Support Technician Bootcamp

SUPPORT TECHNICIAN BOOTCAMP DETAILS:

Technicians will be trained to be able to work in a helpdesk environment. They will be able to raise tickets for technical issues and will develop problem solving skills that will allow them to either deliver a first time fix or to escalate to an experienced engineer.

Training to include the following units;

• Business behaviours (etiquette, performance, self-awareness, time and priority management)
• IT Skills (use of O365 applications)
• IT in the context of business (Industry knowledge, IT in the context of business, Goals, vision, values & company ethos, organisation structure and key stakeholders, commercial objectives)
• Communication skills for technicians (Types of communication, methods of technical comms and terminology, cultural awareness, different types of stakeholders)
• Customer experience (Understands the cost of acquiring versus retaining customers, understands what customer experience is and how it can drive loyalty and aid retention, understands company culture, dealing with difficult customers, understands the importance of responding to escalations)
• Problem solving (Can explain the 4 steps of problem solving, understands how to use different types of questions, can describe how to brainstorm and understands the benefits as part of the problem-solving process, can explain what a root cause analysis is and understands how to apply it, has an awareness of other tools and techniques that can be used in the problem-solving process)
• Service desk fundamentals (service desk best practice, the importance of capturing the right data when logging tickets, following best practice when managing tickets and updating notes, understands the importance of closing tickets and confirming with the customer)
• Collaborating with business teams – (The skills required to collaborate effectively with business teams, how to support others to collaborate and communicate well, how to gather and use feedback.)
• Employability skills – (CV’s, interviews, finding a role and job applications)

WHAT CAREER ROUTES OR JOB ROLES WILL COMPLETION THIS SKILLS BOOTCAMP LEAD TO?

• Digital Marketing Assistant
• Digital Marketing Co-ordinator
• Social Media assistant
• Content Co-ordinator
• Email Marketing Assistant

ABOUT ISALES ACADEMY LTD:

Founded in 2017 to address the skills gaps across Hertfordshire and surrounding areas, iSales Academy Ltd is a training provider specialising in Sales, Technical Sales, Technical Support, Digital Marketing, Customer Service, Business Admin and Management and Leadership qualifications. The iSales leadership team work with employers and industry experts to create and maintain curriculums that will develop relevant Knowledge, Skills and Behaviours (KSBs) that collectively, will lead to positive outcomes for every learner.

iSales are different; we are a small specialist provider that has forged strong working relationships with local employers and other industry experts to ensure that the curriculums we provide remain in alignment with current thinking.

All iSales staff are industry experts in their fields with collectively over 40 years industry experience with a passion for delivering industry relevant up to date content.

iSales Academy are predominantly an apprenticeship provider working with many leading businesses across Hertfordshire. 

We deliver bespoke training courses, taking the time to align learning objectives with business needs to ensure that the solution we provide will address identified skills gaps with a view to improving individual team or business performance and to ultimately deliver a clear return on investment.

Please see the following link for some case studies:  Case Studies - iSales Academy

Please see the following link for our work in the community - Community - iSales Academy Ltd - Watford, Hertfordshire