PCA 772 - Help Desk Technology and Customer Service

1.8 Continuing Education Units (CEU). This course is not for Credit(s).

This course is designed to enable the student to learn how to become a Help Desk Technology support employee. Topics to be covered include the position description; common software tools utilized to support the job position; the role of the Help Desk Manager; help desk support alert and tracking systems; common network help desk support needs; active listening and critical thinking when communicating with customers; conflict management; and customer service and support best practices.

Course Objectives:

discuss the main processes and procedures used by a computer help desk support group;
define internal and external support groups and their functions of call logging, problem management and problem resolution;
discuss the features of the common software tools used by a support group such as, multiuser access, status, priority, problem history and troubleshooting logs;
discuss the role a help desk manager plays in the operation of the help group;
discuss how to utilize asset management software to track customer warranties, item ownership, and hardware and software inventories;
discuss several ‘alert’ or notification systems currently available to the help desk management team and the importance of customer service level agreements;
discuss the importance of telephone call management and the difference between PBX and ACD telephone systems;
discuss the variabilities in network performance problems;
discuss customer ‘self-service’ and the growing role of the internet in providing customer self-service;
discuss how to assess customer business needs and exceed customer expectations;
use critical thinking and active listening skills to communicate effectively and resolve incidents quickly and consistently;
identify and defuse challenging customer behavior; and
describe the core processes and best practices used in customer service and support.