Udemy
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
Development
Web Development Data Science Mobile Development Programming Languages Game Development Database Design & Development Software Testing Software Engineering Development Tools No-Code Development
Business
Entrepreneurship Communications Management Sales Business Strategy Operations Project Management Business Law Business Analytics & Intelligence Human Resources Industry E-Commerce Media Real Estate Other Business
Finance & Accounting
Accounting & Bookkeeping Compliance Cryptocurrency & Blockchain Economics Finance Finance Cert & Exam Prep Financial Modeling & Analysis Investing & Trading Money Management Tools Taxes Other Finance & Accounting
IT & Software
IT Certification Network & Security Hardware Operating Systems Other IT & Software
Office Productivity
Microsoft Apple Google SAP Oracle Other Office Productivity
Personal Development
Personal Transformation Personal Productivity Leadership Career Development Parenting & Relationships Happiness Esoteric Practices Religion & Spirituality Personal Brand Building Creativity Influence Self Esteem & Confidence Stress Management Memory & Study Skills Motivation Other Personal Development
Design
Web Design Graphic Design & Illustration Design Tools User Experience Design Game Design Design Thinking 3D & Animation Fashion Design Architectural Design Interior Design Other Design
Marketing
Digital Marketing Search Engine Optimization Social Media Marketing Branding Marketing Fundamentals Marketing Analytics & Automation Public Relations Advertising Video & Mobile Marketing Content Marketing Growth Hacking Affiliate Marketing Product Marketing Other Marketing
Lifestyle
Arts & Crafts Beauty & Makeup Esoteric Practices Food & Beverage Gaming Home Improvement Pet Care & Training Travel Other Lifestyle
Photography & Video
Digital Photography Photography Portrait Photography Photography Tools Commercial Photography Video Design Other Photography & Video
Health & Fitness
Fitness General Health Sports Nutrition Yoga Mental Health Dieting Self Defense Safety & First Aid Dance Meditation Other Health & Fitness
Music
Instruments Music Production Music Fundamentals Vocal Music Techniques Music Software Other Music
Teaching & Academics
Engineering Humanities Math Science Online Education Social Science Language Teacher Training Test Prep Other Teaching & Academics
AWS Certification Microsoft Certification AWS Certified Solutions Architect - Associate AWS Certified Cloud Practitioner CompTIA A+ Cisco CCNA Amazon AWS CompTIA Security+ AWS Certified Developer - Associate
Graphic Design Photoshop Adobe Illustrator Drawing Digital Painting InDesign Character Design Canva Figure Drawing
Life Coach Training Neuro-Linguistic Programming Mindfulness Personal Development Personal Transformation Meditation Life Purpose Coaching Neuroscience
Web Development JavaScript React CSS Angular PHP WordPress Node.Js Python
Google Flutter Android Development iOS Development Swift React Native Dart Programming Language Mobile Development Kotlin SwiftUI
Digital Marketing Google Ads (Adwords) Social Media Marketing Google Ads (AdWords) Certification Marketing Strategy Internet Marketing YouTube Marketing Email Marketing Retargeting
SQL Microsoft Power BI Tableau Business Analysis Business Intelligence MySQL Data Analysis Data Modeling Data Science
Business Fundamentals Entrepreneurship Fundamentals Business Strategy Online Business Business Plan Startup Freelancing Blogging Home Business
Unity Game Development Fundamentals Unreal Engine C# 3D Game Development C++ 2D Game Development Unreal Engine Blueprints Blender
30-Day Money-Back Guarantee

This course includes:

  • 31 mins on-demand video
  • Full lifetime access
  • Access on mobile and TV
IT & Software Other IT & Software Technical Support

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
Rating: 4.4 out of 54.4 (295 ratings)
10,170 students
Created by John Courtenay
Last updated 6/2020
English
English [Auto]
30-Day Money-Back Guarantee

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
Curated for the Udemy for Business collection

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

6 sections • 15 lectures • 31m total length

  • Preview01:34
  • Preview02:22

  • Preview02:29
  • Preview02:01

  • Preview01:59
  • Password Security
    02:14

  • User Self-Help Solutions (Level 0)
    02:18
  • Service Desk Overview (Level 1)
    01:57
  • Escalations & Priority Exceptions
    02:07

  • Desktop Support Overview
    01:55
  • Building Contacts
    01:53
  • Ad-hoc Requests
    01:47

  • Infrastructure, Server & Networks (Level 3) Overview
    02:02
  • Long-term Projects
    02:17
  • Third Parties
    02:06

Instructor

John Courtenay
Desktop Support Engineer
John Courtenay
  • 4.1 Instructor Rating
  • 4,604 Reviews
  • 167,261 Students
  • 16 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.

  • Udemy for Business
  • Teach on Udemy
  • Get the app
  • About us
  • Contact us
  • Careers
  • Blog
  • Help and Support
  • Affiliate
  • Terms
  • Privacy policy
  • Cookie settings
  • Sitemap
  • Featured courses
Udemy
© 2021 Udemy, Inc.