IT & Technical Support Guide to Helpdesk, Desktop & Servers

Learn about the different levels of IT technical support, from service desk to infrastructure / server technical support

4.45 (1169 reviews)

Udemy

platform

English

language

Other

What you will learn

The different levels of IT support and how they relate to each other

Service Level Agreements (SLAs) and how they are applied in real-world situations

How to set a secure password

Assessing user ability when dealing with incoming service requests

Why take this course?

On this course, you will learn how the different levels of IT technical support work, some of the topics included on this course are as follows:

* Service Level Agreements (SLAs) - expected level of service availability

* Data Protection - how to ensure that data within your organisation is kept secure.

* Assessing User Ability when dealing with support requests as is unique from user to user

* How to ensure passwords are secure in a modern computing environment

* Ticket escalations and priority exceptions for issue troubleshooting

Also included on this course are some insider tips, such as how to build useful contacts within your company when you're working at desktop support level. Although this is possible at any level, I've found this be easiest at level 2 as you are more likely to move around to fix issues.

The key element to providing quality technical support is to ensure that you keep your knowledge up-to-date, some of this can be achieved through additional experience, whilst you can also give this somewhat of a boost by gaining additional technical certifications, which can be especially useful in the early stages of your career within desktop support (level 2), as well as infrastructure and technical support (level 3)

Reviews

David

October 21, 2022

extremely short quick modules with very fast speech. All though useful this was just not pcked with much information and was way to brief in length.

Samia

January 17, 2022

Quick and straight to the point. Best for people getting back into Service Desk role and just want a quick refresher. Doesnt go into a lot of detail but worthwhile

Aina

December 20, 2021

Very clear on the role for all the level of IT support. The course explains exactly everything in the overview. The speaker also included tips and his experiences, which is interesting. The tone is a bit monotonous but since this is a crash course it is still okay.

Jhon

December 18, 2021

I cant understand the teacher well.He speaking too fast. It could be more educating if he use some illustration on some sub topic

Nathan

November 16, 2021

The course taught me a lot and also helped build my understanding about Helpfesk Support. I even used what I learnt to help prepare for what I was going to say in my first job interview. The teachings were short and precise and easy to understand unlike other courses that just use a bunch of big words to waffle about basic things.

Nadja

October 26, 2021

Good summary of the topic with some examples which are helpful in understanding. The slides could be made more interesting and shorter and the transcript contains many errors, which is somtimes difficult as a non-native speaker.

Shaganti

September 5, 2021

This course gives a good understanding about the different levels of IT support teams and their work, which is a good crash courses for people new to IT.

Grace

September 1, 2021

Information was helpful but wished there was more visual enhancements in the recording. I love the gentleman's English accent but he spoke in a monotone voice and sounded like he was just rushing through the recording.

Loretta

August 26, 2021

Speed of dictation is fast, voice is monotone and can be difficult to understand even when slow down with the setting. Reading the slides -

Carsten

July 6, 2021

- Sprachinhalt spiegelt sich häufig nicht auf Folien wieder - Untertitel nicht manuell erstellt, sondern per Spracherkennung generiert --> einige Erkennungsfehler - Sprecher mit starkem Dialekt und recht schnell

Vivien

June 8, 2021

Learned a lot about the different levels of IT tech support, but the format was irritating. I would have loved to see different examples other than reading the text. Also, my volume was too low and I had to wear earphones to really hear it. Otherwise, a very good starter class.

Ujwala

January 26, 2021

It can be organized in more better way. Feel like just reading the written notes, more details with more clarification and clarity is required. The pronunciations of the words are not clear.

Believer

January 20, 2021

Was indeed a good match for me, especially with more explanation of SLA and different customer care services. Thank you

Anthony

December 22, 2020

Nice overview of IT support roles and responsibilities in a service desk environment. Good review for me since this I have been out of this type of support process for a number of years.

Samuel

November 16, 2020

Very practical. I am already working on Level 1 Support (Service Desk) and I found the course very instructive. I hope I found it earlier, but I am anyways glad I finally took it. Recommended!!

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