This course will walk you through everything you would need as a Help Desk agent and by the end of it you will be confident to take on any junior interview.
Unlike other existing courses out there, this one has been carefully designed to meet all the needs of the candidates and in addition to that, the agenda has been tailored to the latest tech industry.
Don’t believe me? Imagine that this course includes: ServiceNow, ITSM Processes, HR Ready, Hardware and Software!
Speaking about the IT industry, it is growing at an alarming pace and the need of IT professionals continues to rise. If you’re eager to venture into the field of technical support and looking to join this growing profession then this course is the solution for you and will help you land a job in no time.
With or without experience, it’s definitely worth #trying because of the valuable content, a digital certification that will be issued upon completion, engaging instructor and many other advantages that you’ll discover while following the course.
Course Agenda:
Chapter I – Intro
• Agenda
• Meet the instructor
• Outsourcing
• A day in the life of a Help Desk agent
Chapter II – Tools
• Hardware – Intro
• Software – Active Directory, MS Exchange, MS Outlook, VPN, Remote tools, Workforce Management, ITSM Tools
Chapter III – ServiceNow + ITSM Processes applied in ServiceNow
• Hands-On ServiceNow Instance
• User Interface
• Incident Management – Definition, Personas, Use Case(s), Diagram, Demonstration
• Service Request Management- Definition, Personas, Use Case(s), Diagram, Demonstration
• Knowledge Management- Definition, Personas, Use Case(s), Diagram, Demonstration
• Service Level Management- Definition, Personas, Use Case(s), Diagram, Demonstration
Chapter IV – HR Ready
• Walkthrough of Top HR questions + scenarios
• Job Description
• Salary negotiation technique
• Role play
Join me onto this path and we can become Industry colleagues in no time.
