IT HELP DESK PROFESSIONAL

Transcription

1 ACADEMY FOR PROFESSIONAL EXCELLENCE Training Program IT HELP DESK PROFESSIONAL Knowledge Talent TRAINING EXCELLENCE Performance Real Life Experience

2 Introduction Overview Providing outstanding customer service can make the difference between gaining and keeping a customer or losing one. This course builds the competencies that help to build and maintain mutually beneficial relationships with your customers. Duration 5 days workshop. Program Objectives Learning Objectives You will learn how to: Apply best practice communication techniques to connect with your customer Choose and apply techniques that create customer loyalty and exceed expectations Respond positively and constructively to customer problems Target Audience This course is intended for those as below: IT Operation Manager IT Help desk Manager IT Help desk staff Technical support Front-line or support staff

3 Training Contents Module 1: Introduction to IT Support Service The evolution of Information Technology The evolution of IT help desk The Successful IT support components The Information technology driven Introduction to Customer Service Module 4: Effective IT Helpdesk Teamwork Characteristics of a successful team Building a solid team with Tuckman model Managing conflict in a team Understanding your role in the help desk Contributing to team goals Communicating effectively in a team Module 2: IT Helpdesk Professional IT Help desk functions IT help desk objectives IT Help desk benefits IT Help desk organization structures IT Help desk Roles and Responsibilities IT Help desk required skills IT Help desk staffing Measuring IT Help desk performance Outsourcing the IT Helpdesk Cost center versus Profit center IT help desk consideration factors Module 5: Professional Telephone Intoduction to power of Telephone Common Telephone technologies Handling calls professionally from start to finish Knowing when and how to transfer calls Fine turning your telephone skills Holding the Sprint Planning meeting Creating tasks for the sprint backlog Hosting the Daily Scrum Leading Sprint Reviews Facilitating successful Sprint Retrospectives Canceling Sprint Module 3: IT Helpdesk Processes and Procedures The evolution of processes Using process frameworks and standards The importance of processes Incident Management Problem management Request fulfillment Knowledge management Service level management

4 Module 6: Effective Listening and Communication Being an active listener Knowing what to listen for Communicating with customers Tone of voice Understanding customer communication styles Module 7: Managing Difficult Customer Situations Handling difficult customer situations Winning over difficult customers Calming irate customers Keeping yourself in control Stress management techniques Module 8: Professional Technical Writing Technology Delivered Support Communicate with customers Writing Support Documents Improving Your Technical Writing Practices Module 9: Business Communicating Effectively in the Business. Writing in the Business Understanding Presentation in the Business Solving Problems in the Business Working with Customers Managing Projects in the Business Managing Conflict Maintaining Your Personal Appearance Shaping the Business Aligning the Business Understanding ITIL Module 10: Calculating Help Desk Value Measuring the Performance of Your Help Desk Analyzing Trends Capturing Statistics with Computer Telephony Integration Comparing Intrinsic Motivation to Extrinsic Motivation Identifying Help Desk Costs Creating a Cost Benefit Analysis (CBA) Calculating Return on Investment (ROI)

5 Key Features 40 hours of high quality learning Course completion exams Quizzes in the end of each chapter 5 Real life exercises and case study Apply the knowledge and technique to handle the role Invited to our professional community Learn from experience and passionate trainers Certificate of Completion Quick reference card, toolkits Address: HPL Building, 60 Nguyen Van Thu Street, Dakao Ward, District 1, HCMC, Vietnam Phone: (+84-8) [email protected] Website: