On this course, you will learn how the different levels of IT technical support work, topics include the following:

* Service Level Agreements (SLAs)

* Data Protection

* Assessing User Ability

* How to ensure passwords are secure

* Ticket escalations and priority exceptions

Also included on this course are some insider tips, such as how to build useful contacts within your company when you're working at desktop support level. Although this is possible at any level, I've found this be easiest at level 2 as you are more likely to move around to fix issues.