Đỗ Ngọc MinhIT Manager · Bệnh viện Nhiệt Đới
The course helps systematize existing knowledge and adds practical lessons that are useful for day-to-day IT management.”
Professional Helpdesk Skills
Standardize Helpdesk/Service Desk capabilities across service organization, support processes, SLAs, ticketing tools, communication, situation handling, and user experience.
Course Contents
1Course Overview
Helpdesk skills play a critical role in keeping an organization’s IT environment running smoothly. Helpdesk staff are often the first point of contact for technical issues, from software installation and hardware troubleshooting to supporting end users with applications and network systems. They not only help resolve incidents quickly but also contribute to a better user experience, improving productivity and customer satisfaction.
In addition, strong communication and problem-solving skills help Helpdesk staff build effective working relationships between IT and other departments across the organization.
Infochief Academy’s “Professional Helpdesk Skills” course helps learners build essential IT knowledge and strengthen communication, troubleshooting, time management, and information security skills. The course uses practical workplace scenarios to develop incident-handling capabilities and provides guidance on effective use of Helpdesk support tools, helping learners respond confidently to everyday technical challenges.
Delivery FormatIn-house
LevelIT Support Specialist
CertificationProfessional Helpdesk Skills
2Training Objectives
- Organize a professional Helpdesk team and its operations.
- Understand the roles and responsibilities of IT Helpdesk service support staff.
- Understand IT service delivery processes and the skills required to support agreed service levels (SLAs).
- Use appropriate Helpdesk tools to support internal and external customers effectively.
- Develop core skills in listening, communication, and supporting customers by phone.
- Apply problem-solving techniques when supporting difficult customers.
- Design support documentation for end users and internal customers.
- Coordinate support activities and collaborate effectively within a support team.
- Assign tasks appropriately across team members and Level 2 support.
- Manage high-pressure daily support workloads effectively.
3Target Participants
i. Helpdesk / Service Desk teams
ii. IT departments
iii. Technical Support teams
iv. Customer Support teams
v. Call center/ Contact center
vi. Customer Service teams
4Course Content
PART 01:ORGANIZING A PROFESSIONAL IT HELPDESK
- IT Service Support Organizational Models
- IT Service Description - Service Catalog
- Service Level Agreement (SLA)
- Training IT Helpdesk / Service Desk Staff
- Four Stages of Support Service Improvement
- Evaluating Helpdesk Performance KPIs
- Helpdesk Reporting System
- Practice: Design a Helpdesk Organization
PART 02:DEVELOPING USER SUPPORT PROCESSES AND PROCEDURES
- IT Service Design Principles
- Support Tier Structure
- Roles and Responsibilities by Support Level
- Operating the Service Request Process
- Operating the Incident Management Process
- Operating the Problem Management Process
- Essential Support Procedures
- Evaluate and Improve Support Processes
- Practice: Build a Helpdesk Process
PART 03:ASSIGNING AND EVALUATING SUPPORT STAFF
- Define Helpdesk Objectives within the IT Organization
- Key Components Required for Helpdesk Operations
- Typical Daily Helpdesk Activities
- Manage User Asset Inventories
- The Helpdesk “Can-do” Attitude
- Understand User Needs
- Manage User Satisfaction after Support
- Assess Helpdesk Staff Capabilities
- Practice: Assign and Evaluate Helpdesk Work
PART 04:PROACTIVE IT MAINTENANCE SCHEDULING
- Physical Maintenance of Computers and IT Peripherals
- Network Equipment Maintenance
- Application Software Maintenance
- Operating System Maintenance
- Data Maintenance and Virus Scanning
- Database Maintenance
- Practice: Build a Comprehensive IT Maintenance Schedule
PART 05:ESSENTIAL SUPPORT TOOLS
- IT Incident Logging Tools
- Problem-solving Tools (RCA)
- Solution Knowledge Tools (KB / FAQ)
- End-user Survey and Assessment Tools
- Ticket Management Software
- Network and Computer Monitoring Software
- Automated Email Response Scripts
- Practice: Use Helpdesk Tools
PART 06:HELPDESK TELEPHONE COMMUNICATION SKILLS
- Helpdesk Call-handling Procedures
- Helpdesk Greeting Etiquette
- Telephone Support Skills
- Language to Avoid during Support Interactions
- Non-verbal Communication in Support
- Handling Difficult Customer Situations
- Staying Calm under Pressure
- Practice: Helpdesk Telephone Skills
5Training Methodology
30% theory – 70% practice. The instructor presents the knowledge framework concisely, followed by discussions, case studies, self-assessments, scenario-based exercises, and action planning to strengthen workplace application.
6Class Information & Enrollment
Upcoming Public Training Schedule
| Expected Start Date | Schedule | Class Hours | Location | Tuition Fee | Early-bird Fee | Enroll |
|---|---|---|---|---|---|---|
| --/--/---- | Saturday – Sunday | 08:30 – 16:30 | Ho Chi Minh City | 6.500.000 VND | 5.500.000 VND | Enroll |
| --/--/---- | Monday – Friday | 18:00 – 21:30 | Hanoi | 6.500.000 VND | 5.500.000 VND | Enroll |
Note: The early-bird fee applies when tuition is paid at least 15 days before the course start date. Learners may register to attend the first session on a trial basis; Infochief will confirm the official schedule with registered learners before the course begins.
Total Training Duration: 2 days / 4 sessions.
Total Training Duration: 2 days / 4 sessions.
In-house Training
| Duration | Class Size | Tuition Fee |
|---|---|---|
| 2 days / 4 sessions | Up to 35 learners per class. | VND 48,500,000 per class delivered at the company’s office. |
7Learning Materials & Certification
Infochief Course Materials
Vietnamese course materials for each module, English reference materials, and sample practical exercises.
IT Templates & Toolkits
Forms, Checklists, Templates, Scorecards, Procedures, Flowcharts, Guidance, Samples, Rules, Policies, Questionnaires, Assessments, and Comparison Charts.
Explore the Toolkits →
Professional Helpdesk Skills
Learners who complete the full program and all end-of-course requirements will receive a “Professional Helpdesk Skills” certificate from Infochief Academy.
Certification Information →8Learner Testimonials
Lương KhánhIT Deputy Manager · OCB
The modules closely reflect the needs of IT managers; discussions, real-world scenarios, and the final project strengthen practical application.”
Lê Phi NhiênIT Manager · ALTUS
The highly practical content, open learning environment, and professional peer community provide a strong foundation for long-term management capability development.”
Nguyễn Xuân VinhIT Manager · BIO-PHARMACHEMIE
The content focuses on the issues IT Managers need most, while expanding opportunities to learn from experience and connect with the professional community.”
9Featured Clients
Completion of the Professional Helpdesk Skills Level 1 course for CMC Integration – Saigon.
Completion of the Professional Helpdesk Skills course for the IT Support Center of Techcombank Vietnam.
IT Service Management training for the IT Department of an international school in Ho Chi Minh City.
Completion of the IT Management and Operations course delivered at Cam Ranh International Terminal JSC, Cam Ranh City.
Completion of the Professional IT Management Skills course for the IT Department of the Vietnam Australia International School system in Ho Chi Minh City.
IT Operations Administration training for the IT Center of Hai Phong Port.