Technical Support Training Courses and Workshops

Schools providing training courses, certificates, diplomas or degree programs of Technical Support




Total 158 training courses and degree programs available around the world.

Technical Support

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Greenville Technical College
Training Center(s)/Venue(s): Greenville, Simpsonville, Taylors, United States

This course is a study of technical support/help desk concepts and techniques for supporting computers and computer services.

Technical Support Specialist (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Globe University - Wisconsin
Training Center(s)/Venue(s): Appleton, Eau Claire, La Crosse, Madison, Wausau, United States
  V

Minnesota School of Business &, Globe University can help you gain entry to help desk and service desk technician roles through an immersive curriculum focused on hardware, operating systems, security, customer service, productivity software, and networking skills and knowledge.

Gain the skills employers want
•Application of best practices to customer support concepts
•Identifying information security practices
•Troubleshooting and repairing computer system configuration

On-site coursework fits your busy schedule

We understand you have priorities to balance with your learning goals, so we offer day and evening programs to fit your schedule.

You’ll benefit from classwork in subjects such as:
•Computer Fundamentals
•Data and Networks
•Information Security
•MS Office Applications I
•Operating Systems I
•Professional Communications I

Technical Support Specialist (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Globe University Sioux Falls Campus
Training Center(s)/Venue(s): Sioux Falls, United States
  V

Minnesota School of Business &, Globe University can help you gain entry to help desk and service desk technician roles through an immersive curriculum focused on hardware, operating systems, security, customer service, productivity software, and networking skills and knowledge.

Gain the skills employers want
•Application of best practices to customer support concepts
•Identifying information security practices
•Troubleshooting and repairing computer system configuration

On-site coursework fits your busy schedule

We understand you have priorities to balance with your learning goals, so we offer day and evening programs to fit your schedule.

You’ll benefit from classwork in subjects such as:
•Computer Fundamentals
•Data and Networks
•Information Security
•MS Office Applications I
•Operating Systems I
•Professional Communications I

Technical Support Specialist (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Minnesota School of Business & Globe University
Training Center(s)/Venue(s): Blaine, Minneapolis, Richfield, Rochester, Woodbury, United States
  V

Minnesota School of Business &, Globe University can help you gain entry to help desk and service desk technician roles through an immersive curriculum focused on hardware, operating systems, security, customer service, productivity software, and networking skills and knowledge.

Gain the skills employers want
•Application of best practices to customer support concepts
•Identifying information security practices
•Troubleshooting and repairing computer system configuration

On-site coursework fits your busy schedule

We understand you have priorities to balance with your learning goals, so we offer day and evening programs to fit your schedule.

You’ll benefit from classwork in subjects such as:
•Computer Fundamentals
•Data and Networks
•Information Security
•MS Office Applications I
•Operating Systems I
•Professional Communications I

HDI Desktop Support Manager (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

As the desktop support manager, you are responsible for executing the operational and tactical plans of desk side support while satisfying customer and business needs. The scope of services the desktop support manager must provide reaches beyond supporting desktops. It includes support for laptops, notebooks, PDAs, printers, and just about anything the company desires that requires face-to-face or desk side support, also known as desktop services, desk side support, technical services, or on-site support.

Designed for both new and experienced desktop support managers, this course helps you learn to satisfy operational demands and build a support function that aligns with the organization, adds value to the business, and delivers on its commitments.

This course is designed to assist you in preparing for the HDI Desktop Support Manager (HDI-DSM) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken with... [Read More]

Knowledge-Centered Support (KCS)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

Knowledge-Centered Support (KCS), developed by the Consortium for Service Innovation, is a methodology and a set of processes and practices that leverage knowledge as a key asset of the support organization. KCS is proven to allow service and support organizations to significantly improve service levels to customers, gain operational efficiencies, and increase the organization&,#146,s value to the company through knowledge management.

