Overview and Objectives:

This course will teach you everything you need to know in order to confidently discuss helpdesk and IT support technologies and roles with both candidates and clients alike.

As well as clarifying the jargon and terminology seen on support CVs, you will obtain a clear understanding of some of the newer associated technologies such as new helpdesk software, CRM, Internet-based support and all the associated roles in these areas. 

Pre-requisites:

There are no pre-requisites for attending this course, however a good basic understanding of IT will be helpful.

Free Post-course Support Service:

All attendees will automatically receive a free email support facility for a period of threemonths after the course to support any queries which may arise in their work place. Conditions apply.

Format:

This is a highly interactive one day course with quizzes and recruitment based discussion throughout the day. This is currently a one-day course which is only delivered on-site at your premises.

Delivery:

All of our presenters have had hands-on experience of technology recruitment. As well as this they are also  IT trainers who have been accredited by the Institute of IT Trainers (IITT) as being able to deliver in accordance with their TAP (Training Assessment Programme) methodology, and as such are acknowledged as being able to deliver technical training of the highest calibre.

Courseware:

A folder containing extensive courseware and an IT glossary for ongoing reference are provided.

COURSE OVERVIEW:

· Defining Support

     Areas of Support

· Support terminology and technology

     Areas of Support

· Operations and Support Roles

   Areas of responsibility

   Salary Survey

   Sample Job specifications

· DBA

   Terms used

   Tools used

· Systems Administrator

   Terms used

   Tools used

· Operator and Media Backup

· Helpdesk

   Call Loggers

   1st Line

   2nd Line

   3rd Line

· Support Software and Industry players

   The key players

   Helpdesk Software

   The move to CRM

 Exercises and discussion throughout the day.

Content and sequence may vary slightly at the trainer's discretion.

End

Recruiting Helpdesk Specialists