Helpdesk specialists are the front-line support for end users. It is essential that specialists are properly trained to effectively support users. To do this, they must be fully trained in a wide variety of areas. Gomm (2005) suggests that helpdesk specialists leave their jobs due to lack of opportunities and training. In this article, I will offer a training guide that will support help desk specialists in the areas of personal and IT security, communication skills, problem solving and incident response, and procedures collection and analysis of computer evidence. Gomm (2005) reports that, based on research of 1,000 helpdesk specialists, an alarming 66% have no information technology (IT) qualifications, and 33% have no received no computer training in the last 12 months. These results lead helpdesk specialists to leave their jobs. By implementing a training program, as outlined in this document, specialists will be better prepared for their job roles and may be less likely to seek to change jobs. The first point of attention of help desk specialists when responding to any incident is personal safety. people around. Only once people are safe should the specialist think about the computer system. To ensure adequate safety, the specialist must ensure that the work area is clean and well ventilated, as well as ensure that no cords or wires pass through any walkways. It is also important to have Class C fire extinguishers in the event of an electrical fire. When working with computer systems, the help desk specialist must be aware of potential dangers, as well as the possibility of damaging computer components and himself..... . middle of paper ......e appropriate evidence, and proceed to assess the situation, analyze the data, save the contents of the system memory, clone or create a image of the hard drive and document everything. Having an efficient and well-managed helpdesk team requires specialists to be properly trained. The training I described in this article will help specialists perform their jobs more competently, thereby leading to increased customer satisfaction and increased safety in the workplace. While not all incidents can be prevented, with the proper training, first responders can ensure that the incident is properly handled and documented in a way that will benefit the organization in the future. Having a training program that covers all aspects of helpdesk specialists' work will have a huge impact on their job satisfaction and job performance..