- Self-paced
- Free Access
- Fee-based Certificate
IT Support: Fundamentals
You can't access an archived course
- 4 Sequences
- Introductive Level
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
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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