http://www.udemy.com/desktop-support-specialist-free-training/
If you are looking to get into IT, typically the ‘Help Desk’ is considered a ground level position (although my experience was working as a QC tech for a local PC business). But even then, you have to have some decent knowledge of PCs, networking and customer service to really excel at it. The job isn’t for anyone, and as far as IT is concerned, it is in my opinion, a job that requires you to be half socially adept; half technically adept.
So, where do you get all this magical information? Is this something that is just bestowed upon you after reading a tome of nerd knowledge? Well, kind of…
Udemy, a kind of do-it-yourself education site, has a good course to help you get your feet wet…or at least it helps you know what you are getting yourself into!
Side note: A Facebook Connect pop-up will appear when you open the page. Simply click ‘Browse Anonymously’ to get around this.
The course goes over some (but is not limited to) of the following:
- 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 Six-Step Problem-solving Process
- Support Processes and Process Integration
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