Readynez Talent: Microsoft Professional Program for IT Support

About our Talent Services

You want new efficiencies, new opportunities and growth from technology, and you will need skills to get them. With Readynez Talent Services you will answer real and burning business challenges. No wonder we’ve been awarded the Microsoft Learning Partner of the year global finalist award for helping businesses transform and achieve remarkable results.

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The Programme
The Readynez Talent IT-Support Professional programme is a completely new way of closing the skills gap. It´s a complete Training programme designed specifically to get you a highly skilled IT-supporter ready to add value with knowledge – in no time and without any hassle.

Grow your business with a Readynez Talent IT-Support candidate
Readynez Talent IT-Support candidates challenge habits, push innovation into cultures and discover new solutions. They are ambitious, committed and flexible and they support an attitude that fuels growth.

And don’t forget, your Readynez Talent programme is all inclusive. We’ll recruit the perfect candidate for you. We’ll train your new employee into a highly skilled, fully-productive and value-adding IT professional in no time. Plus we´ll give you the tools you´ll need for a seamless and successful retention process of the candidates. Or, if you already have a candidate in mind, they´re more than welcome to join the training programme as well.

Programme summary

Price

57.900 DKK

Duration

3-5 Month

PROGRAM OVERVIEW

This Academy programme will give you highly skilled and certified candidates that can be your front line of engagement for customers when problems arise. With your Readynez Academy IT Support candidates you will acquire resources with a wide range of skills to diagnose, troubleshoot, and solve customer issues.

Module 1 - IT Customer support and Hardware fundamentals

The course reviews effective communication strategies that will help you develop a rapport with your customer. You then examine ways to connect with your customer through phone, email, chat, and social media, including a demonstration of empathy and communicating at the customer’s level of expertise. Finally, you examine how to deal with challenging customers and how to defuse a customer’s anger.

Learn the basic understanding of the different types of computing devices (desktop computers, laptops, tablets, smartphones, etc.), computer components (CPU, memory, power supplies, etc.) as well as peripheral devices, storage devices, displays and connection interfaces. This course includes in introduction to basic hardware troubleshooting skills.

 

IT Support: Fundamentals

Learn the core priorities and key responsibilities of the IT Support role. The course then examines what influences customer behavior when dealing with IT Support, including global cultural differences and communication styles. The course concludes with an introduction to the basic stages of case management, from initial receipt of a support call through solution development and closure.

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Type

Online Course

Duration

12-16 Hours

Certification

Verified Certificate

In this course, you will be introduced to and better understand the role of an IT support agent, including core priorities and key responsibilities. You will learn how to improve your support skills by interacting with other roles and mastering specific performance skills. 

The course then examines what influences customer behavior when dealing with IT Support, including global cultural differences and communication styles. The course concludes with an introduction to the basic stages of case management, from initial receipt of a support call through solution development and closure.

What you'll learn

  • Introduce the support agent role 
  • Identify the core priorities and key responsibilities of a support agent
  • Improve your support skills by interacting with other roles
  • Identify the performance skills a support agent should master
  • Understand what drives customer behavior when interacting with support agents
  • Examine how cultural dimensions and communication styles affect customer behavior
  • Learn how different cultures view time
  • Examine the basic stages of IT Support case management

 

IT Support: Communication

Learn an appreciation for the communication skills that a successful support agent needs. The course reviews effective communication strategies that will help you develop a rapport with your customer. You then examine ways to connect with your customer through phone, email, chat, and social media, including a demonstration of empathy and communicating at the customer’s level of expertise. Finally, you examine how to deal with challenging customers and how to defuse a customer’s anger.

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Type

Online Course

Duration

15-20 Hours

Certification

Verified Certificate

This course provides insights into the communication skills and acumen needed to be a successful support agent. Effective communication, both with the customer and with internal resources at your company, is critical to the success of anyone considering a role in IT Support. 

The course begins with a review of effective communication strategies that will help you develop a rapport with your customer. You then examine ways to connect with your customer through phone, email, chat, and social media, including a demonstration of empathy and communicating at the customer’s level of expertise.

