Training and Certification

Rubel Khan's Blog

OCS 2007 R2 Helpdesk training

Posted by Rubel Khan on July 26, 2010

Another great training resource has become available.    The course is designed to help you in supporting Microsoft Office Communicator 2007 R2. You will learn some of the most common Office Communicator 2007 R2 support scenarios that might be encountered, as well as how to troubleshoot the issues and how to resolve them. Additionally, you will also receive an overview of how to provide quality customer service throughout the call flow.

The goal of this course is to introduce you to Microsoft Office Communicator 2007 R2 support and to teach you how best to support the end-user in the Office Communicator 2007 R2 environment.

After completing this course, you will be able to do the following:

  • Identify the workflow of an Office Communicator 2007 R2 support incident.
  • Receive Microsoft Office Communicator 2007 R2 service requests.
  • Identify the affected component of in service request (Communicator, Live Meeting, and so on)
  • Locate and apply available documentation and reference material to resolve issue.
  • Troubleshoot and resolve general call driver scenarios for Microsoft Office Communicator 2007 R2, and apply effective methods for advanced service request scenarios.
  • Identify and use troubleshooting tools

For the course follow the below link,

http://www.microsoft.com/resources/technet/en-us/Live%20Meeting/OC2007R2HDT/WebHelp_Pro/Microsoft_Office_Communicator_2007_R2_Help_Desk_Training.htm

Source: Andy Ord’s Blog

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2 Responses to “OCS 2007 R2 Helpdesk training”

  1. uberman said

    I agree with the writer on every point. One thing I would add about the Helpdesk is the environment has definitely been maturing over the years. With the advent of frameworks like ITIL, MOF, etc.. the skills and opportunities with the helpdesk/service desk environment have expanded quite a bit. It’s still the best place to get started in IT if you don’t have a great deal of experience. Get in the door and work your way up is the usual. Most of the folks at my job, even the architects, came from the helpdesk years back.

    My recommendation would be to start with a helpdesk-specific certification. Certifications are still king in IT. One good company is Globalbench.com. They have a good variety of certs. HDI is another, although a little expensive if your company isn’t paying for it. I would look into these to get your resume to the top of the pile.

    my take.

    uberman

  2. Hey there! Do you use Twitter? I’d like to follow you if that would be okay. I’m absolutely enjoying your blog and look forward to new
    posts.

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