Helpdesk Practice Exam

About Helpdesk
A help desk is a resource intended to provide the customer or end user with information and support related to a company's or institution's products and services.

Helpdesks offer features to provide context and insight into customer experiences and also provides internal features to benchmark the performance of your support team and ensure that your team is truly the cream of the crop. Helpdesk tools are one of the most integral tools when it comes to supporting a customer base successfully.

Helpdesk systems bring everyone’s interactions into one interface and allow different conversations to be cross-referenced and used for more context in the customer experience. It also allows for use of features such as categorization and automation as a means to keep track of what kinds of issues your customers are experiencing.

A helpdesk tool helps create organization out of chaos by keeping your ticket process clean and giving your agents the tools that they need to best do their job.

Why is Helpdesk important?
The benefits of an a help desk are:
•    Builds Trust -  Offering exceptional customer service helps build customer’s trust and creates loyalty, and a loyal customer will always sticks with its associated business/company.
•    Builds Brand Awareness - Offering good service to customers equals to exceptional customer experience and loyalty.
•    Handling Customer Queries - Without a competent helpdesk services in place for your business solving customer queries on time and quick is difficult.
•    Attracts New Customers - Old customers receiving good service acts as a stepping stone to rope in new customers who are looking for better service over anything.
•    Customer Satisfaction - A good help desk improves customer satisfaction if it is actively responsive, consistently assists users, and goes the extra mile in service delivery of technical support.

Skills Needed for Helpdesk

Help desk require specific skill set to succeed. Professionals should have following skills

• Be Customers Focused
• Have Empathy to understand issue being faced by customer
• Be Analytical to address issue faced by customer
• Ability to be calm and work well under pressure.

Who should take the Helpdesk Exam?
•    Sales professionals
•    Business owners
•    Entrepreneurs
•    Innovators
•    Anyone who wants to assess their skills
•    Sales managers and senior executives
•    Recruitment consultants
•    Professionals working in outsourced companies responsible for sales
•    Any professional with skills and knowledge on back office
•    Anyone interested in the management of contracts
•    Anyone who wants to learn the skills required to address contract management
•    Individuals who encounters contracts within their day-to-day job
•    Students
•    Newcomers to the industry

Helpdesk Practice Exam Objectives

Helpdesk exam focuses on assessing your skills and knowledge in design, development and management of Helpdesk for the organization.

Helpdesk Practice Exam Pre-requisite

There are no prerequisites for the Helpdesk exam. Candidate should be well versed  in Helpdesk operations, customer handling and personal skills to clear the exam.

Helpdesk Certification Course Outline

1. Customer Service
1.1 Who is Customer
1.2 Customer Service Basics

2. Customer Handling
2.1 Understanding Customer Behaviour
2.2 Customers Expectations
2.3 Building Customer Relationship

3. Customer Expectations
3.1 What is customer expectations
3.2 Why customer expectations
3.3 Types of Expectations
3.4 Expectations Model
3.5 Managing Expectations
3.6 Customer Latest Expectations
3.7 Getting Customer Feedback
3.8 Handling Customer Expectations

4. Customer Needs
4.1 Consumer Need
4.2 Understanding Customer Needs
4.3 Hulls Drives Reduction Theory
4.4 Maslow’s Hierarchy of Needs
4.5 McClelland’s Three Needs Theory
4.6 Consumer Motivation Concept
4.7 Values
4.8 Means - End Chain Model

5. Customers Listening and Tools
5.1 Customer Complaints
5.2 Complaint Barriers
5.3 Customer Journey Mapping (CJM)
5.4 Voice Of the Customer
5.5 Benchmarking
5.6 Business Performance Measures

6. Developing skills
6.1 Skills Development
6.2 Public Speaking
6.3 Personality Development
6.4 Self Grooming Tips
6.5 Positive Attitude
6.6 Different Negativities
6.7 Steps to Be Positive
6.8 Positive Behaviour
6.9 Traits for Positive Behaviour
6.10 Behaviour for Successful Sale Person
6.11 Listening skills
6.12 Vocal Skills

7. Hardware Troubleshooting
7.1 Hardware Components
7.2 Ports
7.3 Storage device Troubleshooting
7.4 Keyboard Troubleshooting
7.5 Keyboard Maintenance
7.6 Mouse Troubleshooting
7.7 Mouse Maintenance
7.8 Monitor Troubleshooting
7.9 Troubleshoot Monitor
7.10 Printer Troubleshooting
7.11 Printer Maintenance

8. Operating System
8.1 Introduction
8.2 File and Directory
8.3 Using Commands
8.4 Introduction to simple batch files
8.5 Windows XP Setup
8.6 Windows User interface
8.7 File and Folder Management
8.8 Windows  configuration
8.9 Windows Accessories
8.10 Windows Management
8.11 Optimizing Windows
8.12 Windows Troubleshooting
8.13 Restore Windows

9. Networking Basics
9.1 What is a network?
9.2 Types of Networks
9.3 Network Devices
9.4 Internet Connectivity Options
9.5 Network Cabling and Connectors
9.6 IPv4
9.7 TCP/IP Protocols and Ports
9.8 Configuring IPv4 Steps
9.9 IPv6
9.10 Network Troubleshooting
9.11 Command-Line Tools

Exam Format and Information
Certification name – Helpdesk Certification
Exam duration – 60 minutes
Exam type - Multiple Choice Questions
Eligibility / pre-requisite - None
Exam language - English
Exam format - Online
Passing score - 25
Exam Fees  - INR 1199