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Help Desk Courses

PROGRAMS FOR SYDNEY NSW

Course Name
Course duration
Course dates
Individual price
Help Desk Analyst
3 days
Available on request, private sessions only
$1650.00


Overview of Help Desk Analyst

  • To identify the role and responsibilities of a help desk analyst, and the attributes, skills and knowledge required to fulfill the role effectively.
  • To understand how to use those attributes, skills and knowledge to deal effectively with a variety of situations.
  • To recognise the importance of satisfying customers' psychological and technical needs.
  • To recognise the benefits of working as a team.
  • Learn how to understand what your customers' needs and motivations are.
  • To develop skills in handling difficult situations.
  • How to use assertiveness as a customer support skill.
  • How to communicate more effectively.
  • Understand the support tools, technologies & processes available for help desk and support staff.
  • Develop an understanding of the role and function of system and network administration.
  • Determine the value and benefits of service level agreements.
  • Understand the value and benefits of customer satisfaction surveys.
  • Examine the value of, and need for, the use of metrics within the help desk.


For more information, contact our sales consultants on 1300 78 78 01 ( free phone number ) or Contact Us.