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.

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

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

  • Introduction –> 2 lectures • 36min.
  • Ticket Life Cycle Management –> 5 lectures • 1hr 27min.
  • JIRA Service Management –> 2 lectures • 36min.
  • JIRA Incident Ticket Creation –> 2 lectures • 46min.
  • JIRA Service Request creation –> 1 lecture • 29min.
  • Manage Engine –> 2 lectures • 58min.

IT Help Desk Ticketing Tool for L1 Support

Requirements

  • Help desk technicians who want to expand their knowledge.

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