Help Desk Analyst: Tier 1 Support Specialist GES 208 »
120
hours
- Essential Communication Skills
- Introduction to the Support Industry
- Understanding Customer Satisfaction
- Telephone Communication Skills
- The Call-Handling Process
- 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 Practices, Principles and Issues
- 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
- Support Processes and Process Integration
- Certification Qualifying Exam
- Exam Preparation
- Qualifying Exam
- Performance Outcomes Assignment
- Competency Development Using T1SS Compentency Model
- Scheduled Iterative Performace Evaluations