Soft Skills

After completing this course, students will be able to:

  • Identify the key set of terms, phrases and elements to effectively work with Customer Service Scenarios and Terminology
  • Recognise why cases are the fundamental record type in service management and represent a single incident of service
  • Use Queues to organise and store Activities and Cases that are waiting to be processed
  • Effectively search the Knowledge Base to access a repository of informational articles used to assist customer service representatives in the resolution of cases
  • Utilise Contract Management to specify the amount of support services a customer is entitled to
  • Use reporting functionality to gain insight into trends, performance and identifying opportunities and potential issues
  • Practice Goal Management features to establish and track progress against target values for key performance indicators
  • Use the Service scheduling functionality and how it is designed to assist organisations when providing services that require complex combinations of resources
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module by Spiral

Associate Microsoft Trainer

Associate with Nexgenn

As a Microsoft Certified Learning Partner we have a commitment to our customers to provide the highest level of training standards possible. To this end we continue to seek out talented individuals with a natural flair for communicating technical subject matter to a wide variety of audiences.

With customers both here in the UK and Europe, we deliver classess in native english covering a wide spectrum of products.

We are always looking to add to our existing portfolio of trainers. You must already have achieved your MCT qualification and have some commercial training delivery experience. Perhaps you may have already chosen a specialist subject to focus on such as Microsoft SharePoint Server, SQL Server, System Center, Exchange Server or generalise in Windows Server – We’d like to hear from you.

In the first instance please send us your CV to our Human Resources department. Please also include a link to your online transcript.

Need to know more about our associate program, give us a call on 0845 600 6061