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Tel:
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(Michelle/ Hema)
Fax:
03 - 2287 8009

consultant@trainpro.com.my
michelle@trainpro.com.my

 
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 Improve Help Desk Operation
   

This workshop has been developed to show you everything you need to know to successfully conduct Support Center Operations Audits and to take the results and use them to develop a plan to improve your support operation.
 Improve
It is designed to provide an interactive environment in which we can work together to establish the understanding and skills required to successfully audit and improve support center operations.

Over the period of the course we will review the history and evolution of help desks and technology support centers, explore current industry conditions and "best practices" operating concepts, and understand the support center audit process.
Objective
At the end of the workshop,
participants will be able to :

  • Review the birth of help desks and support centers
  • Discuss the evolution of these help desks and support centers into the modern Support Operation, with regard to chaos, focus on cost, technology and market history
  • Understand the support center audit process
  • Identify major themes that drive the results that organizations seek i.e. increased productivity, higher customer satisfaction, and improved business performance
  • Review the practices that enable the organization to achieve these goals
  • Identify operational strategies that will support the help desk and support center goals and operations
  • Learn the "Six Key Elements of Success"
  • Identify operations that create best practices based on the "Six Key Elements" of a successful support center
  Who Should Attend
This program is intended for executives and leaders in organizations
who have significant accountabilities and need to maximize their
results through their employees.

Course Duration
2 day seminar

Session Available
- Public Seminar sessions will be run once a quarter.
- In-house customisation of seminar is also available.

 Course Content

• Business Alignment Vision/Mission Statements, Published Goals and Objectives, Business and Operational Plans, Management Reporting, Budgets and Staffing Methodology
• Service Culture Service Level Agreements, (SLAs), Customer Satisfaction Measurements, Reward and Recognition Systems, General Attitudes and Atmosphere
• Operation Processes Contact Management, Incident Management, Problem Management
• People/Motivation Turnover/Staff Retention, Facility Design, Employee Attitude and Behavior, Reward and Recognition Systems, Job Variety and Challenge
• People/Skills Development Plans, Technical Skills, Business Knowledge, Service/Team Skills, Company/Infrastructure Knowledge
• Tools and Technologies Telecommunication Infrastructure, Data Network Structure, ACD, IVRU, CTI, Monitors and Diagnostic Tools, Incident/Problem Tracking Systems, Analysis and Reporting Tools, Knowledge Tools
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