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ed2go Information Technology Other Help Desk Analyst: Tier 1 Support Specialist
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help-desk-jobs

Help Desk Analyst: Tier 1 Support Specialist

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 six months to complete the program.

6 Months / 120 Course Hrs
Open Enrollment

Offered in Partnership with your Preferred School

George Mason University Why this school? It's been chosen based on your location or if you've visited this school's website.

Financial Assistance Available*

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Learning Method

Instructor-led Self-Paced: Study at your own schedule

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Help Desk Analyst: Tier 1 Support Specialist

Learning Method

Instructor-led Self-Paced: Study at your own schedule

Contact Us

Help Desk Analyst: Tier 1 Support Specialist Reviews

Help Desk Analyst: Tier 1 Support Specialist Details + Objective

Course Code: GES208

You Will Learn
  • Improve support-center productivity
  • Provide exceptional customer support
  • Handle difficult customer situations
  • Exhibit assertive confidence while reducing job stress
How the course is taught
  • Self-paced, online course
  • 6 months to complete
  • Open enrollment, begin anytime
  • 120 course hours
How you will benefit
  • Understand how to make any customer interaction positive and effective
  • Learn problem solving techniques that can be implemented while working
  • Assess your role in the industry and future opportunities for advancement
Help Desk Analyst: Tier 1 Support Specialist Outline
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Communication Skills

Receive an introduction to the support industry. Discuss job opportunities, and work to understand customer satisfaction and best practices for telephone communication skills. 

Ethics and Issues

Learn about human resource-related issues in the customer support world. Learn how to act assertively when dealing with customers while retaining a professional demeanor. You’ll also discuss ethics in the work place and best team building practices.

Tools and Technologies

Understand the software and tools needed to stay current in the industry. You’ll cover the technologies most often used at support centers and an overview of network administration.

Problem Solving

Master the best ways to recover from an issue on the job. This section of the course will examine disaster recovery procedures, creative problem solving, and support processes.

Exam Preparation

Review the material that’s been previously covered in the course in preparation for your final qualifying exam.

Performance Outcome Assignment

Complete the course by displaying competency development while using T1SS Competency Model. You’ll also complete a scheduled iterative performance evaluation.

Program Details
  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
View All Sections
Help Desk Analyst: Tier 1 Support Specialist Instructors
Eric Svendsen

Eric Svendsen, Ph.D., is CEO of SCInc. For over a decade, he taught on the faculty of Ziff Davis Education (ZDNet) and Help Desk Institute, where he consistently ranked as one of the highest-rated and most sought-after consultant/instructors. Eric developed the original seminars and course materials for the first industry-accredited and internationally recognized help desk certification seminars, and he was personally involved in the development of certification standards and exams for the support industry. He has also provided both technical and professional consulting and training to hundreds of organizations. Eric speaks regularly at computer-industry events and has written numerous articles for industry publications such as Support Solutions magazine, LifeRaft magazine, and Support World magazine. He has also written several books, including Presentation Skills and Accelerated Learning Techniques for Computer Trainers. More recently, Eric contributed to the Thomson Course Technologybook, A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition (2004).

Help Desk Analyst: Tier 1 Support Specialist Requirements / 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.

The Help Desk Analyst: Tier 1 Support Specialist course is a preparation for the Support Performance Tier-1 Support Specialist (SPC-T1SS) Certification*. Students who complete the Tier 1 Support Specialist course have the option to sit for the SPC-T1SS Certification exam at no additional cost. Students who complete the course with a passing grade will receive a certificate of completion. Additionally, students who complete the course and the certification exam (both with a passing grade) will receive two certificates; one that shows course completion and one that states SPC-T1SS certified.

*This is an organizational certification through SCInc., not an industry certification

This program is compatible with the Windows XP and later operating systems and can be accessed using the following major browsers: Internet Explorer, Chrome, and Firefox. In addition, this course can be taken on a mobile device, as it is available as a mobile app.

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).

All program materials are available online.

Help Desk Analyst: Tier 1 Support Specialist Frequently Asked Questions
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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.

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 six months to complete this program. 

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.

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.

What happens when I complete the program?

Upon successful completion of the program, you will be awarded a certificate of completion. Students will also have the option to sit for the Support Performance Tier-1 Support Specialist (SPC-T1SS) certfication exam at no additional cost

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.

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.

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.

Can I use a Mac?

Yes, you can use a Mac for this program.

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 toward the top of the page). If you are visiting us during non-business hours, please feel free to send us a question using the "Contact Us" form to the right. You may also call us at (855) 534-3690. We will answer your questions promptly.

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. 

Please note: Once the program curriculum is accessed online or through submission of a material shipment confirmation, refunds cannot be issued. 

What if I don't have enough time to complete my program within the time frame provided?

The time allotted to complete your program has been calculated based on the number of hours for each program, so don't worry too much about not completing in time. If, after a concerted effort, you are still unable to complete, your Student Advisor will help you work out a suitable completion date. Please note that a fee will be charged for an extension.

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Talk to an admissions counselor
Got other questions? Get in touch with our admissions counselors via . During non-business hours, please feel free to send us a question using the "Contact Us" button. You can also reach us by phone at (855) 520-6806.