Professional Technical Support Best Practices
The combination of providing resolution to technical problems while maintaining excellent customer service skills creates a unique challenge for today’s support professionals. Customer satisfaction derives from effective communication as much as from obtaining a technical solution. The course addresses this challenge. This course trains IT support professionals in the customer skills necessary to deliver quality services in today’s complex support environment. This program can provide the distinction that sets individuals and companies apart as the best in the technology support industry. It teaches practical skills in effective communication, telephone and online professionalism, questioning techniques, and teamwork, among others.
The technical support professional is a role that individuals assume when they assist with providing support services. They may work directly with customers or with other departments to resolve issues related to the organizations products and the IT infrastructure that enables the business. The course 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.
By the end of this course, delegates will be able to know about:
IT Engineers, IT Professionals, IT Directors, Engineers, IT Project Managers, IT Auditors, IT Compliance Managers, IT Coordinators, IT Support Managers, IT Officers, IT Support Specialists, IT System Administration, Technical Support Professionals, Chief Information Officers, Chief Risk Officers, Information Assurance Officers, Program Managers, Network Systems Analysts, Government Program Managers, R&D Project Managers, Software and System Developers, Chief Security Officers, Security Specialists, Chief Information Security Officers, Directors of Security, Security Architects, Security Operation Center Managers, Security Consultants, Security Managers, Security Auditors, Security Directors, Systems Administrators, Incident Response Analysts, Business Owners, Security Analysts, Security Systems Engineer, Network Architect, Operations Managers, Risk Management Professionals, Network Administration Professionals, Application Developers, Application Support Analysts, Application Engineers, Associate Developers, Technology Officers, Information Officers, Help Desk Specialist, Help Desk Technician, Database Administrators, Network Architects, Network Engineers, Network System Administrators, System Analysts, System Architects, System Designers
Support Centre Overview
Strategic Framework
Support Processes and Operations
Support Delivery Methods & Technology
Continual Service Improvement Process
Communication Skills
Customer Management Skills
Problem-Solving and Troubleshooting Skills
Teamwork, Time Management, and Stress Management
| Code | From | To | City | Fee | |
|---|---|---|---|---|---|
| IT62 | 23 Feb 2020 | 27 Feb 2020 | Alexandria | US$ 3900 | Book |
| IT62 | 27 Apr 2020 | 01 May 2020 | London | US$ 5000 | Book |
| IT62 | 22 Jun 2020 | 26 Jun 2020 | Bali | US$ 5500 | Book |
| IT62 | 17 Aug 2020 | 21 Aug 2020 | Kuala Lumpur | US$ 4500 | Book |
| IT62 | 26 Oct 2020 | 30 Oct 2020 | Bangkok | US$ 4500 | Book |
| IT62 | 20 Dec 2020 | 24 Dec 2020 | Dubai | US$ 4200 | Book |
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DUBAI OFFICE
Ittihad Deira Building, |
USA OFFICE 642 E14 Street,10009-13 Manhattan, New York (NY) USA info@petrogas-training.com |
EGYPT OFFICE 52 General Kamal Hejab Street,Suez Bridge, Cairo, Egypt info@petrogas-training.com |
Certificate of Completion will be provided to the candidate(s) who successfully attend and complete the course. Training hours attendance percentage of 75% is required.
Standard course hours: 8:30 A.M. to 3:30 P.M. Informal discussions: 4:30 P.M. to 5:30 P.M.
We use a blend of interactive and hands-on methods, active participation, a variety of instructional techniques, dynamic presentations, individual and group exercises, in depth discussion, DVD’s, role-plays, case studies, examples. All of the information, competencies, knowledge and skills acquired within our training programs, are 100% transferrable to the participants’ workplace.
Pre-Test and Post-Test Assessment are applied on 5-day and 10-day programs. Also, post course evaluation and candidate’s evaluation are applied to add another level of quality measurement. Candidates’ feedback is highly appreciated to elevate the training service quality.
A- Have staff trained in the latest training and development approaches
B- Support nationalization and talent management initiatives
C- Have properly trained and informed people who will be able to add value
D- Gain relevant technical knowledge, skills and competencies
A- Develop job related skills
B- Develop personal skills in subject matter
C- Have a record of your growth and learning results
D- Bring proof of your progress back to your organization
F- Become competent, effective and productive
G- Be more able to make sound decisions
H- Be more effective in day to day work by mastering job-related processes
I- Create and develop competency to perform job well
A- 10% discount after 05 candidates’ registration.
B- 15% discount after 10 candidates’ registration.
C- 20% discount after 20 candidates’ registration.
D- 25% discount after 25 candidates’ registration.
E- 30% discount after 30 candidates’ registration
F- Higher discount rates will be offered based on work volume with different clients.
A- One extra free seat is offered on 4 candidates on the same course and dates.
B- Two extra free seats are offered on 6 candidates on the same course and dates.
C- Three extra free seats are offered on 8 candidates on the same course and dates.
D- Four extra free seats are offered on 10 candidates on the same course and dates.
E- Five extra free seats are offered on 12 candidates on the same course and dates.
Nominations to our public courses are to be processed by the client’s Training and/or HR departments. A refund will be issued back to the client in the event of course cancellation or seat unavailability. A confirmation will be issued to the relevant department official(s).
If a confirmed registration is cancelled less than 5 working days prior to the course start date, a substitute participant may be nominated to attend the same course or a 20% cancellation charge is applied. In case of a no-show, a 100% fee will be charged.
PAYMENT POLICY
Payment is due upon receiving the course confirmation, invoice and/or proforma invoice. However; the fee due can be wire transferred to our bank account directly after course completion. Our bank details are illustrated on the confirmation, invoice and proforma invoice, as well. The above documents can be communicated electronically, i.e., in a soft copy or/and in hard copy based on customer’s request.
COPYRIGHT
© 2017. Material published by PETROGAS shown here is copyrighted. © 2017. All rights reserved. Any unauthorized copying, distribution, use, dissemination, downloading, storing in any medium, transmission, reproduction or reliance in whole or any part of this course outline is prohibited and will constitute an infringement of copyright.
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