IT help desk specialists need technical knowledge and strong customer service skills to be able to successfully resolve issues. Improve how you perform system administration and maintenance while also enhancing your skills in communication, time management, conflict resolution, and teamwork.
Advance your skills in resolving hardware and software issues.
Learn how to prepare for certification.
Enhance your communication skills for successful interactions.
Learn how to keep Windows 10 in tiptop shape. Windows 10 Administration is designed for IT professionals who want to keep their Windows maintenance skills sharp, and new Windows administrators who want to prepare for a job in IT.
1h 58m • COURSE
Windows 10: Manage and Maintain Windows 10 with Joli Ballew
Extend the life of your PCs by learning how to perform basic management and maintenance of Windows 10. Learn how to monitor events and performance, back up and recover Windows 10, and configure authorization and authentication.
2h 29m • COURSE
Learning PC Maintenance and Performance with Dan Gookin
Learn how to maintain and optimize the performance of your PC. Make sure your system is running at its peak by adjusting Windows security settings, backup and recovery options, and updates.
51m 50s • COURSE
Troubleshooting Common PC Issues for Users with Dan Gookin
If people rely on you to diagnose and fix their computer issues, this course was designed to help you help them. Learn how to troubleshoot a range of hardware, software, and network issues.
1h 58m • COURSE
CompTIA A+ Cert Prep (220-901 and 220-902): The Basics with Mike Meyers
Get an overview of the CompTIA A+ exam prep process. Learn what each exam covers and how A+ certification benefits you.
35m 50s • COURSE
Innovative Customer Service Techniques with Jeff Toister
Learn how to influence customer perceptions, enhance your "service sense," and build teamwork in order to exceed customer expectations.
44m 49s • COURSE
Communication Foundations (2013) with John Ullmen
Effective communication is more than what you say. Learn to overcome anxiety, improve your listening ability, hone your message, and deliver it better.
2h 5m • COURSE
Writing Customer Service Emails with Leslie O'Flahavan
Want to write excellent customer service email? Learn the traits your emails must have, so that your written communications provide answers, build rapport, and prevent write-backs.
1h 6m • COURSE
Phone-Based Customer Service with Jeff Toister
Customer service expert Jeff Toister helps you identify and address the unique challenges posed by serving customers over the phone.
52m 10s • COURSE
Time Management Fundamentals with Dave Crenshaw
Get time management strategies to stay organized, keep a clear mind, and be more productive—in work and life.
2h 53m • COURSE
Decision-Making Strategies with Mike Figliuolo
Learn how to make better business decisions faster, incur less risk, and gain support for your decisions.
47m 52s • COURSE
Teamwork Foundations with Chris Croft
Management trainer Chris Croft discusses the qualities of great teams and what you can do to be an effective team member.
1h 16m • COURSE
Conflict Resolution Foundations with Lisa Gates
Discover how to improve your relationships with your coworkers, clients, employees, and supervisors and find your way through conflict back to cooperation.
51m 13s • COURSE
IT Service Desk: Customer Service Fundamentals with Fancy Mills-Knebel
Learn tools, techniques, and strategies you can implement to elevate the quality of customer service you provide in your IT service desk role.
1h 51m • COURSE
Advance your IT Help Desk skills with these authors
Martin Guidry is a Microsoft Certified Trainer and an authority on topics such as SQL Server and SharePoint.
Martin has over 3,000 hours of classroom experience teaching over 600 students, and he has passed 46 Microsoft Certification exams, which prompted Microsoft to hire him to write future exams. A native of Carencro, Louisiana, Martin earned a bachelor's degree from University of Louisiana, where he pursued graduate work in computer science. Martin has done freelance consulting in software development and database design since 1997.
Joli Ballew is a Windows Desktop Experience MVP, a technology trainer, and a writer.
