Help Desk Analyst: Tier 1 Support Specialist

George Mason University

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Career Training Program
Program Code: GES208
Hours: 120
Fees: $1595.00 USD


  1. Essential Communication Skills
    1. Introduction to the Support Industry
    2. Understanding Customer Satisfaction
    3. Telephone Communication Skills
    4. The Call-Handling Process
    5. Dealing With Difficult Customer-Service Situations
    6. Developing and Practicing Assertiveness in Customer Support
    7. Human Resource Issues in the Support Environment
    8. Ethics in the Workplace
    9. Team Building Practices, Principles and Issues
  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. Support Processes and Process Integration
  3. Certification Qualifying Exam
    1. Exam Preparation
    2. Qualifying Exam
  4. Performance Outcomes Assignment
    1. Compentency Development Using T1SS Compentency Model
    2. Scheduled Iterative Performance Evaluations
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