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So it stands to reason that their functions, tasks, and skills have far-reaching impacts on not just the service and support organization, but the entire business. This course focuses on troubleshooting network issues affecting customer service tools like poor connections and network security. Since most help desk software operates through the internet, this training ensures your tools stay up and running in the event of a network malfunction. IT support certifications and help desk certifications help desk engineer are recognized acknowledgements of specific experience, knowledge, and skills relating to IT technologies and services. They are often critical to career advancement and can make all the difference for an entry-level help desk professional who is looking to distinguish themselves from the competition. According to a CompTIA study, 91% of employers believe IT certifications both play a key role in the hiring process and act as a reliable predictor of a successful employee.
More specifically, the median annual wage for a computer network specialist was $62,760 in May 2021, and for computer user technical desk specialists in May of 2021 was $49,770. HDI-CSR is an online, help desk course that’s aimed at customer service reps. This training spends more time explaining the customer service aspect of help desks and how your reps can use these tools to enhance their soft skills in communication. For example, one lesson explains how your reps can use a ticketing system to manage customer requests and breaks down the steps needed to implement this process.
HDI-CSR: HDI Customer Service Representative
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). More than 90% of the course contents are practical demonstration to maximize the learning experience outcomes. Throughout the course, students will see the actual tools that they’ll use every single day while working as help desk technicians. Whether one is completely new or has had some exposure to IT, this program is highly recommended to get started in the field of technology. According to Google, completion time for the certificate program is around 6 months for a person willing to invest around 5-6 hours per week.
To generate course completion certificates, you must first meet all the eligibility requirements. For details on eligibility requirements, please see the FAQ entitled “What are the eligibility requirements for a course completion certificate”. Our authentication partner does not currently support the Arabic language; however, Cisco Networking Academy will support Arabic once your account is set up. We have created an Arabic webpage to help assist individuals in creating their accounts. Individuals are required to verify their email address for security purposes.
CompTIA Network+
According to Microsoft’s latest By The Numbers report, there are more than 1.4 billion monthly active devices running Windows 10 or 11 around the world. Office 365 usage statistics reveal that the Microsoft 365 service is the most widely used cloud service by user count and market share on Windows and Mac, with 70% of Fortune 500 companies purchasing Office 365 in the past 12 months. The same report revealed that one in five corporate employees uses a version of Office cloud service. In addition to HubSpot’s free help desk, HubSpot Academy offers free, online training that helps you get familiar with its customer service tools.
Whether you want to pursue computer networking or IT security, CompTIA Network+ is a must for building foundational skills. The ITIL 4 certification scheme can be adapted to the learning requirements of the individual and the organization. It uses a modular, tiered approach to allow you to develop a comprehensive view of service management or to focus on specific areas of knowledge. Yes, you can get to a managerial or executive-level position—even a seat in the C-suite—from the IT help desk. It can be tough to see the top through all those rungs on the ladder, but the top is closer than you think.
Top Coursera Courses & Certifications – Learn Online for Free with Courses from Top Universities
Technical support and help-desk positions are traditional entry points for IT professionals navigating their career paths. Earning a respected help-desk certification can help IT professionals stand out, validate valuable knowledge and skills, and demonstrate their willingness to learn to employers and hiring managers. With this vendor-specific certification, IT pros can provide end-user support for Cisco products and services. CCNA can also help prepare technicians for jobs such as IT support specialist, network specialist and network engineer. You can learn to successfully protect a computer network and gain useful skills in risk management, cybersecurity, and cryptography with Alison’s free online Network and Security courses.
- Even if you aren’t using HubSpot’s tools, you can complete their academy lessons for general customer service skills.
- According to Microsoft’s latest By The Numbers report, there are more than 1.4 billion monthly active devices running Windows 10 or 11 around the world.
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- Throughout the course, you’ll hear from real Google users who have used this training to propel their careers to the next level.
- Python has emerged as the most in-demand programming language in the recent decade.
- Then it breaks down the proper ways to handle network hardware and what to do if your network connection isn’t up to par.
By having employees complete this course, they’ll be able to quickly and efficiently onboard your new help desk software without reaching out to customer support. Selecting the right help-desk certification often means deciding or determining the best technology to focus on. For example, professionals working in environments with heavy Apple or Microsoft usage will likely benefit from those proprietary training paths. In contrast, generalists can find valuable information from HDI, ITIL or CompTIA paths.
IT Infrastructure Library (ITIL) Foundation
IT certifications in support can vary between college courses and apprenticeships. Support engineers often learn on the job and cater services to specific businesses, software, and hardware. Accredited and recognized as the gold standard throughout the industry, all HDI courses and certification exams are based on and developed from the HDI certification standards.
The “Understanding Help Desk” course breaks down each tool in the ServiceHub suite and explains how your reps can use each feature to save time and automate functions. By having your reps complete this course, you’ll be able to quickly and efficiently onboard your new help desk software without reaching out to customer support. If you like solving problems and troubleshooting technology issues, then a career in IT support may be right for you. The Service Desk Institute (SDI), founded in 1988, is a worldwide professional organisation for those working in the IT service and support industry. SDI delivers information to help improve the knowledge of help desk professionals through IT support training, community based forums and event-based services.