Learn how the different levels of IT technical support work, from service desk to infrastructure and server support
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
Description
On this course, you will learn how the different levels of ITÂ technical support work, topics include the following:
*Â Service Level Agreements (SLAs)
*Â Data Protection
*Â Assessing User Ability
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*Â How to ensure passwords are secure
*Â Ticket escalations and priority exceptions
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.
Introduction
Introduction
Levels of IT Support
Service Level Agreements (SLAs) & Data Protection
Service Level Agreements (SLAs)
Data Protection
Assessing User Ability & Password Security
Assessing User Ability
Password Security
User Self-Help (Level 0) & Service Desk (Level 1)
User Self-Help Solutions (Level 0)
Service Desk Overview (Level 1)
Escalations & Priority Exceptions
Desktop Support (Level 2)
Desktop Support Overview
Building Contacts
Ad-hoc Requests
Infrastructure, Server & Networks (Level 3) & Third Parties (Level 4)
Infrastructure, Server & Networks (Level 3) Overview
Long-term Projects
Third Parties
