IT & Technical Support Guide to Helpdesk, Desktop & Servers
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
Instructor
![John Courtenay](data:image/svg+xml,%3Csvg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 64 64"%3E%3C/svg%3E){kind=avatar}
- 4.0 Instructor Rating
- 8,529 Reviews
- 264,871 Students
- 22 Courses
I've had a passion for technology from a very early age and achieved Microsoft Certified Professional status in 2004. Over the last 5 years or so I've worked on both IT support and infrastructure support and have provided solutions to 1st line helpdesk staff on how to fix basic problems.