IT Troubleshooting Skill and Process Management

Screen, Train and Develop (Troubleshooting Skills and Tools): A Manager's Guide To Building a Service Desk Team
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  • Lectures 19
  • Contents Video: 35 mins
    Other: 3 hours
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 11/2013 English

Course 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.

What are the requirements?

  • Minimum 1 year experience managing technical help desk

What am I going to get from this course?

  • 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

What is the target audience?

  • SME Technical Managers
  • Enterprise IT Managers

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.

Curriculum

Section 1: Troubleshooting Basics
Introduction
Preview
03:56
Troubleshooting Principles
Preview
39 pages
Troubleshooting Model and Skill Set
14 pages
10 pages

Comparing deduction and isolation to better understand troubleshooting

Section 2: Assembling your Team
How to screen job applicants
Preview
02:26
Job Questionnaire (Template)
11 pages
Section 3: Training your Team
Skill Training Objectives
Preview
03:01
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
How to Quantify Troubleshooting Skill
Preview
30 pages
Section 4: Equip your Team with a Powerful Tool
Overview
Preview
00:59
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
Section 5: Bonus Material
75 pages

IT Troubleshooting Skill Manual

7 pages

When is troubleshooting not troubleshooting? A straight answer.

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Instructor Biography

Noel Temena, 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.

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