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An introductory course about help desk and compare it with customer, product and technical support.
(52 reviews)
263 students
Created by


CourseMarks Score®







Platform: Udemy
Video: 1h 37m
Language: English
Next start: On Demand

Table of contents


Explore the most popular customer service resource known as Help Desk. A Help Desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide Help Desk support to their customers via a toll-free number, Web site and/or e-mail. There are also in-house Help Desks geared toward providing the same kind of help for employees only. Some schools offer classes in which they perform similar tasks as a Help Desk.
This course will begin with discussions on defining and presenting the objectives and functions of the Help Desk. The succeeding modules will differentiate Customer Service and Product Support, Technical and Customer Support, and the different types of Customer Relationship Management.

You will learn

✓ Be introduced to the Help Desk and Virtual Help Desk.
✓ Learn about Customer Service, Product Support, and their differences.
✓ Learn about Technical Support, Customer Support, and their differences.
✓ Understand Customer Experience and Customer Relationship Management.
✓ Be aware of the different types of Customer Relationship Management.
✓ Be informed about the auditing and the procedure for auditing in the Help Desk.
✓ Be aware of the different Help Desk applications.


• Basic understanding of the IT industry
• Knowledge of the English language

This course is for

• Managers looking to implement help desk resources to improve customer service.
• Businesses exploring the various communication methods that can be used for help desk processes.
• Individuals who want to improve their customer service skills and build on help desk technician knowledge.
Quality education for Career Driven IT Professionals
What drives us?
In one word? YOU
You are front, center and behind every decision we make in our business.
You are starting out in the IT industry You are serious about your career You need certifications on your resume to get that first interview For you we created the Foundation level courses as well as the Core Series for IT
You are an IT Professional with a proven career You need to stay in touch with changes in the industry You need to continue to show your value to the business to ensure your job is secure You want to find out what else would make your IT career more solid For you we created the Specialist and Intermediate level courses as well as the Core Series for IT
You are implementing Processes and methodologies in your company You are managing a team of people and need to look good You started your own business and are looking for template documents to ‘hit the ground running’ You need to present on a subject at the next team meeting and are not quite sure where to start For you we created the Toolkits as well as the Core Series for IT

Our motto: Every Career driven IT Professional needs to be able to afford quality IT educational materials to stay relevant in their job, irrespective of current position, budget or geographical location. We do most of the work behind the scenes so that you can focus on your professional education and your career within the IT industry.
We see it as our job to ensure we give you the most up to date information you need to succeed in achieving that goal at a price-point that is makes it accessible to most professionals.
Browse all courses by on Coursemarks.
Platform: Udemy
Video: 1h 37m
Language: English
Next start: On Demand

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