Unsolved Help Desk Training

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I have some new (and young) employees that are struggling with phone etiquette and some of the basic troubleshooting techniques that is needed for phone support. Is there a course or track I can enroll them in to assist with these skills? I understand this is a VERY broad question but I need to start somewhere. One thing to mention is that we primarily support Macs. There is great value in the Microsoft courses also but Id like to drive home the Apple platform if possible.

I look forward to any help in this.

@ryan-white-0,

Check out our current offering for macOS that will give you the lay of the land for mac this course was based around the older ACSP (Apple Certified Support Professional).

The true gold standard requirement for most shops will be CompTIA A+--like a college survey course of the world IT and support.

If your team is newer to IT, you may want to checkout the CompTIA ITF+ course. This is more like an introductory survey of IT skills used across the industry from application support to seeing some basic skills in database and even programming.

Hi @Ronnie-Wong , really great courses and I currently have them going through all of these. Is there a course (provided by ITPRO.TV or other) that helps people with phone skills and the nuances of tech support via phone? I do add to their "New hire list of courses" Course: People Skills for IT Professionals which helps out a lot. Maybe looking for next level on this

Thank you for all your help

@ryan-white-0,

we do not have that but having said that. Please feel free to make a course request through the chat bubble on our site. This will get it logged officially and the request to the right department to look into it.