This knowledge management best-practices course will provide support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. You will learn how to implement a strategy for adopting KCS that creates and maintains knowledge as a by-product of the incident management process.

This course is designed to assist you in preparing for the KCS Principles certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be ... [Read More]

HDI Problem Management Professional (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

The responsibilities of problem management professionals vary from organization to organization, but they often include: assisting with the planning and implementation of the problem management process, performing both reactive and proactive problem management, prioritizing and categorizing problems, investigating and diagnosing the problems, coordinating and/or executing root cause analysis, developing workarounds, and proposing changes to resolve issues.

The HDI Problem Management Professional Certification Standard is based on the concepts, principles, and best practices found in various IT service management (ITSM) frameworks, including ITIL®, ISO/IEC 20000, and COBIT®.

What You&,#146,ll Learn

Best practice frameworks and standards for ITSM
Service restoration from an incident and problem management perspective
The problem management activity flow
The importance of detection, prioritization, and categorization
Methods for investigation and diagnosis
The roles and responsibilities of the problem management pr... [Read More]

HDI Desktop Support Technician (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

As a desktop support technician, you are an IT support professional who spends much of your day visiting customers at their workstations or home office, providing technical support to many desktop systems.

In this HDI Desktop Support Technician course, you will learn about key support center processes and concepts to improve overall support operations, and you will gain customer service and interpersonal skills that improve the customer&,#146,s experience.

This course is designed to assist you in preparing for the HDI Desktop Support Technician (HDI-DST) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase, and you must take the exam within 12 weeks of course completion.

What You&,#146,ll Learn

Proven techniques for improving on-site customer interaction
How service level agreements impact workflow and prioritization of requests
Seven key steps for effective root cause analysis
Read More]

Service Desk Institute - Analyst (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V


Excellent Service Desk support is vital to ensure an organisation consistently delivers the required IT service levels. The responsibilities of the support analyst are many and they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them. This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support.

Roles and responsibilities - learn about everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver effective support
Relationship management - discover the importance of team work, customer relationships and cultural awareness, best practice customer service, dealing effectively with difficult situations and teamwork
Effective communication skills and competencies - identify and develop the core competencies of communication required on the service desk
Problem solving - examine the process and practice the techniques
Effective rapport and conflict management s... [Read More]

Avaya Aura Contact Center Support

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

1. Maintenance and Troubleshooting
2. SIP Basics
3. Avaya Aura Contact Center System Engineering
4. Troubleshooting Tools and Procedures
5. Avaya Aura Contact Center System Security
6. Troubleshooting Security Issues
7. Troubleshooting Voice Issues
8. Troubleshooting Multimedia Issues
9. Troubleshooting Maintenance and Administration Issues
10. Avaya Aura Contact Center Performance Optimization
11. Avaya Aura Contact Center Adds, Moves, and Changes
12. Avaya Aura Contact Center Upgrades and Migrations
Labs
Lab 1: SIP Avaya Aura Contact Center Route Points
Lab 2: SIP Avaya Aura Contact Center Media Servers
Lab 3: SIP Avaya Aura Contact Center Media Services and Routes
Lab 4: SIP Avaya Aura Contact Center Supervisor and Agent SIP
Properties
Lab 5: Troubleshoot MAC Address Mismatch between License File and
NIC
Lab 6: Manually Invoke mapvicheck.exe
Lab 7: Using the Event Logs on Co-Resident CCMA/CCMS/CCT
Lab 8: Use the Trace Control Utility
Lab 9: Use the Log Archi... [Read More]

HDI Desktop Support Manager (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

As the desktop support manager, you are responsible for executing the operational and tactical plans of desk side support while satisfying customer and business needs. The scope of services the desktop support manager must provide reaches beyond supporting desktops. It includes support for laptops, notebooks, PDAs, printers, and just about anything the company desires that requires face-to-face or desk side support, also known as desktop services, desk side support, technical services, or on-site support.