Joli holds several certifications, including CompTIA A+, MCSE, MCDST, MCT, and MCTS: Office Project 2007 and Windows 7, Configuring. She has written over 50 books for Microsoft's Windows XP Expert Zone, over 400 articles for Bright Hub, and textbooks for Microsoft's MCDST certification and the MCTS: Managing Projects with Microsoft Office Project 2007 certification. Joli has created training videos for KeyStone Learning, and teaches computer classes at Brookhaven College and Collin College. She is also the Microsoft IT Academy coordinator at Brookhaven College. In her free time, she enjoys yoga, yard work, and teaching her cats, Pico and Lucy, new tricks. Find her books at her Amazon.com author page, or visit her website for more information.
Dan Gookin is the author of more than 120 titles. He has been writing about technology for over 20 years.
Dan combines his love of writing with his gizmo fascination to create books that are informative, entertaining, and not boring. Because his 120 titles titles have 12 million copies in print that have been translated into over 30 languages, Dan can attest that his method of crafting computer tomes seems to work.
Perhaps his most famous title is the original DOS For Dummies, published in 1991. It became the world's fastest-selling computer book, at one time moving more copies per week than the New York Times #1 bestseller (though as a reference, it could not be listed on the NYT Bestseller list). From that book spawned the entire line of For Dummies books, which remains a publishing phenomena to this day.
Dan's most popular titles include PCs For Dummies, Word For Dummies, Laptops For Dummies, and Droid X For Dummies. He also maintains the vast and helpful website, www.wambooli.com.
Dan holds a degree in communications/visual arts from the University of California, San Diego. Presently, he lives in the Pacific Northwest, where he enjoys spending time with his sons playing video games inside while they watch the gentle woods of Idaho.
Mike Meyers is the industry's leading authority on CompTIA certifications, and founder of Total Seminars, LLC.
Total Seminars is a major provider of PC and network repair seminars for thousands of organizations throughout the world, and a member of CompTIA. He can be found at his website at www.totalsem.com, and on Twitter @desweds.
Jeff Toister is an author, consultant, and trainer who helps customer service teams unlock their hidden potential.
He is president of Toister Performance Solutions, Inc., a consulting firm that helps companies improve customer service. Jeff has appeared on numerous lists of top customer service experts including Global Gurus' World's Top 30 Customer Service Professionals, ICMI's Top 50 Thought Leaders to Follow on Twitter, and HDI's Top 25 Thought Leaders in Technical Support and Service Management.
Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service, a practical guide that helps leaders develop customer-focused cultures in their organizations. The book draws upon profiles of successful companies, shares cutting-edge research, and provides practical tools.
He is also a nationally recognized employee training expert, and was one of the first people to receive the Certified Professional in Learning and Performance certification from the Association for Talent Development. In 2015, Jeff was awarded the CPLP Contributor Award by ATD for his numerous contributions to the program. He is a past president of ATD's San Diego chapter, where he was a recipient of the WillaMae M. Heitman Award for distinguished service.
Jeff lives in California and serves clients throughout the United States.
Dr. John Ullmen is an executive coach and professor at the UCLA Anderson School of Management.
John Ullmen, PhD, is an internationally acclaimed executive coach who oversees MotivationRules.com and is on faculty at the UCLA Anderson School of Management, where his course on interpersonal communication was voted by students as one of the "top 10" experiences in their graduate program.
Dr. Ullmen is a frequent keynote speaker on how to influence for results without resorting to authority or relying on rewards and penalties. His most recent book, Real Influence: Persuade without Pushing and Gain without Giving In (Amacom, 2013), coauthored with Mark Goulston, is in print in many languages, and was chosen as one of the 30 Best Books in Business for 2013 by Soundview Executive Book Summaries.
Spanning a wide range of industries, his clients include industry leaders such as Apple, Bain & Co., Cisco, Deloitte, Disney, Genentech, Frito-Lay, Johnson & Johnson, Merrill Lynch, NASA, Nike, Oreck, Raytheon, St. Jude Children's Research Hospital, UBS, Verizon, Yamaha, and many others.
Dr. Ullmen also works with senior leadership teams, and one of the programs he created for a leading global firm was featured in a Harvard Business School case study on successful strategic and human capital change.
