Description

Helpdesk training from Gatlin International offers instruction in one of the fastest-growing industries in the IT field today and all indications point toward continued growth in the field. Companies of all sizes and in all business sectors rely heavily on increasingly complex technologies and the need for qualified personnel to support those technologies and maintain customer satisfaction is at an all-time high. Repairing a technical failure is often not nearly as difficult as maintaining customer satisfaction that may suffer as the result of the technical failure. Our helpdesk training program equips the IT support specialist with the skills needed to keep the customer productive by focusing on the customer's business needs, by establishing credibility and trust, and by training the helpdesk specialist how to handle even the most difficult customer scenarios. Throughout our helpdesk training course we emphasize problem solving and troubleshooting, and focus on teamwork and building effective interpersonal communication skills. The helpdesk training course also provides a broad overview of the behind the scenes operations of a support center, and exposes participants to common industry tools and technologies used to deliver exceptional customer support.

Upon registering in the helpdesk training course, you are given an initial six months to complete the program and offered the opportunity to request a six-month extension, if necessary, at no additional charge.

Course Objectives of the Helpdesk Training

Successful participants in the Help Desk Analyst: Tier 1 Support Specialist program will:

• Understand how to improve support-center productivity.
• Have insights into how to provide exceptional customer support.
• Possess the skills needed to handle difficult customer situations.
• Know how to implement best practices for problem solving.
• Exhibit assertive confidence while, at the same time, reducing job stress.

Get the helpdesk training you need with the Help Desk Analyst Tier 1 Support Specialist course from Gatlin International.

Outline

In the HelpDesk training course from Gatlin International, you will learn the following skills

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

Demo

Click here to view a demo of this course.

Additional Info

Languages

English

Course Length

80.00 hours

Duration of Access

6 months

Instructor

Eric Svendsen, Ph.D.

Prerequisites/Audience

Prerequisites
There are no specific prerequisites for the helpdesk training course, although it is recommended that the participant have at least six months experience in the Support Industry.

Target Audience
The Help Desk Analyst: Tier 1 Support Specialist program is designed for support professionals seeking greater understanding of their job, and higher performance proficiencies while doing their job.

Requirements/Materials Included

The helpdesk training course is not currently 100% compatible with the Windows Vista Operating System.

This course 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). It is recommended that the student use the latest version of Internet Explorer in place of other web browsers. All course materials are available online.