Technical Support and Help Desk Management

The Help Desk is the face of the IT department, and effective management is crucial for organizational productivity and user satisfaction. This course focuses on the practical skills and methodologies required to provide excellent technical support and manage a high-performing help desk team. Participants will learn essential troubleshooting techniques, customer service best practices, and the principles of managing key processes like incident and request fulfillment. The curriculum also covers the selection and use of appropriate ticketing systems and performance metrics to drive continuous improvement.