IT Support: Fundamentals

IT Support: Fundamentals

Archived
Course
en
English
12 h
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Conditions
  • Self-paced
  • Free Access
  • Fee-based Certificate
More info
  • 4 Sequences
  • Introductive Level

You can't access an archived course

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Course details

Syllabus

  • Introduce the support agent role 
  • Identify the core priorities and key responsibilities of a support agent
  • Improve your support skills by interacting with other roles
  • Identify the performance skills a support agent should master
  • Understand what drives customer behavior when interacting with support agents
  • Examine how cultural dimensions and communication styles affect customer behavior
  • Learn how different cultures view time
  • Examine the basic stages of IT Support case management

Prerequisite

None.

Instructors

Bernie Lawrence
CEO
Lawrence Associates LLC

Tony Frink
Senior Content Development Manager
Microsoft

Mike Orlowicz
Business & Financial Consultant / IT Course Development & Delivery
Lawrence Associates LLC

Editor

Microsoft Corporation is an American multinational technology company headquartered in Redmond, Washington, that develops, manufactures, licenses, supports and sells computer software, consumer electronics and personal computers and services. Its best known software products are the Microsoft Windows line of operating systems, Microsoft Office office suite, and Internet Explorer web browser.

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