Service Desk and Technical Support
Running a service desk: tickets, prioritizing, communicating with users, remote support, knowledge articles and customer satisfaction.
ITSM-101 Year 1 3 credits 12 lessons planned ▶ Video lessons coming soon
Offered by HSM University · IT Foundations
Course content
- 1The role of the service deskComing
- 2Ticketing systems and the ticket life cycleComing
- 3Logging and categorizing requestsComing
- 4Impact, urgency and priorityComing
- 5Communicating with usersComing
- 6Remote support tools and etiquetteComing
- 7Escalation and working with other teamsComing
- 8Writing knowledge articlesComing
- 9Supporting accounts, devices and common applicationsComing
- 10Measuring service: first contact resolution and satisfactionComing
- 11Handling difficult calls and stressComing
- 12Capstone: a week of ticketsComing
Requirements
Recommended background. You can start any course at any time.
Description
Running a service desk: tickets, prioritizing, communicating with users, remote support, knowledge articles and customer satisfaction.
Part of the Information Technology stream, typically taken in year 1.