Master Ticketing System & Help Desk Fundamentals

Focused View

Robert Hean

1:20:47

8 View

01 - Introduction

001 Introduction.mp4

01:56

002 How to Use Udemy.mp4

01:40

003 What is a ticketing system.mp4

01:43

004 Some Terms.html

005 Setting up your FREE Jira ticketing system.mp4

02:48

02 - Planning

001 Introduction to Planning.mp4

01:08

002 Know your customers.mp4

02:25

003 Hands On Setting up Request Types in Jira.mp4

06:35

004 Team Structure.mp4

01:59

005 Determine your comms strategy.mp4

02:47

006 Hands On Setting up announcements and descriptions in Jira.mp4

05:53

007 Continuous Improvement.mp4

01:55

008 Planning wrapup.mp4

01:29

external-links.txt

03 - Processes

001 Intro to ticketing system processes.mp4

01:12

002 Intake and triage.mp4

03:00

003 Hands On Setting up queues in Jira.mp4

03:20

004 Escalations.mp4

02:29

005 Hands on Escalating tickets in Jira.mp4

02:43

006 Ticket Resolution.mp4

02:30

007 Processes Review.mp4

01:24

external-links.txt

04 - Reporting

001 Introduction to reporting.mp4

01:27

002 Basic Reports.mp4

02:24

003 Hands On Basic reports in Jira.mp4

03:21

004 Service Level Agreements (SLAs).mp4

02:16

005 Calculating SLAs.mp4

02:05

006 Hands On Setting up SLAs in Jira.mp4

05:03

007 Reporting Wrapup.mp4

01:02

05 - Other Considerations

001 Introduction to other considerations.mp4

01:19

002 Ticket Deflection.mp4

02:39

003 Ticket = Truth.mp4

02:40

004 Support your Agents.mp4

03:26

005 Other considerations wrap up.mp4

01:10

06 - Wrap Up

001 Course Wrap Up.mp4

02:59

Description

Applies to ANY system | Build Strong Processes | Support Your Team | Streamline Operations | Hands-On Experience

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

Who is this for?

Help desk agents who are new to help desks or ticketing systems

Teams looking to improve how their ticketing system helps them excel

Jira service management admins who need to improve or setup a help desk

Individuals looking to understand the importance of ticket management

Help desk or IT managers looking to improve how their help desk operates

IT or support teams who need to launch a new help desk

What You Need to Know?

Desire to learn more about ticketing systems and help desks

An email address (to signup for a free Jira service management account)

More details

Description
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 IÂ have 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 WHOÂ uses 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!
Who this course is for:
Help desk agents who are new to help desks or ticketing systems
Teams looking to improve how their ticketing system helps them excel
Jira service management admins who need to improve or setup a help desk
Individuals looking to understand the importance of ticket management
Help desk or IT managers looking to improve how their help desk operates
IT or support teams who need to launch a new help desk

User Reviews

Rating

average 0

Total votes0

Focused display

Customer Service

Robert Hean

Instructor's Courses

Robert Hean has more than 15 years experience in IT, and is a Program Manager at Udemy. He has been involved in many aspects of IT, including service desk, program management, and data and analytics. He has built compensation platforms from the ground up, designed HR databases and driven hard disks over state lines to complete projects on time.Certifications:Project Management Professional (PMP)PMI-Agile Certified Practitioner (PMI-ACP)CompTIA Project+ ProfessionalCompTIA Security+CompTIA Network+CompTIA A+ITIL Foundation

Udemy

View courses Udemy

Students take courses primarily to improve job-related skills.Some courses generate credit toward technical certification. Udemy has made a special effort to attract corporate trainers seeking to create coursework for employees of their company.