IT Helpdesk Professional

Giới Thiệu Khóa Học IT Helpdesk

You will learn how to:

• Apply best practice communication techniques to connect with your customer
• Choose and apply techniques that create customer loyalty and exceed expectations
• Respond positively and constructively to customer problems

Đối Tượng Tham Gia

• IT Operation manager
• IT Help desk manager
• IT Help desk staff
• Technical support
• Front-line or support staff

Thời Lượng

3 Days

Nội Dung Khóa Học IT Helpdesk

• The evolution of Information Technology
• The evolution of IT help desk
• The Successful IT support components
• The Information technology driven
• Introduction to Customer Service

Module 2: IT Help Desk Professional

• IT Help desk functions
• IT help desk objectives
• IT Help desk benefits
• IT Help desk organization structures
• IT Help desk Roles and Responsibilities
• IT Help desk required skills
• IT Help desk staffing
• Measuring IT Help desk performance
• Outsourcing the IT Helpdesk
• Cost center versus Profit center
• IT help desk consideration factors

Module 3: IT Helpdesk Processes and procedures

• The evolution of processes
• Using process frameworks and standards
• The importance of processes
• Incident Management
• Problem management
• Request fulfillment
• Knowledge management
• Service level management 

Module 4: Effective IT Helpdesk Teamwork

• Characteristics of a successful team
• Building a solid team with Tuckman model
• Managing conflict in a team
• Understanding your role in the help desk
• Contributing to team goals
• Communicating effectively in a team 
  

Module 5: Professional Telephone Skills

• Intoduction to power of Telephone
• Common Telephone technologies
• Handling calls professionally from start to finish
• Knowing when and how to transfer calls
• Fine turning your telephone skills

Module 6: Effective Listening and Communication Skills

• Being an active listener
• Knowing what to listen for
• Communicating with customers
• Tone of voice
• Understanding customer communication styles

Module 7: Managing Difficult Customer Situations

• Handling difficult customer situations
• Winning over difficult customers
• Calming irate customers
• Keeping yourself in control
• Stress management techniques

Module 8: Professional Technical Writing Skills

• Technology Delivered Support
• Communicate with customers
• Writing Support Documents
• Improving Your Techincal Writing Skills
• Email Practices

Module 9: Business Skills

• Communicating Effectively in the Business.
• Writing Skills in the Business
• Understanding Presentation Skills in the Business
• Solving Problems in the Business
• Working with Customers
• Managing Projects in the Business
• Managing Conflict
• Maintaining Your Personal Appearance
• Shaping the Business
• Aligning the Business
• Understanding ITIL

Module 10: Calculating Help Desk Value

• Measuring the Performance of Your Help Desk
• Analyzing Trends
• Capturing Statistics with Computer Telephony Integration
• Comparing Intrinsic Motivation to Extrinsic Motivation
• Identifying Help Desk Costs
• Creating a Cost Benefit Analysis (CBA)
• Calculating Return on Investment (ROI)

IT Support Service, IT Helpdesk Professional, IT Helpdesk Processes, IT Helpdesk Teamwork, APEX Global Corporation