Course curriculum

    1. Course Purpose

    1. 1 - What is ConnectWise

    2. 2 - Time Entries @ KMT

    3. 3 - Payroll Wrap

    4. 4 - Priority Levels

    1. Triage Introduction

    2. Ticket Triage Process

    1. Dispatch Introduction

    2. Ticket Dispatch Process

    1. Engineer Core Work Process

    2. Ticket Notes, Communication and Time Entry

    3. Engineer Daily Checklist

    4. Early & Late Shift Responsibilities

    5. How to work a ticket at KMT

    1. Escalation Procedure - Video

    2. Escalation Procedure - Process Doc

    3. 2D - Escalation Procedure Workflow

    4. Comprehension Check - Escalation Procedure

About this course

  • 29 lessons
  • Mandatory for Service Desk employees
  • 4 hours

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