One of our clients went through this training and highly recommended it.
This nationally recognized Help Desk Analyst: Tier 1 Support Specialist online course and training program teaches the skills that students must acquire to be successful as a Help Desk Analyst. Tutorials and projects will teach the student the practical uses of Help Desk Analyst skills. This online certificate program is only offered in partnership with major accredited colleges and universities.
Course Overview/Description
The Computer Support Industry is one of the fastest-growing industries on the scene today; and there is every indication that that trend will not change anytime soon. As more and more companies grow to rely on ever-increasing and more complex technologies to satisfy production and service demands, so too the need for those equipped to support those technologies while maintaining high customer-satisfaction levels. Fixing the technical failure is often not as difficult as maintaining customer satisfaction through the technical failure. This program uniquely prepares the support specialist to keep the customer productive by focusing on the business needs of the customer, establishing credibility and trust, and by handling the most difficult customer scenarios. Emphasis is given to problem solving and troubleshooting, team dynamics, and interpersonal communication skills. It also provides a broad overview of the back-office operations of a support center, and exposes the student to common industry tools and technologies used in providing exceptional customer support.
Upon registering, you are given an initial six months to complete the program. Should you need more time, you may request a 6-month extension at no additional charge.
By completing the Help Desk Analyst: Tier 1 Support Specialist program, students will understand how to:
Improve support-center productivity.
Provide exceptional customer support.
Handle difficult customer situations.
Implement best practices for problem solving.
Exhibit assertive confidence while reducing job stress.
Course Outline
Essential Communication Skills
Introduction to the Support Industry
Understanding Customer Satisfaction
Telephone Communication Skills
Dealing with Difficult Customer-Service Situations
Developing and Practicing Assertiveness in Customer Support
Human Resource Issues in the Support Environment
Ethics in the Workplace
Team Building
Measuring Success
Tools, Problem Solving, and Processes
Staying Current in the Industry
Tools and Technologies for the Support Center
Overview of Network Administration
Disaster Recovery Procedures
Understanding Computer Telephony Integration
Creativity and Problem-Solving
The Five-Step Problem-Solving Process
Process Integration
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