What you'll learn

  • Introduce effective communication strategies 
  • Develop a rapport with your customers
  • Interpret and paraphrase the customer’s message
  • Demonstrate empathy towards your customer
  • Review chat etiquette best practices
  • Communicate at the customer’s level of expertise
  • Differentiate between implicit vs. explicit customer messages
  • Understand how to respond effectively through phone, email, chat, and social media
  • Satisfy a challenging customer and defuse the customer’s anger

 

IT Support: Troubleshooting

Learn an in-depth knowledge of the steps involved in troubleshooting a customer issue throughout its life cycle. Expand your skills to become a more efficient and effective troubleshooter including training on tips and tricks on developing analytical solutions, troubleshooting best practices, how to manage customer expectations and handle customer objections to proposed solutions regardless of product.

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Type

Online Course

Duration

15-20 Hours

Certification

Verified Certificate

This course is a follow up to IT Support Fundamentals and delves deeper into the entire case management process, guiding you through each stage of the process. You will examine best practices on how to become a more efficient and effective troubleshooter, including training how to manage customer expectations and handle customer objections. 

What you'll learn

  • Review the steps involved in troubleshooting a customer support case
  • Examine best practices when assigning the problem and how to handle misroutes
  • Understand what problem scoping is, why you must scope a problem, and the steps involved in scoping a case
  • Identify how to find a solution based on the type of incident you’re dealing with, learn how to gather evidence and how to narrow down your research
  • Understand how to execute your troubleshooting plan, from collaborating with other support agents, to transferring a case, to escalating a case
  • Learn how to validate your solution, maintain customer satisfaction, and close a case
  • Examine troubleshooting best practices, including how to employ the analytical solution matrix when developing a solution
  • Understand how to manage customer expectations and how to manage customer objections to proposed solutions

 

IT Support: Documentation

Learn importance of maintaining complete, detailed, and accurate documentation and when and how to apply that knowledge. This course follows up on the IT Support Troubleshooting course by delving deeper into the case management process and identifying the key issues that need to be documented throughout the evolution of a case.

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Type

Online Course

Duration

15-20 Hours

Certification

Verified Certificate

This course dives deep into the case management process and how to identify key issues that need to be documented throughout the evolution of a case. You will examine the reasons why documentation is so critical in the field of IT Support, and why it is so crucial for capturing all viewpoints within case documentation, from the support agent, to the customer, and to any other internal resource who may get involved. 

What you'll learn

  • Understand what an advisory case is and identify the key requirements that should be documented for such a case
  • Understand what a reactive case is and identify the key requirements that should be documented for such a case
  • Understand what the key requirements are that should be documented when escalating a case, as well as when to conduct warm transfers
  • Examine the types of tools that are commonly used to capture customer data
  • Identify key questions that should be asked during different phases of the case management life cycle
  • Identify key questions that should be asked when encountering specific problem situations

 

IT Support: Networking Essentials

Learn basic core networking concepts to learners that are new to IT Support. The course starts with explaining the purpose of networking and how networks are laid out in homes, offices, between offices and around the world with the Internet. Finally, the course goes into details of troubleshooting common networking issues. The detailed topics in this course includes understanding network topologies, understanding physical networking, understanding network protocols and troubleshooting common network issues.

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Type

Online Course

Duration

8-12 Hours

Certification

Verified Certificate

IT Support: Networking Essentials is designed to introduce the core networking concepts to learners who are new to IT Support. The course begins by explaining the purpose of networking and then examines how networks are configured in homes, offices, between offices, and around the world with the Internet. This includes a review of network topologies, physical networking, and network protocols. The course concludes with an introduction to network troubleshooting, including how to troubleshoot common networking issues.

What you'll learn

  • Understanding networking topologies
  • Understanding LANs, WANs and the Internet
  • Understanding wireless and wired networks
  • Understanding network protocols
  • Understanding TCP/IP
  • Troubleshooting networking using built-in networking tools

 

IT Customer support and Hardware fundamentals

During this instructor led training your candidates will get hands-on experience that will retain their learning and ensure their ability to apply their skills in a highly practical way.

