Course overview
BeginnerDeliver effective user support, troubleshooting, remote assistance, documentation, and ticket management.
What you will learn
- Use a consistent troubleshooting process
- Support users professionally
- Document support work clearly
Course curriculum
- Troubleshooting methodology
- Operating system problems
- Hardware support
- User support
- Remote support
- Ticketing systems
- Documentation
- IT asset management
Practical examples
- Write a clear support ticket
- Guide a remote user through a fix
Projects
- Help-desk knowledge article
- IT asset register