Professional Certificate in Tech Support Service Desk Training
-- ViewingNowThe Professional Certificate in Tech Support Service Desk Training course is essential for learners seeking to build a career in the rapidly growing tech support industry. This course covers the fundamentals of service desk support, teaching learners to handle and resolve technical issues, manage service desk tools, and communicate effectively with clients.
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GBP £ 140
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โข Introduction to Tech Support Service Desk: Understanding the role and responsibilities of a service desk, incident management, and service request fulfillment.
โข Communication and Interpersonal Skills: Effective communication with users, active listening, and empathy in a service desk environment.
โข ITIL Foundation: Overview of ITIL best practices, including incident management, problem management, and change enablement.
โข Service Desk Tools and Processes: Familiarization with service desk software, ticketing systems, and automation tools.
โข Technical Troubleshooting: Problem identification, root cause analysis, and resolution techniques for hardware, software, and network issues.
โข Customer Service and Escalation Management: Managing customer expectations, escalation procedures, and service level agreements.
โข Knowledge Management and Continual Improvement: Documenting and sharing knowledge, lessons learned, and continuous service improvement practices.
โข Security and Compliance: Understanding data privacy, security policies, and compliance requirements in a service desk environment.
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