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Help Desk Analyst: Tier 1 Support Specialist

GES 208 -- 80 hours

Course Outline

1. Essential Communication Skills
   1. Introduction to the Support Industry
   2. Understanding Customer Satisfaction
   3. Telephone Communication Skills
   4. Dealing with Difficult Customer-Service Situations
   5. Developing and Practicing Assertiveness in Customer Support
   6. Human Resource Issues in the Support Environment
   7. Ethics in the Workplace
   8. Team Building
   9. Measuring Success
2. Tools, Problem Solving, and Processes
   1. Staying Current in the Industry
   2. Tools and Technologies for the Support Center
   3. Overview of Network Administration
   4. Disaster Recovery Procedures
   5. Understanding Computer Telephony Integration
   6. Creativity and Problem-Solving
   7. The Five-Step Problem-Solving Process
   8. Process Integration