OpenHIE Academy Materials
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DIPC Course Materials
This work is licensed under a Creative Commons Attribution 4.0 International License. We would appreciate if you would share any contributions and additional information on this wiki page or add sticky notes with comments
| Slides / Materials | Description |
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Digital Health: Establishing and Operating End-User Support and Training (Helpdesk) | The purpose of this course is designed to empower learners with the knowledge and skills needed to provide efficient and effective end-user support and training in a helpdesk environment. The current course covers both theoretical and practical aspects for establishing, managing and operating a helpdesk.
Learning Objectives
By the end of this course, participants will be able to: - Articulate the operating procedures of the Helpdesk service;
- Identify considerations for establishing Helpdesk system that meets the needs and expectations of internal and external customers;
- Articulate an example of an end-user support workflow;
- Identify best practices for issue tracking and ticket prioritization;
- Identify key points during the support process for user engagement;
- Understand methods for creating and enhance Helpdesk documentation;
- Apply the best practices of data protection and confidentiality when providing Helpdesk and support services;
- Identify common tools used for tracking issue status and resolution;
- Articulate what is a ticketing system and how a Helpdesk is run and managed;
See Instructor notes on slide 6
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