Service Agreement: Level 1 Technician (Certifications (A+ https…
Service Agreement: Level 1 Technician
CompTIA A+ 220-901 covers PC hardware and peripherals, mobile device hardware, networking and troubleshooting hardware and network connectivity issues.
CompTIA A+ 220-902 covers installing and configuring operating systems including Windows, iOS, Android, Apple OS X and Linux. It also addresses security, the fundamentals of cloud computing and operational procedures.
Google Certified Associate
A Google Certified Associate - G Suite Administrator has demonstrated their ability to:
Create, delete and administer users for a domain
Create and administer organizational units
Configure sharing settings, policies and reporting
Configure mail delivery, routing, and filtering
Create and manage calendar resources
Set up mobile policies and manage devices
Design for security
Configure and manage group settings
CompTIA Network+ is a vendor neutral networking certification that is trusted around the world. It validates the essential knowledge and skills needed to confidently design, configure, manage and troubleshoot any wired and wireless networks. CompTIA Network+ certified individuals are in-demand worldwide.
CompTIA Security+ is the certification globally trusted to validate foundational, vendor-neutral IT security knowledge and skills. As a benchmark for best practices in IT security, this certification covers the essential principles for network security and risk management – making it an important stepping stone of an IT security career.
Today’s IT environments demand planning, securing and maintaining a variety of server equipment. CompTIA Server+ certification validates IT professionals can do just that and more. As an industry-recognized credential, CompTIA Server+ helps boost the performance of IT professionals within businesses of all sizes.
Need to develop this cert in-house
Identify and meet customer expectation
Communicate effectively with customers
Manage customer perceptions
Deal with different types of customers
Respond effectively to in-person and telephone customer contacts
Write effective emails and chat
Service PC hardware and peripherals, mobile device hardware, connecting to network, troubleshooting hardware and network connectivity issues.
Google Apps Admin:
A Google Certified Associate - G Suite Administrator configures and manages all aspects of a G Suite domain. This includes administering users, organizational units, groups, and access to services. The G Suite Administrator also manages security of the G Suite domain as well as mobile policies.
configuration, management, and troubleshooting of common wired and wireless network devices. Also included are emerging technologies such as unified communications, mobile, cloud, and virtualization technologies.
covers server architecture, administration, storage, security, networking, troubleshooting as well as disaster recovery.
Basic skills for a "front line" staff member to handle customer contacts by phone, email and face to face
has the knowledge and skills required to install and configure systems to secure applications, networks, and devices; perform threat analysis and respond with appropriate mitigation techniques; participate in risk mitigation activities; and operate with an awareness of applicable policies, laws, and regulations.
*We need to develop this internally
Customer Service Certification
Course Outline (1 full day)
Customer Care Basics
Impact of a satified customer
Value of a customer
The communication challenges
Communication exceptional service
Perception is reality
Creating positive perceptions
Avoid negative perceptions
Responding Face-to-Face and by Phone
Offering a solution
Different Customer Types
The platinum rule
Writing Effective Emails and Letters
Assessing your writing style
Using active voice
Opening and closing sentences
Google Certified Associate