Help Desk Hero

Service desk training.

Tutorial and cheat sheet

Help Desk Hero is practice for customer service and computer work. You play a service desk agent. A customer needs something and you sort it out.

Shifts and steps

A shift is one practice session. It opens with a briefing, then you work through the queue. Most of the queue is calls: one customer from start to finish. Each thing you answer is a step. You end with a shift report and your score. Pick a shift from the Work desk page.

Scenario Practice: one customer, start to finish

Scenario Practice runs one customer's steps in the order a real call does. You greet them, look up what you need, check the policy and reply.

Answering a step

A step can ask you to:

Some steps keep the information on a separate page. Read it, then come back with your browser's Back command or the "Back to your call" link. Your typing is kept. If your answer is wrong you usually get another try.

Help changes as you improve

At first a step spells out what to do. As you get stronger it gives you only the goal, and later only the situation. Answering correctly without help earns the top result. Speed adds a small bonus.

Mock calls

Some shifts include a live call: a customer played by the computer, who you answer by typing or speaking. You can also practice calls on their own from the Mock call link. Your calls are saved for your instructor to read.

Shift report

At the end you write a short handover for the next person on the desk: what the problem was and what you did. A second box asks what was easy and what was hard. Both have an "I don't know" button. Assessments end the same way.

Placement check

The Placement check sets your starting level. Nothing in it counts towards your score.

Where to find things

Next: pick a shift from the Work desk page.