Course Syllabus: How to Run an Effective Helpdesk


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Course Description

A Help Desk is usually not a profit-generating department within a company.  It is, for many organizations, a necessary expense, but it can add a significant amount of value to a company in a variety of ways.  In order for your Help Desk to add this value, it must be established with the proper mission, it must offer the right set of services, and it must achieve its objectives. 

 

In order to run an effective Help Desk, you must know, in advance, what services you are going to perform, you must know how to prioritize issues, and you must create realistic expectations.  All successful companies start off with a business plan, and the same rule applies to Help Desks. If your Help Desk is focused and has a clear understanding of your business, it will add a significant amount of value to the company in the form of increased productivity.

 

In this course, we will cover all the topics necessary to run your Help Desk, including drafting a plan, determining which services to offer, when to outsource, how to measure performance, how to effectively deal with senior management, which tools will aid you, and how to ensure that your customers are receiving value.

Course Requirements

This course will not require you to have previous experience in any particular area but you should have a high school reading level. No books will be required.

Course Topics

 

Lesson 1: Establishing a Help Desk

Lesson 2: Building Your Customer Profile

Lesson 3: Help Desk Organization

Lesson 4: Staffing Needs

Lesson 5: Issue Management: Establishing Priority and Severity of Issues

Lesson 6: Issue Management: Procedures

Lesson 7: Logging Support Calls

Lesson 8: Help Desk Tools: Forums, Collaboration, and Communication

Lesson 9: Help Desk Tools: Problem Resolution and Help Desk Management

Lesson 10: Your Help Desk and the Internet

Lesson 11: Establishing Your Help Desk's Online Presence

Lesson 12: Help Desk Metrics

Lesson 13: Marketing Your Help Desk

Lesson 14: Return on Investment and Value

Lesson 15: When to Outsource Work

Course Materials

All course material will be provided in the lessons and netlinks. There are no required materials to purchase before taking the class.

Grading Policy

Each lesson will include a lesson review quiz along with an assignment. Students will successfully complete this course by mastering all learning outcomes with 70% or higher overall grade.

Learning Outcomes

By successfully completing this course, students will be able to:
  • 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.
  • Know 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, and
  • Demonstrate mastery of lesson content at levels of 70% or higher.
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Assessment Guide

An Introduction1
Lesson 1 Assignment: Why is a Help Desk Good for Your Company?5
Lesson 1: Establishing a Help Desk10
Lesson 2 Assignment: Create a Customer Profile10
Lesson 2: Building Your Customer Profile10
Lesson 3: Help Desk Organization10
Lesson 4: Staffing Needs10
Lesson 5 Assignment10
Lesson 5: Issue Management: Establishing Priority and Severity of Issues10
Lesson 6 Assignment10
Lesson 6: Issue Management: Procedures10
Lesson 7: Logging Support Calls9
Lesson 8: Help Desk Tools: Forums, Collaboration, and Communication10
Lesson 9 Assignment25
Lesson 9: Help Desk Tools: Problem Resolution and Help Desk Management10
Lesson 10: Your Help Desk and the Internet10
Lesson 11 Assignment25
Lesson 11: Establishing Your Help Desk’s Online Presence10
Lesson 12 Assignment25
Lesson 12: Help Desk Metrics10
Lesson 13: Marketing Your Help Desk10
Lesson 14 Assignment25
Lesson 14: Return on Investment and Value10
Lesson 15: When to Outsource Work10
The Final Exam73
Total Points:358
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