Help Desk Analyst

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Description:
This course will prepare students for the Help Desk Institute`s "Certified Help Desk Analyst" certification. It may also be delivered in an "accelerated" 3-day format. Students will learn how to deal effectively with a wide variety of customer situations and to create positive interaction between customers and co-workers. The course also gives an overview of the main Help Desk tools, technologies, processes and management concepts.
Prerequisites:
Participants may be new to the role of Help Desk Analyst or may have some practical experience but no or limited previous structured training.
What is Help Desk?:
Goals<BR>Objectives and Standards<BR>Evolution of Support Services<BR>The role of the Help Desk<BR>Mission Statements<BR>Goal of the Help Desk<BR>Call Handling Process<BR>Role of the Help Desk Analyst<BR>
Basic Customer Service Skills:
What is a Customer?<BR>Communication Skills<BR>Active Listening<BR>Handling Support Calls<BR>Documenting Support Calls<BR>Using Questions Effectively<BR>The Importance of Empathy<BR>
Advanced Customer Service Skille:
Rapport<BR>Skills Development<BR>Assertiveness<BR>Assertiveness Techniques<BR>Principles of Negotiation<BR>Dealing with Customer Conflict<BR>
Teamwork:
Teamwork<BR>Team Leadership<BR>
Help Desk Tools and Technology:
Computer Hardware and Software<BR>Network Components<BR>Telecommunications<BR>Other Problem Management Technologies<BR>
The Workplace:
System Security Management<BR>Asset and Resource Management<BR>Change Management<BR>Human Ersource Issues<BR>Cultural Sensitivity<BR>Ethics in the Workplace<BR>
Problem Solving Techniques:
What is the purpose of Creative Thinking?<BR>Brainstorming<BR>What is a Problem?<BR>Steps in Defining a Problem<BR>Thinking and Reasoning<BR>Critical Thinking Skills<BR>
Process Integration:
What is Process Integration?<BR>Service Level Agreements<BR>Managing the Problem<BR>Call Escalation<BR>Ownership<BR>Knowledge Management<BR>Knowledge Sources<BR>Keeping Skills Up-to Date<BR>Time Management<BR>Quality Assurance<BR>Measuring Customer Satisfaction<BR>
Network Troubleshooting Procedures:
Overview of Troubleshooting Procedures<BR>Troubleshooting Networks<BR>Troubleshooting Cabling<BR>Troubleshooting Infrastructures<BR>Routing Issues<BR>Troubleshooting Name<BR>Resolution<BR>Establishing aSession<BR>User Problems<BR>Documentation<BR>