Help desk analyst skills

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					                              Help Desk Analyst

Your business is changing. New systems, services and technologies are
rolled out almost daily. You need to be fast. You must solve problems quickly.
Keep customers happy. Deliver a consistently high quality service.

How can you begin to meet these challenges? The Help Desk Analyst course
will start you on the path. It will enable you to:

Possess all the skills necessary to successfully handle inbound service
requests.

   Be successful problem solvers.
   Manage customer expectations in a satisfactory and consistent manner.
   Understand incident and call process flows.
   Demonstrate superior customer service skills.
   Know how to set priorities.
   Conduct professional problem escalation and notification procedures.

Who will the course benefit?

Entry-level Help or Service Desk staff with little related experience.

Course Objectives

To provide a framework of best practices and procedures that will enable the
delegate to work effectively on a help desk/service desk. To enable delegates
to practice the "core" skills required.

Course Duration: 2 days
This course will enable delegates to:

      Develop and enhance skills, techniques and procedures for dealing
       with enquiries, incidents, problems and opportunities concerning IT
       and its business-related products and services.

      Create positive relationships with customers and co-workers.

      Pinpoint customers' needs, motivations and reactions.

      Gain agreements with customers and manage interactions effectively.

      Maximise assertiveness while minimising extremes in behaviour.

      Deal effectively with a variety of customer situations.

      Gain satisfied customers through better listening.

      Discover the difference between providing solutions and satisfying a
       customer's psychological needs.

      Recognise how the Help/Service Desk must be supported by
       processes, procedures, technologies, tools, organisation and structure
       to operate successfully.
Course Content

Introduction

      The Evolution of Support Services and the role of the Help Desk
       Analyst
      Communicating with your customer
      Listening Skills
      The importance of Empathy
      Verbal Skills
      Ensuring Understanding
      Documenting the calls
      Using Questions Effectively

Dealing with Customer Conflict

      Assertiveness and Customer Service
      Human Resources Issues and Ethics in the Workplace
      Teamwork and becoming a Leader
      Measuring Customer Satisfaction and Informing Customers of
       Progress

Introduction to the Support Industry and its Tools and Technologies

      Understanding Help Desk Technologies and tools
      Self-Help and Desk-Side Support
      Technology.
      System Administration and Network Issues
      Disaster Recovery

Problem Solving Techniques

      Using Creative Problem Solving and Root Cause Analysis
      Generating Evaluating and Prioritising Options
      Active and Deductive Reasoning
      Human Resource Issues in the Workplace (shared, private, hot
       desking)
      Process Integration
      Problem Management
Using Metrics as a Key Performance

     Indicator (KPI)
     Interpreting Metrics and using Metrics Efficiently
     Time Management in the Help Desk
     Knowledge Management
     Quality Assurance
     System Security Management
     Change Management, Asset Management and Resource Management
     Outsourcing and Insourcing
     Escalation
     Defining Terms ownership

				
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Description: Help desk analyst skills