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Training Course Summary:

This course is designed for those involved in supervising Help Desks in an IT service environment. It provides a thorough understanding of the role, responsibilities and key tasks of the Help Desk and develops the skills required to build, develop and manage an effective Help Desk team.

Pre-Requisites:

None.

Who Should Attend:

The course is designed for those who have responsibility for Help Desk staff on either a full or part time basis. It would also be appropriate for staff who have attended the Help Desk in Action (HDA) course, and who wish to take on additional responsibility in the service and supervisory function.

Training Course Overview/Content:

Participants will acquire the knowledge and skills to:

Establish achievable objectives and compile quality procedures
Identify the roles and responsibilities of staff and develop effective training plans
Use a range of techniques for problem solving and encourage better team participation
Motivate and delegate appropriately in the Help Desk environment
Enhance the image of the Help Desk and prepare a checklist for future development.

Follow-up Courses

None.


Course Content


The Strategy
The Procedures
The Tasks
The Image
The Pressure
The Team
The Skills
The Checklist
The Checklist
Conducting appraisals
Interiewing Techniques
Counselling Skills
Presentation Skills