To assist an individual seeking employment as a Help Desk manager, this program aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform.

This program does assume the reader already has some technical knowledge that will be utilized in a Help Desk role. The focus of the program is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed.