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IT Help Desk Ticketing Tool for L1 Support
Rating: 4.6 out of 5(597 ratings)
8,092 students

IT Help Desk Ticketing Tool for L1 Support

Learn How to Create, Update and Resolve the Tickets for EUC Support in Level1 using JIRA and Manage Engine.
Created byIlanchezhian - COMET Compuserve Pvt Ltd
Last updated 10/2021
English

What you'll learn

  • Associates will Learn all about creating the tickets properly for the EUC Support.
  • Associates will Learn all about Updating the tickets properly for the EUC Support.
  • Associates will Learn all about Managing the tickets properly for the EUC Support.
  • Understand the Ticket Lifecycle and Workflow as per the ITIL Framework.

Course content

6 sections • 14 lectures • 4h 52m total length

  • Introduction to Ticketing Tool for L1 IT Support16:25

    Explore the ticketing tool used in L1 support to record, track, and escalate incidents and service requests, supporting it service management (itsm) and an ideal framework workflow.

  • Introduction to Ticketing Tool for L1 IT Support (Part -2)19:49

    Explore ITSM software capabilities, including incident, service catalog, asset, and knowledge management, and how L1 tickets escalate to L2/L3 with chat bot support.

Requirements

  • Help desk technicians who want to expand their knowledge

Description

In this E-Learning you will be Guided for Creating and Managing the IT support tickets in any organization.

This course will be beneficial for the Freshers and Associates who is joining as L1 Support for any organization.

This E-learning explains the Life cycle of the ticket and what is required from Support person at each level.

Properly updating and managing the Support ticket will increase the Customer Satisfaction and help the analyst to demonstrate their skills in Handling the End User Support tickets.


Course Content :

  1. Introduction to Ticketing Tool for L1 IT Support

  2. Ticket Life Cycle Management

  3. JIRA Service Management

  4. JIRA Incident Ticket Creation

  5. JIRA Service Request Creation

  6. Incident Ticket Creation - Manage Engine

  7. Service Request Creation - Manage Engine


In this E-Learning you will be Guided for Creating and Managing the IT support tickets in any organization. This course will be beneficial for the Freshers and Associates who is joining as L1 Support for any organization. This E-learning explains the Life cycle of the ticket and what is required from Support person at each level. Properly updating and managing the Support ticket will increase the Customer Satisfaction and help the analyst to demonstrate their skills in Handling the End User Support tickets.  A helpdesk ticketing system collects, organizes, and tracks all of your customer support queries from various channels and manages them from one place. With their ability to streamline processes, organize information, and simplify interactions, helpdesks prevent important requests from slipping through the cracks

Who this course is for:

  • IT professionals or those seeking a career in customer support

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