Updates on modern marketing tech adoption, martech interviews, tech articles and events. My association continues with ProProfs Chat as a content marketer where I deliver in-depth articles after exploring the tool at length. The median annual salary for help desk technicians in $56,000, according to the latest figures from the US Bureau of Labor Statistics.

  • The courses offered are classified as Certificate Courses (those around 2-3 hours duration), Diploma Courses (with course duration of around 8-10 hours) and Learning Paths that are a series of niche courses (with hours duration).
  • Once these prerequisites have been met, candidates can register for the exam through Pearson VUE or Prometric Testing Centers.
  • They need to learn how to manage, provide support as per expectations, and become familiar with common customer interactions.
  • A college degree is not typically required for entry-level help desk positions, however it may help you get the interview and job faster – and at a higher pay grade – than candidates with no degree.

And by providing ongoing training and testing to agents, we ensure that the highest standards are kept up day-in and day-out, so you—and your patients—can have peace of mind. In this article, we will define why MSPs might need certifications, overview the most popular ones, and discuss when you definitely need a certificate, and when you are better off with in-house training. This article provides an overview of the top certifications available for help desk agents to help them advance their careers. The cost of taking the CCNA exams varies depending on where you take them.

What Similar Roles Do

You need to make your interactions positive, value-adding, and thought out, both in terms of how you solve problems and how you address the client before you. If you can’t communicate the solution the customer needs, then working at a help desk will be a challenging feat. Customers don’t know the product as you do, so you need to explain IT terminology and workflows in a way that someone from the outside can understand.

ComputerCavalry LLC is a provider of computer classes ranging from basic computer skills to advanced IT courses. This course provides Level 1 IT administrators with an overview of the most common end-user support requests related to Office 365. Get a quick recap help desk certifications of Office basics, including the features of Word, Excel, PowerPoint, Outlook, OneDrive, SharePoint, OneNote, Access, Publisher, Sway, and Power BI. This course helps you understand VPN terms and technologies, so you can configure a custom VPN solution.

IT Infrastructure Library (ITIL) Foundation

The CSI roadmap provided after each Surveillance Audit will usually target specific areas of delivery to have the most beneficial impact to the organisation. Surveillance Audits also provide an organisation with the opportunity to increase their maturity level and star rating. Organisations should stay in the programme for as long as they would like the expert best practice guidance and the other industry benefits that being in programme provides. The Certification Audit is a full review of your entire service desk operation using interviews, desk-side observations and a review of your service level metrics. Evidence based material is required prior to the audit to confirm the service desk conforms to the Best Practice Standard. During the four day audit, the SDI auditor will ask over three hundred comprehensive questions in order to assess your service desk’s maturity rating.

help desk certifications

There are several trainings and certification courses available online that train candidates for these IT Support and customer service positions. These courses provide a solid base and a marketable skill set that learners can use to apply for IT help desk jobs with top employers. Our experts have created this list of best IT Support, Customer Service and Help Desk courses, certifications, trainings and classes that are available online. They help support business end-users and make sure that the enterprise technology that organisations rely on to do business remains up-to-date and runs as consistently and smoothly as it should. Most medium and large sized companies have their own internal IT help desk support teams to address internal hardware and software issues that their employees face day-to-day.

Customer Complaints: 8 Common Complaints & How to Resolve Them

Customers want help from you fast, and their patience can run thin quickly if they’re left waiting too long for assistance. The more strategic you are with time management, the more efficient you’ll become when meeting customer needs. Your job at the help desk is to find the solution the customer is looking for, and for that, you need to be a critical thinker.

help desk certifications

Since most industries nowadays rely on technology, IT and help desk support staff has opportunities to be employed within a wide variety of industries. Although the ITIL Foundation training and examination syllabus specifically includes a service desk component, the entire ITIL Foundation https://remotemode.net/ certification lends itself well to the help-desk industry. When you’re ready to move beyond fundamental networking tasks, consider additional certifications to advance your networking career and achieve titles like network specialist, network administrator or network technician.

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