Supportworks for Analysts

Who should attend?

The course is suited to analysts new to using Supportworks, or those already familiar with a previous version of Supportworks needing to update their skills for a new version. Attendees typically include Service Desk analysts, support analysts/technicians, team leaders, managers and trainers.

This course is a pre-requisite for attending the Supportworks Administration courses.

What is it about?

This course provides analysts with a solid grounding in the use of Supportworks and covers the principles of using the Supportworks application.

What are the delivery options?

This 1-2 day course can be delivered:

• On site for up to 8 delegates.
• As On-Demand training

(Note: the duration of the course varies depending on your particular version of Supportworks. Please contact your account manager for more details.)

What will I get out of it?

• Confidence to navigate and use the Supportworks client applications.
• Understanding of the request lifecycles
• Skills to log and manage requests, including using Supportworks to communicate with customers
• Understanding of Customer and Asset / Configuration Item (CI) information
• Knowledge of Supportworks convenience features for streamlining Service Desk operations

Course overview

The following topics can be included in this course (depending on requirements):

• Accessing Supportworks
• Creating and working with requests
• Email functions
• Working with Processes
• Managing Assets / Configuration Items
• Using the Knowledgebase
• Using optional features
• Convenience features and running reports.

Please contact your account manager to define the appropriate level of training for your organisation.