Upon completion of this course, participants will be able to:

• Apply a systematic, multi-tier approach to diagnosing and resolving technical incidents.
• Utilize effective communication and customer service skills in support interactions.
• Manage the lifecycle of incidents and service requests using a ticketing system.
• Define, track, and interpret key help desk performance metrics (e.g., FCR, MTTR).
• Develop and manage a Knowledge Base for self-service and team efficiency.
• Implement basic IT security practices as part of the support process.
• Understand the importance of Problem Management to reduce recurring incidents.
• Manage and optimize help desk tools and technology (e.g., remote access, ticketing).

• Entry-level and experienced Help Desk Technicians.
• Technical Support Specialists (Level 1 and Level 2).
• Help Desk Supervisors and Managers.
• Customer Service Representatives transitioning to a technical role.
• Individuals responsible for end-user support and satisfaction.

• Role-playing exercises focused on handling difficult customer interactions.
• Case studies on analyzing help desk metrics and identifying areas for improvement.
• Individual exercises in developing troubleshooting flowcharts and knowledge articles.
• Group activities focused on designing an effective service request catalog.

Unit 1: The Role of the Help Desk

• The value proposition of the modern service and help desk.
• Organizational models: centralized, decentralized, and virtual help desks.
• Understanding tiered support structures (Level 1, Level 2, Level 3).
• Key roles and responsibilities within a support team.

• Best practices for phone, email, chat, and in-person support.
• Active listening, empathy, and managing difficult customer situations.
• Techniques for setting and managing user expectations effectively.
• The importance of consistent and professional communication.

Unit 2: Incident and Service Request Management

• Logging, prioritization, and initial categorization of incidents.
• The six-step incident troubleshooting methodology.
• Effective escalation procedures and inter-team collaboration.
• Incident resolution, closure, and user follow-up.

• Defining standard service requests and request catalog creation.
• Automating and streamlining the request fulfillment process.
• Difference between an Incident and a Service Request.
• Integration of service requests with change enablement.

Unit 3: Tools, Metrics, and Optimization

• Overview of ticketing and IT Service Management (ITSM) systems.
• Remote desktop and support tools and best practices for their use.
• Implementing a self-service portal for users.
• Use of asset management tools in the support process.

• Key Performance Indicators (KPIs): FCR (First Call Resolution), MTTR (Mean Time to Resolve).
• Tracking and reporting on customer satisfaction (CSAT) scores.
• Staffing models and scheduling for 24/7 coverage.
• Budgeting for technology and personnel resources.

Unit 4: Knowledge and Problem Management

• The process of capturing, structuring, and maintaining knowledge.
• Creating a high-quality, searchable internal and external Knowledge Base.
• Techniques for writing effective knowledge articles and FAQs.
• Integrating KM into the incident resolution workflow.

• Differentiating between Incidents, Problems, and Known Errors.
• Root Cause Analysis (RCA) techniques (e.g., 5 Whys, Fishbone).
• Developing and implementing workarounds and permanent fixes.
• Proactive activities to prevent future incidents.