Basic Service Desk Training
Course Overview:
The Service Desk Training course is designed to equip participants with the necessary knowledge, skills, and best practices to handle and resolve customer issues at a service desk effectively. This comprehensive training program will cover key topics such as customer service techniques, problem-solving strategies, communication skills, and technical troubleshooting. Participants will learn how to deliver exceptional customer service support, manage customer expectations, and provide timely resolutions to various service desk and enterprise challenges.
Fundamentals of Service Desk Support
Course Outline:
Introduction to Service Desk Support
a. Definition and role of service desk support.
b. Importance of service desk in customer satisfaction.
c. Key responsibilities and expectations.
Customer Service Essentials
a. Understanding customer expectations and needs.
b. Effective communication techniques.
c. Active listening and empathy skills.
d. Managing difficult customers and challenging.
Service Desk Operations
a. Incident management process.
b. Ticketing systems and workflows.
c. Prioritization and categorization of incidents.
d. Service level agreements (SLAs) and response time targets.
Problem-Solving Techniques
a. Analyzing and diagnosing customer issues.
b. Root cause analysis and troubleshooting methodologies.
c. Escalation procedures and when to involve other teams.
d. Documentation and knowledge base management.
Technical Skills for Service Desk Support
User Account Management
a. User provisioning and access control.
b. Password management and security practices.
c. Active Directory basics.
d. Account synchronization and user profile troubleshooting.
Basic Network and Connectivity Troubleshooting
a. TCP/IP fundamentals.
b. DNS, DHCP, and IP addressing.
c. Wireless network troubleshooting.
d. VPN setup and troubleshooting.
IT Infrastructure Overview
a. Understanding common IT components and systems.
b. Networking fundamentals and troubleshooting.
c. Hardware and software basics.
Operating Systems and Applications
a. Overview of popular operating systems
(Windows, macOS, Linux).
b. Key features and troubleshooting tips.
c. Office productivity applications
(Microsoft Office, G Suite).
d. Remote desktop tools and configurations.
Advanced Service Desk Skills
Customer Satisfaction and Service Improvement
a. Measuring customer satisfaction and feedback mechanisms.
b. Continuous service improvement strategies.
c. Identifying trends and recurring issues.
Service Desk Tools and Technologies
a. Remote support tools and techniques.
b. Help desk ticketing software features and customization.
c. Self-service portals and knowledge base management systems.
Effective Communication and Collaboration
a. Interacting with other IT teams and stakeholders.
b. Internal and external communication channels.
c. Collaborative problem-solving and teamwork.
Service Desk Best Practices and Case Studies
a. Industry benchmarks and best practices.
b. Real-life case studies and scenarios.
c. Role-playing exercises and simulations.
Note:
This course outline is a general guide and can be customized based on the specific needs and objectives of the organization or participants. It is recommended to conduct pre-training assessments to determine the existing skill levels and tailor the training accordingly.