Training Course:Help Desk Analyst: Tier 1 Support Specialist (Certificate)School/Trainer:Carroll Community College
Westminster, Maryland, United States
Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced
Course Description:
'' 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
...''
Elements of this syllabus are subject to change.
Please go to the school's official website for training price and schedule:
http://www.carrollcc.edu/
http://www.gatlineducation.com/carrollcc/
Phone:410-386-8100
School Address:
Continuing Education & Training
1601 Washington Rd.
Westminster, MD 21157
USA
Jobs & Resumes: Westminster
Houses & Roommates: Westminster
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