Learning Solutions for Today's Modern Service Desk

Improving the technical and customer service skills of your Service Desk is vital to productivity and to the overall customer experience, as a company’s Service Desk sits at the front-line of customer care and, in turn, becomes the face of the organization.

Utilizing authorized training solutions from leading vendors, such as CompTIA and Microsoft, can transform your Service Desk team by raising their level of technical proficiency. Many organizations maintain multiple tiers of support that require different levels of skill and different training needs, so it’s important to identify areas of improvement for the management of the Service Desk to ensure strong leadership and implementation of proven best practices.

See below for some of the tailored learning solutions New Horizons can provide to address the needs of your Service Desk.

LEVEL 1 Support – Key Components & Prescription

Operating System Fundamentals:

Microsoft Technology Associate (MTA)

40033: Windows Operating System and Windows Server Fundamentals

Computer Hardware Maintenance & Support:

CompTIA A+

Networking Fundamentals:

CompTIA Network+

LEVEL 2 Support – Key Components & Prescription

Security Support Skills:

CompTIA Security+

Operating System Support Skills:

6292: Installing and Configuring Windows 7 Client
6293: Troubleshooting and Supporting Windows 7 in the Enterprise
20687: Configuring Windows 8.1
20688: Managing and Maintaining Windows 8.1

Desktop Application Support & Customer Service Improvement

Two areas of Desktop Support that often go overlooked are support for your Line of Business applications and Customer Service skills. Microsoft Office is the most widely used suite of productivity software in the world. However, Desktop Support specialists tend to use that software less frequently than your typical office worker and are not prepared to assist with questions pertaining to it. Effective Customer Service skills are just as important and a vital part of any Service Desk. Professional courtesy and understanding how to deal with customer complaints strengthens the bond between any service provider and their customers.

Regardless of a team member’s technical acumen, all levels of Desktop Support will become more effective with training for Microsoft Office and understanding the fundamentals of Customer Service.

View All Levels of Microsoft Office Training
Fundamentals of Customer Service

Proficient Incident and Problem Management processes are key to an effective Service Desk. It’s up to the Service Desk Manager to implement them. ITIL is a globally recognized service management methodology that can alter how your Service Desk performs. The Operational phase of the ITIL service lifecycle includes many aspects of what impacts a Service Desk on a daily basis. Leadership skills and the ability to motivate employees are also two key features for Service Desk Managers to inspire their team members.

ITIL Foundations
ITIL Intermediate Service Operation
Managerial Leadership
Motivating Your Employees