Great Help Desk and Internal IT Client Service

Audience:

This course is designed for help desk and service desk professionals, IT support staff, and IT analysts or administrators who interact with internal users. It is also ideal for entry- to mid-level IT professionals looking to strengthen their client service skills, as well as team leads responsible for user satisfaction. Non-IT professionals who provide internal support may also benefit from the communication frameworks covered.

Prerequisites:

There are no formal prerequisites for this course. Participants should have basic familiarity with internal service roles and some experience working with or supporting internal users. This course focuses on service delivery and communication rather than technical troubleshooting.

Course Description:

User satisfaction comes from great internal client service. This class is specifically designed for individuals and departments that provide services to fellow employees within their company, as opposed to external clients. For example, the Sales, Marketing, Finance and Human Resources groups are clients of the Information Technology (IT) department because IT provides services to these groups.

User satisfaction requires more than only technical ability. It also requires the capability to understand user needs, communicate effectively, properly measure user satisfaction and the ability to create a service-oriented environment.

Course Objectives:

Upon completion of the Great Help Desk and Internal IT Client Service course, students will be able to:

• Enhance Help Desk and Service Desk service quality and user satisfaction
• Use influence-related techniques to help manage user behavior
• Measure and document Help Desk and Service Desk related activities
• Build a user and best practices library

This class is offered through a partnership with the ITML Institute.