Short Learning Programme: Help Desk Technology

Faculty Of  • SAQA ID No.  • NQF5 • 15 Credits • 

This course will demonstrate how important inter personal skills are in help desk, effectiveness and will give students a chance to gain or enhance skills involved in communicating, getting and giving good information, handling challenging behaviour and telephone interactions. Students will become more effective problem solvers by learning strategies for identifying and addressing problem causes and by investigating help desk tools.

Brief description of Content:
• Introduction to Help Desk Technology
• Support environments and processes
• Common software tools and features
• Describe Information Systems Departments in business organisation
• Performance and reporting tools
• Using alerts and notification tools for support
• Using additional level two and level three support tools
• Comply with service levels as set out in a Contact Centre Operation
• Handle a range of customer complaints
• Resolve computer user’s problem

Senior Certificate or an equivalent NQF Level 4 qualification. In the event of an application for the Recognition of Prior Learning the learner will be required to submit a portfolio of evidence of relevant experience, in a prescribed format, to be assessed for formal recognition.

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