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Product · Intermediate · Blended

IT Help Desk Management

This flagship program walks you through the full lifecycle of a modern help desk: intake channels, priority matrices, escalation paths, and knowledge-base governance. You will configure sample queues in common ITSM tools, draft runbooks for recurring incidents, and practice stakeholder updates under time pressure. Labs mirror Seodaemun-gu startup and SME contexts so your portfolio reflects local hiring expectations.

₩1,980,000 · 10 weeks

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Cover for IT Help Desk Management course

What is included

  • ITSM queue setup with priority and category models
  • SLA drafting workshops with mentor review
  • Incident triage simulations with timed handoffs
  • Knowledge-base article templates and style guide
  • Customer communication scripts for KR business tone
  • Capstone: two-week desk operations playbook
  • Peer review sessions with working desk leads

Outcomes

  1. Publish a desk operations playbook with SLA tables
  2. Demonstrate triage decisions on realistic ticket batches
  3. Present a stakeholder-ready weekly status report
Portrait of Min-jun Park

Min-jun Park

Former service desk lead at a Seoul SaaS vendor; 9 years in IT operations mentoring.

Reviews

The SLA workshop forced me to justify every priority rule in writing. I reused that table in my internal interview panel.

Hye-jin Ko · Operations Coordinator · Mapo logistics startup · 5/5

Ticket triage drills were intense — good intense. Mentor feedback on my escalation note was specific, not generic praise.

Derek

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