Help Desk Analyst: Tier 1 Support Specialist Online Certificate Course

Learn to work as a support specialist by focusing on the business needs of the customer

Help Desk Analyst: Tier 1 Support Specialist Online Certificate Course

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Learn to focus on the business needs of the customer, establish credibility, and provide excellent customer service and support

The computer support industry is one of the fastest-growing fields, and there is every indication that this growth will continue. This program uniquely prepares you to work as a support specialist by focusing on the business needs of the customer, establishing credibility and trust, and handling the most difficult customer scenarios. You'll learn about problem solving and troubleshooting, team dynamics, and interpersonal communication skills. You'll also get a broad overview of the back-office operations of a support center, and the common industry tools and technologies used in providing exceptional customer support.

Upon registering, you're given six months to complete the program.

Join one of our customer service training courses today!

By completing the Help Desk Analyst: Tier 1 Support Specialist Online Training Program, you'll understand how to:

  • Improve support-center productivity
  • Provide exceptional customer support
  • Handle difficult customer situations
  • Implement best practices for problem solving
  • Exhibit assertive confidence while reducing job stress

Course Fast Facts:

  • This course is delivered 100% on-line and is accessible 24/7 from any computer or smartphone
  • Instructors lead each course and you will be able to interact with them and ask questions
  • You can study from home or at work at your own pace in your own time
  • You will be awarded a certificate at completion of this course

Course Delivery

Upon enrolment, an automated welcome email will be sent to you (please check your junk email inbox if not received as this is an automated email), in order for you to access your online course, which is Available 24/7 on any computer or smart mobile device. New courses start every month to ensure that we have the correct ratio of students to tutors available, please ensure you select a starting date when you go through our shopping cart, at checkout. The course is easy to follow and understand. Here at Courses for Success we want our users to learn in an efficient way without interrupting their everyday lives. 

Recognition & Accreditation

All students who complete the course receive a certificate of completion with a passing score (for the online assessment) and will be issued a certificate via email.

  • Essential Communication Skills
    • Introduction to the Support Industry
    • Understanding Customer Satisfaction
    • Telephone Communication Skills
    • The Call-Handling Process
    • Dealing With Difficult Customer-Service Situations
    • Developing and Practicing Assertiveness in Customer Support
    • Human Resource Issues in the Support Environment
    • Ethics in the Workplace
    • Team Building Practices, Principles and Issues
  • Tools, Problem Solving, and Processes
    • Staying Current in the Industry
    • Tools and Technologies for the Support Center
    • Overview of Network Administration
    • Disaster Recovery Procedures
    • Understanding Computer Telephony Integration
    • Creativity and Problem Solving
    • The Five-Step Problem-solving Process
    • Support Processes and Process Integration
  • Certification Qualifying Exam
    • Exam Preparation
    • Qualifying Exam
  • Performance Outcomes Assignment
    • Compentency Development Using T1SS Compentency Model
    • Scheduled Iterative Performance Evaluations

This program is compatible with the Windows XP and later operating systems and can be accessed using the following major browsers: Internet Explorer, Chrome, and Firefox. In addition, this course can be taken on a mobile device, as it is available as a mobile app.

This program 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).

All program materials are available online.

There are no specific prerequisites for this program, although six months of support industry experience is recommended. The Help Desk Analyst: Tier 1 Support Specialist Online Training Program is designed for support professionals seeking greater understanding of their job and better performance in doing their job.

1. Can I register for programs if I am an international student?

Yes, because These programs are online you never have to actually travel to the school. Most schools offer telephone or online registration.

2. How long does it take to complete a program?

All of our programs are self-paced and open enrollment, so you can start them when you want and finish them at your own pace. Upon registration, you're given six months to complete this program.

3. Do I have to buy additional materials?

All the materials you'll need are included, and their cost will be covered by your tuition. We will ship all materials ground service upon enrollment.

4. Can I get financial assistance?

These courses are non-credit courses, so they do not qualify for federal aid. In some states, vocational rehab or workforce development boards will pay for qualified students to take our courses.

5. What happens when I complete the program?

Upon successful completion of the program, you will be awarded a certificate of completion.

