Enrolment options

This course provides training in theoretical concepts and practical applications, to elevate end-user support practices. You will receive an introduction to skills and requirements related to end-user support in the Digital Health environment. This course will take you about 3 hours to complete and you will earn a certificate upon successful completion. 

Who is this course for?

This course is for anyone who may be involved in providing or developing a support team for a digital Health application in their system.

  • Persons who will be creating an electronic support ticketing system,

  • Persons who will be operating / using an electronic support ticketing system in their End User Help Desk,

  • Persons who want to learn why they may need an End User Help Desk for their application and what it would take to create and use one.

  • HIS project management, support, or systems / business analyst's roles

  • This course is designed to apply to all gender and identity roles equally within the context of an operational helpdesk

What will you learn?

By the end of this course, you 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 enhancing helpdesk documentation;

  • Apply the best practices of data protection and confidentiality when providing helpdesk 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

How much time do you need to invest? Completing the course should take 3 hours

Topics overview

  • End-user support workflow and communication;

  • Best practices for issue tracking and ticket prioritization;

  • Key points in the support process for user engagement;

  • Ways to create and enhance helpdesk documentation;

  • Strategies for framing end-user training to help users accomplish their goals;

  • Data protection and confidentiality;

  • Typical tools used for tracking issue status and resolution. 

Recommended browser: Chrome or Edge

Contributors: Jembi Mozambique, Regenstrief Institute Inc., German Cooperation Deutsche Zusammenarbeit, GiZ, & DIPC. Thank youto the GIZ DIPC project for supporting the creation of this course. Special thanks to the Jembi Mozambique team and all of those in the DIPC project and in the global health community who contributed to the materials.

A Certificate will be generated upon successful completion of the course.

Course Provider: GIZ, Regenstrief Institute

Course Developers: Jembi and Regenstrief Institute

Course Contact: Cindi Hart

In case of technical troubleshooting or questions, please reach out to the atingi team via help@atingi.org.

License: CC BY NC SA

Publication Date: August 7, 2024

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