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Type

Instructor led training

Duration

2 days

Exam

CompTIA A+ Certification Exam (220-901)

During this instructor led course we´ll train the communication skills that a successful support agent needs. The course practices effective communication strategies that will help your candidates develop a rapport with your customers. We´ll also train ways to connect with your customers through phone, email, chat, and social media, including a demonstration of empathy and communicating at the customer’s level of expertise. Finally, we’ll examine how to deal with challenging customers and how to defuse a customer’s anger.

Further, we´ll train the basic understanding of the different types of computing devices (desktop computers, laptops, tablets, smartphones, etc.), computer components (CPU, memory, power supplies, etc.) as well as peripheral devices, storage devices, displays and connection interfaces. Also, this course includes in introduction to basic hardware troubleshooting skills.

 

 

Module 2 - Windows OS and Troubleshooting fundamentals

Learn how to support the installation tasks associated with Windows 10. You will develop skills that include learning how to install and customize Windows 10 operating systems and applications, configure web browsers and OneDrive. You will also learn about upgrading and migrating to Windows 10.

You’ ll also learn how to support the configuration and maintenance tasks and learn the essential skills for troubleshooting basic issues that can happen with Microsoft Windows and how to find the issues and fix them

Windows Support Essentials: Installation

Learn how to support the installation tasks associated with Windows 10. You will develop skills that include learning how to install and customize Windows 10 operating systems and applications, configure web browsers and OneDrive. You will also learn about upgrading and migrating to Windows 10.

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Type

Online Course

Duration

8-16 Hours

Certification

Verified Certificate

In this computer science course, you will learn how to support the installation tasks associated with Windows 10.  You will develop skills that include learning how to install and customize Windows 10 operating systems and applications and configure web browsers and OneDrive.  

You will also learn about upgrading and migrating to Windows 10.  This course is part of a series of support focused Windows courses. It is intended for individuals working in an IT Support role.

What you'll learn

  • Prepare to install Windows 10
  • Install Windows 10
  • Configure devices and device drivers.
  • Perform post-installation configuration tasks
  • Personalize Windows 10
  • Implement Applications

 

Windows Support Essentials: Configuration

Learn how to support the configuration tasks associated with Windows 10. You will develop skills that include managing storage, files, and printers as well as how to configure network connectivity for Windows 10. You will also learn how to manage authorization and authentication of users.

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Type

Online Course

Duration

8-16 Hours

Certification

Verified Certificate

In this computer science course, you will learn how to support the configuration tasks associated with Windows 10.  You will develop skills that include managing storage, files, and printers as well as how to configure network connectivity for Windows 10.  

You will also learn how to manage authorization and authentication of users.  This course is part of a series of support focused Windows courses. It is intended for individuals working in an IT Support role.

What you'll learn

  • Configure networking for Windows 10.
  • Configure Storage for Windows 10.
  • Configure data access and usage in Windows 10.
  • Configure remote management in Windows 10.
  • Configure authorization and authentication.

 

Windows Support Essentials: Maintenance

Learn how to support the maintenance tasks associated with Windows 10. You will develop skills that include learning how to manage network and device security. You will also learn about backup and recovery as well as how to optimize performance of Windows 10.

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Type

Online Course

Duration

8-16 Hours

Certification

Verified Certificate

In this course you will learn how to support the maintenance tasks associated with Windows 10.  You will develop skills that include learning how to manage network and device security.  

You will also learn about backup and recovery as well as how to optimize performance of Windows 10.  This course is part of a series of support focused Windows courses. It is intended for individuals working in an IT Support role.

What you'll learn

  • Set up Windows Update.
  • Perform system maintenance and performance in Windows 10
  • Configure backup, restore and recovery of system and data in Windows 10.
  • Configure advanced management tools.
  • Describe malware mitigation and avoidance techniques.

 

IT Support: Troubleshooting Windows

Learn the essential skills for troubleshooting basic issues that can happen with Microsoft Windows and how to find the issues and fix them. In this course we assembled the top issues people can encounter when using Microsoft Windows. We discuss the symptoms, what tools you will use to identify the issues and how to fix the issues on your Windows PC.

