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Technical Support Training Courses, Certifications, Books and Reports

Also see these related catalogs:

• Help Desk & Tech Support Center Certificartions 
• ITIL Service Management Certifications 

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Training Seminars and Certifications

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Help Desk Support Professional Certification & Training, 2-day training plus exam

Attend two intensive days specifically for front-line and second tier help desk professionals. With a focus on communication skills, this seminar is perfect for new help desk analysts, experienced reps and entire help desk teams.  To learn more,

This course focuses on advanced problem resolution techniques, communicating with difficult customers, negotiating strategies, metrics, knowledge management, mentoring, project management, teamwork, and much more. To learn more,

This course covers the fundamentals of supervision in a technical support environment. It focuses specifically on the leadership and management challenges faced by technical support management professionals. To learn more,

This high level training course is tailored to executives, directors and senior operations managers responsible for the strategic leadership, financial stability, operational performance and overall quality of the support organization. For details,

This course is specifically for professionals who wish to develop their skills in managing field service and support operations. The course provides training on the fundamentals of managing remote customer facing staff and operations.   For details,

Participants will be presented with techniques and best practices for selecting, implementing, populating, maintaining, and evaluating the success of knowledge base tools.  For details,

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Books

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Spectacular Support Centers is an easy-to-read and invaluable guide for service managers. It covers everything that a help desk or support center manager needs to know to effectively run the organization. Not only does it cover every aspect of the support center, but it also provides practical examples that can be applied within your operation.

It's sounds like a lot of pages, but you will breeze through this book. Authors Fleischer and Read present a tremendous amount of insightful material and advice using a conversational writing style. Reading The Complete Guide to Customer Support is like getting away to one of the support industry's best professional conferences without having to board a plane.

Here is a unique guide designed for anyone venturing into the field of tech support.  This book will provide a basic introduction to the processes, roles, terminology, and issues within a support organization.  New employees that join your support organization will consider a copy of this guide a thoughtful and warm welcome.

Being a successful help desk analyst no longer means possessing only a solid technical background. You must also master soft- and self- management skills such as active listening, effective communication, problem-solving, stress management, team building, and more. This book can be used by tech reps or by mentors training others.

This do-it-yourself audit and improvement process provides a framework for conducting a 5-part audit of the support center that can enhance the support organization's ability to ensure customer success. The companion CD contains sample documents, templates, and spreadsheet to help jumpstart management of your help desk.

This book not only tells you what makes a help desk work well, it shows you exactly what types of things to look for when it doesn't.  Real-world examples and step-by-step instructions for doing everything from choosing a staff to implementing the latest technologies make this book truly a blueprint for help desk - and career -  success.

Few customer service books are written completely from the internal IT help desk view. Noel Bruton's book is the exception. If you are an IT help desk manager, here's a book guaranteed to speak to the daily problems faced in your organization.

A Guide to Computer User Support for Help Desk & Support Specialists, 2nd Edition by Fred Beisse, softcover, 576 pages, $64.95

The need for user support professionals has never been stronger, and as the field continues to grow, companies need professionals trained in the areas covered in this text, including troubleshooting and problem-solving, user needs assessment, documentation, training, system installation, and much more.

Bill Rose, founder and director of the Software Support Professionals Association writes, "Read this book and then read it again.  Get a copy for your manager and one for each of your people."

This book explains the growing need for help desk certification, suggests training topics and skills for help desk people, and identifies a few of the many training and certification programs available today.

An unresolved service request management process gives your company another opportunity to create a positive impression of your support services in the minds of customers.  Learn to determine process flow, create a system, and identify roles and responsibilities to successfully manage unresolved service requests.