Skip to content

Service Helpdesk & Technical Support

Accredited by IAO || Advanced Audiovisual Lessons focused || 24x7 Access & Tutor Support| 97% Flash Sale

One Education


Save 97%
£10 inc VAT (was £425)
Offer ends 28 January 2022
Study method
Online, self-paced
8 hours
Access to content
12 months
No formal qualification
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

29 students purchased this course

Add to basket or enquire


If you want to gain a solid understanding of Service Helpdesk & Technical Support and fast track your dream career, then take a step in the right direction with this industry-standard, comprehensive Service Helpdesk & Technical Support course designed by expert instructors.

Dedicated tutor support and 24/7 customer support are available to all students with this premium quality Service Helpdesk & Technical Support course. Get the help you require and the answers to all your queries throughout the comprehensive syllabus of this Service Helpdesk & Technical Support course.

This premium online course titled Service Helpdesk & Technical Support ensures your professional development with IAO accreditation. You’ll have the privilege of learning in your own time, at your own pace and earning an accredited certification.

With this Service Helpdesk & Technical Support programme, success becomes a lot easier that enables you to monetise your skills. This Service Helpdesk & Technical Support course is designed for both part-time and full-time students and can be completed at a pace that suits your learning style.

This Service Helpdesk & Technical Support course has been developed by industry experts. Packed with several insightful modules, this course aims to give you a proper understanding of Service Helpdesk & Technical Support and accelerate your career.

Why People Love And Enrol The Service Helpdesk & Technical Support Course From One Education

  • Eligibility for an IAO-accredited certificate on successful completion of Service Helpdesk & Technical Support Course
  • Learning materials of our Service Helpdesk & Technical Support course contains engaging voiceover and visual elements for your comfort
  • Freedom to study at your own pace
  • 24/7 access to the Service Helpdesk & Technical Support course materials for 12 months
  • Full Tutor support on weekdays (Monday – Friday)

Course media


This masterclass Service Helpdesk & Technical Support online training course is designed by industry experts and will give you an in-depth understanding of this topic. The Service Helpdesk & Technical Support course features easy-to-digest modules that break down each topic and ensure all our students receive an unrivalled and thorough learning experience.

If you want to work in this rapidly growing sector and stand out from the competition, then our Service Helpdesk & Technical Support course is the perfect place to kickstart your dream career.

On the Service Helpdesk & Technical Support course, we guarantee that you will gain relevant skills and acquire tremendous knowledge on the subject. The certificate you’ll achieve after completing the Service Helpdesk & Technical Support course will help you land the job you want in a related field.

Enjoy a pleasant and professional 100% online learning experience and enrol in our Service Helpdesk & Technical Support course today and take control of your career!

Course Curriculum:

Here is a curriculum breakdown of the Service Helpdesk & Technical Support course:


Module 01: Managing Interoffice Calls and Voicemail

  • Transferring Calls
  • Placing Callers on Hold
  • Taking Messages
  • End the Conversation
  • Proper Greeting on Voicemail
  • Managing Important Messages
  • Ensuring Proper Message Delivery
  • Leaving A Voicemail

Module 02: Aspects of Phone Etiquette

  • Common Telephone Etiquettes
  • Creating Positive Telephone Image
  • Maintaining Proper Phone Voice
  • Using Professional Phrasing
  • Preparation before Respond
  • Respecting the Caller
  • Effective Telephone Usage
  • Why Avoid Multitasking
  • Reducing Office Distraction
  • Dealing with Interruption from Others

Module 03: Business Telephone Skills

  • Telephone Etiquette
  • Telephone Skills
    • Taking & Transferring Calls
    • Taking Messages
    • Screening Calls
    • Protecting Employer
  • Telephone Courtesy Tips
  • Domestic and International Calls
  • Voice-Mail Courtesy
  • Summary
  • Assessment

Module 04: Building Rapport Over the Phone

  • What is Rapport Building?
  • Importance to Rapport Building
  • Ways to Building Rapport over Phone
  • Critical Skills to Rapport Building
  • Mistakes in Rapport Building

Module 05: Inbound and Outbound Calls

  • Inbound Calls
  • Long Greeting Messages
  • Introducing Yourself
  • How to Focus on Their Needs
  • Tips to Be Patient
  • Outbound Calls
  • Ways to Be Prepared
  • Identification of Yourself
  • Giving Reason for the Call
  • Telemarketing
  • Information Privacy of Caller

Module 06: Active Listening and Managing Tough Callers

  • What is Active Listening?
  • Active Listening Techniques
  • Characteristics of Good Listener
  • Personal Obstacles
  • External Obstacles
  • Dealing with a Tough Caller
  • Importance of Quick Work
  • Why Listen to the Story First?
  • How to Apologise
  • Compensation Handling

Module 07: Mail Services and Shipping

  • The Office Mail
  • Mailing and Shipping Details
    • Maximum Weight and Dimensions
      • For Regular Mails
      • For Business Mails
      • Difference between Sizes
    • Addressing
      • Guidelines for Addressing
      • Address Format
      • Layout for British Forces Post Office (BFPO)
      • Layout for International Destination
    • Wrapping and Packaging
  • Royal Mail Services
    • Universal Service
    • Special Delivery
    • Business Services
    • Unaddressed Promotional Main Delivery
  • Alternatives to Royal Mail

Module 08: Intra Organisation Dealings

  • Handling Complaints
  • How Everyone Plays a Role
  • Corporate Culture
  • Intra Organisation Conflict Resolution
  • Anger Management
  • Stress Management
  • Time Management
  • Things to Do with Yourself

