Effective Help Desk - Key Competences Training

The training is dedicated to support teams and help desk staff

Benefits resulting from completing the training:

    • Knowledge of the quantitative and qualitative Help Desk performance indicators

    • Ability to build a professional image of the Help Desk department

    • Knowledge of the most important mechanisms / elements of effective communication

    • Ability to effectively communicate during F2F and telephone conversations

    • The ability to adapt to the customer and build a good contact

    • Knowledge of techniques to help avoid misunderstandings and the ability to use them in practice

    • Ability to communicate effectively and professionally using electronic media

    • The ability to use customer needs  analysis techniques in practice

    • Ability to deal with difficult situations when working with clients

The training does not require any prior preparation.

• Training: English
• Materials: English

1. Module 1. What is an effective Help Desk?
   • The role and place of Help Desk in IT processes
   • Basics of ITIL philosophy
   • Help Desk organization
   • Performance measures
   • Help Desk as a key area for building a positive IT image in the organization
   • Key problems and challenges
2. Module 2. Simulation game – introduction to the subject of communication in the Help Desk
   • Simulation game aimed at showing the most important elements of effective Help Desk  communication
   • Communication from the general to the detail and matching the language to the message sender level
   • Typology of communication styles – impact on effective communication
3. Module 3. Effective communication of the Help Desk employee part 1
   • Positive attitude in the situation of user handling – customer service pillars
   • Model 4 P
   • Verbal and non-verbal communication – how to communicate effectively face to face and during a telephone conversation
   • Voice modulation as a telephone communication tool
4. Module 4. Effective communication of the Help Desk employee part 2
   • The most common sources of confusion in communication with the Help Desk client
   • Skills to formulate understandable and precise statements
   • Ability to understand the statements of other people
   • Model of four levels of messages according to von Thun
5. Module 5. Reaching the client's needs
   • Techniques for effective acquisition of information from clients
   • Open and closed questions – when to use them
   • Different types of questions – their effectiveness depending on the purpose of the conversation
   • Active listening – hearing versus listening
6. Module 6. Difficult talks with clients
   • Assertive, it is how?
   • NVC approach – non-violent communication
   • 5 life jackets in communication with a difficult customer
   • Building assertive messages
   • Assertive refusal
   • Border protection
   • Coping with negative emotions – coping techniques