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ANC-INT1120.AB1
INT1120: Customer Service Help Desk Concepts
- Practice in 13 Hands-On Labs — nothing to install
- 5 Interactive Lessons and 36 topics mapped to the official exam objectives
- 88 Practice Test Questions
Self-paced · 1 year access
13 Hands-On LiveLabs
Practice real IT tasks in guided environments.
- Real environments
- Auto-graded
- No installation
5Interactive Lessons
36Topics
13LiveLab
88Practice Test Questions
309Flashcards
309Glossary of terms
01 / Lessons & labs
See exactly what you will learn and practice
Lessons
5 Interactive Lessons · 36 topics01 Help Desk Support Roles and Communication Skills 8 topics · 3 LiveLab +
- Understanding the Support Center
- The Role of the Help Desk Professional
- Understanding Users
- Typical Incident Process
- Elements of Communication
- Recognizing Communication Barriers
- Comparing Different Communication Methods
- Handling Difficult Situations
3 LiveLab in this lesson — see the labs panel →
02 Personal and Technical Skills 8 topics · 1 LiveLab +
- Recognizing the Value of Attitude
- Managing Stress
- Managing Your Time
- Managing Your Career
- Working with Personal Computers
- Working with Networks
- Working with Mobile Devices
- Understanding the Product
1 LiveLab in this lesson — see the labs panel →
03 Security and Troubleshooting Skills 6 topics · 4 LiveLab +
- Protecting IT Resources
- Understanding Malware
- Managing Risk
- Recognizing Key Troubleshooting Steps
- Following Standard Operating Procedures (SOPs)
- Understanding Problem-Solving Skills
4 LiveLab in this lesson — see the labs panel →
04 Writing and Training Skills 7 topics · 2 LiveLab +
- Comparing Writing Styles
- Understanding Technical Writing
- Writing for Customers
- Writing for Internal Personnel
- Effective Training Skills
- Steps Involved in Training
- One-on-One Training vs. Group Training
2 LiveLab in this lesson — see the labs panel →
05 Business skills and Calculating Value 7 topics · 3 LiveLab +
- Reviewing Core Business Skills
- Shaping the Business
- Aligning the Business
- Understanding ITIL
- Calculating Value with Performance Metrics
- Identifying Help Desk Costs
- Creating a Cost Benefit Analysis (CBA)
3 LiveLab in this lesson — see the labs panel →
Hands-On Labs Our edge
13 LiveLabs- Discussion on body language
- Indicate if each of the given statements about the elements of communication is true or false.
- Discussion on difficult situations
- Indicate if each of the given statements about managing stress is true or false.
- Indicate if each of the given statements about business availability is true or false.
- Indicate if each of the given statements about malwares is true or false.
- Discussion on threats and attacks
- Indicate if each of the given statements about identifying a problem is true or false.
- Indicate if each of the given statements about the frequently asked questions is true or false.
- Discussion on training skills and techniques
- Indicate if each of the given statements about ITIL/ITL is true or false.
- Indicate if each of the given statements about the performance metrics is true or false.
- Discussion on customer service benefits
Labs run in your browser — nothing to install.
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Prepare for INT1120: Customer Service Help Desk Concepts
One-time payment. Full access for 1 year. Start with a free trial if you want to look around first.
- 1 year of full access
- 13 LiveLab included
- Certificate of completion
No credit card required