Technology & Programming
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Help Desk & IT Service Management
A comprehensive course covering IT service management. Topics include ITIL framework, help desk operations, ticketing systems, SLA management, remote support, customer service skills, and career certifications roadmap. Designed for advanced level learners.
8 hours
4 modules
11 lessons
0 enrolled
Dr
Dr. Ada Sterling
Professor of Computer Science & Software Engineering
Free
Full access to all course materials
Course Content
Foundations of Help Desk Operations
3 lessons
ITIL Framework
21 min
Help Desk Operations
23 min
Applying ITIL Framework
20 min
Understanding Ticketing Systems
3 lessons
Ticketing Systems
25 min
SLA Management
21 min
Applying Ticketing Systems
35 min
Working with Customer Service Skills
3 lessons
Remote Support
26 min
Customer Service Skills
22 min
Applying Remote Support
32 min
Career Certifications Roadmap
2 lessons
Career Certifications Roadmap
32 min
Applying Career Certifications Roadmap
21 min