6. Am I guaranteed a job?

These programs will provide you with the skills you need to obtain an entry-level position in most cases. We don't provide direct job placement services, but our facilitators and career counselors will help you build your resume and are available to give advice on finding your first job. Facilitators will also be available to use as a professional reference upon completion of the program. Potential students should always do research on the job market in their area before registering.

7. Who will be my instructor?

Each student is paired up with a facilitator for one-on-one interaction. The facilitator will be available (via e-mail) to answer any questions you may have and to provide feedback on your performance. All of our facilitators are successful working professionals in the fields in which they teach.

8. What software or hardware do I need in order to take online programs and what are the system requirements?

In order to take our online programs, you must have access to a computer and the Internet. You can access the program contents from any Web-enabled computer. You don't have to use the same computer to log-in to the program every time. We recommend that you have a word-processing program (Microsoft Word is best) and the latest version of Internet Explorer.

9. Can I use a Mac?

Yes, you can use a Mac for this program.

10. When can I start the program?

Our programs are all open enrollment. You can register and start the program as soon as you are ready.

Please note: Once the program curriculum is accessed online or through submission of a material shipment confirmation, refunds cannot be issued.

11.  What if I don't have enough time to complete my program within the time frame provided?

The time allotted to complete your program has been calculated based on the number of hours for each program, so don't worry too much about not completing in time. If, after a concerted effort, you are still unable to complete, your Student Advisor will help you work out a suitable completion date. Please note that a fee will be charged for an extension.

 

Eric Svendsen, Ph.D., is CEO of SCInc. For over a decade, he taught on the faculty of Ziff Davis Education (ZDNet) and Help Desk Institute, where he consistently ranked as one of the highest-rated and most sought-after consultant/instructors. Eric developed the original seminars and course materials for the first industry-accredited and internationally recognized help desk certification seminars, and he was personally involved in the development of certification standards and exams for the support industry. He has also provided both technical and professional consulting and training to hundreds of organizations. Eric speaks regularly at computer-industry events and has written numerous articles for industry publications such as Support Solutions magazine, LifeRaft magazine, and Support World magazine. He has also written several books, including Presentation Skills and Accelerated Learning Techniques for Computer Trainers. More recently, Eric contributed to the Thomson Course Technology book, A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition (2004).

About this Course

Learn to focus on the business needs of the customer, establish credibility, and provide excellent customer service and support

The computer support industry is one of the fastest-growing fields, and there is every indication that this growth will continue. This program uniquely prepares you to work as a support specialist by focusing on the business needs of the customer, establishing credibility and trust, and handling the most difficult customer scenarios. You'll learn about problem solving and troubleshooting, team dynamics, and interpersonal communication skills. You'll also get a broad overview of the back-office operations of a support center, and the common industry tools and technologies used in providing exceptional customer support.

Upon registering, you're given six months to complete the program.

Join one of our customer service training courses today!

By completing the Help Desk Analyst: Tier 1 Support Specialist Online Training Program, you'll understand how to:

  • Improve support-center productivity
  • Provide exceptional customer support
  • Handle difficult customer situations
  • Implement best practices for problem solving
  • Exhibit assertive confidence while reducing job stress

Course Fast Facts:

  • This course is delivered 100% on-line and is accessible 24/7 from any computer or smartphone
  • Instructors lead each course and you will be able to interact with them and ask questions
  • You can study from home or at work at your own pace in your own time
  • You will be awarded a certificate at completion of this course

Course Delivery

Upon enrolment, an automated welcome email will be sent to you (please check your junk email inbox if not received as this is an automated email), in order for you to access your online course, which is Available 24/7 on any computer or smart mobile device. New courses start every month to ensure that we have the correct ratio of students to tutors available, please ensure you select a starting date when you go through our shopping cart, at checkout. The course is easy to follow and understand. Here at Courses for Success we want our users to learn in an efficient way without interrupting their everyday lives. 

Recognition & Accreditation

All students who complete the course receive a certificate of completion with a passing score (for the online assessment) and will be issued a certificate via email.

