Objectives
On successful completion of this course, attendees will
be able to:
- describe the role of the Service Desk in relation to other IS departments
- list the tools and techniques available to assist with its operation
- record problems and queries
- explain the importance of effective liaison with customers.
Who Should Attend
All service personnel, problem and change management co-ordinators, computer operators, senior operators and network operators.
Prerequisites
There are no prerequisites for this course. All attendees should also attend RSM’s course Customer Care Skills for ICT Professionals.
Duration
1 day
Fee
£395 (ex. VAT)
Course Code
MGF1 |
|
Contents
Why have a Service Desk
Help Desk concepts; Help Desk objectives: operational, management; problem handling objectives; types of Service Desk; other responsibilities.
The Service Desk Cycle
Problem flow identification, reporting/logging; problem determination: recovery, resolution, closing; setting priorities - a better way: determining the importance of the area, determining the severity of the problem, assigning the priority to the problem, timescales for resolution, feedback, escalation; procedures and check-lists: problems and benefits, follow up, informing users, producing reports.
How can I make it even better?
The effectiveness of the Service Desk; supporting the IS department; people and perceptions; feedback options; being pro-active; being an information point; suggestions co-ordination; education; other tasks for the Help Desk.
|
