IT Customer Response

Learning IT
Stirling,Glasgow,Inverness, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' A 12-24 month development Programme, developing both IT and interpersonal skills.

Learning IT, Scotland’s Leading Centre for IT Modern Apprenticeships, are offering a 12-24 month programme for young staff to help develop IT skills and also the ’softer’ skills required for IT support environment. The time span of this qualification allows for long-term personal development, with the focus on responding to customer IT problems in the workplace. The Programme will be delivered both onsite and at our training centre in Stirling, and will lead to a nationally recognised qualification.

Benefits of the Customer Response Modern Apprenticeship

A City and Guilds approved Qualification.

Developing customer support skills.

Developing a professional approach:

Written and spoken communication skills;

Problem solving;

Teamworking;

Expanding on knowledge of health and safety and data protection.

A good all round qualification to develop skills needed for the support of others.
Course outline

Delivery:

One to one coaching with a dedicated trainer on site.

Tailored to individual and business needs.

Optional supplementary training at Learning IT.

On line support.
Target Group:

Anyone who supports users in an IT environment.

Pre-requisites:

A commitment to developing support skills and professionalism.









Course Content:

Core modules

Managing your own ability to support the organisation

Developing an ability to support others

Managing your time when supporting customers

Responding to requirements of colleagues

Exchanging information with colleagues

Managing Customer Relations

Representing the organisation

Responding to the requirements of customers

Develop and maintain business relationships with customers

Coordinating the exchange of information with colleagues and customers

Meeting customer requirements
Progress the delivery of IT services to customers

Obtaining information on the delivery of the service

Monitor the delivery of the service

Inform customers of progress in the delivery of the service
Determine the IT services required by customers

Identify customers’ requirements for services

Recording information on customers

Assess the level of support required by customers

Prioritise the requirements of customers
Diagnose technical problems with IT systems

Collect information on technical problems

Evaluate information

Identify potential causes

Optional modules (choose from)

Implementing the response to customers

Provide Technical information to customers

Lead a team to achieve the IT support of others

Supply information and advice to customers

Initiate the delivery of IT services to customers
...''

Phone:01786 478 478 Fax: 01786 478 222

School Address:

Head Office
Drummond House
Wellgreen
Stirling
FK8 2DZ

Tel: 01786 478 478
Fax: 01786 478 222


Glasgow Office
The Ca’d’Oro
45 Gordon Street
Glasgow
G1 3PE

Tel:0141 248 5000
Fax:0141 221 5003


Inverness Office
The Green House
Beechwood Business Park
Inverness
IV2 3BL

Tel: 01463 717716
Fax: 01463 667344

Jobs & Resumes: Stirling, Glasgow, Inverness
Houses & Roommates: Stirling, Glasgow, Inverness

Using the Internet
MICROSOFT PROJECT
Business Administration to Modern Apprenticeship level
Management Level 4
Training & Development Level 4
Using IT
Using IT For Teleworking
Operating IT
Installing and Supporting IT
IT Customer Systems Support

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