IT Helpdesk Best Practices -2 days
Why should you attend?
Working at a help desk is a critical role in providing support for customers and helping them get the most out of a business’s products and services. It requires a combination of soft and hard skills to successfully troubleshoot problems while remaining professional.
Who should attend?
- Managers or consultants involved in and concerned with the implementation of a IT helpdesk system in an organization
- Managers and employees seeking to help their organization meet the service requirements and deliver value
- Project managers, consultants, or expert advisers seeking to master the implementation of IT helpdesk best practices
- Members of an SMS implementation team
Learning objectives
- Introduction to IT helpdesk in the Modern World
- Understand your customer
- Establish your attitude
- Identifying and addressing customer needs
- Generating return business
- Understand the complaints management
- Giving customer service over the phone
- Recovering difficult customers
- Understand when to escalate
- Providing electronic customer service
- Relationship management
- Telephone Etiquette
- Best Practices for Managing Wait Times
- Managing work pressures
- Communication skills
- Time management
- Service Management best practices
- Service Value Chain
Educational approach
This training course is participant centered and contains:
- Theories, approaches, and good practices used in service management
- Lecture sessions, which are illustrated with examples and practical exercises based on a case study that include discussions
- Interactions made between participants by means of questions and suggestions
Prerequisites
The main requirements for participating in this training course are a basic knowledge Service Management System.
Cost
Refer to our training cost brochure.