  • Essential Communication Skills
    • Introduction to the Support Industry
    • Understanding Customer Satisfaction
    • Telephone Communication Skills
    • The Call-Handling Process
    • Dealing With Difficult Customer-Service Situations
    • Developing and Practicing Assertiveness in Customer Support
    • Human Resource Issues in the Support Environment
    • Ethics in the Workplace
    • Team Building Practices, Principles and Issues
  • Tools, Problem Solving, and Processes
    • Staying Current in the Industry
    • Tools and Technologies for the Support Center
    • Overview of Network Administration
    • Disaster Recovery Procedures
    • Understanding Computer Telephony Integration
    • Creativity and Problem Solving
    • The Five-Step Problem-solving Process
    • Support Processes and Process Integration
  • Certification Qualifying Exam
    • Exam Preparation
    • Qualifying Exam
  • Performance Outcomes Assignment
    • Compentency Development Using T1SS Compentency Model
    • Scheduled Iterative Performance Evaluations

This program is compatible with the Windows XP and later operating systems and can be accessed using the following major browsers: Internet Explorer, Chrome, and Firefox. In addition, this course can be taken on a mobile device, as it is available as a mobile app.

This program 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).

All program materials are available online.

There are no specific prerequisites for this program, although six months of support industry experience is recommended. The Help Desk Analyst: Tier 1 Support Specialist Online Training Program is designed for support professionals seeking greater understanding of their job and better performance in doing their job.

1. Can I register for programs if I am an international student?

Yes, because These programs are online you never have to actually travel to the school. Most schools offer telephone or online registration.

2. How long does it take to complete a program?

All of our programs are self-paced and open enrollment, so you can start them when you want and finish them at your own pace. Upon registration, you're given six months to complete this program.

3. Do I have to buy additional materials?

All the materials you'll need are included, and their cost will be covered by your tuition. We will ship all materials ground service upon enrollment.

4. Can I get financial assistance?

These courses are non-credit courses, so they do not qualify for federal aid. In some states, vocational rehab or workforce development boards will pay for qualified students to take our courses.

5. What happens when I complete the program?

Upon successful completion of the program, you will be awarded a certificate of completion.

6. Am I guaranteed a job?

These programs will provide you with the skills you need to obtain an entry-level position in most cases. We don't provide direct job placement services, but our facilitators and career counselors will help you build your resume and are available to give advice on finding your first job. Facilitators will also be available to use as a professional reference upon completion of the program. Potential students should always do research on the job market in their area before registering.

7. Who will be my instructor?

Each student is paired up with a facilitator for one-on-one interaction. The facilitator will be available (via e-mail) to answer any questions you may have and to provide feedback on your performance. All of our facilitators are successful working professionals in the fields in which they teach.

8. What software or hardware do I need in order to take online programs and what are the system requirements?

In order to take our online programs, you must have access to a computer and the Internet. You can access the program contents from any Web-enabled computer. You don't have to use the same computer to log-in to the program every time. We recommend that you have a word-processing program (Microsoft Word is best) and the latest version of Internet Explorer.

9. Can I use a Mac?

Yes, you can use a Mac for this program.

10. When can I start the program?

Our programs are all open enrollment. You can register and start the program as soon as you are ready.

Please note: Once the program curriculum is accessed online or through submission of a material shipment confirmation, refunds cannot be issued.

11.  What if I don't have enough time to complete my program within the time frame provided?

The time allotted to complete your program has been calculated based on the number of hours for each program, so don't worry too much about not completing in time. If, after a concerted effort, you are still unable to complete, your Student Advisor will help you work out a suitable completion date. Please note that a fee will be charged for an extension.

 

Eric Svendsen, Ph.D., is CEO of SCInc. For over a decade, he taught on the faculty of Ziff Davis Education (ZDNet) and Help Desk Institute, where he consistently ranked as one of the highest-rated and most sought-after consultant/instructors. Eric developed the original seminars and course materials for the first industry-accredited and internationally recognized help desk certification seminars, and he was personally involved in the development of certification standards and exams for the support industry. He has also provided both technical and professional consulting and training to hundreds of organizations. Eric speaks regularly at computer-industry events and has written numerous articles for industry publications such as Support Solutions magazine, LifeRaft magazine, and Support World magazine. He has also written several books, including Presentation Skills and Accelerated Learning Techniques for Computer Trainers. More recently, Eric contributed to the Thomson Course Technology book, A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition (2004).

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Course Summary

Course ID: 007GES208
Delivery Mode: Online
Access: 6 Months
Tutor Support: Yes
Time: 120 Hours
Qualification: Certificate

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