So, let me guess. You read our awesome list of the best help desk software, then went ahead and installed one for your customer service team. But, even though you have these new, shiny tools, your team is stuck scratching their heads trying to figure out how to use each one. While they may come with some instructions, there's no guide that will teach your reps how to best use your new help desk.
Fortunately, there's training that can teach your team how to use a help desk to optimize their workflow. These courses can be paid or free and consist of various exercises that help reps become familiar with fundamental help desk features and common customer interactions. When a course is complete, reps receive credible certifications symbolizing their mastery of help desk software.
In this post, we'll list some of the best help desk certifications available for your customer service team in 2019.
Top Help Desk Certifications
Google IT Support
Udemy IT Help Desk Professional
Microsoft IT Support
HDI - CSR
1. HubSpot Academy
In addition to HubSpot's free help desk, HubSpot Academy offers free, online training that helps you get familiar with its customer service tools. The "Setting Up Your ServiceHub" course breaks down each tool in the ServiceHub suite and explains how your reps can use each feature to save time and automate functions. By having your reps complete this course, you'll be able to quickly and efficiently onboard your new help desk software without reaching out to customer support.
Even if you aren't using HubSpot's tools, you can complete their academy lessons for general customer service skills. For example, the "Customer Success and Account Health Checks" training teaches participants how to use help desk tools to monitor and manage customer relations. The skills taught in these lessons are applicable to any customer service team using help desk software.
2. ITIL Foundation
Axelos offers a popular ITIL Foundation training course teaching participants the basics of customer support and how to use help desk tools. ITIL shares the best practices that are used when providing IT services to consumers. This course explains each best practice and provides exercises that help service reps master the ITIL approach.
What's great about this course is that participants can choose to attend an in-person training session with an ITIL expert. These sessions last two days and provide a final exam at the end of the lessons. If there isn't a training nearby, you can self-study for the final exam using the ITIL Foundation book, offered both online and in hard copy.
3. Google IT Support
Google offers a Google IT Support course teaching customer support fundamentals to participants who may not have a background in IT or customer service. This online course is great for beginners just starting their careers and learning how to properly troubleshoot complex technical issues. The training includes interactive labs and reviewable assessments that help users understand universal troubleshooting steps.
One notable feature of this training is how Google incorporates customer testimonials within the lessons. Throughout the course, you'll hear from real Google users who have used this training to propel their careers to the next level. This motivates reps to complete the course because they see the tangible value of obtaining the certification.
4. CompTIA A+
CompTIA is an online training provider offering an array of career-building training programs. Its CompTIA A+ course is designed to teach participants the basic skills they'll need for an IT or customer service career. This includes a breakdown of the help desk tools they can expect to see when working in a support role.
CompTIA A+ also has a security lesson that teaches your reps how to properly handle sensitive information. It discusses some common threats most devices are exposed to and provides some best practices for securing valuable data. 92% of consumers expect your company to protect their information, and with this training, you can meet customer demand and differentiate your service team from competitors.
5. Udemy IT Help Desk Professional
Udemy's IT Help Desk Professional course is an advanced customer service training that teaches reps how to become help desk specialists. After covering basic troubleshooting fundamentals, this online course unpacks complex customer roadblocks that are common in an IT or customer support role. This includes installing operating systems, managing hardware, and analyzing applications for major operational flaws.
This course is formatted into a two-hour instructional video followed by a final exam. What's great about this setup is that you can access the video on a TV or mobile device. That way, participants can take the training home with them and complete it outside of work.
6. Microsoft IT Support
The Microsoft IT Support certification is a training program based on Microsoft's suite of products and applications. The course begins by breaking down the fundamentals of IT and customer support. Then, it goes into detail about how you can use Microsoft's tools to carry out different support functions. Similar to HubSpot's setup, this course helps Microsoft users onboard their help desk tools in a fast and reliable way.
Although you must pay for the course, the good news is you don't have to pay for the lessons that are specific to Microsoft products. If your team doesn't use Microsoft, you can pay for each lesson individually, rather than buying them together. This saves you money and saves your team from completing irrelevant training.
Network+ is a help desk training program provided by CompTIA. This course focuses on troubleshooting network issues affecting customer service tools like poor connections and network security. Since most help desk software operates through the internet, this training ensures your tools stay up and running in the event of a network malfunction.
The course begins with explaining network concepts and how technology, like wifi, works with your help desk tools. Then it breaks down the proper ways to handle network hardware and what to do if your network connection isn't up to par. Finally, the course concludes with a lesson in network security explaining what your reps can do to prevent a cyber-attack on your system.
HDI-CSR is an online, help desk course that's aimed at customer service reps. This training spends more time explaining the customer service aspect of help desks and how your reps can use these tools to enhance their soft skills in communication. For example, one lesson explains how your reps can use a ticketing system to manage customer requests and breaks down the steps needed to implement this process.
Like the ITIL Foundation program, this course also offers live classroom training that can be attended in person or online. They are six-hour sessions taught by experts in the customer service field.
If you're looking for more tools for your customer service team to use, read everything you need to know about a service desk
Originally published May 29, 2019 8:00:00 AM, updated December 16 2019