Support Analyst Training Program

Today’s IT Managers understand that Support Services are essential to managing business and technology change, reducing the cost of desktop ownership and ensuring the ongoing return on IT investments. Crucial to any support organization’s strategy is building a first-level support team that proactively manages information technology problem resolution and fosters strong customer relationships.

Since 1995 CoreTech has been partnering with our clients’ IT Managers to form first-level support teams. We’ve developed a comprehensive Support Analyst Training Program that readies highly talented professionals for placement so they can hit the ground running on behalf of our clients’ support needs.Upon completion of the CoreTech program, these individuals are prepared to:

• Resolve technical issues by choosing the solution that best meets the client’s business need while addressing the human aspects involved as well.

• Understand the importance of high-quality customer service,     frequent communication with clients and world-class                 professional consulting skills as the core foundations of the      Support Analyst’s job.

• Have a "big picture" of Support Services in terms of vision,     goals, roles and responsibilities and continually seek to add    proactive value.

• Demonstrate core competency in technical areas required for the various Support Analyst entry-level positions and be able to  apply that knowledge while troubleshooting and problem-solving.

• Exhibit the qualities and professionalism expected of a CoreTech consultant.

• Be excited and enthusiastic about the opportunities and         challenges of joining a client support team.

Training CoreTech’s Support Analyst Training Program includes 49 hours of classroom training and, depending on prior technical experience, another 20-40 hours of independent computer-based training. The curriculum includes:

Soft Skills

• Introduction to Support

• Call Life Cycle Management

• Problem-Solving Skills and Techniques

• Support Tools

• Communication and Customer Service Skills

• Negotiating/Influence Skills

• Corporate Proficiency

• Help Desk Simulation

• Networking Concepts and Terminology

• MS Word, FAQs and Intro. to Advanced Features

• MS Excel, FAQs and Intro. to Advanced Features

• Windows 95, FAQs and Intro. to Intermediate features

• NT 4.0 Workstation, FAQs

• Windows 3.1, Intro. to Intermediate Features

• Keeping Technical Skills Current/Internet

Certification Testing
CoreTech’s Support Analyst Training Program candidates are required to complete and pass a comprehensive two-hour exam.

• Customer Service, Problem Solving Skills, and FAQ knowledge  are measured as candidates take simulated Help Desk calls     — logging information into a call-tracking tool and fully resolving  the technical problem at first call or employing call management strategies to address the technical, business and human perspectives of each call.

• Windows 95, Excel, and Word skills are measured by on-line tests for each product.

• Support Service Concepts, Terminology, and Written Communication skills are measured using an exam containing 70-multiple-choice questions , four Support Service case studies and 60 vocabulary words.

Benefits
Graduates of CoreTech’s Support Analyst Training Program offer added value beyond their considerable skills. In addition to having the technical know-how to perform their jobs ably, our analysts understand the larger issues at play in an IT department and the challenges inherent to any large organization. CoreTech, therefore, offers clients the services of well-rounded professionals instead of mere technicians.

• Support Service Managers are often challenged with high turnover rates on their first-level Support teams, as individuals move on to other roles in IT. Through classroom training and role-playing, CoreTech’s Support Analysts have become "experienced" analysts who are just beginning their career in Support. CoreTech clients don’t spend their own time and resources bringing a new analyst up to speed.

• Support Analyst Training Program graduates bring enthusiasm, commitment to excellence and a core dedication to customer service that motivates your entire team.

• CoreTech’s Support Analysts are available for both short-term and long-range assignments, allowing Support Managers to plan for peak periods during a migration or while other team members are temporarily on another assignment.

• Support Analysts are also available on a temporary-to-permanent basis, giving Support Managers the valuable opportunity to "test drive" a first-level support team candidate before making a more permanent commitment.

Contact us today for more information

               
[ About CoreTech ] [ Services ] [ News & Events ] [ Employment ]
[ Home ] [ Search ] [ Contact]

© 1999 CoreTech Consulting Group, Inc. All rights reserved.