Query - Helpdesk and Project Management Training?

Posted by gareth616@reddit | sysadmin | View on Reddit | 9 comments

Hi all, this question may be better in another subreddit so feel free to give me a better place to post this. In short one of my clients (a training/education company) have recently taken a new contract on to teach IT related stuff, not sure exactly what and if I'm honest I'm distancing myself from it for fear of being a key part of the delivery of this training. A new employee who will be helping to deliver the course has come to me with questions and I don't really have answers so over to you guys! Is there a known helpdesk and or project management tool/tools out there for education or just a stripped back basic free option? The third party who have approved the training are pretty much hands off now so they are of no use. The in's and out's of features they will need have not been communicated with me but I'm guessing the simpler the better.. Any help is more than appreciated!

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9 Comments

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ZAFJB@reddit

>I'm distancing myself from it for fear of being a key part of the delivery of this training. Yet here you are... Make up you mind, do it or don't.

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gareth616@reddit (OP)

So helpful, I'm glad you took time out of your miserable Monday existence to address one line of my post! I'll be printing and framing your comment on my wall of 'how not to be a useless clown'

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capiocorpus_@reddit

I have a feeling this contract is gonna go great for you.

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ZAFJB@reddit

So ypu are not looking for anything, *and* you don't want to get involved, so what is your actual question then?

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gareth616@reddit (OP)

So who pissed on your weetabix this morning? Trouble at home? Hate Mondays? But you've figured it out, you've unravelled my lies and stumbled on to a conspiracy, here's your gold star. If you're not going to help when there's more than enough information then cool, you do you. But for future reference, questions are usually followed by a question mark

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willardthewize@reddit

I have taught introduction to computer support. I suggest using LBE helpdesk ( http://www.cusweb.com/lbe-helpdesk-educational-download.html ) or Spiceworks for a helpdesk environment. Either option gives a good view into ticket life cycles and IT ticketing systems. Spiceworks is cloud based, if that is desired. For project management, I would recommend Microsoft Project, GANTTproject, or adopting a lean tool like Trello.

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TaiGlobal@reddit

For helpdesk. If you’re looking for theory related items maybe look into ITIL. If your looking for technical then basic ad, windows, network, vpn troubleshooting. Resetting passwords in ad, understanding security groups. Basic windows file directory knowledge to uninstall/reinstall programs, delete caches. Turning on and restarting services. Outlook add/remove psts/osts, shared folders. Network drive mapping. How to restore a network drive from back up. Backing up a user profile and restoring browser items (bookmarks and settings). Task manager to kill processes. Default apps (choosing what programs open pdf files) Networking knowledge of different network services and commands like ipconfig, netsh int ip reset/winsock reset, nslookup. Then insert basic usage of platforms like Citrix, RSA/Authenticator token revoking and reissuing For project management theory look into scrum. For something more skill based learn Microsoft project, excel, and jira, gant charts and Jan an boards and how to present.

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ZAFJB@reddit

You are looking for two different things. Helpdesk, and project management are two very different disciplines.

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gareth616@reddit (OP)

I'm not looking for anything, it's for a client who will he providing basic IT training and will want both solutions but from a training perspective - they provide the training and want 'contract effective solutions' aka free