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BJ87 DESCRIBE THE KEY ELEMENTS OF TECHNICAL SUPPORT
A. Description of the Evaluation
It is important to understand and master the basic elements that make up technical support, including: the roles and responsibilities of a Service Desk, technology and tools used, metrics, service level agreements (SLAs) and the escalation process. The components of technical support are keys to improving business practices and ensuring a satisfied customer.
This course will also examine ethical issues and trends in technical support. The key skill sets that a candidate needs to demonstrate within a professional technical support environment include: business skills, technical skills, soft skills and self-management skills. Business skills require industry knowledge (knowledge of your specific field, such as banking) and service industry awareness (ie, understanding the needs of a customer and how to manage their expectations. Technical skills require a strong knowledge of hardware and software aspects of the operation. Soft skills require that the candidate develop ‘people skills’ that include active listening and problem resolution practices. Self-management skills require that a candidate exhibit strong organizational and time-management practices to relate both to the customer and colleagues. Collectively, the candidate needs to demonstrate a refined knowledge and awareness of these important business practices to succeed within a professional technical support environment.
Please note that this competency contains nine elements to be evaluated. The candidate must pass each element with a grade of ≥60%.
The format of the evaluation will consist of knowledge questions and workplace scenarios that evaluate proper technical support skills. The candidate’s knowledge of this environment will also be evaluated by a written evaluation.
Download Preparation Guide for BJ87.
B. Competency Elements
C. Seminar
Download the presentation of the seminar.