Technical Escalation and Problem Management
This advanced course prepares senior support staff to manage complex technical escalations and long-term problem resolution. Students learn to bridge the gap between service desks and engineering teams while reducing incident recurrence.
£450
Certified Technical Escalation Professional
- Pass mark 70%
- Certificate on completion
- Verifiable public certificate ID
- English · available globally
Technical Escalation and Problem Management: the short answers
- What is Technical Escalation and Problem Management?
- This advanced course prepares senior support staff to manage complex technical escalations and long-term problem resolution. Students learn to bridge the gap between service desks and engineering teams while reducing incident recurrence.
- Who is Technical Escalation and Problem Management for?
- It is pitched at Advanced level for Tier 2 Support Specialists working in IT Support Specialist Certification, and is studied online from any country.
- How long does Technical Escalation and Problem Management take?
- Around 24 hours of study, plus the assessed assignments and one applied project.
- How is the certification assessed?
- Every assignment and the final project are assessed automatically against the published criteria. The pass mark is 70%, and an item that does not pass can be resubmitted.
- What do I receive when I pass?
- Certified Technical Escalation Professional, issued as a certificate with a unique ID that employers can check in the public certificate register.
- How much does it cost?
- £450 once, with no subscription.
What you will be able to do
- Analyze incident data to identify root causes.
- Manage high-pressure technical escalation workflows.
- Draft technical documentation for recurring issues.
- Collaborate effectively with systems engineering departments.
Written by Dr. Julian H. Kent, Service Strategy Lead. Every submission is assessed automatically against the published criteria for Certified Technical Escalation Professional, and the certificate is issued the moment the assessment is complete.
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