vitero first-level support training

Objectives:

• acquire skills to professionally render vitero first-level support according to ITIL and deal with customer queries over e-mail and phone

Duration: 2 training units of 2 hours each

Number of participants: max. 8

Recommendation for participants: Participants should have attended the vitero basic training or the vitero standard training, and they should have profound PC and Windows knowledge.

Content:

• use of hotline supporting documents, FAQ lists and error analysis diagrams,
• background knowledge and responses concerning known problems and questions for second-level support,
• vitero wording,
• standard preparation process to hold first vitero meeting.

User experiences

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