Unlocking the Power of an Optimized Help Desk: A Blueprint for Success
In the intricate tapestry of modern businesses, the Help Desk often emerges as an unsung hero. While not directly generating profits, it plays an indispensable role in bolstering company value, seamlessly amplifying productivity, and solidifying customer loyalty. But how do you transform this essential service hub into an influential powerhouse that truly aligns with your organization's vision and objectives?
Dive into our comprehensive course, "Unlocking the Power of an Optimized Help Desk: A Blueprint for Success." This dynamic program unravels the secrets to crafting a Help Desk that not only functions efficiently but also actively drives company success.
While constructing a skyscraper without a blueprint is unimaginable, so is developing a Help Desk without a strategic plan. This course underscores the importance of that blueprint - detailing the nuances of drafting a coherent mission, demystifying the art of service selection, and spotlighting the significance of aligning your Help Desk's goals with your company's overarching objectives.
Explore the intricacies of service prioritization, ensuring that each issue is addressed in sync with its importance and urgency. Immerse yourself in discussions about when and how to outsource, ensuring that every decision contributes to your bottom line. Equip yourself with a data-driven approach to measure performance, and master the tactics to communicate effectively with senior management, securing their buy-in and support.
Furthermore, in a landscape replete with tools and technologies, this course will illuminate the most impactful ones, ensuring your Help Desk remains a step ahead. Beyond mere functionality, we'll delve into cultivating a customer-centric ethos, ensuring every interaction reaffirms the value your organization brings to its clientele.
In essence, our course promises a holistic journey, transforming your Help Desk from a mere functional unit to a strategic asset that continually adds unparalleled value to your organization. Enroll now, and embark on a transformative voyage, elevating your Help Desk to new pinnacles of efficiency and excellence.
- Completely Online
- Printable Lessons
- Full HD Video
- 6 Months to Complete
- 24/7 Availability
- Start Anytime
- PC & Mac Compatible
- Android & iOS Friendly
- Accredited CEUs
- Describe the processes establishing a help desk.
- Demonstrate building your customer profile.
- Describe help desk organization and staffing needs
- Establish priority and determine the severity of issues.
- Demonstrate management issue procedures.
- Demonstrate the process of logging support calls.
- Summarize available help desk tools and how to put them to work.
- Describe your help desk and the internet.
- Recognize, implement, and review help desk metrics.
- Describe marketing your help desk and calculating the return on investment and value.
- Determine when to outsource work.
- Demonstrate mastery of lesson content at levels of 70% or higher.
|Lesson 1 Assignment: Why is a Help Desk Good for Your Company?||5 points|
|An Introduction||1 points|
|Lesson 1: Establishing a Help Desk||10 points|
|Lesson 2 Assignment: Create a Customer Profile||10 points|
|Lesson 2: Building Your Customer Profile||10 points|
|Lesson 3: Help Desk Organization||10 points|
|Lesson 4: Staffing Needs||10 points|
|Lesson 5 Assignment||10 points|
|Lesson 5: Issue Management: Establishing Priority and Severity of Issues||10 points|
|Lesson 6 Assignment||10 points|
|Lesson 6: Issue Management: Procedures||10 points|
|Lesson 7: Logging Support Calls||9 points|
|Lesson 8: Help Desk Tools: Forums, Collaboration, and Communication||10 points|
|Lesson 9 Assignment||25 points|
|Lesson 9: Help Desk Tools: Problem Resolution and Help Desk Management||10 points|
|Lesson 10: Your Help Desk and the Internet||10 points|
|Lesson 11 Assignment||25 points|
|Lesson 11: Establishing Your Help Desk’s Online Presence||10 points|
|Lesson 12 Assignment||25 points|
|Lesson 12: Help Desk Metrics||10 points|
|Lesson 13: Marketing Your Help Desk||10 points|
|Lesson 14 Assignment||25 points|
|Lesson 14: Return on Investment and Value||10 points|
|Lesson 15: When to Outsource Work||10 points|
|The Final Exam||73 points|