Centennial College

Toronto, Ontario, Canada

Centennial College's Customer Skills course prepares first-year students with the essential knowledge and skills to excel in Level 1 and Level 2 technical support roles in helpdesk environments. Learners are trained in user interaction, multi tier incident management problem-solving, communication, and teamwork, using industry-standard Incident Management help desk applications like LBE Help Desk Software. The course focuses on developing the technical and business skills required for entry-level user support roles. Learners aim to build proficiency in troubleshooting, customer communication, and workload management while gaining hands-on experience working with real-world problems. Employers participating in this collaboration are expected to engage in regular communication with students, provide necessary project information, be present during the final presentation, and offer constructive feedback through the Riipen platform. This feedback will guide learners in refining their technical support and customer service abilities.