Help Desk Skills

In development

The service side of support: ticket lifecycle and queue discipline, prioritisation and SLAs, customer communication under frustration, remote support technique and knowledge base authoring.

Category: Technology
Difficulty: Beginner
Estimated time: 30 hours
Price: $99

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Learning outcomes

By the end of this course you will be able to:

Manage a ticket queue against priority and SLA
De-escalate a frustrated user while still solving the problem
Run a remote support session competently
Write knowledge base articles that deflect future tickets

Curriculum

The lessons for this course are being authored now. We publish the module list when the content behind it actually exists — we would rather show you nothing than a syllabus that has not been written. The scope, outcomes and project below are real and final.

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What you will build

A service desk playbook with prioritisation matrix and five knowledge base articles.