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所在平台: Udemy |
课程主页: https://www.udemy.com/course/it-help-desk-starter-pack/
课程评论：没有评论
**Coursera 课程总结：IT Help Desk Starter Pack** 本课程专为渴望进入 IT 技术支持领域并期望成为一名合格的 Help Desk 代理的学员设计。无论您是否有经验，本课程都将为您提供全面的知识和技能，助您自信地应对初级面试。 **课程亮点：** * **行业最新技术：** 课程内容紧跟行业发展趋势，涵盖 ServiceNow, ITSM 流程、人力资源准备、硬件和软件等最新技术。 * **全方位知识体系：** 从 Help Desk 代理的一天工作流程、IT 行业概览，到具体的工具使用（如 Active Directory, MS Exchange, MS Outlook, VPN, 远程工具, 工作流管理等），应有尽有。 * **深入 ServiceNow 及 ITSM：** 特别提供 ServiceNow 实操环节，详细讲解 ITSM 流程中的核心模块，包括incident management（事件管理）、service request management（服务请求管理）、knowledge management（知识管理）和服务 level management（服务水平管理）。通过定义、角色、用例、图示和演示，让学员深入理解并掌握。 * **HR 准备：** 课程还将指导学员准备 HR 面试，涵盖常见 HR 问题、场景分析、工作描述解读、薪资谈判技巧和角色扮演，助力学员顺利通过面试。 * **实践与认证：** 课程提供实践机会，完成课程后可获得数字认证。 **课程收益：** * 为 Help Desk 初级职位做好充分准备。 * 学习并掌握最新的 IT 支持工具和流程。 * 提升面试竞争力，增加获得 IT 支持职位的机会。 * 成为 IT 行业的一员。 无论您是刚起步还是想转行，本课程都将是您进入 IT 技术支持领域的宝贵起点。
This course will walk you through everything you would need as a Help Desk agent and by the end of it you will be confident to take on any junior interview.Unlike other existing courses out there, this one has been carefully designed to meet all the needs of the candidates and in addition to that, the agenda has been tailored to the latest tech industry.Don't believe me? Imagine that this course includes: ServiceNow, ITSM Processes, HR Ready, Hardware and Software!Speaking about the IT industry, it is growing at an alarming pace and the need of IT professionals continues to rise. If you're eager to venture into the field of technical support and looking to join this growing profession then this course is the solution for you and will help you land a job in no time.With or without experience, it's definitely worth #trying because of the valuable content, a digital certification that will be issued upon completion, engaging instructor and many other advantages that you'll discover while following the course.Course Agenda:Chapter I - Intro• Agenda• Meet the instructor• Outsourcing• A day in the life of a Help Desk agentChapter II - Tools• Hardware - Intro• Software - Active Directory, MS Exchange, MS Outlook, VPN, Remote tools, Workforce Management, ITSM ToolsChapter III - ServiceNow + ITSM Processes applied in ServiceNow• Hands-On ServiceNow Instance• User Interface• Incident Management - Definition, Personas, Use Case(s), Diagram, Demonstration• Service Request Management- Definition, Personas, Use Case(s), Diagram, Demonstration• Knowledge Management- Definition, Personas, Use Case(s), Diagram, Demonstration• Service Level Management- Definition, Personas, Use Case(s), Diagram, DemonstrationChapter IV - HR Ready• Walkthrough of Top HR questions + scenarios• Job Description• Salary negotiation technique• Role playJoin me onto this path and we can become Industry colleagues in no time.
