Course details
Service Support Desk – Skills and Techniques
£750.00
2 days
Call Centres, Service Desks and Help Desks provide a vital link between those who use IT services and those who support them. From the client view they represent the lifeline from the support team view they manage incidents on their behalf letting support, engineers and developers get on with the day's work more effectively. All too often undervalued and under resourced Support teams provide a front line service which is as unique as it is vital to keeping the wheels of business turning. Consequently they need to develop excellent incident and people-management skills - and go on developing and refining those skills year after year.
Target audience: Service Desk managers and operators who manage calls and incidents. The course is ideal as an induction for those new to the Service Desk environment and as a refresher for experienced staff.
Topics include:
- An introduction to the ITIL® Service Management guidelines
- ITIL® Service desks - first contact point for support + exercise
- Managing incidents - working with second line support
- How good service support underpins business success + exercise
- Good questioning skills + individual exercise
- Problem solving techniques + team exercise
- Being and staying in control - TA and assertiveness
- Dealing with stress - win/win techniques
- Call handling techniques + telephone exercise
Forthcoming dates for this course
We don't have any public sessions lined up at the moment, but if you would like The Grey Matters to conduct a private course within your organisation, please contact us for more details.
