This course is provided by Wintrac.
Wintrac
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ITIL & Help Desk
Overview
This 4-day 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
Students should ideally have some experience of providing telephone support to internal and external customers, although this is not essential. The course does not focus on the provision of support for specific products and technologies. However, technical knowledge of computer hardware, Windows 2000 and networking technologies is required for some optional exercises.
Course duration
4 Days
Course outline
What is Help Desk?
- Goals, Objectives and Standards
- Evolution of Support Services
- The Role of the Help Desk
- Mission Statements
- Goal of the Help Desk
- Call Handling Process
- Role of the Help Desk Analyst
Basic Customer Service Skills
- What is a Customer?
- Communication Skills
- Active Listening
- Handling Support Calls
- Documenting Support Calls
- Using Questions Effectively
- The Importance of Empathy
Advanced Customer Service Skills
- Rapport
- Skills Development
- Assertiveness
- Assertiveness Techniques
- Principles of Negotiation
- Dealing with Customer Conflict
Teamwork
Help Desk Tools and Technology
- Computer Hardware and Software
- Network Components
- Telecommunications
- Other Problem Management Technologies
The Workplace
- System Security Management
- Asset and Resource Management
- Change Management
- Human Resource Issues
- Cultural Sensitivity
- Ethics in the Workplace
Problem Solving Techniques
- What is the Purpose of Creative Thinking?
- Brainstorming
- What is a Problem?
- Steps in Defining a Problem
- Thinking and Reasoning
- Critical Thinking Skills
Process Integration
- What is Process Integration?
- Service Level Agreements
- Managing the Problem
- Call Escalation
- Ownership
- Knowledge Management
- Knowledge Sources
- Keeping Skills Up-to-Date
- Time Management
- Quality Assurance
- Measuring Customer Satisfaction
Network Troubleshooting Procedures
- Overview of Troubleshooting Procedures
- Troubleshooting Networks
- Troubleshooting Cabling
- Troubleshooting Infrastructure
- Routing Issues
- Troubleshooting Name Resolution
- Establishing a Session
- User Problems
- Documentation
Personal Objectives, Action Plans and Test Questions
Answers to Review Questions
Glossary of Terms
Resources and Links
Sample Service Level Agreement
