Becoming a successful IT Support Professional
What you'll learn
- Key skills for improving customer engagement
- Common IT Support areas
- Qualifications and Career pathways
- Positive attitude and the will to succeed
This is a non-technical course designed to empower students with values & skills paramount to achieving successful customer engagement throughout a career in IT Support.
I'll also discuss key areas where you'll learn about growth within an organization, expectations from the business and also what you may encounter in terms of career progression and interviewing as you build a career within IT Support.
The key areas I will cover:
Key principles paramount to sustaining positive customer relationships.
Potential career paths
Basic qualifications needed for 1st line or entry level support.
How companies differ in terms of process & procedures.
The core elements of the IT service desk, and what you may expect to support in the real world.
Expectations in the interview and recruitment process.
By the end of this course you will have a clearer understanding of why a positive and 'can do' attitude is vitally important to building positive relationships within IT Support.
You will gain confidence in the way you open and sustain a positive dialogue in conversations by engaging customers and end-users.
You will be empowered to improve working relationships with colleagues and peers.
You can assess how interpersonal skills are essential to forging a successful career as an IT Support professional and consistently evaluate areas that need attention or further understanding.
Who this course is for:
- anyone wanting to embark on a career in IT Support
- anyone wanting to become a better professional
I'm a vastly experienced IT Support professional experienced in 1st to-3rd line support capacities in both Windows & Mac environments. My experience in working for multinationals, small businesses and startups exposing me to the needs and expectations in many areas for IT success.
I've lead service desk teams successfully, managed departments globally and provided extensive training sessions to end user and customers in areas of technical and non-technical support.