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Help Desk Technology Student Manual Ref: TMHDT

Days of training: 2
Prerequisites: Microsoft Word and Microsoft Excel or equivalent experience

Help desk: tools and technology
Technology and its challenges
Types of support tools
Developing versus buying tools
Understanding why tools fail

Support environments and processes
Support environments
Internal support processes
External support processes
Support process challenges

Common software tools and features
Characteristics of all support software
Features of call logging software
Features of problem management software
Problem resolution elements

Performance and reporting tools
Reports quantify performance
Commonly collected statistics
Report software features

Call management software and problem resolution software
Call management software
Problem resolution software
Problem resolution methods

Asset and change management tools
The importance of asset management
Asset management software

Using alerts and notification tools for support
Understanding how service level management uses alerts and notifications
Understanding technologies for customer notifications

Using telephone-based technology
Understanding the core feature of modern telephone technologies
Working with additional telephony technology

Planning office space in the support environment
Managing the work environment
Understanding individual workplace elements

Using additional level two and level three support tools
Understanding IT systems management
Managing advanced systems components

Using self-help tools
Understanding customer self-service

Understanding service technology trends and career resources
Understanding the expanding role of information management
Understanding professional certification

Help Desk Technology Student Manual 

Price: (4 or fewer items) £19.95 (Excluding VAT at 17.5%)
Price: (5 to 19 items) £17.96 (Excluding VAT at 17.5%)
Price: (20 to 49 items) £15.96 (Excluding VAT at 17.5%)
Price: (50 or more items) £13.97 (Excluding VAT at 17.5%)

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Help Desk Technology Instructor Manual Ref: TIHDT
 

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