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Course Catalog
Help Desk Analyst: Tier 1 Support Specialist: GATLIN
NEW!
COURSE 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.
COURSE REQUIRMENTS
This course is not currently 100% compatible with Windows Vista Operating System.
This course can be taken from either a Mac or a PC. There are no specific computer requirements other than an Internet connection, Windows Media Player (available as a free download), and Adobe Acrobat Reader (also available as a free download). It is recommended that the student use the latest version of Internet Explorer in place of other web browsers. All course materials are available online.
COURSE OUTLINE
I. Essential Communication Skills
a. Introduction to the Support Industry
b. Understanding Customer Satisfaction
c. Telephone Communication Skills
d. Dealing with Difficult Customer-Service Situations
e. Developing and Practicing Assertiveness in
Customer Support
f. Human Resource Issues in the Support
Environment
g. Ethics in the Workplace
h. Team Building
i. Measuring Success
II. Tools, Problem Solving, and Processes
a. Staying Current in the Industry
b. Tools and Technologies for the Support Center
c. Overview of Network Administration
d. Disaster Recovery Procedures
e. Understanding Computer Telephony Integration
f. Creativity and Problem-Solving
g. The Five-Step Problem-Solving Process
h. Process Integration
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This class has already started for the quarter which means it is too late to register. Please check back soon to register for the next quarter.
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