Service Desk/Helpdesk Practitioners’ Course

OVERVIEW:

This course identifies and discusses the activities needing to take place in order to ensure that IT incidents are being reacted to effectively and efficiently by the correct support resources, within the timescales required by the business. The service desk is an essential part of the communication between users and the IT department.. This course will benefit IT Service/Help Desk and in general ICT support staff who are normally the first to be contacted when end-users encounter IT related incidences. Participants will also learn how to deal effectively with a wide variety of customer situations and to create positive interaction between customers and coworkers.