Your technicians are brilliant at IT.
Now make them brilliant with people too.

Join 5,000+ already certified

VIDEO PROGRAM | CERTIFICATION | BOOK

Helpdesk Habits is a customer service training program and certification, specifically developed for solo IT pros, MSPs and corporate service desks.

It’s perfect for onboarding recruits or transforming teams with room for improvement. Attract, retain and grow your agents & customers.

“I think this will be the best training for soft-skills
that we will ever find.” – Olrik Lenstra, Lenex IT, The Netherlands

Is this you?

  You’re a helpdesk manager or business owner who is looking for the right way to develop your team’s soft skills

  You know that a one off training hit won’t have a long term effect on your team

  Your team of technical experts needs guidance on how to be remarkable when interacting with customers

  You know that customer service should be a feature of your business, but at the moment it’s an overhead

  You’d like to create deeper relationships and retain more customers

In an AI world, humans matter more than ever…

AI is changing how MSPs and service desks operate. But here’s what it can’t do: build trust with a frustrated client, defuse a difficult conversation, or make someone feel genuinely heard.

In a world where more of the routine work gets automated, the human moments become the ones that actually define your reputation.

The technicians who thrive won’t just be the ones who know the tools – they’ll be the ones who know how to connect.

Get that right, and four things happen naturally: clients refer you, recommend you, review you – and renew with you.

That’s what Helpdesk Habits has always been about. And it’s never been more relevant.

Mark Copeman created Helpdesk Habits to improve customer service
in the IT industry

Mark’s mission is simple: make remarkable customer service the norm in IT. With 5,000+ certified technicians, he’s well on his way.

Helpdesk / service desk technicians and engineers are highly skilled in IT. Why? Because they’ve been trained and have practiced their art.

These same people are typically less skilled at dealing with customers and developing relationships. Why? Because they’ve likely never been trained or practiced that art – they’ve never been shown the way.

The Helpdesk Habits program shows the way and puts a focus on that underrated, yet incredibly important ‘EQ’.

“I’m only on Module 1 of Helpdesk Habits and I love this dude. Great points – just in the intro” – CFO, Smart Dolphins (MSP)

Another happy Helpdesk Habits customer

(Watch Andrew’s full interview here.)

What’s in it for your technicians?

  • Stop dreading difficult customers – learn to handle them with confidence
  • Build real empathy and communication skills, not just technical ones
  • Hit the ground running from day one – perfect for new recruits getting up to speed fast
  • Earn a certification that proves you’re remarkable at your job – not just good at fixing things
  • Develop habits that stick, not skills you forget a week after training
  • Get recognised and rewarded for the way you treat people, not just the tickets you close

What’s in it for managers / owners?

  • Stop losing clients over communication failures that had nothing to do with the technology
  • Give your team a single, flexible resource they’ll actually engage with – not a PDF they’ll ignore
  • Use it as a focal point in 1:1s – it gives you something concrete to coach around
  • Retain your best people by showing them you invest in their growth
  • Turn customer service from a cost and an overhead into a genuine differentiator
  • Watch your CSAT scores, retention and referrals move in the right direction

Get involved – choose an option below.

Online training & certification

The Helpdesk Habits video training program & certification is at the core of the service. Program access for 12 months.

  ~5 hours of HD video, across 61 modules 

  70+ desktop wallpapers & resources to reinforce

  Access to the “Useful helpdesk phrases” swipe file

  Managers can track team member progress

  Take the certification exam, following completion

  “Boxset binge,” option to onboard new recruits

Start watching & find out more

Paperback & Kindle book

First published in Jan 2019 and based on Mark’s experiences at Customer Thermometer and beyond. The book has now been read by 1000’s and is available for sale in your country’s Amazon store. You can also buy direct – we now ship signed copies to mainland Europe, Australia and New Zealand.

  Paperback version available on Amazon

  Kindle version available on Amazon

  Customised vendor versions available 

Find out more & buy

Frequently asked questions

Everything you need to know before getting started.

About the program

What exactly is Helpdesk Habits? +
How is this different from generic customer service training? +
How long does it take to complete? +

About the certification

What does the certification involve? +
Is the certification recognised externally? +
Where can I see what other customers say about it? +

Practical questions

We're a small MSP - is this really for us? +
Can I try it before buying? +
How does team management work? +
What happens after 12 months? +
Is it possible to do something bespoke - custom modules, licensing or bulk users? +
Can I talk to someone about whether this is right for us? +

Delivering Helpdesk Habits content in partnership with vendors too

Get in touch if you’d like to create compelling content for your channel partners. Or, book Mark to speak at your event..