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Help Desk Courses
PROGRAMS
FOR SYDNEY NSW
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Course
Name
|
Course
duration
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Course
dates
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Individual
price
|
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Help Desk Analyst |
3 days |
Please call for schedules and times.
|
$1500.00 |
|
Help Desk Manager |
5 days |
We have programs that run full time,
part time, weekends, and one to one sessions. Please
call us to find out what is available for your required
course.
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$2500.00 |
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Customer Support Specialist
|
2 days
|
Phone number: 1300 78 78 01 as alternative
Mobile: 0438 878 423
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$1000.00
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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.
Overview of Help Desk Manager course
- To provide sufficient information and knowledge to enable
delegates to design and set-up a help desk operation, capable
of achieving the established goals.
- Review existing processes and procedures against
recommended guidelines as described and discussed within this
course, and from the findings develop a service improvement
programme.
- To review the key 'people issues' motivation, skills
and knowledge, and determine methods by which delegates can
enable their staff to work effectively and positively.
- Develop a greater understanding of today's business
environment, and the place the support centre and/or help
desk holds within it.
- Identify the processes with which the help desk has
greater involvement.
Overview of Customer Support course
- To define and develop an understanding of the role
and responsibilities of a customer support specialist.
- To define and understand the support centre environment.
- To identify and develop the skills and competencies
required of a customer support specialist.
- To understand the importance of meeting the customers'
technical and psychological needs, and how to do so.
- To understand the importance and benefits of measuring
service delivery.
- To develop awareness of the environments in which
a customer support specialist can work and the tools and technologies
typically used.
For more information, contact our sales
consultants on 1300 78 78 01 ( free phone
number ) or
Contact Us.
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