IT Troubleshooting Skill and Process Management
4.1 (21 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
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IT Troubleshooting Skill and Process Management

Screen, Train and Develop (Troubleshooting Skills and Tools): A Manager's Guide To Building a Service Desk Team
4.1 (21 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
2,554 students enrolled
Created by Noel Temena
Last updated 11/2014
English
Current price: $10 Original price: $50 Discount: 80% off
1 day left at this price!
30-Day Money-Back Guarantee
Includes:
  • 35 mins on-demand video
  • 8 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What Will I Learn?
Learn how to screen job applicants and hire the right person for the job
Design specific troubleshooting drills based on products supported or native environment
Build an effective and functional troubleshooting tool
View Curriculum
Requirements
  • Minimum 1 year experience managing technical help desk
Description

This course is about teaching IT Managers how to standardize troubleshooting skills and procedures to build their all star technical team.

This program teaches managers how to:

  • Screen and hire the right applicants objectively
  • Design and customize team drills based on their native IT environment
  • Build a troubleshooting tool for resolving all kinds of technical issues

Take this one-of-a-kind IT troubleshooting manager’s course now and start building your technical team to provide consistent and reliable technical support.

Who is the target audience?
  • SME Technical Managers
  • Enterprise IT Managers
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Curriculum For This Course
Expand All 19 Lectures Collapse All 19 Lectures 03:47:58
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Troubleshooting Basics
4 Lectures 03:56


Troubleshooting Model and Skill Set
14 pages

Comparing deduction and isolation to better understand troubleshooting

Skill Profile Deduction and Isolation
10 pages
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Assembling your Team
2 Lectures 02:26

Job Questionnaire (Template)
11 pages
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Training your Team
6 Lectures 13:28

Team Drills 1 - 4
04:30

Team Drills 5 - 10
04:04

Team Drills (Template)
7 pages

Inbox Training, Technical Gymnastics and Technical Sparring
01:53

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Equip your Team with a Powerful Tool
5 Lectures 15:08

Why and How Troubleshooting Tool will Work
03:52

Building the Troubleshooting Tool
02:49

Making it a Powerful Troubleshooting Tool
03:25

Predicting Problem Resolution
04:03
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Bonus Material
2 Lectures 00:00

IT Troubleshooting Skill Manual

Skill Manual
75 pages

When is troubleshooting not troubleshooting? A straight answer.

Preview 7 pages
About the Instructor
Noel Temena
4.1 Average rating
119 Reviews
5,829 Students
2 Courses
IT Troubleshooting Management Trainer and Consultant

Noel has been an Enterprise IT Analyst for MNCs for over 20 years. During his research in technical support operations, he discovered common troubleshooting patterns. Based on these patterns, he developed a methodology that can be applied to all types of technical components. This methodology was then converted into a skill and process model, which became the foundation for IT Troubleshooting Management.