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Trainingwarehouse > Courseware > Soft Skills Series > Help Desk Technology

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

Help Desk Technology Instructor Manual Ref: TIHDT Price: £21.95 (Excluding VAT at 20%)		Quantity:

Trainingwarehouse > Courseware > Soft Skills Series > Help Desk Technology