HELPDESK PROFESSIONAL ONE

FOR WHOM: Helpdesk and support staff that deal with customers, their problems and queries, on a daily basis. An excellent introduction for new staff or an invaluable refresher for those more experienced.

BENEFITS: At the end of the course the delegate will have:

Learnt and practiced the behavior and skills required of a professional support giver. Covering how to deal confidently and effectively with customers, even if they cannot solve the problem.

Received some individual coaching and feedback on their service giving manner.

Examined the benefits of teamwork and the importance of providing consistently professional service.

EXTRA BENIFIT: Prepared to take our “Certificate in Helpdesk Skills” exam.

METHOD: A combination of facilitation, exercises, practical work and discussion. Highly participative, everyone receives positive feedback from the tutor and the rest of the group.

HELPDESK PROFESSIONAL TWO

FOR WHOM: Primarily for Helpdesk or support staff that have previously attended the Helpdesk Professional One Course. Also suitable for experienced support staff with a responsibility for training new starters or covering for managers or supervisors.

BENEFITS: At the end of the day delegates will have:

An understanding of the importance of experienced staff setting a good example and being available to advise new starters.

Learnt and practiced some of the skills required in coaching, getting new starters up to speed and avoiding staleness.

Considered how Helpdesk staff performance is measured and what they need to do, to stand out, for the right reasons.

METHOD: Highly participative. A combination of facilitation, discussion and exercise.

HELPDESK MANAGER

FOR WHOM: Managers and supervisors who have some responsibility for the Helpdesk. Also suitable for team leaders or senior helpdesk operators.

BENEFITS: At the end of the course the delegate will have:

Considered how good practice is essential to the Helpdesk. Particularly to achieve consistently good performance.

Examined various managerial and supervisory skills required to run a consistently effective Helpdesk. With emphasis on leading and developing a Helpdesk team and the individuals in it.

Learnt various ways and means of dealing well with colleagues, customers and management.

A better focus on how their service is functioning and how it might be enhanced.

Received paper and electronic Good Practice Guide templates.  These can easily be tailored to produce a valuable induction, training and appraisal tool.

METHOD: A combination of lectures, exercises, practical work, presentations and discussion. Everyone has the chance to discuss their own situation and particular challenges. A very comprehensive course manual is provided.

SDI SERVICE DESK ANALYST FAST TRACK

FOR WHOM: Anyone that wishes to take the Service Desk Institute SDA certification exam. This is a multiplechoice paper with a pass mark of 74%. SDA certification will be recognised worldwide and provide holders
with recognition throughout the IT support industry.

Our support exam pass rates are consistently above average.

BENEFITS: At the end of the course delegates will have:

A clear understanding of the level of detail and information that will be tested on.

Been provided with, and worked through, a specialist manual drawn up by the Service Desk Institute.

Sat a range of revision tests and a practice exam.

METHOD: An intensive blend of lectures, exercises, facilitation and some self study. The certification exam
can be sat at a number of test centres around the UK.

The facilitator will have passed the exam at "Higher Mastery Level" level and be certified as such by the Service Desk Institute.

Duration	2-3 Days Depending on experience of attendees
Cost	Please ask us to quote
Venues	On-site only

Looked at effective communication, problem solving, project management, report writing and presentation skills.

An understanding of the Service Desk market place, key trends, current tools and vendors.

Knowledge of how to define their own Service Desk’s requirements for product specification and selection.

METHOD: A blend of lecture, discussion, case study and practical exercises. Highly interactive.

Duration	2 Days
Cost	Please ask us to quote
Venues	On-site only

METHOD: Highly participative. A combination of facilitation, discussion, exercises and "service dilemmas".

PROFESSIONAL TELEPHONE SKILLS

FOR WHOM: Anyone requiring an introduction to, or refresher of, the skills needed when dealing with colleagues, customers or suppliers on the telephone.

BENEFITS: At the end of the course delegates will have:

Learnt and practiced professional telephone skills.

The know-how to take control of, and structure calls. Enabling the right information to be gathered, in the right order.

Learnt how to sound confident and impart confidence to the caller.

Learnt what is required in making effective calls.

METHOD: A combination of exercises, practical work and discussion. Highly participative. Content will be tailored to suit the environment of the client.

METHOD: A combination of lectures, discussions, assessment and exercises. Participation is actively encouraged and the course will be tailored to suit the environment of the attendees.

PRESENTATION SKILLS

FOR WHOM: Anyone who is required to make presentations or run training programmes. Also used to boost
self confidence in service-giving staff.

BENEFITS: At the end of the course delegates will have:

The know-how to give effective presentations on technical or non-technical subjects - in a variety of work
situations.

A very clear idea of the importance of planning, structure, delivery and the use of visual aids to achieve results.

Received coaching and feedback on how they 'appear' as a presenter and how they can do even better.

METHOD: A totally practical course, with intensive positive tutorial guidance. CTV is extensively used.

DEALING WITH DIFFICULT CUSTOMERS

FOR WHOM: Anyone that has to deal with challenging or demanding customers. Suitable for service providers in a variety of roles. Particularly geared towards Helpdesk, Call Centre and Customer Service staff.

BENEFITS: At the end of the day delegates will have:

A clear understanding of what can lead to customers being 'difficult'.

Considered and practised a tried and tested range of techniques and strategies, useful for dealing with
difficult customers.

Had the opportunity to discuss and consider their own particular challenges and situations.

METHOD: Highly participative. A combination of facilitation, discussion, exercises and practical work. Reasonable tailoring will be included to suit the requirements of individual clients.

SUCCESSFUL PROBLEM SOLVING

FOR WHOM: Anyone interested in an overview of the various processes, skills and techniques required in successful problem solving.

BENEFITS: At the end of the day delegates will have:

A clear understanding of a tried and tested approach to problem determination and resolution.

Learnt and practised some problem handling techniques. Including taking a creative approach to problem solving and seeking means of preventing reoccurrence.

Determined the importance of teamwork in problem solving and the responsibilities of individuals.

METHOD: A combination of lecture, exercises and discussion. The day will be tailored to suit the environment
of the client.

TEAMBUILDING DAY

FOR WHOM: Suitable for new teams that are forming or for established teams that need re-energising or a new sense of focus.

BENEFITS: At the end of the course delegates will have:

Had the opportunity to work together on a major team game. They will have experienced many of the challenges of teamwork and meeting objectives.

Determined their own natural "role" and "style" within a team.

Looked at the elements that go towards making a "good" team.

Considered their own team and what is required to develop it.

METHOD: A very practical and interactive day. There is great use of games, exercises, syndicate work and group discussion. There is an element of fun and very open format to encourage maximum participation.