Set Up Successful Help Desk
   
 
 

This workshop will provide sufficient information and knowledge so that you will be able to re-design your Support Center operations and effectively implement the changes and enhancements that will allow you to accomplish the objectives that you establish for the support function.

You will be able to leverage the experience and methodologies of top industry professionals. You’ll develop a clear understanding of the six critical elements that comprise all successful support organizations:

  1. Business Alignment
2. Service Culture
3. Operational Processes
4. People/Motivation
5. People/Skills and knowledge
6. Tools and Technology

You’ll identify and work through the specific issues that will help or hinder success in your organization. This rigorous workshop format is an effective way to build understanding, share knowledge and develop a plan that will provide a foundation for a successful Help Desk operation.
 
  Objective
   
 

At the end of the workshop, participants will be able to :

  •  Establish a baseline for evaluating the performance of your existing operation against “industry best practices”
  •  Identify the Strategic Issues and Keys to Success
  •  Identify the critical areas where improvement is needed and establish specific goals and objectives
  •  Build a Conceptual Model of your desired “end state”
  •  Identify the critical gaps between your existing and desired situations
  •  Clarify your goals and objectives in order to move forward
  •  Prioritize the activities needed to implement improvements
  •  Establish a plan for closing those gaps
 
  Course Content
   
 
  •  Strategic Issues
  •  Avoiding the Common Mistakes
  •  Managing Technology Support as a Business
  •  Business and Operational Plans
  •  Service Level Agreements (SLAs)
  •  Customer Satisfaction Measurement
  •  Operational Performance Measurement
  •  Turnover, Staff Retention, Training
  •  Tools and Technology
 
  Course Duration
   
  2 days seminar
 
  Session Available
   
 

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

 
  Who Should Attend
   
  General Managers, Business Managers, Help Desk Managers, Call Center Professionals, Services Operations Managers, Customer Support Managers, Services Quality Managers and all managers responsible for the effective and efficient running of the customer support center
   
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