Why You Should Take This Class:

If you’re someone who is thinking of applying for an IT Service Desk position and want to get a head start on the competition, or perhaps you’re already employed as a Service Desk Analyst and want to gain a more comprehensive understanding of the role…. then this class is for you!

Who Am I?

Hello everyone, my name is Matthew – The Service Desk Coach! My mission is to coach and mentor people as they begin their IT journey and career.

I’m an IT professional with almost a decade of Service Desk experience within enterprise-managed IT service environments. I have demonstrable accolades in technical support, process development, team leadership, and staff coaching across an array of companies and sectors in the Australian IT industry.

I’ve coached and mentored many staff and students in my years, many of whom have gone on to build successful and accredited careers. Oftentimes maintaining close relationships as part of a growing, knowledge-sharing community of IT professionals. I would be thrilled to have you join us as one of the next members of our professional community!

What You Will Learn:

Foundations are essential to long-term stability, which is why in this class I have carefully constructed a series of 8 key topics. By the end of this course, you will gain a solid understanding of the foundations of what a Service Desk is, and how you can best perform in the role.

They will form a mix of theoretical and practical knowledge, as listed below:

Lesson 1: Service Desk Responsibilities
Lesson 2: What are SLAs
Lesson 3: Introduction to ITIL
Lesson 4: Common IT Troubleshooting and the ‘5 points Method’
Lesson 5: Working Remotely
Lesson 6: How to construct a ticket
Lesson 7: Basic Call Scripts
Lesson 8: Email Etiquette

Method of Training:

Research has found that 65 percent of the general population are visual learners, meaning they need to see information to retain it. That’s a whopping number!

Therefore, to maximize the effectiveness of this training for you, I’ve chosen to deliver this content via a digital whiteboard. Let me know in the discussion tab how you find this method, or if you have any further feedback on the course.

… So, if you’ve read this far down the page, I’d encourage you to sit back, get comfortable, click the play button, and enjoy the training!

Erlyn O

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