Expert Helpdesk & Service Desk Manager: Be a Great Leader

سرفصل های دوره

Learn the Best Practices and Strategies for Leading a Successful Helpdesk and Service Desk Team

1. Lets get started

1. What Youll Learn

2.1 IT Managers of all Shapes and Sizes.pdf

2. Introduction To Different IT Manager Types

2. Managing a Helpdesk Environment

1. Service Desk Operations

2. About ITIL

3.1 Level 1, 2, 3.pdf

3. IT Support Levels 1, 2, 3

4.1 The Ticketing System.pdf

4. Tickets Incidents and Service Requests

5.1 Service Level Agreements.pdf

5. Importance of SLAs

6.1 Customers and Stakeholders.pdf

6. Customers & Stakeholders

3. Technology Hardware and Software

1. Types of Tech

2.1 What is a Domain and AD.pdf

2. What is a Domain

3.1 How is Active Directory structured.pdf

3. About Active Directory

4. Supporting the users

1.1 Managing Devices 101.pdf

1. Managing Computers and Peripherals

2. Application Management

3.1 Level 0 IT Support.pdf

3. Level 0 support

4. Operating Systems Types

5.1 About BYOD.pdf

5. Bring Your Own Devices (BYOD)

6. Office Phones

7.1 MFDs and Printer Management.pdf

7. Printers & Scanners

8.1 Onboarding Process.pdf

8. Onboarding Processes

9.1 Induction Process.pdf

9. Staff Inductions

5. Security, Monitoring & Backups

1. Protecting the Tech

2.1 Keeing systems secure, updated and patched.pdf

2. Desktop + Laptop Security

3.1 Patching 101.pdf

3.2 Patching Calendar (Template).pdf

3. Patching

4. End-User Backups

6. Making a Great Manager

1. Know The Tech

2.1 How to be Organised.pdf

2. Be Organised

3. Use Mistakes

4.1 Keeping up to date.pdf

4. Keep Updated

5. Keeping it Simple

6. Be Understanding

7. Managing a Team

1.1 Managing People.pdf

1. Team Management

2. System Knowledge

3.1 Leading by example.pdf

3. Lead by Example

4. Lots of Meetings

5.1 Tech Skills.pdf

5. High Performance Teams

6. Make Sure You Delegate

8. The Important Stuff

1. Ticket Reporting

2. Vendors & Suppliers

3.1 Documentation is key.pdf

3. Document Your Tech

4. 3-5 Year Tech Lifecycle

5.1 Asset Registers overview.pdf

5.2 AssetRegister Template.xlsx

5. Asset Registers

9. What Now

1. What Now

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تولید کننده: Udemy