Help Desk Analyst

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 coruse also gives an overview of the main Help Desk tools, technologies, processes and management concepts.

Target audience

This course has been created for students who have or will have the responsibility for providing customer support for computer and network technologies. The course is primarily designed for telephone call center-oriented support services but the techniques learned can be applied equally to most Help Desk environments. 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 content

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 Teamwork • Team Leadership

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

Index

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