A user support specialist must be able to identify evaluate and apply tools and technologies that are appropriate to the needs fo both internal and external users. Students will acquire the knowledge and skills necessary to work in a help desk environment and will examine the processes and techniques available for customer service and support staff in technical and non-technical environments. Students will explore call management software, help desk roles and responsibilities, self-service support techniques for customers, self-help tools, and service technology trends. This course covers many of th Help Desk Institute's, Help Desk Analyst certification objectives. Text: approximately $100