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About This Course
This course is part of the Microsoft Professional Program Certificate in IT Support.
In this course, you will be introduced to and better understand the role of an IT support agent, including core priorities and key responsibilities. You will learn how to improve your support skills by interacting with other roles and mastering specific performance skills.
The course then examines what influences customer behavior when dealing with IT Support, including global cultural differences and communication styles. The course concludes with an introduction to the basic stages of case management, from initial receipt of a support call through solution development and closure.
This is the first in a series of four courses that are targeted to individuals who are considering a move into IT Support.
What you’ll learn
- 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
There is no prerequisites for this course.
Estimate Time : 12-16 hours
Module 1 Introduction to the Support Agent Role
- The Support Agent Role
- Key responsibilities
- Skills and Competencies
- Core Priorities
- Support Model
- Compensation and Rewards
Module 2 Global Cultural Competence
- Understanding what drives Behaviour
- Cultural Dimensions
- Communication Styles
- Time Orientation in Different Cultures
Module 3 Introduction to Case Management
- Case Flow Stages
- Solution Development
- Solution Validation
Lawrence Associates LLC
Bernie Lawrence is founder and CEO of Lawrence Associates LLC. Prior to starting Lawrence Associates LLC, he served as Vice President of Consulting, Sales and Marketing, and as a Managing Director of Business Consulting with Immedient Corporation, Microsoft’s largest privately-held solutions provider. He has a BS in Administration & Management Science and Economics from Carnegie Mellon University and an MBA in Finance from C.W. Post University.
Senior Content Development Manager
Tony Frink is a 35 year veteran of the IT industry, with a background in ERP technologies, Microsoft Dynamics CRM, and Microsoft Office. He spent the first 18 years of his career in ERP software development and professional services management. He has spent the past 17 years with Microsoft and is currently a Senior Content Development Manager on the Cloud Productivity team at Microsoft Learning. He is responsible for developing training content about Office 365 and related products, as well as IT Support topics.
Business & Financial Consultant / IT Course Development & Delivery
Lawrence Associates LLC
With 40 years of professional experience Mike combines technical and business acumen with his coaching skills to provide his clients’ the knowledge they need to develop, deliver, and justify financial business cases for major investments. Mike regularly works with executives in private and public organizations to develop and deliver economic justifications for multi-million-dollar information technology investments. Over the past 10 years, he has also used that background as a basis for developing and delivering a variety of training courses for IT professionals.
|Author / Publisher|
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