CLD251X – IT Support: Fundamentals – Skills4Ukr Skills Academy

Welcome to IT Support: Fundamentals 5 Modules

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Before You Start

Welcome to IT Support: Fundamentals

Course Introduction

Course Syllabus and Grading

Discussion Forums and Getting Help

Getting to Know You 2 Modules

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What are your goals for this course?

Pre-Course Survey

The Support Agent Role 9 Modules

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Module Introduction

Definition of the Support Agent

The Support Agent Role

IT Support Agent Requirements

Exercise: What is a Support Agent?

Duties and Responsibilities

Exercise: Duties and Responsibilities

Supporting Your Organization

Review Activity: The Support Agent Role

Key Responsibilities of a Support Agent 11 Modules

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Obsess about and know the customer

Deliver a consistent customer experience

Support and drive growth, consumption, and revenue

Adopt a growth mindset

A growth vs. fixed mindset

How can we see a growth mindset?

How to adopt a growth mindset

Own and optimize technical delivery

Collaborate across services

Exercise: Applying key responsibilities

Review Activity: Key responsibilities of a Support Agent

Skills and Competencies 7 Modules

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Exercise: Skills and Competencies

Review Activity: Skills and Competencies

Core Priorities of a Support Agent 8 Modules

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Core Priorities of a Support Agent

Champion consumption

Support the lifecycle

The Right Attitude

Support delivery

Exercise: Applying the core priorities

Teamwork

Review Activity: Core Priorities of a Support Agent

Relationships 7 Modules

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Internal vs. External

Support Escalation Agent

Technical Advisor

Escalation Agent

General Escalation Path

Exercise: Relationships

Review Activity: Relationships

Support Models 3 Modules

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Enterprise Services Strategy

Assisted Support/Support Model

Review Activity: Support Models

Compensation and Rewards 6 Modules

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Compensation and Benefits

Recognition and Rewards

Services Events

Worldwide Communities

Readiness

Review Activity: Compensation and Rewards

Module Assessment Exam 1 Module

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Module 1 Assessment Exam

Understanding What Drives Behavior 10 Modules

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Module Introduction

What is Culture?

Exercise: Your experience with cultures

What is Behavior?

Think about values

Exercise: Identifying personal values

Exercise: Your Top 5 Values

Can values be misinterpreted?

Exercise: Explore how you may have misinterpreted values

Review Activity: Values and Behavior

Cultural Dimensions 5 Modules

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Overview of Cultural Dimensions

Exercise: Independent vs. Interdependent

Exercise: Egalitarianism vs. Status

Exercise: Risk vs. Certainty

Review Activity: Cultural Dimensions

Communication Styles 6 Modules

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Indirect communications

Direct communication strategies

Exercise: Task vs. Relationship

Exercise: Identify task vs. relationship communication style

Exercise: Task vs. relationship best practices

Review Activity: Communication Styles

Time Orientation in Different Cultures 4 Modules

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How do different cultures view time?

Exercise: Time Orientation

Exercise: Fixed vs. Fluid best practices

Review Activity: Cultural Time Orientation

Module Assessment Exam 1 Module

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Module 2 Assessment Exam

Case Flow Stages 3 Modules

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Module Introduction

Case Flow Stages

Incoming Service Requests

Assignment 3 Modules

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Assignment tasks

Wait States and Dispositions

Commonly-Used Wait States

Scoping 3 Modules

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Scoping Overview

Summarized Scoping Steps

Detailed Scoping Steps

Solution Development 2 Modules

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Solution Development Overview

Exercise: Review the Solution Development Steps

Solution Validation 2 Modules

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Solution Validation Overview

Exercise: Review the Solution Validation Steps

CLD251X – IT Support: Fundamentals

Course Content

Course Includes