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Help Desk
Certification
Help Desk
Certification gives help desk professionals advanced skills for
providing excellent support and customer care, as well as an
established and highly marketable skill set that will be valued by
management in performance and salary evaluation. Becoming a Help Desk
Certification Professional also provides a career boost, heightening
your confidence and motivation. And, customers, peers, and
management will respect your credentials.
In Help Desk
Certification training seminar, you will learn innovative
methodologies for effective call handling and problem resolution, as
well as the fundamentals of help desk structure and procedures. The class incorporates role
playing exercises and significant group interaction with dynamic
instruction, enhancing problem-solving skills and improving customer
care.
Help Desk
Certification provided by many institutions is based on
internationally recognized open standards developed by committees of
worldwide industry leaders, help desk and support center experts,
consultants, and practitioners for the benefit of the support
industry. Their open standards committee members who helped develop
the standards included representatives from a wide variety of
leading organizations including Interim Technology, Executrain,
NEXRAD, Pikes Peak Community College, IHS Support Solutions, Help
Desk Solutions, Inc., KLM Royal Dutch Airlines, Bank of America,
TRG, Entex Information Services, Inc., Hyrax, TriPole Corporation,
Goldstein & Taylor, User Support Consulting, Branson &
Associates, Service Management International, MCI Worldcom, and Help
Desk Institute.
Typically, once
the Help Desk Certification course is completed, you have four weeks
to take your Help Desk Certification exam. The Help desk Certification
consists of two parts: class attendance and a certification exam.
The exam covers the help desk practices and processes presented in
class and are available on the Web. Students are given 2-1/2
hours to complete the exam and must achieve 90% accuracy or better
to obtain certification.
Should you fail to achieve passing marks; an instructor will
review your exams with you and help you plan for success on your
next attempt.
Ready to buy? Order the
Help Desk Toolkit today
THE HELP DESK TOOLKIT - Fourteen extensive
documents Sample Pages
Here
One thing is for sure: The Help Desk Toolkit makes Help Desk
Procurement and Management far more straight forward. No doubt about
it: it de-mystifies Help Desk Management, and enables you to produce
a Help Desk function with the minimum of fuss. There is absolutely
no need to re-invent the wheel! It is supplied primarily in MS-Word
format and comprises the following components:
HELP DESK all you need now
Ready to use documents: Help Desk Implementation
Plan, Help Desk procedures, Proactive Stress Management,
Problem management procedure
- Help desk implementation plan covering
all the aspects of help desk implementations
- Help Desk Phone Communication
Standards - Example Standards Monitoring Sheet
- Help Desk Stress Management - 30
slides Proactive Strategies for Managing Stress and
Change
- Help Desk Procedures - This
procedure defines the steps involved in responding to customer
calls through the Help Desk facility.
HELP DESK SLA GUIDE
Let's face it: a
comprehensive SLA is a daunting task. Now you'll have an extensive
blueprint at your fingertips. This document explains every part of
the service level agreement for a HELP DESK, clause by clause. You
can populate and change directly, as required.
- Service Level Guidelines on Help
Desk procedures
- Extensive Service Level Agreement for
Help desks
HELP DESK
INTRODUCTION
Let's be honest: getting buy-in
is the hardest part of any Help Desk, are you ready for straight
talk? This is a full PowerPoint presentation. It explains the HELP
DESK, what is needed, why and where.
AUDIT & REVIEW
How many times have you said to yourself: how well are our
Help Desk needs taken care of? If you already have a HELP DESK, or
just want to be doubly sure, this component will certainly help. It
comprises a series of questions designed to take you through your
HELP DESK and check it for quality and completeness. A first rate
audit tool (MS-Word).
HELP DESK BEST PRACTICE
We've got the solution to your needs: HELP DESK best practice
is designed around a set of activities to deliver upon
excellent customer value. This explains the key concepts of a
HELP DESK.
HELP DESK DESIGN TEMPLATE
In today's uncertain economy you need clarity, fast. This is
a complete template for establishing service descriptions. This is a
complete template for a HELP DESK design.
Fourteen documents
- Hundreds of pages with
easy-to-follow sections
- An extensive must-do
checklist based on our experience implementing Help Desk in over
40 industries
- New practical advice on
awareness, planning, implementation, and review
- New commentary on
delivering upon business value
- All-new "tuneup"
section tailored to improve the performance of
existing initiatives
- Fully updated throughout to
take account of current Best Practices and policies, and the
state of their
use
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