Course Outline
Unit 1: Support Center Overview
— The Evolution the Support Centre
— Role of Desktop Support Technician
— Support Center’s Role in the Business
Unit 2: Strategic Framework
— Strategic Perspective
— Service Level Agreements (SLAs)
— Standard Operating Procedures (SOPs)
— Business Alignment
Unit 3: Service Delivery Methods and Technology
— Service Delivery Methods
— Telephony Systems
— Service Management Systems
Unit 4: Support Centre Processes and Operations
— IT Service Management (ITSM)
— ITIL Service Support
— Security Management
— Knowledge Management
— Quality Assurance (QA)
Unit 5: Customer Management Skills
— Total Contact Ownership
— Procedures for Call Handling
— Procedures for Onsite Visits
Unit 6: Communication Skills
— The Communication Process
— Cultural Sensitivity
— Vocal Elements
— Active Listening
— Body Language
— Incident Documentation
— Writing Skills
Unit 7: Problem-solving and Troubleshooting Skills
— Problem-solving and Types of Thinking
— Questioning Skills
— Solve Incidents with IMPACT
— Additional Customer Service Skills
— Root Cause Analysis
Unit 8: Maximising Effectiveness
— Your Customer’s Psychological Needs
— Handling Conflict
— Difficult Customer Behaviours
— Stress Management
— Power of a Service Attitude
— Managing Your Use of Time
