4. Common Support Problems

01 - Most common issues.mp4

10:07

02 - Hardware problems.mp4

08:38

03 - Software problems.mp4

06:32

04 - Networking basics.mp4

07:08

05 - Security vulnerabilities.mp4

05:06

06 - When to suspect malware.mp4

05:16

07 - When to replace equipment.mp4

04:47

08 - Software installation.mp4

02:17

06 - 5. End User Training

01 - How to speak to non-technical users.mp4

02:53

02 - How to create successful user training.mp4

04:48

07 - 6. Management Tools for Help Desk Staff

01 - Ticketing systems inventory demonstration.mp4

03:44

02 - Malware best practices.mp4

06:54

03 - Remote control tools.mp4

05:28

04 - Active Directory tools for user management.mp4

08:13

Description

Interested in a job in IT? One of the best ways to break into the field is to land a role as an IT help desk technician. This course is an ideal starting point for anyone wishing to venture into the field of technical support or strengthen their technical savvy and improve technical skills. Instructor Robert McMillen covers the fundamentals of IT help desk responsibilities—including software, networking, and troubleshooting—as well as the soft skills required to become a successful customer service professional. Explore the responsibilities of a typical entry-level IT help desk technician, with tips from Robert on where the role can lead and how to scout out and obtain an official certification. By the end of this course, you’ll be equipped with the know-how to assess your professional options in remote, hybrid, and on-premises work environments.

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Robert McMillen

Instructor's Courses

After decades in the IT consulting business, I am dedicating my career to educating and inspiring the next generation of IT professionals. This includes teaching computer information systems, authoring video courses and blogging about my experiences. There are too few mentors and too many who know it all. Check out my channel to see what's new at http:// techpublishing.com Feel free to contact me for speaking engagements or other new media requests.

Linkedin Learning

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LinkedIn Learning is an American online learning provider. It provides video courses taught by industry experts in software, creative, and business skills. It is a subsidiary of LinkedIn. All the courses on LinkedIn fall into four categories: Business, Creative, Technology and Certifications. It was founded in 1995 by Lynda Weinman as Lynda.com before being acquired by LinkedIn in 2015. Microsoft acquired LinkedIn in December 2016.