IT & Technical Support Guide to Helpdesk, Desktop & Servers

IT & Technical Support Guide to Helpdesk, Desktop & Servers

IT & Technical Support Guide to Helpdesk, Desktop & Servers

Learn how the different levels of IT technical support work, from service desk to infrastructure and server support

Language: english

Note: 4.3/5 (1,070 notes) 15,923 students

Instructor(s): John Courtenay

Last update: 2020-06-02

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

 

Requirements

  • To have a basic understanding of using a computer, i.e. home use

 

Description

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

 

Course content

  • Introduction
    • Introduction
    • Levels of IT Support
  • Service Level Agreements (SLAs) & Data Protection
    • Service Level Agreements (SLAs)
    • Data Protection
  • Assessing User Ability & Password Security
    • Assessing User Ability
    • Password Security
  • User Self-Help (Level 0) & Service Desk (Level 1)
    • User Self-Help Solutions (Level 0)
    • Service Desk Overview (Level 1)
    • Escalations & Priority Exceptions
  • Desktop Support (Level 2)
    • Desktop Support Overview
    • Building Contacts
    • Ad-hoc Requests
  • Infrastructure, Server & Networks (Level 3) & Third Parties (Level 4)
    • Infrastructure, Server & Networks (Level 3) Overview
    • Long-term Projects
    • Third Parties

 

Time remaining or 64 enrolls left

 

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