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Genesee Community College
Home > Training Programs > Other > Help Desk Analyst: Tier 1 Support Specialist
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Help Desk Analyst: Tier 1 Support Specialist

help-desk-jobs
$1,495.00 (USD)

DETAILS

OUTLINE

I.    Essential Communication Skills
    A.    Introduction to the Support Industry
    B.    Understanding Customer Satisfaction
    C.    Telephone Communication Skills
    D.    The Call-Handling Process
    E.    Dealing With Difficult Customer-Service Situations
    F.    Developing and Practicing Assertiveness in Customer Support
    G.    Human Resource Issues in the Support Environment
    H.    Ethics in the Workplace
    I.    Team Building Practices, Principles and Issues

II.    Tools, Problem Solving, and Processes

    A.    Staying Current in the Industry
    B.    Tools and Technologies for the Support Center
    C.    Overview of Network Administration
    D.    Disaster Recovery Procedures
    E.    Understanding Computer Telephony Integration
    F.    Creativity and Problem Solving
    G.    The Five-Step Problem-solving Process
    H.    Support Processes and Process Integration

III.    Certification Qualifying Exam

    A.    Exam Preparation
    B.    Qualifying Exam

IV.    Performance Outcomes Assignment

    A.    Compentency Development Using T1SS Compentency Model
    B.    Scheduled Iterative Performance Evaluations

REQUIREMENTS

PREREQUISITES

INSTRUCTOR

FAQS

REVIEWS

Genesee Community College

One College Road
The BEST Center
Batavia, NY 14020 US
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