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Training Course Summary:

This course is designed for Help Desk staff who are either new to the role, have not yet received formal skills training or who wish to refresh their skills in the light of present day thinking.

Pre-Requisites:

None.

Who Should Attend:

All IT Help Desk or Call Centre staff who deal direct with internal or external customers will benefit from this course.

Training Course Overview/Content:

Participants will acquire the knowledge and skills to:

Understand the role of the Help Desk as a focus for IT support within the IT infrastructure but representing the client interests
Understand the Help Desk and themselves as a key element in the service culture
Develop effective communications techniques, listening, questioning and building rapport with the client and other support elements
Develop good problem solving skills, essential to speedy diagnosis and resolution, or escalation - of client problems
Understand the basis and effects of stress and the techniques for dealing with it
Understand the principles of assertive behaviour and the techniques to build a personal assertive basis for dealing with people and situations
Develop negotiating skills as the basis for achieving the workable compromise in relations with clients and colleagues
Understand the principles of Transactional Analysis and Relationship Awareness Theory within the context of a Help Desk
Develop effective telephone skills in relation to Help Desk call handling

Follow-up Courses

Those individuals intending to take on further responsibility for Help Desk functions may wish to attend the Help Desk Supervision course.


Course Content


Help Desk - background and environment
Communications
Problem solving
Telephone techniques
Negotiating the workable compromise
Assertive styles behaviour and techniques
Dealing with stress
Time management

Communication Skills
listening and questioning skills
transactional analysis
relationship awareness theory within the context of a help desk