Help Desk Analyst: Tier 1 Support Specialist

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Logo University of Houston School of Continuing & Professional Studies

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Description

If you're interested in being a part of the computer industry, working in customer support is a great place to start. The Help Desk Analyst: Tier 1 Support Specialist Online Training Program will give you the skills to work in this exciting field. This online certificate program is offered in partnership with major colleges, universities, and other accredited education providers.

"The instructor was knowledgeable, friendly, and helpful. I would recommend this course to others. Thank you to Dr. Svendsen!"- G.E., College of Staten Island, CYNY

"I just wanted to give you a note of appreciation. I'm only partially through the course at this point, but so far I've enjoyed your lectures. You have…

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If you're interested in being a part of the computer industry, working in customer support is a great place to start. The Help Desk Analyst: Tier 1 Support Specialist Online Training Program will give you the skills to work in this exciting field. This online certificate program is offered in partnership with major colleges, universities, and other accredited education providers.

"The instructor was knowledgeable, friendly, and helpful. I would recommend this course to others. Thank you to Dr. Svendsen!"- G.E., College of Staten Island, CYNY

"I just wanted to give you a note of appreciation. I'm only partially through the course at this point, but so far I've enjoyed your lectures. You have a warm, confident, and authoritative style that instills a sense of confidence and learning. This is my first time doing an online course (I have a Bachelor's degree from a small liberal arts college in PA), and, for me at least, there's always a weariness about the quality and substance of any online course. But with your course at least, I feel that I'm getting good information from a knowledgeable, competent source!"
- L.C., Harrisburg Area Community College

"I have to admit, I was not at all enthralled with the thought of taking an online class. I have surprised myself (and my supervisor) on how much I am enjoying it. Again, thank you!"
- C.M., Collin College

The computer support industry is one of the fastest-growing fields, and there is every indication that this growth will continue. This program uniquely prepares you to work as a support specialist by focusing on the business needs of the customer, establishing credibility and trust, and handling the most difficult customer scenarios. You'll learn about problem solving and troubleshooting, team dynamics, and interpersonal communication skills. You'll also get a broad overview of the back-office operations of a support center, and the common industry tools and technologies used in providing exceptional customer support. Upon registering, you're given an initial six months to complete the program. Should you need more time, you may request a six-month extension at no additional charge.

Objectives:

By completing the Help Desk Analyst: Tier 1 Support Specialist Online Training Program, you'll 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

Outline:

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

Prerequisites:

There are no specific prerequisites for this program, although six months of support industry experience is recommended. The Help Desk Analyst: Tier 1 Support Specialist Online Training Program is designed for support professionals seeking greater understanding of their job and better performance in doing their job.

Materials:

This program is compatible with the Windows XP and later operating systems and IE 7 and later browsers. This program can be taken from either a Mac or a PC. There are no specific computer requirements other than an Internet connection, Windows Media Player (available as a free download), and Adobe Acrobat Reader (also available as a free download). Students should use the latest version of Internet Explorer in place of other Web browsers. All program materials are available online.

FAQ

1. Can I register for programs if I am an international student? Yes, because ed2go programs are online you never have to actually travel to the school. Most schools offer telephone or online registration. 2. How long does it take to complete a program? All of our programs are self-paced and open enrollment, so you can start them when you want and finish them at your own pace. Upon registration, you're given an initial six months to complete this program. Should you need more time beyond six months, an extension of six months is available at no additional cost. 3. Do I have to buy additional materials? All the materials you'll need are included, and their cost will be covered by your tuition. ed2go will ship all materials ground service upon enrollment. 4. Can I get financial assistance? ed2go courses are non-credit courses, so they do not qualify for federal aid. In some states, vocational rehab or workforce development boards will pay for qualified students to take our courses. 5. What happens when I complete the program? Upon successful completion of the program, you will be awarded a certificate of completion. 6. Am I guaranteed a job? ed2go programs will provide you with the skills you need to obtain an entry-level position in most cases. We don't provide direct job placement services, but our facilitators and career counselors will help you build your resume and are available to give advice on finding your first job. Facilitators will also be available to use as a professional reference upon completion of the program. Potential students should always do research on the job market in their area before registering. 7. Who will be my instructor? Each student is paired up with a facilitator for one-on-one interaction. The facilitator will be available (via e-mail) to answer any questions you may have and to provide feedback on your performance. All of our facilitators are successful working professionals in the fields in which they teach. 8. What software or hardware do I need in order to take online programs and what are the system requirements? In order to take our online programs, you must have access to a computer and the Internet. You can access the program contents from any Web-enabled computer. You don't have to use the same computer to log-in to the program every time. We recommend that you have a word-processing program (Microsoft Word is best) and the latest version of Internet Explorer. 9. Can I use a Mac? Yes, you can use a Mac for this program. 10. How can I get more information about the program? If you have questions that are not answered on our website, please feel free to contact us via LIVE chat (click the button below). If you are visiting us during non-business hours, please feel free to send us a question using the "Ask a question" button below. You may also call us at 1-877-221-5151. We will answer your questions promptly. 11. When can I start the program? Our programs are all open enrollment. You can register and start the program as soon as you are ready.

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