About Course
12 months of access. Your one-time payment gives you access to this course for 12 months from the day you are enrolled. It does not renew automatically. Want the whole catalogue? All-access membership is coming soon.
How this course works
- 12 months of access from the day you enrol
- Self-paced lessons, hands-on labs and resources
- Certificate of completion when you finish
- Secure checkout with card (Stripe) or PayPal
Prefer live instruction? See the weekend cohorts. Want the whole catalogue? Membership is coming soon.
Help desk is where most IT careers begin, and it is customer service with technology. In this course I share what more than 20 years in corporate IT and customer service have taught me about doing support well.
You will learn how tickets and service levels work, how to troubleshoot with a repeatable method, how to handle frustrated users, and how to write notes that make you look like a professional from day one.
Use scripts at your own risk. The PowerShell scripts and commands in this course are provided for educational purposes only, “as is” and without warranty of any kind. Always review and test them in a non-production environment before use. You are solely responsible for any script or command you run in a production environment and for any resulting data loss, service interruption or other damage. Okowil Solutions Inc. accepts no liability for the use of this material. Read the full terms.
Course Content
The Support Role
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What help desk really does
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Service levels, priorities and tickets
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Writing ticket notes people can use
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Module 1 quiz: The Support Role