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Helpdesk Service Skills Training Customer Service for Technical Support




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Helpdesk Service Skills Training


It takes more than technical ability to work a successful technical helpdesk. Help desk, Service desk staff and field service engineers also need excellent organisational and communication skills, and the ability to keep a cool head under pressure.


Using real-life examples and scenarios, Helpdesk Service Skills for Technical Staff offers tried-and-tested techniques for closing tickets in an appropriate, timely manner. This is a course that will help any helpdesk team member become an even greater asset to an organisation.


Who Should Attend?


• New service desk staff and field service engineers looking for a solid foundation of helpdesk skills.


• Experienced service desk staff and field service engineers looking for new skills to improve their efficiency.


• Helpdesk managers seeking greater efficiency for their team.



• Use step-by-step methods to prioritise jobs, for the overall benefit of the organisation.
• Increase efficiency and problem-solving by communicating with Users in a language they understand.
• Turn anxious Users into allies by keeping them informed through every step of a fix.
• Learn coping strategies for busy or stressful situations, to increase efficiency and help meet targets.


Scheduled Course topics are coloured black. In-house Training is tailored to your needs so you can choose any of the topics listed below plus you can combine topics from any of our courses to create the perfect learning solution.


Achieving Consistency in Service Delivery - These fundamental techniques will help staff achieve a consistent standard of service and raise personal awareness of their role.



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  • Defining Service Levels
  • What Signals Are You Sending To Users? (In-house training only)
  • Personal Impact / Accountability for Actions (In-house training only)
  • Behaviours and Attitudes Users Distrust (In-house training only)

Managing User Expectations - Sometimes users need to be made aware of what is and isn’t possible. Make sure you keep them on side by delivering the news in a positive and proactive manner.



  • Saying вЂNo’ Proactively & Delivering Bad News
  • Giving Feedback Diplomatically (Third Party Contextв„ў)
  • Acknowledging the Significance from the Users Perspective (In-house training only)
  • Keeping Users Working (In-house training only)

Organisation Skills - In a busy technical helpdesk environment, getting and staying organised is key to coping with a heavy workload.



  • Prioritising Technical Duties
  • Managing Easy Fixes
  • Coping with Continual Interruptions

User Focused Communication Skills - Technical helpdesk staff deal with stressed and even irate people on a day-to-day basis. Here’s the communication and emotional skills that can help pave the way for successful interactions.



  • Communicating with Non Technical People
  • Dealing with Users’ Impatience and Your Own Impatience
  • Keeping Users Informed
  • Dealing with Unreasonable Requests
  • Educating Users Tactfully
  • Managing Your Own Expectations (In-house training only)

Special Circumstances - To deliver exceptional service, technical helpdesk staff need to adapt to any and every circumstance.



  • Supporting Executive Users (In-house training only)
  • Supporting Special Events (In-house training only)

Exclusive Training for Field Service Engineers - When a field engineer visits a client, it’s crucial he or she properly represents the team by maintaining the highest standards – regardless of pressure or deadlines.



  • On-Site Etiquette for Field Visits (In-house training only)


• Interactive practicals including group discussions, role-plays (in small groups), and case study examples.


Option One: Tailored In-house Training (Suitable for Groups of Staff)


• Our Approach: A comprehensive seven-step approach enables us to identify your requirements, and then carefully tailor course topics and post-training reinforcement support tools to suit your needs.


• Length: Tailored to your needs – bite-sized 90-minute sessions; or half-day, full-day, or two-day courses.


• Locations/Availability: Delivered at your premises, or a venue of your choice in the UK or anywhere in the world (where appropriate). Training is available seven days a week, and there is no additional charge for weekend training.


• Group Size: Flexible.


Discuss your requirements with one of our experts. Call 0800 121 4660 / 0208 445 9625, or complete an enquiry form.


Option Two: Scheduled Courses (Suitable for Individuals and Small Groups)


• Our Approach: Learners and their line manager (where appropriate) complete questionnaires prior to the course, to establish key development areas. Learners complete personal action plans throughout the course to support the post-course reinforcement of new skills.


• Length: 1 day (9.30am – 4.30pm).


• Locations / Availability: Regular courses in London (dates listed below).


• Group Size: Average of just six Learners per course (maximum of eight), led by experienced Trainers in a friendly learning environment. Because of the low numbers, plenty of personal attention is given to each Learner.


• Refreshments: Lunch and refreshments are provided.


• Awards: Certificate of Training presented on completion and course manual included.


London Training Centre : 20 Mercer Street, Covent Garden, London WC2H 9HD .