Service Helpdesk & Technical Support Online Course

The Service Helpdesk & Technical Support course is a professionally developed training program for those seeking to understand and manage helpdesk environments effectively—especially within the context of learning disabilities. This course equips learners with real-world, practical knowledge to handle technical inquiries, customer support issues, and administrative tasks through a well-organized support system.

Whether you are an educator, support worker, administrative staff member, or tech support agent, this course offers actionable insights into delivering inclusive and responsive technical support services to clients, particularly individuals with learning difficulties.

Learners will develop essential skills like problem-solving, customer interaction, IT troubleshooting, call management, and rapport-building, all while becoming sensitive to the unique needs of people with learning disabilities.

Learning Outcomes

By the end of this course, learners will be able to:

• Manage technical support for users with learning disabilities effectively.
• Demonstrate advanced phone etiquette and communication skills.
• Develop tailored helpdesk support procedures for unique learning needs.
• Apply critical thinking to resolve technical and interpersonal challenges.
• Use proper filing, invoicing, and documentation in support operations.
• Improve client satisfaction through inclusive service management practices.

Course Link: Service Helpdesk & Technical Support

Course Curriculum

The detailed curriculum outline of our Service Helpdesk & Technical Support course includes the following 16 core modules:

Module 01: Managing Interoffice Calls and Voicemail

Master professional voicemail and interoffice communication protocols.

Module 02: Aspects of Phone Etiquette

Learn the principles of respectful and effective telephone communication.

Module 03: Business Telephone Skills

Refine verbal communication with clarity, tone, and professionalism.

Module 04: Building Rapport Over the Phone

Develop empathy-driven conversations, especially with disabled clients.

Module 05: Inbound and Outbound Calls

Handle incoming and outgoing calls with professionalism and ease.

Module 06: Active Listening and Managing Tough Callers

Techniques for handling difficult conversations with compassion and patience.

Module 07: Mail Services and Shipping

Understand administrative responsibilities related to documentation logistics.

Module 08: Intra Organisation Dealings

Improve coordination and communication within a team or department.

Module 09: Problem Solving over the Phone

Learn structured techniques to resolve technical issues verbally.

Module 10: Record Keeping and Filing Systems

Maintain accurate support documentation and confidential client data.

Module 11: Business Writing Skills

Craft clear, accessible support emails and written communication.

Module 12: Organisational Skills

Boost productivity through scheduling, prioritization, and time management.

Module 13: Communication Skills

Master verbal and non-verbal communication across different support settings.

Module 14: Customer Relationship Management

Track client interactions and build lasting customer loyalty.

Module 15: Effective Planning and Scheduling

Streamline helpdesk operations with organized scheduling systems.

Module 16: Invoicing/Petty Cash

Handle basic financial operations with transparency and responsibility.

Disclaimer:

This is an online course with pre-recorded lessons. You will get access to the course within 48 hours after your enrolment.