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Type

Online Course

Duration

8-12 Hours

Certification

Verified Certificate

This course is designed to teach basic troubleshooting skills for Windows 10. In this course we discuss common issues that arise and tools to help you resolve them.  Some of the skills covered in this course include:

  • Troubleshooting Windows installation problems.
  • Troubleshooting Windows web browser problems.
  • Troubleshooting application installation issues.
  • Troubleshooting Windows Authentication problems.
  • Use of Windows reliability tools.

What you'll learn

  • Troubleshooting Windows Installation
  • Using Windows troubleshooting and monitoring Tools
  • Troubleshooting web browser settings
  • Troubleshooting application installation issues
  • Troubleshooting Windows authentication

 

Windows OS and Troubleshooting fundamentals

During this instructor led training your candidates will get hands-on experience that will retain their learning and ensure their ability to apply their skills in a highly practical way.

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Type

Instructor led training

Duration

2 days

Exam

CompTIA A+ Certification Exam (220-902)

During this instructor led course, we´ll train how to support the installation tasks associated with Windows 10. Your candidates will develop skills that include learning how to install and customize Windows 10 operating systems and applications, configure web browsers and OneDrive. Also, we´ll train upgrading and migrating to Windows 10.

Finally, we´ll also train how to support the configuration and maintenance tasks and learn the essential skills for troubleshooting basic issues that can happen with Microsoft Windows and how to find the issues and fix them

 

Module 3 - Microsoft Cloud Fundamentals

Learn the basics of core cloud concepts and a historical perspective of how IT evolved to needing cloud solutions. The detailed topics include building a case for the cloud, understanding cloud types, understanding the cloud services and security, introduction to Microsoft Azure, introduction to Microsoft Office 365.

Microsoft Office Fundamentals: Outlook, Word, and Excel

Learn basic Word, Excel, and Outlook skills including how to create and manage documents, organize information in tables, perform calculations on data, create graphs and charts, organize your email Inbox, and manage email automatically.

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Type

Online Course

Duration

24-36 Hours

Certification

Verified Certificate

In this training course, you will learn basic Word, Excel, and Outlook skills.

You will learn how to create and manage Word documents, organize information in tables, perform calculations on data, create graphs and charts, organize your email Inbox, and manage email automatically.

Today, employers across many industries and fields expect candidates to have Microsoft Office skills, as it is the most universally utilized software in business. Having these skills, even at a basic level, will help with your job prospects and increase your chances to be considered for most roles. 

What you'll learn

  • Create and edit Word documents
  • Create and perform data calculations with Excel spreadsheets
  • Manage your email and calendar in Outlook

 

IT Support: Troubleshooting Microsoft Office

Learn the basics of setting up an email client in Outlook, troubleshooting connectivity issues, and troubleshooting cloud storage for both Windows and Mac platforms.

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Type

Online Course

Duration

8-16 Hours

Certification

Verified Certificate

IT Support: Troubleshooting Microsoft Office is designed to introduce students to the basics of setting up an email client in Outlook, troubleshooting connectivity issues, and troubleshooting cloud storage. Since support professional may be working with Windows or Mac, the troubleshooting principles are explored on both platforms.

What you'll learn

  • Troubleshoot Office download, installation, and activation issues
  • Troubleshoot Office
  • Troubleshoot cloud storage
  • Troubleshoot Outlook

 

IT Support: Cloud Fundamentals

Learn the basics of core cloud concepts and a historical perspective of how IT evolved to needing cloud solutions. The detailed topics include building a case for the cloud, understanding cloud types, understanding the cloud services and security, introduction to Microsoft Azure, introduction to Microsoft Office 365.

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Type

Online Course

Duration

8-12 Hours

Certification

Verified Certificate

IT Support: Cloud Fundamentals is designed to introduce the core cloud concepts to IT Support learners. This course provides an historical perspective of how IT has evolved to the point where it is now using cloud solutions. The course examines the different types of cloud solutions that are available, as well as the basics of cloud services, cloud usage models, and cloud security. The course concludes with an introduction to Microsoft Azure and Microsoft Office 365.

