Complete Guide to Help Desk Operations for End Users

Course details

Interested in a job in IT? Get the skills you need to pursue an entry-level position as an IT help desk technician. An ideal starting point for job seekers wishing to venture into the field of technical support or seeking to strengthen their overall technical savvy and skills, this course covers the fundamental IT help desk responsibilities, including installation, device configuration, operating systems, networking, cybersecurity, AI, and troubleshooting. Join instructor Pamela Baker as she equips you with in-demand skills to boost your career.

Learning objectives
Demonstrate proficiency in operating and managing work devices—including desktops, laptops, and mobile devices—through understanding hardware, software, and essential setup procedures.
Navigate operating systems and productivity software, enabling efficient file management, customization, and utilization of tools like word processors, spreadsheets, and presentation programs.
Leverage technical know-how about cybersecurity fundamentals, including recognizing common threats, implementing safe computing practices, and complying with data privacy regulations to protect both personal and company information.
Utilize AI-powered tools to enhance productivity through applications like virtual assistants, scheduling tools, and data analysis software.
Troubleshoot common technical issues and communicate effectively with the help desk to resolve problems promptly and seek appropriate support when needed.

Concepts

0. Introduction

01 - Learn help desk operations for end users

1. Understanding Your Work Devices

02 - Types of work devices
03 - Hardware vs. software
04 - Initial device setup
05 - Power management
06 - Managing updates
07 - Challenge - Update a third-party application
08 - Solution - Update a third-party application

2. Navigating Operating Systems

09 - Introduction to operating systems
10 - User interface (UI) basics
11 - File management
12 - Device customization
13 - Using accessibility features
14 - Challenge - Check for system updates on a laptop
15 - Solution - Check for system updates on a laptop

3. Essential Productivity Software

16 - Preloaded work apps
17 - Office suites overview - Microsoft 365, Google Workspace
18 - Word and document processing
19 - Using spreadsheets and AI
20 - Using slides and AI
21 - Document management
22 - Challenge - Find an earlier version of a document
23 - Solution - Find an earlier version of a document

4. Email and Collaboration Tools

24 - Setting up work email
25 - Email etiquette with AI
26 - Calendar management with AI
27 - Collaboration platforms with AI
28 - Video conferencing basics
29 - Challenge - Diagnosing virtual meeting effectiveness
30 - Solution - Diagnosing virtual meeting effectiveness

5. Basics of Network Connectivity

31 - Connecting to networks
32 - Understanding VPNs
33 - Troubleshooting connectivity
34 - Public network security issues
35 - Network drives and resources
36 - Challenge - Identify the most secure Wi Fi connection
37 - Solution - Identify the most secure Wi Fi connection

6. Cybersecurity and Safe Computing

38 - Importance of cybersecurity
39 - Recognizing threats
40 - Password best practices
41 - Using security software
42 - Data privacy compliance
43 - Exploring shadow IT
44 - Challenge - Identify a phishing email
45 - Solution - Identify a phishing email

7. Introduction to AI Tools

46 - What is AI, really
47 - AI in the workplace
48 - Pros and cons of using AI tools
49 - AI chatbots and virtual assistants
50 - Prompting fundamentals
51 - Basic workplace rules for using AI
52 - Challenge - Write a prompt for a chatbot
53 - Solution - Write a prompt for a chatbot

8. AI Tools for Productivity

54 - Scheduling and time management
55 - Writing and grammar assistance
56 - Voice commands and assistants
57 - Data analysis with AI
58 - Fact checking AI outputs
59 - Integrating AI into workflow
60 - Challenge - Fact check this AI output and identify the error
61 - Solution - Fact check this AI output and identify the error

9. Troubleshooting Common Issues

62 - Basic troubleshooting steps
63 - Software glitches
64 - Hardware problems and replacements
65 - Maintenance best practices
66 - When to seek IT help
67 - Challenge - What is the best option when a document freezes
68 - Solution - What is the best option when a document freezes

10. Finding Help with the Help Desk

69 - Contacting the help desk
70 - Describing issues clearly
71 - When to escalate
72 - What to expect during the support process
73 - Feedback and follow up
74 - Challenge - Write a report ticket on a technical issue
75 - Solution - Write a report ticket on a technical issue

Conclusion

76 - Next steps