Service desk technician
Service desk technicians at MSPs
Everything a new service desk technician needs to work tickets in Tenvara, in the order you meet it on your first day.
Certificate
Tenvara Certified Technician
- Courses
- 1
- Time
- 2 min
Free for every Tenvara customer
This path takes you from your first sign-in to handling the service desk on your own. Each course teaches real jobs, in the order you'd do them.
- Your first day on the service desk: start from Home, find and read a ticket, then take it, reply, log your time and resolve it.
- Talking to customers: good replies, canned responses, waiting on the customer and following up.
- Logging your time: timers, logging time with a reply, and checking My time.
- Handing over and escalating: hand a ticket to a queue or a colleague with a clear handover note.
- Devices and remote help: find the customer's device from a ticket and help them remotely.
- Alerts that become tickets: what an alert ticket is and how to deal with it.
Finish the path to earn Tenvara Certified Technician.