Technical Support Professional Skills

Course Description

The technical support professional is a role that individuals assume when they assist with providing support services. This role services as an escalation point for support centers by providing level 2 or level 3 support. They may work directly with customers or with other departments to resolve issues related to the organizations products and/or the IT infrastructure that enables the business.

The training focuses on customer service and service management best practices, emphasizing responsive incident escalation, the importance of metrics measurement, knowledge management, problem management, improving teamwork, and stress management. 

Course Objectives

·         Learning customer service best practices

·         Mastering communications skills

·         Learning service management best practices and terms

·         Understanding the mportance of being responsive to incident escalation and the need to log information properly

·         Understanding the purpose and value of quality assurance monitoring

·         Exploring the metrics used to monitor performance of the team, the individual, and how success is determined

·         Learning knowledge management best practices

·         Learning how to improve problem solving and problem management

·         Learnng how to improve teamwork and relationships

Who Should Attend?

·         IT Engineers 

·         IT professionals 

·         Technical support professionals who serve as the escalation point for one or more support centers and desktop support team

Course Details/Schedule

Day 1

Support Center Overview

·         The Support Organization’s Role in Business

·         Role of the Technical Support Professional

·         Value of the Technical Support Professional

Strategic Framework

·         Strategic Perspective

·         The Service Catalog 

·         Service Level Management

·         Standard Operating Procedures

·         Business Alignment

Day 2

Support Processes and Operations

·         Best Practices

·         ITIL

·         Service Operation Functions and Processes

·         Service Design Processes

·         Service Transition Processes

Support Delivery Methods & Technology

·         Support Center Infrastructure

·         Support Delivery Methods

·         Cloud Services

·         Remote Management

·         Service Management Systems

Day 3

Continual Service Improvement Process

·         Continual Service Improvement

·         Quality Assurance

·         Metrics

·         Performance Reporting

Day 4

Communication Skills

·         Communicating with Stakeholders

·         Communication Barriers, Filters and Enablers

·         Global Communication

·         Vocal Elements

·         Body Language

·         Active Listening

Customer Management Skills

·         Your Customer’s Pyschological Needs

·         Empathy

·         Emotional Intelligence

·         Handling Conflict

·         Customer Competency Levels

Day 5

Problem-Solving and Troubleshooting Skills

·         Problem-Solving Approach

·         Questioning Skills

·         Handling Escalations

·         Investigation and Diagnosis

·         Root Cause Analysis

·         Effective Documentation

Teamwork, Time Management, and Stress Management

·         Teamwork

·         Time Management Skills

·         Stress Management Skills