Help Desk Technology:

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

After completing this course, students will know how to:

Define the role of technology in support, and identify the different types of support tools and applications.
Define basic help desk concepts, and identify the characteristics of internal and external support environments and their respective processes.
Recognize the features of both call logging and problem resolution software.
Discuss common support performance measurements, and identify common features of report software, new reporting tools, and current report software applications.
Understand the obstacles to knowledge management and using problem resolution software, and discuss basic problem resolution methods and how problem resolution software organizes and retrieves knowledge.
Discuss the importance of asset management, and know the common features of asset management software and how support staff use them.

Prerequisites

Word and Excel or equivalent experience