From the course: Getting Started in IT Support: Core Skills and Career Pathways by Pearson

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Learning objectives

Learning objectives

From the course: Getting Started in IT Support: Core Skills and Career Pathways by Pearson

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Learning objectives

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Welcome to Lesson 2, Understanding Key Helpdesk Job Tasks and Responsibilities. This lesson is going to be a really important one because this is going to cover what do you do every day if you're a desktop technician or a helpdesk person. This is how we have to figure this out. So we're going to start off by talking about what the importance is of having proper ticket queue management. When something goes wrong in an environment, printer breaks, someone can't get on the internet, a ticket is generated to track the troubleshooting. How do we make sure that we document things properly? We're also going to talk about applying time management skills to improve the way that you resolve issues, get to things faster, figure things out quicker, and then ultimately communicate with the customer that it's resolved. Then we're going to talk about the different ticketing systems that are out there to track all of these different troubles, tickets, and queues, and all of those other things, and…

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