|
|
|
Help Desk Analyst
Prerequisites
IT Fundamentals, A+ Core, A+ Operating System or previous Help Desk experience.
|
| Duration 4 day(s) |
Introduction
- Course Goals
- Student Introductions
- Personal Survey
Fulfilling a Need
- The Evolution of Support Services
- Help Desk Structure
- Measuring Objectives
The Impact of Customer Service
- Customer Service Facts and Figures
Developing a Professional Attitude
- Attitude as the Key to Success
- Understanding Customer Logic Theory
- Good Customer Service Habits
Educating the User
- Goals for the Help Desk
- Types of Support
Greeting Your Client
- Understanding Telephone Etiquette
- Understanding Body Language Basics
- Building Rapport with Eye Contact
- Understanding Facial Expressions
- Examining Other Body Language Issues
Understanding Social Space Issues
- Listening Skills
- Learning Effective Listening Skills
- Five Facts about Listening
- Common Poor Listening Habits
- Ten Ways to Improve Listening
Customer Service Solutions
- Employing Customer Service Solutions
- Utilizing Questioning Techniques
- Gaining Customer Agreement
- Performing Follow-Up
- Escalating Calls
Documenting Calls
- Managing Customer Conflict
- Tackling Difficult Customers
- Helping the Angry Customer
- Helping the High Maintenance Customer
- Helping Other Difficult Customers
Managing a Difficult Call
- The Rewards of Good Service
- The Work Environment
- Factors of the Work Environment
- Perception
- Language
- Integrity
- Trust
Team Relationships
- Maintaining Your Skills
- Keeping Your Skills Current
- Industry Resources
Tools of the Trade
- Communication Tools
- Other Tools
- Training Tools
Problem Solving
- Obstacles to Solving Problems
- Skills for Problem Solving
- Solving Problems Effectively
- Ways to Identify and Isolate Problems
Appendix A - Review QuestionsA
- Review QuestionsA
- Answers to Review QuestionsA
Appendix B - Diagnosing and TroubleshootingB
- Finding Sources of DocumentationB
- Developing a Preventive Maintenance ProgramB
- Active Preventative Maintenance ProceduresB
- Passive Preventive MaintenanceB
Understanding VirusesB
- Diagnosing ProblemsB
- Common ErrorsB
HDAI12 ONLINE - 1/24/2003 0:00:00
|
