Modern Technical Support Management
Course Code
HRM-011
Date
27 April - 8 May 2025
Place
Dubai
Fees
3000$
Introduction :
The Modern Technical Support Management course is one of the essential training courses in the field of information technology, aimed at enhancing participants skills in technical support and utilizing modern techniques to solve technical problems. This course is designed for individuals who aim to improve their skills in troubleshooting and supporting systems while providing effective solutions. Participants will learn the tools and techniques used in technical support for both software and hardware issues, along with strategies to efficiently resolve problems. The course also focuses on improving communication skills for providing professional support to users.
Objectives :
- Understand the fundamentals of modern technical support and its tools
- Learn how to troubleshoot and resolve technical issues effectively
- Get familiar with technical support techniques for systems and networks
- Learn how to address software and hardware problems
- Utilize remote control tools for technical support
- Learn effective communication with users
- Manage technical support in multi-system environments
- Implement continuous improvement strategies in technical support
Target Audience :
- Technical support specialists
- Network engineers
- IT managers
- Technicians specializing in maintenance and technical support
- IT specialists in organizations
- Small and medium-sized business owners
- Individuals interested in learning technical support skills in workplace environments
Content Outlines :
Module 1 – Introduction to Technical Support Management
- Definition of technical support and its importance in organizations
- Basics of technical support and key concepts
- Different types of technical support
- Tools used in managing technical support
- Best practices in providing technical support
- History and trends in technical support
Module 2 – Network Management in Technical Support
- Managing computer networks and providing technical support
- Monitoring network performance and resolving issues
- Protecting networks from cyber threats
- Supporting distributed networks and connected devices
- Troubleshooting network connectivity issues
- Managing network devices and their problems
Module 3 – Modern Technical Support Tools
- Using remote control tools for providing support
- Online technical support applications
- Helpdesk management software
- Live chat tools for customer support
- Ticketing systems for managing customer queries
- Advanced software tools for solving technical issues
Module 4 – Troubleshooting Strategies
- Methodical steps for troubleshooting technical issues
- Diagnosing technical problems accurately
- Handling sudden system failures
- Using data analysis for troubleshooting
- Troubleshooting software and hardware issues
- Planning an effective response to technical emergencies
Module 5 – Improving Technical Support in Organizations
- Strategies for improving technical support services
- Training support teams on new skills
- Using IT solutions to improve performance
- Quality monitoring in technical support services
- Measuring customer satisfaction in technical support
- Integrating technical support with other departments in an organization