Essential Helpdesk Skills

Objectives Who should attend Course Outline Interactive Sessions

MB-1.0

What you will learn...

Help Desks are at the nerve centre of many organisations customer service focus. We are often told about how to go about the management issues of setting up a Help Desk, but seldom do we find the right training program to give people working at the Help Desk the right foundation skills. These skills that you will learn and put into practice during this program include:

  • What does good Help Desk service really mean
  • The importance of first impressions
  • Effective listening and communication skills
  • Effective telephone techniques
  • Working in a Help Desk team
  • How to manage those difficult people
  • Managing stress in a job that demands “helping” people all the time
  • Maintaining motivation in demanding times

Who should attend

If you are working in a Help Desk environment and looking to enhance your job skills then this training program is for you. You may have a title such as Help Desk Operator, Help Desk Analyst, Relationship Co-ordinator.


Course Outline

Customer service in perspective

  • What is a customer service attitude
  • Adopting a customer service focus
  • Common customer service problems

Problem reporting

  • Central logging
  • Clarifying, prioritising and allocating problems
  • Problem ownership
  • Effective problem solving steps
  • Monitoring and escalating problems
  • Maintaining positive user satisfaction

Communication skills

  • The art of communication
  • Understanding customer expectations
  • Building rapport
  • Common misunderstandings
  • Handling complaints and difficult customers
  • Productivity and good human relations
  • Hold onto your positive attitude
  • Telephone commandments
  • Communicating using the telephone
  • Good and bad phone techniques

Task management

  • The six-step improvement model

Stress management

  • How stress affects your performance
  • Detecting and responding
  • Managing the stress warning signs


Interactive Sessions


This course whilst maintaining a Help Desk focus offers you real life skills. You will work through interactive sessions that include:

Customer service reassessment

Learning to refocus.

Problem solving

Work through different techniques to appraise problems.

Communication

Learn vital listening and communicating skills.

Stress

Techniques for getting your stress levels down - How to keep “cool”.