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Equipping IT Professionals for Tech Support

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Course Summary

Home > Courses >Professional Development for Software Engineers >Communication >Equipping IT Professionals for Tech Support

The Equipping IT Professionals for Tech Support training course provides the key skills and behavior tech support professionals need to succeed. For example, communication, customer service, and problem resolution skills will be covered. Therefore, students will become well versed in providing exceptional tech support.

The course begins with reviewing the role and importance of competent tech support professionals. Next, students will learn the principles of effective communication that apply to all mediums. Most importantly, this includes successful actions in dealing with difficult clients and non-technical users. The course concludes with a general framework for effective conflict resolution. 

Students should have some experience in an IT role and basic knowledge of hardware and software. For more communication courses, click here.

Purpose
Learn the communication, conflict resolution, and people skills needed to grow in an IT support role.
Audience
IT Professionals needing to learn communication, conflict resolution, and people skills.
Role
Business Analyst - Project Manager - Q/A - Software Developer - System Administrator - Technical Manager - Web Developer
Skill Level
Introduction
Style
Workshops
Duration
1 Day
Related Technologies
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  • Productivity Objectives:
    • Describe how to guide and control communication over distance 
    • Identify the client type and adjust the approach accordingly
    • Practice the basic principles of communication in written and spoken form
    • Demonstrate how to resolve conflict to the satisfaction of all parties concerned
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about our training

  • keywordicon1
    Real-World Content

    Project-focused demos and labs using your tool stack and environment, not some canned "training room" lab.

  • keywordicon2
    Expert Practitioners

    Industry experts with 15+ years of industry experience that bring their battle scars into the classroom.

  • keywordicon3
    Experiential Learning

    More coding than lecture, coupled with architectural and design discussions.

  • keywordicon4
    Fully Customized

    One-size-fits-all doesn't apply to training teams. That's where we come in!

What You'll Learn

In the Equipping IT Professionals for Tech Support training course, you'll learn:

  • Role of Tech Support 
    • Essential mission 
    • Value to the organization 
    • Basic challenges of the role
  • Principles of Effective Communication 
    • How (and why) to understand another person 
    • Causes and consequences of misunderstanding the person or the problem 
    • How to ensure you have the whole picture 
    • The value of the acknowledgment 
  • Effective Communication Across All Media 
    • General principles 
    • Email 
    • Phone 
    • Text/Chat 
  • Handling Difficult People 
    • General principles 
    • The non-technical user 
    • The highly technical user 
    • The generally grouchy or just plain upset user 
  • Conflict Resolution 
    • A general framework 
    • Examples in action 
    • Professionalism in Tech Support
Real-world content

Project-focused demos and labs using your tool stack and environment, not some canned "training room" lab.

Expert Practitioners

Industry experts that bring their battle scars into the classroom.

Experiential Learning

More coding than lecture, coupled with architectural and design discussions.

Fully Customized

One-size-fits-all doesn't apply to training teams. That's where we come in!

Elite Instructor Program

We recently launched our internal Elite Instructor Program. The community driven instructor program is designed to support instructors in transforming students’ lives by consistently showing a world-class level of engagement, ability, and teaching prowess. Reach out today to learn more about our instructors.

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“I appreciated the instructor’s technique of writing live code examples rather than using fixed slide decks to present the material.”

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