IT Service Management and Help Desk Operations Course

Learn to Excel in Providing Impeccable Technical Support to End-Users

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IT Courses - SkillsFuture Funding Diagram

*Eligible for Singaporean Citizens, Permanent Residents, and Long-Term Visit Pass Plus Holders

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Overview of Course

As organisations continue to rely heavily on technology, ensuring smooth and efficient IT operations is paramount. Dive into the dynamic world of IT Service Management and Help Desk Operations with this comprehensive 2-day course.

This course aims to equip you with a deep understanding of IT service management frameworks, emphasising the pivotal role of ITIL (Information Technology Infrastructure Library) in optimising IT service delivery. Gain insights into the role and responsibilities of help desk operations, mastering the art of providing impeccable technical support to end-users.

Furthermore, the course delves into the practicalities of incident management, teaching you how to manage tickets, prioritise incidents, and resolve issues adeptly, all within the bounds of service-level agreements. By integrating real-life scenarios, you will hone your skills in applying incident management processes, ensuring you are well-prepared to address and rectify IT challenges in any organisational setting.

Learning Outcomes

Upon completion of this course, trainees should be able to:

Discuss the essence and significance of IT service management frameworks, explicitly emphasising the role of ITIL in enhancing IT service delivery while identifying its core components and advantages.
Recognise the critical role of help desk operations in end-user support, effectively manage and prioritise incidents, and apply robust incident management processes to reduce downtime and ensure adherence to service-level agreements.
Demonstrate the ability to apply incident management processes in simulated IT scenarios, collaboratively address incidents within a team, and uphold service desk quality by effectively tracking and adhering to service level agreements.

Who Should Attend

This course is suitable for IT professionals, help desk staff, system administrators, and anyone looking to gain a comprehensive understanding of IT service management, the pivotal role of ITIL, and effective help desk operations.

Prerequisites

To enroll in this IT Service Management and Help Desk Operations course, you should possess the following:

1 GCE ‘O’ level or equivalent; OR
NITEC/Higher NITEC; OR
Mature candidates (≥ 30 years old with 8 years’ work experience in an ICT-related field); OR
Candidates with other qualifications will be considered on a case-by-case basis

Instructional Methods

Lectures & Demonstrations
Hands-On Lab Sessions
Group Discussions & Collaborative Learning
Problem-Based Learning (PBL)
Practical Application

Certification

Upon successful completion of the IT Service Management and Help Desk Operations course assessment, participants who have attended at least 75% of the course will receive a Certificate of Achievement by @ASK Training.

Course Curriculum

Introduction to IT Service Management Frameworks

What are IT Service Management Frameworks?
Why are IT Service Management Frameworks important?

Help Desk Operations and Incident Management

Introduction to Help Desk Operations
Helpdesk vs Service Desk
Help Desk Operations Overview
Incident Management Procedures
Ticket Creation, Assignment and Escalation
Hands-on Activity: Managing Help Desk Tickets

Simulated Incident Management Scenario

Introduction to the Simulated Incident Environment

*Participants to troubleshoot their own systems (bring from home) or sample systems will be provided

This course is part of the Certificate in Infocomm Technology - Infrastructure and Operations and SkillsFuture Career Transition Programme (SCTP).

Fees and Subsidies

IT Service Management and Help Desk Operations Course - Up to 90% SkillsFuture Singapore Funding Diagram

*Eligible for Singaporean Citizens, Permanent Residents, and Long-Term Visit Pass Plus Holders

Course Fee:
S$550 (exclusive of 9% GST)

Course Fee After Eligible SSG Subsidies:
From S$69.85 (inclusive of 9% GST) after 90% SSG Subsidies

Learners

Singaporean Citizens ≥ 40 years old

S$69.85 (after SSG 90% Funding)

SkillsFuture Credits can be used on top of existing subsidies

Singaporean Citizens, PRs or LTVP+ Holders ≥ 21 years old

S$179.85 (after SSG 70% Funding)

For Singapore Citizens learners aged ≥ 25 years old SkillsFuture Credits can be used on top of existing subsidies.

For Singapore Citizens aged 21-31 Post Secondary Education Account Funds can be used.

Learners	SMEs	Non-SMEs
Singaporean Citizens ≥ 40 years old	–	S$69.85 (after SSG 90% Funding)
Singaporean Citizens, PRs or LTVP+ Holders ≥ 21 years old	S$69.85 (after SSG 90% Funding)	S$179.85 (after SSG 70% Funding)

All prices are inclusive of 9% GST.

Course Schedule

8 Jurong Town Hall Road #27-01 S(609434)

Course Duration:
2 Days (9am - 6pm)

Course Schedule:

05-06 Dec (Tue, Wed)
28-29 Dec (Sat, Sun)
09-10 Jan (Tue, Wed)
13-14 Jan (Mon, Tue)
25-26 Jan (Sat, Sun)
22-23 Feb (Sat, Sun)
25-26 Feb (Tue, Wed)
13-14 Mar (Thu, Fri)
29-30 Mar (Sat, Sun)

(Click on the course dates above to register online)

10 Anson Road #06-11 S(079903)

Course Duration:
2 Days (9am - 6pm)

Course Schedule:

19-20 Dec (Thu, Fri)
14-15 Jan (Tue, Wed)
21-22 Jan (Tue, Wed)
13-14 Feb (Thu, Fri)
04-05 Mar (Tue, Wed)

(Click on the course dates above to register online)

Becoming an IT Professional through the Certificate in Infocomm Technology Infrastructure and Operations. Complete a comprehensive program comprising seven modules designed to equip individuals with the essential skills and knowledge needed to excel in the field of information technology.

Course Duration:
7 Modules – 112 Hours

View course details here

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Course Duration:
1 Day (9.00am – 6.00pm)

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Course Duration:
3 Days (9.00am – 6.00pm)

View course details here

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