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 Process Video Introduction

    2. Escalation Procedure Document

About this course

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

Learn, grow, and unlock your potential.

We are the Human Face of Tech.

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