What you'll learn

  • Examine core cloud concepts
  • Review basic cloud services
  • Analyze cloud usage models
  • Examine cloud security basics
  • Learn about Microsoft Azure as an IaaS and PaaS solution
  • Learn about Microsoft Office 365 as a SaaS solution

 

Microsoft Cloud Fundamentals

During this instructor led training your candidates will get hands-on experience that will retain their learning and ensure their ability to apply their skills in a highly practical way.

View More

Type

Instructor led training

Duration

2 days

Exam

Installing and Configuring Windows 10 (70-698)

During this instructor led course, we´ll repeat the basics of core cloud concepts and a historical perspective of how IT evolved to needing cloud solutions. Then  we’ll go on to train building a case for the cloud, understanding cloud types, understanding the cloud services and security, introduction to Microsoft Azure, introduction to Microsoft Office 365.

 

Module 4 - Value Creating Consultant

During the fourth module, we´ll train your candidates in the commercial and personal skills, that are central for a skilled consultant and IT expert.

Value Creating Consultant

In this module your candidates will learn the commercial and personal skills that will be invaluable when meeting customers and internal stakeholders and teammates as well.

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Type

Instructor led training

Duration

2 days

During the Value Creating Consultant module, your candidates will learn the most relevant and up to date best practice commercial insights, that will enable them to understand the business process mechanisms including: Buying processes, sales processes, how organizations buy etc. This insight will enable them to understand how businesses work, and they´ll learn the latest tools, methods and techniques that will support them when they interact with customers in their daily business. The course is highly interactive, with 40-50% of the time being spent on practical application and role playing, peer review etc.

 

Module 5 - Final Capstone Project

The final Capstone project will Validate the skills and knowledge your candidates have learned by completing the Readynez Aademy IT Support Microsoft Professional Program. The Capstone project will provide your candidates with a series of tasks based activities around the core subject areas that validate the skills they have developed. The tasks will cover Role, Technical and Productivity skills.

Microsoft Professional Capstone : IT Support

Validate the skills and knowledge you have learned by taking the IT Support Microsoft Professional Program. The Capstone project will provide you with a series of tasks based activities around the core subject areas that validate the skills you have developed. The tasks will cover Role, Technical and Productivity skills.

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Type

Final Capstone Project

Duration

12-16 Hours

Certification

Microsoft Professional Program Certificate in IT Support

The IT Support capstone project will provide a hands-on lab environment which will validate the skills and knowledge you have learned by taking the IT Support Microsoft Professional Program.

You will be provided with a series of tasks based activities around core subject areas that validate the skills you have developed. The tasks will cover Role, Technical and Productivity skills.

What you'll learn

  • Role Skill validations
  • Technical Skill validations
  • Productivity Skill validations

 

"If we only take the salary into consideration, then we have break even on our investment in the Academy candidate within 5 months."

JCD

Peter Linnet - Manager

"You can put it like this, you either close or you grow in our market."

Datacon

Kenn Buhl - Director

"The two candidates were already being productive, ready to meet customers and organize workshops when they had completed their 3-month Academy program."

Daxiomatic

Pia Tasior - HR & Communications Manager

"It's one of the best hires of my 25 years as a CEO."

2ndC

Jesper Bergstedt - CEO

"Within 12 months they´ve developed into consultants equal to their senior colleagues and we fully expect that most of them will continue their development and become among our best senior consultants."

EG

Tina Bodin - HR Director

"It took Henrik just 2 weeks to be able to deliver billable hours and within 4 months, we had a positive return on our investment. Of course there is still much to learn, but he also makes a significant contribution."

X-Link

Ulrik Knudsen - Director

"The candidates we met were brilliant! They had a very special kind of energy and drive. We´ve found that within 6-10 months of employment, the young Academy graduates are charging hours at the same rate as their more senior colleagues."

KMD

Søren Billeskov - Head of Talent Management

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Our Facts

200+

Courses

With us you´ll find 200+ accelerated course- and certification programmes and we can train talent in every single one. Whatever your chosen technology; we´ll create your experts.

70%

Billable hours

Readynez Candidates are quickly ready to deliver value. Within a year the candidates are, on average, billing 70% or more of their time to customers.

97%

Stay in their first job

We´ve currently recruited and trained more than 300 candidates and when we asked them after two years of employment, 97% of them had stayed on with the original employer.

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