INFOCHIEF ACADEMYIT HELPDESK | Training Program
IT HELPDESK
PROFESSIONAL SKILLS
INFOCHIEF ACADEMY
IT HELPDESK | Training INFOCHIEF ACADEMY
Objectives
- How to assess business needs
of customers and meet their
satisfactio...
INFOCHIEF ACADEMY
What learners gain and can do after the training course ?
1. To understand the role and responsibilities...
INFOCHIEF ACADEMY
Program Contents
Module 1: Overview about IT Helpdesk
- User support IT models
- IT service in enterpris...
INFOCHIEF ACADEMY
Add: 30 Dang Van Ngu Street, Ward 10, Phu Nhuan Disc, HCM City
Tel: (08) 22 467 086 /(08) 22 194 047
Web...
Upcoming SlideShare
Loading in...5
×

It helpdesk

125

Published on

IT Helpdesk is the single point of contact between the users and the IT department. Evaluation, measurement of success of the supporting activities of the IT department include: Service quality, satisfaction and the IT service users. Therefore, to serve customers the best: To understand needs of customers, facilitating the satisfaction level about the IT service quality, service attitude, service renovation.

This training course is designed targeted at IT Helpdesk and IT Service Providers based on our extensive experience after many years working in the IT field of IT manager, CTO of financial groups, trade and production multinational companies in Vietnam, America, Europe, and Japan with research on other famous training materials of foreign CTO in IT daily activities management field.

Published in: Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
125
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
8
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

It helpdesk

  1. 1. INFOCHIEF ACADEMYIT HELPDESK | Training Program IT HELPDESK PROFESSIONAL SKILLS INFOCHIEF ACADEMY
  2. 2. IT HELPDESK | Training INFOCHIEF ACADEMY Objectives - How to assess business needs of customers and meet their satisfaction - Positive thinking to handle all arising issues quickly - Positive listening and efficient PR strategies - How to determine and calm down tough customers - The core process and the best practice process applied for the service support - To understand the technical parameters in Helpdesk, service agreement, customer feedback survey and the latest technological and analytical tools Participants • Helpdesk/Service Desk • IT support • Technician staff • Customer care • Call center • Customer service . Overview Overview IT Helpdesk is the single point of contact between the users and the IT department. Evaluation, measurement of success of the supporting activities of the IT department include: Service quality, satisfaction and the IT service users. Therefore, to serve customers the best: To understand needs of customers, facilitating the satisfaction level about the IT service quality, service attitude, service renovation. This training course is designed targeted at IT Helpdesk and IT Service Providers based on our extensive experience after many years working in the IT field of IT manager, CTO of financial groups, trade and production multinational companies in Vietnam, America, Europe, and Japan with research on other famous training materials of foreign CTO in IT daily activities management field. IT HELPDESK PROFESSIONAL SKILLS
  3. 3. INFOCHIEF ACADEMY What learners gain and can do after the training course ? 1. To understand the role and responsibilities of IT service support staff 2. To understand fully the IT service provision process in organization, and skill to support IT service levels 3. Know how to use the critical and appropriate Helpdesk tools for customer service support 4. To develop the core skills: listening, communicating and working with customers via the phone 5. Efficient problem solving skills to support the tough customers 6. Having professional skills to design materials as a supporting tool for the terminal user /internal customers 7. Being able to design support team and having skills to work with the support team 8. To control daily work under huge pressure Materials - The standard materials of the Infochief institute (Vietnamese) - Reference document (English) Training methods The experts will apply the following training methods to convey the contents: - Open discussion - Case study - Self-assessment - Mini-lecture Difference of the training methods at Infochief - Coaching based on the actual management models - Practice training in line with the requirements of each position - 70% is to practice the actual skills required by the daily work at the workplace - To assure that after the training course, learners are confident at their work - Senior staff are given priority for being introduced to our partners
  4. 4. INFOCHIEF ACADEMY Program Contents Module 1: Overview about IT Helpdesk - User support IT models - IT service in enterprises - Service designing and providing - Commitment for service provision and support between user and IT - User support process Module 2: Role of IT Helpdesk - Roles of Helpdesk in IT organization - Key elements of Helpdesk - Skills required for Helpdesk - Helpdesk trend - “Can do” attitude of Helpdesk - Fully understand needs of users - Managing the satisfaction level of user after support Module 3: Helpdesk team and team work - Typical features of a successful group - Helpdesk group development stages - Team work activities - Methods to contribute to team targets - Team work principles - Team conflicts management and handling - Team work brainstorming Module 4: User support skills via the phone - Importance of support via the phone - Using appropriate words - Communications - Communications and support via the phone - 5 phases for professional conversations - Professional conversation skills - Practising telephone skills Module 5: Listening and communication skills - Importance of listening for User support - Listening influential barriers - Effective listening - Encouraged listening - Communication styles - Communications via voice and gestures Module 6: Working skills with the tough user - User behavior studying - Cooperation key: listening and sympathy - Raising questions and solving issues - Regular encountered cases - Personal control - Keeping calm under huge pressure Module 7: Skills to solve the regular IT problems - Regular IT support issues distinguishing - IT issue receiving process - Problem solving methods - Problem solving process - RCA analytical techniques - Determining and recommending techniques - IT incidents report Module 8: Skills to compile technical support materials - Helpdesk support tools - Knowledge base creation - Compiling support instruction manual - Improving your writing skills - Writing User support emails Module 9: Business skills for IT support - Business skills for technical staff - Understand to convey message by business language - Using data to improve communication - Making presentations as a communication tool - Issues trend and solutions Module 10: Continuous IT support service improvement - User support improvement process - Actual situation based improvement process - Business activities improvement process - Cost reduction process - IT investigation methods - Practical exercise IT HELPDESK | Training
  5. 5. INFOCHIEF ACADEMY Add: 30 Dang Van Ngu Street, Ward 10, Phu Nhuan Disc, HCM City Tel: (08) 22 467 086 /(08) 22 194 047 Web: www.infochief.com.vn | Email: info@infochief.com.vn

×