Help Desk

Course duration – 1 day

The clue is in the name…

Business scenario

The help desk is vital as the first step in the support process, your users need to have confidence in the people who work there and confident that each query will be deal with in a quick efficient way that will enable the caller to get back to work as soon as they can. In order to do this working as a team is vital, and of course communication is a much apart of this team as any other.

Who will benefit?

This one day course is designed for anyone who deals with support calls and customers. After all the people who call the support desk are just that – customers.

Course objectives

By the end of the course you will be able to:

• Use questioning techniques to identify the real root of the problem
• Inspire confidence in your callers, if you say you’ll call back will you?
• Log calls to the support desk in a meaningful way that aids communication amongst the team
• Identify keywords to use when logging
• Keep accurate records for future reference and to help design meaningful learning interventions for the future
• State where to obtain help in the future
• Monitor and track all support calls to ensure completion

Course content

Identifying the Problem

Identify the nature of the problem or query
Identifying the urgency of the query
Identify the user’s general and topic related expertise

Inspiring Confidence

Tips for ensuring the caller has confidence in your ability to deal with their call, within an acceptable time frame

Logging the Support Call

Setting a standard for logging the support call
Using and agreeing keywords in the log

Using the Support Database

Keeping the database up to date with resolutions to problems
Using the database to identify training needs

Help for the Support Staff

Where to get help
Good reference books
Identifying internal resources & working with them

Tracking the Support Job

Follow up calls – monitoring on-going calls
Keeping the user up-to-date and informed on progress
When to close a support call – problem resolved

Course features

This course will use an mixture of learning styles and will include role play, discussions and group activity to maximise learning gain.