Insiders Guide to Helpdesk, Desktop & Server Support

Insiders Guide to Helpdesk, Desktop & Server Support

What you’ll learn
  • The different levels of IT support and how they relate to each other
  • Service Level Agreements (SLAs) and how they are applied in real-world situations
  • How to set a secure password
  • Assessing user ability when dealing with incoming service requests
  • To have a basic understanding of using a computer, i.e. home use

On this course, you will learn how the different levels of IT technical support work, topics include the following:

* Service Level Agreements (SLAs)

* Data Protection

* Assessing User Ability

* How to ensure passwords are secure

* Ticket escalations and priority exceptions

Also included on this course are some insider tips, such as how to build useful contacts within your company when you’re working at desktop support level. Although this is possible at any level, I’ve found this be easiest at level 2 as you are more likely to move around to fix issues.

Who this course is for:
  • Anyone who has just started out in IT or is considering a career in this field

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