He received a BS from the U.S. Air Force Academy, a Master in Public Policy from Harvard University, and a PhD in organizational behavior from UCLA. He began his career as an officer in the U.S. Air Force, where he served in a global top-secret intelligence program and later at the U.S. Air Force Academy's Center for Character and Leadership Development.
Leslie O'Flahavan is an online writing expert who specializes in helping organizations improve the quality of customer service responses.
Leslie helps employees improve the quality of the email, chat, and social media messages they send to customers. Leslie develops and teaches hands-on, practical, high-energy writing courses that help people do their jobs: write useful, readable web content; publish e-newsletters; repurpose content for multichannel publishing; and write plain language documents readers can use.
Dave Crenshaw is an author and leadership coach who has been featured in Time and USA Today.
Dave Crenshaw is the master of building productive leaders. He has appeared in Time magazine, USA Today, Fast Company, and the BBC News. His courses on LinkedIn Learning have received millions of views. He has written four books and counting, including The Myth of Multitasking: How "Doing It All" Gets Nothing Done, which was published in six languages and is a time management bestseller. As an author, speaker, and online instructor, Dave has transformed hundreds of thousands of business leaders worldwide. Find out more at DaveCrenshaw.com.
Mike Figliuolo is founder and managing director of thoughtLEADERS, LLC, a professional services training firm.
He is a nationally recognized speaker and blogger on the topics of leadership, communications, decision-making, problem solving, and other critical business skills. An honor graduate from West Point, Mike served in the US Army as a combat arms officer. Before founding his own company, he was an assistant professor at Duke University, a consultant at McKinsey & Company, and an executive at Capital One and Scotts Miracle-Gro. He is the author of One Piece of Paper: The Simple Approach to Powerful, Personal Leadership (www.onepieceofpaper.com), Lead Inside the Box: How Smart Leaders Guide Their Teams to Exceptional Results (www.leadinsidethebox.com), and The Elegant Pitch: Create a Compelling Recommendation, Build Broad Support, and Get it Approved (www.elegantpitch.com). Mike's blog and the programs he teaches can be found at www.thoughtleadersllc.com.
Lecturer turned thought leader Chris Croft has trained 80,000+ people in project management and leadership.
Chris has also provided instruction on time management and negotiation, and has trained six million people on Lynda.com and LinkedIn Learning. He comes from an operations background, having earned an engineering degree from Cambridge, qualified as a chartered engineer, and worked as a senior manager in manufacturing for 10 years. He earned an MBA and worked as a university lecturer at Bournemouth University Business School for four years before starting his own training company in 1992. Since then, he has been in constant demand as a speaker, and his free email tips are sent to over 20,000 people.
His website, www.chriscroft.co.uk, offers a free email tip of the month, a wide-ranging and unusual blog, and free instant guides. Chris has also created numerous free iPhone and Android apps, notably his Jobs To Do app and his Daily Happiness Tips app.
Lisa Gates is a negotiation consultant and executive coach who helps high-potential individuals negotiate powerful livelihoods. As cofounder of She Negotiates, she also designs training that help businesses and organizations empower women, on topics such as negotiation, conflict resolution, and the art of coaching in the workplace. She has been a frequent contributor to Forbes Woman, The Daily Muse, and LinkedIn, and the work of She Negotiates has been featured on NPR and CNN, and in The New York Times, Wall Street Journal, More Magazine, and Real Simple, among other publications.
Fancy Mills has 20 years of experience specializing in training, consulting, recruiting, and workforce management.
Fancy's experience focused in the technical support and contact center industries. As a Certified Workforce Manager, she has assisted companies in developing staffing and workforce management best practices and standard operating procedures. As a corporate trainer since 2000, she has certified thousands of support professionals, managers, directors, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum and training for Fortune 500 companies in the areas of process improvement, quality management, customer service, presentation, communication, and time management skills. Fancy has also served as a session speaker for various industry conferences and events such as Fusion, HDI, and ATD.