Executive Development Programme in Efficient Tech Support Strategies
-- ViewingNowThe Executive Development Programme in Efficient Tech Support Strategies is a certificate course designed to empower professionals with cutting-edge skills in technical support. In today's technology-driven world, there's an increasing demand for experts who can provide efficient and effective tech support.
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โข Efficient Tech Support Fundamentals: Understanding the importance of efficient tech support, common tech support challenges, and the role of a tech support executive.
โข Communication and Interpersonal Skills: Developing effective communication skills, empathy, and patience for dealing with frustrated or non-technical users.
โข Troubleshooting Techniques: Mastering the art of problem-solving, utilizing diagnostic tools, and escalation procedures.
โข Customer Service Management: Balancing customer satisfaction, time management, and prioritization in a high-pressure environment.
โข ITIL Framework: An overview of ITIL best practices, including Incident Management, Problem Management, and Change Management.
โข Remote Support Tools: Familiarization with remote access tools and best practices for securing remote connections.
โข Knowledge Management: Implementing a knowledge base, documentation standards, and continuous learning.
โข Performance Metrics: Understanding and tracking key performance indicators (KPIs) to measure tech support efficiency and effectiveness.
โข Cybersecurity Awareness: Identifying and mitigating common cyber threats, such as phishing, malware, and ransomware.
โข Team Leadership and Collaboration: Leading a tech support team, fostering a collaborative environment, and coaching junior team members.
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