In many organizations, Help Desks are becoming the central area for end user support. Being an integral part of the Information Technology Support function can be challenging, frustrating, and exciting all at once. This course will teach innovative and "best practice" techniques in customer service, offering support to your customers, and creating a help desk that other companies would want to model theirs after.
We will learn to meet and surpass rising customer expectations. We will also learn how to motivate and reward our staff and increase staff productivity. Overall, our goal is to enhance the support experience when our external and internal customers call us with a need or a problem.
In this course, you will learn how to evaluate your current helpdesk, improvements you can make, how to hire effective help desk employees, and how to train and evaluate those employees.
