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
6 sections • 15 lectures • 31m total length
User Self-Help Solutions (Level 0)
Service Desk Overview (Level 1)
Escalations & Priority Exceptions
Desktop Support Overview
Infrastructure, Server & Networks (Level 3) Overview
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.