Designed for both new and experienced desktop support managers, this course helps you learn to satisfy operational demands and build a support function that aligns with the organization, adds value to the business, and delivers on its commitments.

This course is designed to assist you in preparing for the HDI Desktop Support Manager (HDI-DSM) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken with... [Read More]

Knowledge-Centered Support (KCS)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

Knowledge-Centered Support (KCS), developed by the Consortium for Service Innovation, is a methodology and a set of processes and practices that leverage knowledge as a key asset of the support organization. KCS is proven to allow service and support organizations to significantly improve service levels to customers, gain operational efficiencies, and increase the organization&,#146,s value to the company through knowledge management.

This knowledge management best-practices course will provide support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. You will learn how to implement a strategy for adopting KCS that creates and maintains knowledge as a by-product of the incident management process.

This course is designed to assist you in preparing for the KCS Principles certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be ... [Read More]

HDI Problem Management Professional (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

The responsibilities of problem management professionals vary from organization to organization, but they often include: assisting with the planning and implementation of the problem management process, performing both reactive and proactive problem management, prioritizing and categorizing problems, investigating and diagnosing the problems, coordinating and/or executing root cause analysis, developing workarounds, and proposing changes to resolve issues.

The HDI Problem Management Professional Certification Standard is based on the concepts, principles, and best practices found in various IT service management (ITSM) frameworks, including ITIL®, ISO/IEC 20000, and COBIT®.

What You&,#146,ll Learn

Best practice frameworks and standards for ITSM
Service restoration from an incident and problem management perspective
The problem management activity flow
The importance of detection, prioritization, and categorization
Methods for investigation and diagnosis
The roles and responsibilities of the problem management pr... [Read More]

HDI Desktop Support Technician (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

As a desktop support technician, you are an IT support professional who spends much of your day visiting customers at their workstations or home office, providing technical support to many desktop systems.

In this HDI Desktop Support Technician course, you will learn about key support center processes and concepts to improve overall support operations, and you will gain customer service and interpersonal skills that improve the customer&,#146,s experience.

This course is designed to assist you in preparing for the HDI Desktop Support Technician (HDI-DST) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase, and you must take the exam within 12 weeks of course completion.

What You&,#146,ll Learn

Proven techniques for improving on-site customer interaction
How service level agreements impact workflow and prioritization of requests
Seven key steps for effective root cause analysis
Read More]

Service Desk Institute - Analyst (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V


Excellent Service Desk support is vital to ensure an organisation consistently delivers the required IT service levels. The responsibilities of the support analyst are many and they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them. This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support.

Roles and responsibilities - learn about everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver effective support
Relationship management - discover the importance of team work, customer relationships and cultural awareness, best practice customer service, dealing effectively with difficult situations and teamwork
Effective communication skills and competencies - identify and develop the core competencies of communication required on the service desk
Problem solving - examine the process and practice the techniques
Effective rapport and conflict management s... [Read More]

Avaya Aura Contact Center Support

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

1. Maintenance and Troubleshooting
2. SIP Basics
3. Avaya Aura Contact Center System Engineering
4. Troubleshooting Tools and Procedures
5. Avaya Aura Contact Center System Security
6. Troubleshooting Security Issues
7. Troubleshooting Voice Issues
8. Troubleshooting Multimedia Issues
9. Troubleshooting Maintenance and Administration Issues
10. Avaya Aura Contact Center Performance Optimization
11. Avaya Aura Contact Center Adds, Moves, and Changes
12. Avaya Aura Contact Center Upgrades and Migrations
Labs
Lab 1: SIP Avaya Aura Contact Center Route Points
Lab 2: SIP Avaya Aura Contact Center Media Servers
Lab 3: SIP Avaya Aura Contact Center Media Services and Routes
Lab 4: SIP Avaya Aura Contact Center Supervisor and Agent SIP
Properties
Lab 5: Troubleshoot MAC Address Mismatch between License File and
NIC
Lab 6: Manually Invoke mapvicheck.exe
Lab 7: Using the Event Logs on Co-Resident CCMA/CCMS/CCT
Lab 8: Use the Trace Control Utility
Lab 9: Use the Log Archi... [Read More]

Service Desk Institute - Analyst (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge UK
Training Center(s)/Venue(s): Aberdeen, Bath, Bristol, Leeds, London, Wokingham, United Kingdom
  V


Excellent Service Desk support is vital to ensure an organisation consistently delivers the required IT service levels. The responsibilities of the support analyst are many and they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them. This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support.

