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Course Title
Help Desk Analyst: Tier 1 Support Specialist


The computer support industry is one of the fastest-growing fields, and there is every indication that this growth will continue. This program uniquely prepares you to work as a support specialist by focusing on the business needs of the customer, establishing credibility and trust, and handling the most difficult customer scenarios. You'll learn about problem solving and troubleshooting, team dynamics, and interpersonal communication skills. You'll also get a broad overview of the back-office operations of a support center, and the common industry tools and technologies used in providing exceptional customer support.  Offered in partnership with ed2go.

There are no specific prerequisites for this program, although six months of support industry experience is recommended. The Help Desk Analyst: Tier 1 Support Specialist Online Training Program is designed for support professionals seeking greater understanding of their job and better performance in doing their job.


Upon completion of this course, learners will be able to:

  • problem solve and troubleshoot
  • improve team dynamics and interpersonal communication skills
  • provide exceptional customer support using the common industry tools and technologies
  • improve support-center productivity
  • handle difficult customer situations
  • implement best practices for problem solving
  • exhibit assertive confidence while reducing job stress                                                                                              


I. Essential Communication Skills
A. Introduction to the Support Industry
B. Understanding Customer Satisfaction
C. Telephone Communication Skills
D. The Call-Handling Process
E. Dealing With Difficult Customer-Service Situations
F. Developing and Practicing Assertiveness in Customer Support
G. Human Resource Issues in the Support Environment
H. Ethics in the Workplace
I. Team Building Practices, Principles and Issues

II. Tools, Problem Solving, and Processes
A. Staying Current in the Industry
B. Tools and Technologies for the Support Center
C. Overview of Network Administration
D. Disaster Recovery Procedures
E. Understanding Computer Telephony Integration
F. Creativity and Problem Solving
G. The Five-Step Problem-solving Process
H. Support Processes and Process Integration

III. Certification Qualifying Exam
A. Exam Preparation
B. Qualifying Exam

IV. Performance Outcomes Assignment
A. Competency Development Using T1SS Competency Model
B. Scheduled Iterative Performance Evaluations

Method of Instruction



Class participation