Advanced Certificate in Tech Support Ticket Management

Name: Advanced Certificate in Tech Support Ticket Management
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The Advanced Certificate in Tech Support Ticket Management is a comprehensive course designed to enhance your skills in tech support ticket management. This certification program focuses on essential topics such as incident management, problem management, change management, and service request management.

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AboutThisCourse

In today's digital world, there is a high demand for professionals who can effectively manage and resolve technical support tickets. By completing this course, you will gain the knowledge and skills necessary to excel in this field, making you an invaluable asset to any organization that relies on technology to drive its business. This certificate course is designed to equip learners with the essential skills required for career advancement in tech support ticket management. By completing this program, you will have demonstrated your expertise in this area, giving you a competitive edge in the job market and enabling you to take on more senior roles within your organization.

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CourseDetails

• Ticket Management Fundamentals: Understanding the basics of tech support ticket management, including ticket creation, assignment, and tracking.

• Incident Response and Resolution: Techniques for quickly and effectively responding to and resolving tech support tickets.

• Customer Service Skills for Tech Support: Building and maintaining positive relationships with customers through effective communication and problem-solving.

• Advanced Troubleshooting Techniques: Utilizing advanced tools and methodologies to diagnose and resolve complex tech support issues.

• Multi-Channel Support Management: Managing tech support tickets across multiple channels, including email, phone, chat, and social media.

• Ticket Prioritization and Escalation: Prioritizing tech support tickets based on severity and urgency, and escalating them to higher levels of support as needed.

• Performance Metrics and Analytics: Measuring and analyzing tech support ticket management performance using key metrics and analytics.

• Integration with IT Service Management (ITSM) Tools: Integrating tech support ticket management with ITSM tools for seamless incident and problem management.

• Change and Configuration Management: Managing changes and configurations in a tech support environment to minimize disruptions and maximize efficiency.

CareerPath

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In this Advanced Certificate in Tech Support Ticket Management section, we'll discuss four key roles in tech support ticket management and their respective market trends and salary ranges in the UK. We will represent these statistics using a 3D pie chart for a more engaging visual experience. 1. Level 1 Tech Support: Representing 20% of the roles, Level 1 Tech Support focuses on providing frontline support for basic technical issues. The average salary range in the UK is £18,000 to £24,000. 2. Level 2 Tech Support: Level 2 Tech Support roles account for 40% of the positions in tech support ticket management. These professionals handle more complex technical issues, with an average salary range of £25,000 to £35,000 in the UK. 3. Team Lead/Manager: Making up 25% of the roles, Team Leads or Managers oversee the daily operation of tech support teams. They earn an average salary between £36,000 and £50,000 in the UK. 4. ITIL Expert: Comprising 15% of the roles, ITIL Experts possess advanced knowledge in ITIL (Information Technology Infrastructure Library) best practices. They earn an average salary ranging from £45,000 to £65,000 in the UK. This 3D pie chart serves as a visual representation of the industry's job market trends and skill demands for tech support ticket management roles in the UK. Keep in mind that these numbers can vary depending on factors such as location, company size, and years of experience.

EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
ComputerInternetAccess
BasicComputerSkills
DedicationCompleteCourse

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FastTrack GBP £140

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AcceleratedLearningPath

ThreeFourHoursPerWeek
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StandardMode GBP £90

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FlexibleLearningPace

TwoThreeHoursPerWeek
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ADVANCED CERTIFICATE IN TECH SUPPORT TICKET MANAGEMENT

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London College of Foreign Trade (LCFT)

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05 May 2025

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