Masterclass Certificate in IT Support Metrics and KPIs

Name: Masterclass Certificate in IT Support Metrics and KPIs
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The Masterclass Certificate in IT Support Metrics and KPIs course is a comprehensive program designed to equip learners with the essential skills needed to excel in the IT support industry. This course focuses on the importance of measuring and analyzing IT support metrics and KPIs to improve overall performance, productivity, and user satisfaction.

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AboutThisCourse

In today's fast-paced digital world, the demand for IT support professionals who can effectively measure and analyze metrics and KPIs is rapidly increasing. By gaining a deep understanding of these concepts, learners can advance their careers and become valuable assets to any organization. This course covers a wide range of topics, including data analysis, problem identification, trend analysis, and reporting. Learners will also gain hands-on experience in using various tools and techniques to collect, analyze, and interpret data. Upon completion of this course, learners will have a solid understanding of IT support metrics and KPIs, and will be able to use this knowledge to drive innovation, improve performance, and advance their careers in the IT support industry.

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CourseDetails

• IT Support Metrics
• Key Performance Indicators (KPIs) for IT Support
• Importance of IT Support Metrics and KPIs
• Types of IT Support Metrics and KPIs
• Mean Time to Resolution (MTTR)
• First Contact Resolution (FCR) Rate
• Customer Satisfaction (CSAT) Score
• Incident Rate and Trend Analysis
• Setting Up and Tracking IT Support KPIs
• Continuous Improvement with IT Support Metrics and KPIs

CareerPath

The IT support job market is booming in the UK, offering diverse and exciting opportunities for professionals looking to build a career in this field. This Masterclass Certificate in IT Support Metrics and KPIs provides a comprehensive understanding of the various roles available and their respective market trends, salary ranges, and skill demands. With a 3D Google Charts pie chart, we can clearly visualize the distribution of four major IT support roles in the UK: 1. **IT Support Specialist**: With a 45% share, IT Support Specialists represent the largest group in the industry. They are responsible for managing day-to-day technical issues and ensuring the smooth operation of computer systems and software for businesses and organizations. 2. **Network Administrator**: Holding a 30% share, Network Administrators maintain, manage, and upgrade an organization's network infrastructure. They ensure network connectivity, security, and performance, enabling seamless communication and data sharing within a company. 3. **Desktop Support Technician**: Desktop Support Technicians account for 15% of the market. They provide front-line technical assistance to end-users, managing hardware and software installation, troubleshooting, and maintenance tasks. 4. **Security Analyst**: With a 10% share, Security Analysts are crucial in today's digital landscape. They protect an organization's data and digital assets by designing, implementing, and monitoring security measures to counteract cyber threats and attacks. This Masterclass Certificate will equip you with the necessary skills and in-depth knowledge of IT Support Metrics and KPIs to excel in any of these roles and stay competitive in the ever-evolving UK tech industry.

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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MASTERCLASS CERTIFICATE IN IT SUPPORT METRICS AND KPIS

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London College of Foreign Trade (LCFT)

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05 May 2025

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