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Jira Service Desk for agents – User training

Jira Service Desk is rapidly becoming the go-to tool for companies looking to quickly set up an efficient service desk to track and resolve their IT issues.

In this Jira Service Desk agent training, you will learn how to master the tool and quickly manage incidents, problems and change requests submitted to your team, whether you work for an IT service desk, a support center, or any team that offers customer support.

You will be confident in how you use the tool and learn its capabilities and limitations.

In a private class context (in-house training delivery), this course can be adapted to fit your team's workflows and specific requirements.


0.5 day

Available formats

Public or private class, live online or on-site

Course code


Attendees profile

  • Future Jira Service Desk agents


None required


  • Understand how to use Jira Service Desk efficiently as an agent
  • Acquire the basics of ITIL and be able to converse with any other service desk professional

Course outline

Introduction to IT service desks

  • What is an IT service desk?
  • IT service desk glossary
  • An introduction to ITIL

Who is Jira Service Desk for?

  • Profiles and roles of users
  • Main use cases

Being a Jira Service Desk agent

  • The agent's workspace
  • Handling requests
  • Feeding the knowledge base
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