Help Desk & Service Desk skills

Help Desk & Service Desk skills

Objectives:

1. Improve support-centerproductivity
2. Provide exceptionalcustomer support
3. Handle difficult customersituations
4. Implement best practicesfor problem solving
5. Exhibit assertiveconfidence while reducing job stress

Course Outline:

EssentialCommunication Skills:

• Introduction to the Support Industry
• Understanding Customer Satisfaction
• Developing and Practicing Assertiveness in Customer Support
• Human Resource Issues in the Support Environment

Tools,Problem Solving, and Processes

• Staying Current in the Industry
• Tools and Technologies for the Support Center
• Overview of Network Administration
• Support Processes and Process Integration
• Understanding Computer Telephony Integration

10 SkillsEvery IT Person should have:

1. Be able to do basic ITstuff.
2. Understand BasicNetworking.
3. Scripting.
4. Document.
5. Willing to work long hourswithout complaining “I’m off shift.”
6. Don’t be afraid to ask dumbquestions, but just once.
7. Interpersonal skills.
8. Read.
9. Don’t be afraid to debatesomething you know is wrong, but do it moderately.
10. Talk to people outside ITlike if you were talking to your grandma.

Who Should Attend:

• ITSupport Technician

• Service Support Analyst

• Desktop Support Officer

• IT Support Officer

• Help desk Support Specialist