IT Help Desk Attendant Training

Have you passed 10th standard? Do you want to obtain an entry level job in IT/ITES sector? If yes, this post will be of help to you. Here, we will have an in-depth analysis of IT Help desk Attendant training course.

 

IT Help Desk Attendant

 

As I mentioned before, this training program is related to IT/ITES sector. It is a job oriented vocational training program. Students who have completed 10th standard are eligible to apply for admission.

 

In this post, you will find all the important details that you need to know about IT Help desk Attendant course. Duration, eligibility, fees, training centers, scope and career prospects – I’ve covered everything important about this course here.

 

If you have passed 10th standard and interested in short-term training programs, you may pursue this course. The course is closely related to IT/ITES sector. After completing this training program, you may build an entry level career in this sector.

 

What is IT Help desk Attendant training all about? What’s it like to become an IT Help desk Attendant? Will I get a decent job after completing this training program? You will find answers to these questions in the next section.

 

IT Help desk Attendant Training: Basic Details

Before dealing with IT Help desk Attendant, let us find out more details about IT and ITES. IT stands for Information Technology. It deals with the storage, manipulation, retrieval and processing of data/information. IT plays a huge role in different sectors such as – business, science, banking, governance, commerce etc.

 

ITES stands for IT Enabled Services. It represents the large number of sectors/domains that heavily rely on IT sector and systems for their functioning.

 

What is an IT Help desk, you may ask. In simple terms, a help desk is a resource that provides customer service. The main task of a help desk is to provide the customer or end user with information and support related to a firm’s/company’s/establishment’s products and services.

 

Let us take your favorite E-Commerce portal as an example. We access popular E-Commerce portals through their website and mobile application.

 

While using the app/portal, who do we call if we run into a problem related to a product/service? Yes, we call the customer service agent through a toll-free number provided in the app/website. Apart from that, we may also raise a ticket/mail a customer service agent and notify them about our issue.

 

The above scenarios show a help desk in action. The main task of a help desk is to troubleshoot problems and provide guidance about products and services to customers and end users. A help desk may use different channels – e-mail, instant messaging, ticket system, toll-free number – to provide support and guidance to customers.

 

For a customer/end user, a help desk provides a contact number, messaging system, e-mail address or contact form that will facilitate access to support and guidance. That’s the front end of the help desk. A help desk also has a back-end. The back-end is managed by help desk assistants, customer service agents and technicians.

 

There exists relevant software that helps help desk attendants/customer service agents manage support requests, tickets, calls and messages. IT Help desk Attendant training program deals with topics such as –

  • Monitoring customer service notifications and alerts
  • Validate alerts and notifications
  • Record and acknowledge request and notifications
  • Identify the nature/type of service request
  • Check the knowledge base (of the establishment) to find solution
  • Refer the request to appropriate authority if it falls outside one’s level of competence
  • Obtaining confirmation from customers (on solving the case)
  • Follow industry standards and regulations
  • Help desk software
  • Managing relevant equipment
  • Computer application
  • Communication skills
  • Personality development

 

After completing this training program, you will be able to don different roles in customer service department of different types of establishments. Being a help desk attendant, you will be able to perform tasks such as –

  • Check, validate and record customer service requests
  • Identify the type of service request
  • Find solution (using the institution’s knowledge base)
  • Follow standards, regulations and script followed by the institution
  • Escalate the request to higher authorities if necessary
  • Closing the service request and obtaining confirmation from customers
  • Obtaining feedback from customers

 

IT Help desk Attendant training program is available in different formats such as – certification, skill diploma, diploma etc. Let us take a closer look at the course details. In the next section, you will find details such as – duration, fees, scope, list of training centers and more.

 

Course Details

 

Type of course

It is a certification program.

 

Eligibility

Since it is an informal certification program, eligibility criteria may vary from one institute to another. Generally, minimum qualification required is – 10th pass. Eligibility criteria depends upon factors such as – type of college and difficulty level of the course.

 

Duration

Training period may vary from one institute to another. It could be anywhere between 3-6 months.

 

Fees

Fees may vary from one institute to another. It depends upon factors such as – type of training program, course content, difficulty level, type of institute etc. Fees could be anywhere between 2 – 5K INR.

 

Syllabus

Here are some of the important subjects present in the curriculum –

  • Communication skills
  • Computer application
  • Customer service identification
  • Help desk software
  • Work safety

 

Career Prospects

After completing this course, you will be able to find an entry level job in IT firms, ITES sector and firms that maintain dedicated help desk/customer service department. In these firms/establishments, you may don roles such as – customer service agent, customer service representative or help desk attendant.

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