The Computer Support Industry is one of the fastest-growing industries on the scene today; and there is every indication that that trend will not change anytime soon. As more and more companies grow to rely on ever-increasing and more complex technologies to satisfy production and service demands, so too the need for those equipped to support those technologies while maintaining high customer-satisfaction levels. Fixing the technical failure is often not as difficult as maintaining customer satisfaction through the technical failure.

FEATURES

Emphasis is given to problem solving and troubleshooting, team dynamics, and interpersonal communication skills. It also provides a broad overview of the back-office operations of a support center, and exposes the student to common industry tools and technologies used in providing exceptional customer support.

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TOPIC HIGHLIGHTS

1. Essential Communication Skills
1. Introduction to the Support Industry
2. Understanding Customer Satisfaction
3. Telephone Communication Skills
4. Dealing with Difficult Customer-Service Situations
5. Developing and Practicing Assertiveness in Customer Support
6. Human Resource Issues in the Support Environment
7. Ethics in the Workplace
8. Team Building
9. Measuring Success
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. Process Integration

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CERTIFICATE REQUIREMENTS

A 70% or better must be achieved in order to receive a Certificate of Completion.

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COURSE OBJECTIVES

By completing the Help Desk Analyst: Tier 1 Support Specialist program, students will understand how 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.

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PDF BROCHURE

Please click here to download the PDF brochure for the Gatlin online courses offered by OCPE.

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WHO SHOULD ATTEND

Prerequisites
There are no specific prerequisites for this course, although it is recommended that the participant have at least six months experience in the Support Industry.

Target Audience
The Help Desk Analyst: Tier 1 Support Specialist program is designed for support professionals seeking greater understanding of their job, and higher performance proficiencies while doing their job.

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Eric Svendsen, PhD, is CEO of SCInc. and is a part-time George Mason University, OCPE, Gatlin instructor. For over a decade he taught on the faculty of Ziff Davis Education (ZDNet) and Help Desk Institute, where he consistently ranked as one of the highest-rated and most sought-after consultant/instructors. Eric developed the original seminars and course materials for the industry's first industry-accredited and internationally recognized Help Desk Certification seminars, and was personally involved in the development of certification standards and exams for the Support Industry. He has also provided both technical and professional consulting and training to hundreds of organizations. Eric speaks regularly at computer-industry events, has written numerous articles for industry publications such as Support Solutions magazine, LifeRaft magazine, and Support World magazine. He has also written several books, including Presentation Skills and Accelerated Learning Techniques for Computer Trainers. More recently, Eric contributed to the Thomson Course Technology book, A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition (2004).

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1. How do I register for a Gatlin online course?

Gatlin does not offer courses directly to the public. It offers courses through George Mason University and other colleges and universities. Please contact our office at 703-993-2113 or click here for more information or to register for a course.

2. How much do Gatlin online courses cost?

To view the prices for all Gatlin courses that are offered by George Mason University, please click here.

3. Why do I have to take Gatlin courses through a participating school?

That is the only way Gatlin Education Services offers its courses. They do not deal directly with the public.

4. Do I have to travel to register for or to attend a Gatlin online course?

All Gatlin courses are delivered entirely online, so you do not have to go to a class or travel to a school. Please contact our office at 703-993-2113 or click here for more information or to register for a course.

5. How long does it take to complete a Gatlin course?

All of our Gatlin courses are asynchronous. You can start and finish the course at your own pace. Most courses are designed to be completed within 180 days. You may request an extension if you think you will need more time to complete a course. Please contact us at 703-993-2113 or click here if you have any questions or if you would like to register for a course.

6. Do I have to buy additional materials?

Please refer to the green Included Materials box located on the upper right hand side of this page. If materials are included in this course, they will be shipped by Gatlin to you via UPS ground service after you have registered for a course.

7. Can I get financial aid for Gatlin courses?

George Mason University offers financial assistance through the Sallie Mae Training Loan Program for qualifying students. Call 703-993-2113 for more information. GES also provides a loan opportunity for students (www.collegeloanapplication.com).

8. What happens when I complete the course?

If you obtain a final passing grade of 70% or greater in a course, we will award you a George Mason University certificate of completion.

9. Who will be my instructor?

Each student is paired up with a George Mason University, OCPE, Gatlin facilitator for one-on-one interaction. The facilitator will be available (by e-mail or by telephone) to answer any questions you may have and to provide feedback on your performance. All of our facilitators are successful working professionals in the fields in which they teach.

10. What are the system requirements in order to take an online course?

Please see the "PC requirements" section listed for individual courses.

11. When can I start the course?

You can register for a course at any time.

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