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Help Desk Analyst: Tier 1 Support Specialist

GES 208 -- 80 hours

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.