Course Length: 3 days
Course Overview
Learn the skills and documentation needed to run an effective help desk. You will examine the initial planning phase, budgeting, staffing, tracking methods, and initiation of upgrades when needed. Look at aspects of the human factor for Help Desk operators. Outsourcing options for your organization are also covered.
Target Student
- A business manager who is charged with researching, planning, and setting up a Help Desk in your organization.
- An IT manager who wants to improve the level of technical support and communication within your organization with the latest support techniques.
- A Help Desk manager looking for guidance on how to upgrade traditional Help Desk functions with the internet or intranet-related processes.
- Help Desk managers preparing for ITIL implementation.
Course Outline
Help Desk Foundation
- Help Desk Management
- Why Invest in a Help Desk
- Mission Statement
- Employee and Customer Structure
- Understand Your Team
- Job Descriptions
- Meet with Your Staff
- Helpful Certifications for a Help Desk Agent
- Employee Training and Development
Help Desk Process Section
- Help Desk Phone System
- Implementing a Quality Assurance Program
- Perform a Maturity Gap Assessment
- First Contact Resolution (CFR)
- Performance Reporting
- Social Media Strategies
- Help Desk Ticket Classification
- Help Desk Call Volume Management Strategies
Help Desk Customer Section
- Learn the Business
- Marketing the Help Desk
- Typical Customer Issues
- Customer Service Complaints
- Total Contact Ownership
Help Desk and IT Service Management
- Incident Management Best Practices
- Major Incident Management Best Practices
- Service Request
- Event Management
- Problem Management
- Change Management
- Knowledge Management