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Microsoft

Help Desk & Support

Microsoft via Coursera

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Overview

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Every healthcare IT support technician needs a solid foundation in service desk operations, and this course gives you exactly that. It is designed for learners entering the program with basic computer literacy who need to build the day-to-day mechanics of a healthcare service desk, requiring no prior IT experience or certifications. You'll learn to distinguish routine service requests from break-fix incidents, manage ticket lifecycles from open to close, navigate enterprise ITSM tools, and execute warm-transfer escalations that keep tickets moving without dropping the ball. You'll practice with the tools healthcare IT teams use daily: ServiceNow and Jira Service Management for ticket categorization and SLA tracking, and the Microsoft 365 admin center for request fulfillment. Real clinic and hospital scenarios anchor every skill, so you learn ticket mechanics the way healthcare hiring managers expect to see them. By the end of this course, you'll be able to review a mixed queue, categorize tickets correctly, document your work for the next shift, and route escalations safely to the right specialized team, whether that's a clinical application analyst, a network engineer, or a compliance officer.

Syllabus

  • Service Requests: Differentiate Support Ticket Types
    • This module builds the entry-level triage skill every healthcare IT support technician needs on day one: recognizing which category a support ticket falls into and executing standard service request procedures for common access and provisioning (the process of setting up, configuring, and granting access to IT resources, applications, or devices for a user) tasks in Microsoft 365 and Microsoft Azure.
  • Service Requests: Fulfill Approved Service Requests
    • This module teaches you to execute the four most common service request types in Microsoft 365 healthcare environments—software access, permissions changes, device requests, and mailbox provisioning—each carried out against a documented, approved workflow.
  • Ticket Lifecycle: Understand States and SLA Dynamics
    • Build the mental model needed to recognize where a ticket is in its lifecycle, how it moves between states, and how clinical priority levels drive the Service Level Agreement (SLA) clock. This is the foundational vocabulary for keeping a service desk queue in motion.
  • Documentation: Capture Context for the Next Shift
    • Learn to use team-provided documentation templates to capture what you tried and what the next technician needs to know, turning your ticket work into a hand-off that the next shift can act on immediately. Templates scaffold the two required sections (troubleshooting steps and hand-off notes) so you're building consistent, structured documentation habits rather than reinventing the format each time. You aren't expected to be a perfect writer on the first try. These templates are your safety net.
  • ITSM Frameworks: Understand How Service Desk Work Is Structured
    • Build the mental model for how ITSM tools organize healthcare IT work. Learn how queues, categorization, priority, SLAs, and knowledge base linkage connect to turn raw ticket volume into structured work that a technician can act on.
  • Queue Triage: Categorize Incoming Tickets Accurately
    • Turn ITSM structural knowledge into applied triage skill. Learn to read raw clinical-user ticket language, determine the category (hardware, software, network, access), and set the ticket up for effective resolution by attaching the appropriate knowledge base article and documenting the triage decision.
  • Escalation Paths: Know Where Tickets Go and Who Owns Them
    • Build the mental map of a healthcare IT support ecosystem: who owns what, where tickets go when Tier 1 runs out of runway, and how to make the routing decision quickly under queue pressure.
  • The Warm Transfer: Execute Escalations Without Dropping the Ball
    • Turn the escalation decision into a professional handoff. Practice writing an escalation summary that a receiving team can act on and role-playing the warm-transfer conversation itself, so the ticket lands with context, credibility, and clear ownership.
  • Project Module: Triage & Escalate a Mixed Shift Queue
    • Run a full morning shift at a healthcare IT service desk. You've just come on shift and inherited a mixed queue with 5 tickets in varied states: some need fulfillment, some need continued troubleshooting, and some need escalation. Triage each ticket, decide next actions, document your work, and warm-transfer the ones that need to leave your queue. Your finished Shift Report becomes a portfolio artifact hiring managers can scan in under 10 minutes to see your triage judgment, ITSM discipline, and escalation professionalism in one place.

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Microsoft

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