Roles and responsibilities - learn about everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver effective support
Relationship management - discover the importance of team work, customer relationships and cultural awareness, best practice customer service, dealing effectively with difficult situations and teamwork
Effective communication skills and competencies - identify and develop the core competencies of communication required on the service desk
Problem solving - examine the process and practice the techniques
Effective rapport and conflict management s... [Read More]

Avaya Aura Contact Center Support

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge UK
Training Center(s)/Venue(s): Aberdeen, Bath, Bristol, Leeds, London, Wokingham, United Kingdom
  V

1. Maintenance and Troubleshooting
2. SIP Basics
3. Avaya Aura Contact Center System Engineering
4. Troubleshooting Tools and Procedures
5. Avaya Aura Contact Center System Security
6. Troubleshooting Security Issues
7. Troubleshooting Voice Issues
8. Troubleshooting Multimedia Issues
9. Troubleshooting Maintenance and Administration Issues
10. Avaya Aura Contact Center Performance Optimization
11. Avaya Aura Contact Center Adds, Moves, and Changes
12. Avaya Aura Contact Center Upgrades and Migrations
Labs
Lab 1: SIP Avaya Aura Contact Center Route Points
Lab 2: SIP Avaya Aura Contact Center Media Servers
Lab 3: SIP Avaya Aura Contact Center Media Services and Routes
Lab 4: SIP Avaya Aura Contact Center Supervisor and Agent SIP
Properties
Lab 5: Troubleshoot MAC Address Mismatch between License File and
NIC
Lab 6: Manually Invoke mapvicheck.exe
Lab 7: Using the Event Logs on Co-Resident CCMA/CCMS/CCT
Lab 8: Use the Trace Control Utility
Lab 9: Use the Log Archi... [Read More]

Access Manager 3.2: Technical Support Troubleshooting and New Features

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Student Shelter In Computers
Training Center(s)/Venue(s): Lahore, Pakistan
  V

Learn how to avoid initial problems using proactive best practices, and to troubleshoot Access Manager 3.2 problems should they occur. This session covers troubleshooting tools and key log files for the most commonly reported problems. We will also review new product features from the latest release of Access Manager.

Training Level: 3 - Advanced

Duration: 4 Days

This class will be taught following these sections:
General Networking troubleshooting tools
Access Manager specific troubleshooting tools
Access Manager protected resource flow
Access Manager log settings and log files
Case study
Additional reading ?Hidden slides (Access Gateway Service)

System Support Level 2 (Diploma)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Doncaster College
Training Center(s)/Venue(s): Doncaster, United Kingdom
  V

The City &, Guilds Level 2 Diploma in System Support course is designed for learners who wish to study within the technology sector, and to improve job prospects in ICT related fields.

Learners will not only be equipped with the skills &, knowledge to succeed in an ever changing ICT environment, through completion of this course a strong emphasis is placed on enhancement of providing additional skills for life.

Course structure

The course covers the following subjects:
•Maintain ICT equipment and systems
•Customer support provision
•Install and configure ICT equipment and operating systems
•Testing ICT Systems
•Install, configure, &, maintain software

Assessment

​Assessment of your skills is carried out through completion of a range of realistic tasks and End Tests. Tutorials form part of the curriculum, designed specifically to provide students with individual timeslots so feedback on assignments can be discussed along with any other queries. English and Maths are also on the timeta... [Read More]

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