Help Desk Analyst: Tier 1 Support Specialist

The Help Desk Analyst: Tier 1 Support Specialist Online Training Program will give you the skills to work in this exciting field.
Temecula, CA P.O. Box 760,, Temecula, CA 92593
(951) 9723600

Course at a Glance

Mode of learning : Online - Instructor Lead(LVC)

Domain / Subject : Business & Management

Function : General

Trainer name : Eric Svendsen

Duration : 120 Hours

Difficulty : Medium

Help Desk Analyst: Tier 1 Support Specialist

If you're interested in being a part of the computer industry, working in customer support is a great place to start. The Help Desk Analyst: Tier 1 Support Specialist Online Training Program will give you the skills to work in this exciting field. This online certificate program is offered in partnership with major colleges, universities, and other accredited education providers.


By completing the Help Desk Analyst: Tier 1 Support Specialist Online Training Program, you'll understand how to:

  • Improve support-center productivity
  • Provide exceptional customer support
  • Handle difficult customer situations
  • Implement best practices for problem solving
  • Exhibit assertive confidence while reducing job stress


This program is compatible with the Windows XP and later operating systems and can be accessed using the following major browsers: Internet Explorer, Chrome, and Firefox. In addition, this course can be taken on a mobile device, as it is available as a mobile app. This program can be taken from either a Mac or a PC. There are no specific computer requirements other than an Internet connection, Windows Media Player (available as a free download), and Adobe Acrobat Reader (also available as a free download). All program materials are available online.


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.

All of our programs are self-paced and open enrollment, so you can start them when you want and finish them at your own pace. 

Course Syllabus

Essential Communication Skills

  • Introduction to the Support Industry
  • Understanding Customer Satisfaction
  • Telephone Communication Skills
  • The Call-Handling Process
  • Dealing With Difficult Customer-Service Situations
  • Developing and Practicing Assertiveness in Customer Support
  • Human Resource Issues in the Support Environment
  • Ethics in the Workplace
  • Team Building Practices, Principles and Issues

Tools, Problem Solving, and Processes

  • Staying Current in the Industry
  • Tools and Technologies for the Support Center
  • Overview of Network Administration
  • Disaster Recovery Procedures
  • Understanding Computer Telephony Integration
  • Creativity and Problem Solving
  • The Five-Step Problem-solving Process
  • Support Processes and Process Integration

Certification Qualifying Exam

  • Exam Preparation
  • Qualifying Exam

Performance Outcomes Assignment

  • Competency Development Using T1SS Compentency Model
  • Scheduled Iterative Performance Evaluations


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