Introduction to Help Desk Operations
CATALOG COURSE DESCRIPTION:
This course is designed to provide individuals interested in the field of
technical customer support with a guide to the "soft skills" and the
"self-management skills" needed to deliver excellent customer support at a
help desk. It provides students with an understanding of what a career in
customer support entails with strong real-world computer support examples,
case studies, and exercises.
COURSE OBJECTIVES:
Upon successful completion of the course, the student will be able to
- examine and describe the role the help desk plays in delivering
quality technical customer support.
- compare and analyze different help desk models and how to how to
manage, meet and exceed customer expectations.
- identify the mix of skills necessary to be successful in a
technical customer support career.
- describe the characteristics and benefits of active listening.
- differentiate between active versus passive listening skills and
evaluate how to avoid distractions that prevents good listening.
- describe how to communicate with customers who have varying
communication styles in a manner that builds rapport and trust
- understand the power of the telephone and demonstrate how to
handle calls professionally.
- describe the impact that technologies such as the internet and
email are having on the help desk and how the role of help desk
analyst is changing as a result.
- write help desk trouble reports adhering to good technical
writing skills conveying computer problems.
- describe the tools that companies are using to manage their
knowledge resources and understand the skills needed to use these
highly sophisticated systems.
- use proven techniques to methodically solve problems
- develop the skills needed to have positive working relationships
with their teammates.
- reduce the negative effects of stress by determining the causes
of stress and develop effective coping skills.
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