What you'll learn:
- Understand your customers needs and design an intake process to support them
- Design processes to support a successful ticketing systems or help desk
- Use queues in Jira to allow Agents to focus on which tickets need work
- Discover ways to support your ticketing Agents so they can become more effective at resolving issues
- Use ticket deflection techniques to reduce the overall number of tickets entering your system
- Get and setup a free Jira Service Management help desk
Welcome to my comprehensive course on Ticketing Systems and Help Desk Fundamentals!
No prior knowledge is necessary - I'll show you everything you need to know.
Whether you're just starting out or have years of experience in the IT help desk field, I've designed this course to equip you with the foundational knowledge required to not only establish but also effectively manage a thriving ticketing system. The concepts and ideas you learn can be applied to any ticketing system. To help ensure you get hands-on experience Ihave also included hands-on lectures in Jira Service Management (a very common system), as well as instructions on how to setup a free version that you can learn with.
The course is designed around several sections, including:
Planning - How to set up your system, and team, for success, including:
Knowing your audience - Understanding WHOuses your system is critical to setting up a successful system as different groups have different needs
Team Structure - How to structure a support team to handle issues
Communication Strategy - Building a solid community strategy helps ensure everyone knows what is going on
Processes - The mechanics of a help desk, including
Triage - Reviewing a ticket when it first enters your system to ensure it's ready for work
Escalations - What to do if a ticket needs more enhanced support
Resolving Tickets - Once the work is done, what's next?
Reporting - Understanding what has happened helps you improve
Basic Reports - Become familiar with some basic reports that help manage your system
Service Level Agreements (SLA) - These agreements help set expectations and ensure levels of service
And more!
What You'll Gain:
A solid understanding of the importance of tailoring your approach to your specific audience.
I'll guide you through the vital role that Service Level Agreements (SLAs) play in managing customer expectations and optimizing team performance.
Strategies to empower and support your ticketing agents, enabling them to thrive
How continuous improvement helps your operations become stronger
Guidelines on establishing effective ticket escalation paths for the benefit of both customers and agents.
Who Should Enroll:
If you're an aspiring help desk professional looking for your first taste of the industry, this course is for you.
If you're an inquisitive individual eager to grasp the core principles that drive help desk operations, you're in the right place.
If you're a current ticketing system user intrigued by the underlying concepts and best practices, you'll find valuable insights here.
If you interact with various ticketing systems and want to demystify their workings, this course will be enlightening.
My course goes beyond theory; it includes hands-on activities that will familiarize you with a widely-used ticketing system, Jira Service Management. You'll learn how to set up a help desk portal, configure request types, create efficient agent queues, and monitor SLAs, among other valuable skills.
Don't miss this opportunity to acquire a solid understanding of ticketing system and help desk fundamentals. Join me today to enhance your knowledge and unlock new career opportunities!
