Description

This course will teach you all you need to know about working as a Help Desk agent. This course has been meticulously planned to fulfill all of the candidates' demands, and the agenda has been customized to the most recent technological developments.

This course will walk you through everything you would need as a Help Desk agent. This course is carefully designed to meet all the needs of the candidates and in addition to that, the agenda has been tailored to the latest tech industry. Don't believe me? Imagine that this course includes: ServiceNow, ITSM Processes, HR Ready, Hardware, and Software! The IT industry is growing at an alarming pace and the need for IT professionals continues to rise. If you're eager to venture into the field of technical support and looking to join this growing profession, then this course is the solution for you and will help you land a job in no time. With or without experience, it's definitely worth trying because of the valuable content. By the end of this course, you will be confident to take on any junior Help Desk agent interview. All the resources for this course are available at https://github.com/PacktPublishing/IT-Help-Desk-Starter-Pack

What You Will Learn

Learn everything there is to know about outsourcing
Learn about the necessary hardware
Learn about the various software tools that are used
Learn how to use ServiceNow s ITSM processes
Prepare for the next round of HR questions
Boost your self-assurance ahead of your next Help Desk agent interview

Audience

This course is for anyone interested in working as a Help Desk agent, regardless of past experience in the industry.

Approach

This course will teach you all you need to know about working as a Help Desk agent. We will start with the introduction and then work with ServiceNow and learn about incident management, service request management, knowledge management, and service level management.

Key Features

Get ready for your IT Help Desk agent job * With help of ServiceNow software, understand the ITSM processes * Prepare for your next HR interview

Github Repo

https://github.com/PacktPublishing/IT-Help-Desk-Starter-Pack

About the Author

Catalin Popa

Catalin Popa is an ITIL and ServiceNow certified professional and is engaged in creating and delivering its training content on a regular basis. He has worked with the ITIL framework for four years and is also involved in process design and implementation for all ITSM processes. He has experience of over six years in collaborating with stakeholders and vendors in banking, telecom, aviation, oil and gas, retail, pharmaceutical, health insurance, automotive, and aerospace industries.

Course Outline

1. Introduction

In this video, we will take a quick sneak peek into the course.

2. Agenda

In this video, we will cover the course learning agenda.

3. Meet and Greet

In this video, we will introduce the author for this course.

4. Outsourcing

In this video, we will understand what outsourcing is.

5. A Day in the Life of a Help Desk Agent

In this video, we will explore and understand how a day in the life of a Help Desk agent is.

2. Tools

1. Hardware

In this video, we will introduce hardware.

2. Software

In this video, we will introduce some important software tools.

3. ServiceNow + ITSM Processes Applied in ServiceNow)

1. Introduction

In this video, we will introduce the section learning objective.

2. Hands-on ServiceNow Instance

In this video, we will cover hands-on ServiceNow instance.

3. User Interface

In this video, we will explore the user interface.

4. Configure the Banner

In this video, you will learn how to configure the banner.

5. Incident Management

In this video, you will learn about incident management.

6. Service Request Management

In this video, you will learn about service request management.

7. Knowledge Management

In this video, you will learn about knowledge management.

8. Service Level Management

In this video, you will learn about service level management.

4. HR Ready

1. HR Ready - IT Help Desk Interview

In this video, we will get HR-ready by walking through some top HR questions and scenarios, understanding the job description, learning salary negotiation techniques, and understanding the importance of role play in preparing for interviews.

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IT Help Desk Starter Pack

By Packt

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