Chapter 1: Introduction to Help Desk

• 1.1. Help Desk Responsibilities
• 1.2 Benefits of a Help Desk
• 1.3 Job Field Prospects
• 1.4 Course Contents

Chapter 2: Soft Skills: Customer Focus

• 2.1 Introduction to Soft Skills
• 2.2 Customer Focus vs. Company Focus
• 2.3 Customer Focused Components
• 2.4 Improving Customer Satisfaction
  

Chapter 3: Soft Skills: Communication

• 3.1 Working with Others
• 3.2 Working with Different Personalities
• 3.3 Active Listening
• 3.4 Nonverbal Communication
• 3.5 Written Communication
• 3.6 Accepting Feedback
• 3.7 Layman’s Terms

Chapter 4: Soft Skills: Conflict Resolution

• 4.1 Introduction to Conflict Resolution
• 4.2 Affirming Customer Needs
• 4.3 Correct Responses to Complaints
• 4.4 Win-Win Situations

Chapter 5: Technology: Certifications

• 5.1 Introduction to Certifications
• 5.2 Technology
• 5.3 Help Desk Technology Skills
• 5.4 Help Desk Soft Skills - HDI

Chapter 6: Technology: Troubleshooting Skills

• 6.1 About FAQs
• 6.2 Creating a FAQ
• 6.3 Troubleshooting
• 6.4 Timely Resolution

Chapter 7: Technology: Tools

• 7.1. Proper Workplace Setup
• 7.2 Hardware Tools
• 7.3 Software Tools
• 7.4 Help Desk Software
• 7.5 Time Management
• 7.6 Conclusion