Help Desk Management
IBS's help Desks management system is a central area for end user support. Being an integral part of the Information Technology Support function can be challenging, frustrating, and exciting all at once. This course will teach innovative and “best practice” techniques in customer service, offering support to your customers, and creating a help desk that other companies would want to model theirs after.
We will learn to meet and surpass rising customer expectations. We will also learn how to motivate and reward our staff and increase staff productivity. Overall, our goal is to enhance the support experience when our external and internal customers call us with a need or a problem.
In this course, you will learn how to evaluate your current helpdesk, improvements you can make, how to hire effective help desk employees, and how to train and evaluate those employees.
The excellent help desk is available to meet your customers’ needs. If you have a contingent of employees coming in and working 7-4, having an 8-5 schedule won’t meet their needs in the morning. If you have 24 hour shifts, but the support center is only open during first shift, offering an on-call option is a must.
Organizational acceptance is an important aspect in evaluating your help desk. This can be achieved through surveys, talking to management, or feedback from PC Support individuals. Some help desk groups have the hardest time gaining traction in a company which has had poor support in the past and showing your improvements doesn’t always garner the support you need.
