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IT Help Desk Starter Pack
Rating: 4.4 out of 5(22 ratings)
67 students

IT Help Desk Starter Pack

IT Help Desk job at your fingertips. Learn today and get hired tomorrow
Created byCatalin Popa
Last updated 9/2021
English
English [Auto],

What you'll learn

  • Outsourcing
  • Hardware
  • Software
  • ITSM Processes applied in ServiceNow
  • HR Questions

Course content

4 sections • 16 lectures • 2h 12m total length

  • Introduction0:39

    Join the ITV Hub starter pack to begin an IT help desk career, whatever your prior experience, and follow the agenda to prepare for junior interviews.

  • Agenda1:12

    Outline the it help desk starter pack course structure and introductions. Explore outsourcing, day-in-the-life of a helpdesk agent, essential tools, ticketing processes, and hr questions, scenarios, and salary negotiation.

  • Meet & Greet2:00

    Meet your instructor Carolyn, with more than eight years in the IT industry and as a ServiceNow ITSM consultant, who will share knowledge on ITSM and outsourcing companies.

  • Outsourcing3:04

    Explore how outsourcing forms agreements between companies to delegate services like IT support, finance, and HR, with service level agreements guiding performance and risk.

  • A day in the life of a Help Desk agent2:56

    Develop multitasking as you log in, manage breaks, join your assignment group, and raise tickets for incidents and requests via calls, email, portal, or chat, while maintaining quality.

Requirements

  • Internet connection and desire to land a job

Description

This course will walk you through everything you would need as a Help Desk agent and by the end of it you will be confident to take on any junior interview.
Unlike other existing courses out there, this one has been carefully designed to meet all the needs of the candidates and in addition to that, the agenda has been tailored to the latest tech industry.
Don’t believe me? Imagine that this course includes: ServiceNow, ITSM Processes, HR Ready, Hardware and Software!

Speaking about the IT industry, it is growing at an alarming pace and the need of IT professionals continues to rise. If you’re eager to venture into the field of technical support and looking to join this growing profession then this course is the solution for you and will help you land a job in no time.
With or without experience, it’s definitely worth #trying because of the valuable content, a digital certification that will be issued upon completion,  engaging instructor and many other advantages that you’ll discover while following the course.


Course Agenda:

Chapter I – Intro

• Agenda
• Meet the instructor
• Outsourcing
• A day in the life of a Help Desk agent

Chapter II – Tools

• Hardware – Intro
• Software – Active Directory, MS Exchange, MS Outlook, VPN, Remote tools, Workforce Management, ITSM Tools

Chapter III – ServiceNow + ITSM Processes applied in ServiceNow
• Hands-On ServiceNow Instance
• User Interface
• Incident Management – Definition, Personas, Use Case(s), Diagram, Demonstration
• Service Request Management- Definition, Personas, Use Case(s), Diagram, Demonstration
• Knowledge Management- Definition, Personas, Use Case(s), Diagram, Demonstration
• Service Level Management- Definition, Personas, Use Case(s), Diagram, Demonstration

Chapter IV – HR Ready

• Walkthrough of Top HR questions + scenarios
• Job Description
• Salary negotiation technique
• Role play

Join me onto this path and we can become Industry colleagues in no time.

Who this course is for:

  • Anyone willing to get hired as a Help Desk agent

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