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| Section | Objectives |
|---|---|
| Topic 1: Tools and Technology Awareness | - Service desk tools and ticketing systems - Knowledge base usage |
| Topic 2: Support Center Operations | - Escalation procedures - Incident handling process - Ticket lifecycle management |
| Topic 3: Problem Solving and Troubleshooting | - Basic troubleshooting techniques - Root cause identification |
| Topic 4: Customer Service Fundamentals | - Service attitude and behavior - Professional communication skills - Customer expectations and service standards |
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