The document provides information about an IT Helpdesk Training Program offered by Infochief Academy. The 10-module program aims to teach participants key skills for serving as IT helpdesk staff, including assessing customer needs, positive communication, problem solving, and technical support skills. The training uses methods like open discussion, case studies, and self-assessment exercises. Participants include helpdesk employees, IT support technicians, and customer service roles. The goal is for trainees to gain competencies in user support, helpdesk processes, communication, and continuous service improvement.

1. INFOCHIEF ACADEMYIT HELPDESK | Training Program
IT HELPDESK
PROFESSIONAL SKILLS
INFOCHIEF ACADEMY

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. 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

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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. 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