Module 09: Problem Solving over the Phone

  • Understanding the Problem
  • Identifying the Cause
  • Providing Possible Solution
  • Dos' and Don'ts' of Handling Complaints
  • Ways to Express Empathy
  • How to De-Escalate Angry Calls
  • Friendly Follow-Up
  • Restoring Relationship

Module 10: Record Keeping and Filing Systems

  • Keeping Accurate Records
  • Filing Systems
    • Alphabetical System
    • Subject System
    • Subject Index
  • How to Alphabetise for Filing and Indexing
    • Individual or Personal Names
    • Company or Business Names
    • Miscellaneous
  • Handling Confidential Documents
    • What is Confidentiality
    • Confidential Electronic Documents
    • Confidential Paperwork

Module 11: Business Writing Skills

  • Structures of Business Documents
    • Agendas
    • Email Messages
    • Business Letters
    • Business proposals
    • Business Reports
  • Structures of Other Official Documents
    • RFP
    • Projections
    • Executive Summaries
    • Business Cases
  • Editing and Proofreading
    • Introduction to Proofreading
    • What does a Proofreader do?
    • Proofreading
    • Proofreading Symbols
    • Proofreading on Paper & Screen
    • Strategies to Check for Specific Errors
    • Editing & Proofreading Strategies
    • Electronic Revision

Module 12: Organisational Skills

  • Organising Daily Work
  • Organising Workplace
  • Organising Resources
  • Organising Tools
  • Cultivating Organisational Habits

Module 13: Communication Skills

  • Effective Listening Skills
  • Verbal Communication
    • Written Communication
    • Oral Communication
  • Non-Verbal Communication
  • Communication Strategies

Module 14: Customer Relationship Management

  • What is CRM?
  • Types of CRM
  • Benefits of CRM
  • The Goal of CRM
  • The Primary Stages of the CRM Value Chain
  • Development of CRM Plan
  • Strategies for Customer Retention
  • Dealing with Unprofitable Customers
  • Evaluating Your Customers’ Value

Module 15: Effective Planning and Scheduling

  • Work Breakdown Structure
    • Introduction to WBS
    • Deliverable & Phase-Based WBS
    • Steps for Creating WBS
    • Best Practices and Tips for WBS
  • Estimation Process and Resources Alignment
    • Estimating Durations
    • Increasing Estimation Accuracy
    • Task Dependencies
      • Dependency Definitions
      • Dependency Types
    • Aligning Resources with Activities
      • Resource Breakdown Structure
      • Resource Calendar
      • Stages of Resource Scheduling
        • Definition
        • Allocation
        • Aggregation
        • Levelling
      • Resource Turnover
  • Project Planning
    • The Purpose of Project Planning
    • Project Planning Guide
      • Project Goals
      • Project Deliverables
      • Project Schedule
      • Support Plans
        • Human Resource Plan
        • Communications Plan
    • Project Management Pitfalls
  • Risk Management
    • Principles of Risk Management
    • Risk Management Process
      • Identify the Risk
      • Analyse the Risk
      • Risk Evaluation
      • Monitoring and Controlling the Risk

Module 16: Invoicing/Petty Cash

  • Financial Record Keeping
  • Invoice
    • Types of Invoice
    • Benefits of Online Invoicing
    • What to include in an Invoice
  • Petty Cash
    • Keeping Petty Cash
    • Petty Cash Management
    • Tips on Running a Petty Cash Fund
  • Budgeting
    • Types of Budget
    • Sales Budget
    • Expense Budget
    • Production Budget
    • Manufacturing Budget
    • Labor Budget
    • Capital Budget
    • Cash Budget
  • Budgeting Process
  • Importance of Budgets

Method of Assessment

To successfully complete the Service Helpdesk & Technical Support course, students will have to take an automated multiple-choice exam. This exam will be online and you will need to score 60% or above in order to pass. After successfully passing the Service Helpdesk & Technical Support course exam, you will be able to apply for an IAO-accredited certificate.


Once you have finished the Service Helpdesk & Technical Support course, you will be eligible to apply for an IAO-accredited certificate as proof of your new skills and your continued professional development. Certificates are available as a PDF for £9, or you can request a hard copy to be sent in the post for £15.

Who is this course for?

The Service Helpdesk & Technical Support training course is ideal for highly motivated individuals who want to enhance their professional skills and train for the job they want! This Service Helpdesk & Technical Support course also suits people aspiring for some in-depth knowledge on this topic and keep up to date with the latest information.

Study the Service Helpdesk & Technical Support course today and increase your professional skillset from the comfort of your home!


There are no formal entry requirements for the Service Helpdesk & Technical Support course, with enrollment open to anyone! Anyone and everyone with a knack for learning can enrol on this course without any hesitation.

Learn online from any internet device, including your computer, tablet or smartphone. Study when it suits you and complete the Service Helpdesk & Technical Support course at your own pace.

All students must have a passion for learning and literacy, as well as being over the age of 16.

Career path

Studying the Service Helpdesk & Technical Support course is designed to help you get the job of your dreams, or even that promotion you’ve always wanted! Learn the essential skills and knowledge you need to exceed in your professional life with the help & guidance from our Service Helpdesk & Technical Support course.

Questions and answers

Currently there are no Q&As for this course. Be the first to ask a question.


Currently there are no reviews for this course. Be the first to leave a review.


What does study method mean?

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.