Upon completing this course, you will have learned how to:
– Understand best practices for managing Help Desk tickets/incidents
– Understand the best practices for building FAQ/self-help systems
– Implement reporting processes and first call resolution/QA/QC best practices
– Identify common telecom Help Desk challenges and mitigate them
This course will provide common considerations to manage a help desk, implement best practices, identify common challenges, and provide considerations to mitigate those challenges for level 1, 2 and 3 support.