Vigeo International

Help Desk Analyst

Description: This course will prepare students for the Help Desk. It may also be delivered in an "accelerated" 3-day format. Students will learn how to deal effectively with a wide variety of customer situations and to create positive interaction between customers and co-workers. The course also gives an overview of the main Help Desk tools, technologies, processes and management concepts.

Prerequisites:

Participants may be new to the role of Help Desk Analyst or may have some practical experience but no or limited previous structured training.

What is Help Desk?:

Goals
Objectives and Standards
Evolution of Support Services
The role of the Help Desk
Mission Statements
Goal of the Help Desk
Call Handling Process
Role of the Help Desk Analyst
Basic Customer Service Skills:
What is a Customer?
Communication Skills
Active Listening
Handling Support Calls
Documenting Support Calls
Using Questions Effectively
The Importance of Empathy

Advanced Customer Service Skille:

Rapport
Skills Development
Assertiveness
Assertiveness Techniques
Principles of Negotiation
Dealing with Customer Conflict

Teamwork:

Teamwork
Team Leadership

Help Desk Tools and Technology:

Computer Hardware and Software
Network Components
Telecommunications
Other Problem Management Technologies

The Workplace:

System Security Management
Asset and Resource Management
Change Management
Human Ersource Issues
Cultural Sensitivity
Ethics in the Workplace

Problem Solving Techniques:

What is the purpose of Creative Thinking?
Brainstormin
What is a Problem?
Steps in Defining a Problem
Thinking and Reasoning
Critical Thinking Skills

Process Integration:

What is Process Integration?
Service Level Agreements
Managing the Problem
Call Escalation
Ownership
Knowledge Management
Knowledge Sources
Keeping Skills Up-to Date
Time Management
Quality Assurance
Measuring Customer Satisfaction