Set Up Successful Help Desk
   

 Help Desk
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
  

  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

Course Duration
2 day seminar

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

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