National CAE Designated Institution
  • Classroom
  • Online, Instructor-Led

Learning Objectives

  • A. identify the process of incident management, from detection and recording to closure;
  • B. demonstrate critical thinking skills to resolve incidents quickly and consistently;
  • C. discuss the value of service management processes and the role they play in providing quality support;
  • D. develop an awareness of the core help desk processes and best practices;
  • E. develop valuable active listening skills and effective communication strategies;
  • F. identify techniques for improving customer interactions; and
  • G. define effective support center strategies for managing difficult customers.

Framework Connections

The materials within this course focus on the NICE Framework Task, Knowledge, and Skill statements identified within the indicated NICE Framework component(s):

Work Roles