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Help Desk Analyst: Tier 1 Support Specialist

GES 208 -- 80 hours

Instructor Bio

Eric Svendsen, Ph.D., is CEO of SCInc. For over a decade he taught on the faculty of Ziff Davis Education (ZDNet) and Help Desk Institute, where he consistently ranked as one of the highest-rated and most sought-after consultant/instructors. Eric developed the original seminars and course materials for the industry’s first industry-accredited and internationally recognized Help Desk Certification seminars, and was personally involved in the development of certification standards and exams for the Support Industry. He has also provided both technical and professional consulting and training to hundreds of organizations. Eric speaks regularly at computer-industry events, has written numerous articles for industry publications such as Support Solutions magazine, LifeRaft magazine, and Support World magazine. He has also written several books, including Presentation Skills and Accelerated Learning Techniques for Computer Trainers. More recently, Eric contributed to the Thomson Course Technology book, A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition (2004).