The Help Desk Analyst: Tier 1 Support Specialist (Online) | Cleveland State University Professional Development Center in Cleveland


The Help Desk Analyst: Tier 1 Support Specialist (Online)

Course Description

If you're interested in being a part of the computer industry, working in customer support is a great place to start. The Help Desk Analyst: Tier 1 Support Specialist Online Training Program will give you the skills to work in this exciting field.

The computer support industry is one of the fastest-growing fields, and there is every indication that this growth will continue. This program uniquely prepares you to work as a support specialist by focusing on the business needs of the customer, establishing credibility and trust, and handling the most difficult customer scenarios. You'll learn about problem-solving and troubleshooting, team dynamics, and interpersonal communication skills. You'll also get a broad overview of the back-office operations of a support center, and the common industry tools and technologies used in providing exceptional customer support.

Course Objectives

Upon completion, students will be able to:

  • Improve support-center productivity
  • Provide exceptional customer support
  • Handle difficult customer situations
  • Implement best practices for problem-solving
  • Exhibit assertive confidence while reducing job stress

Course Content

  1. Essential Communication Skills

    1. Introduction to the Support Industry
    2. Understanding Customer Satisfaction
    3. Telephone Communication Skills
    4. The Call-Handling Process
    5. Dealing With Difficult Customer-Service Situations
    6. Developing and Practicing Assertiveness in Customer Support
    7. Human Resource Issues in the Support Environment
    8. Ethics in the Workplace
    9. Team Building Practices, Principles and Issues
  2. Tools, Problem Solving, and Processes

    1. Staying Current in the Industry
    2. Tools and Technologies for the Support Center
    3. Overview of Network Administration
    4. Disaster Recovery Procedures
    5. Understanding Computer Telephony Integration
    6. Creativity and Problem Solving
    7. The Five-Step Problem-solving Process
    8. Support Processes and Process Integration
  3. Certification Qualifying Exam

    1. Exam Preparation
    2. Qualifying Exam
  4. Performance Outcomes Assignment

    1. Competency Development Using T1SS Competency Model
    2. Scheduled Iterative Performance Evaluations



Upon registering, you're given six months to complete the program.

CEUs: 12

Fee: $1,495