Course Length:  3-days

Course Description

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 the of human factor for Help Desk operators. Outsourcing options for your organization are also covered.

Target Student

  • A business manager 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 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

You may also be interested in:

ITIL 4 Awareness

ITIL Foundation v4