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