Description

Ensuring optimal service center (Helpdesk) performance is a crucial element in ensuring user satisfaction, operational stability and credibility of an IT department. This course aims to provide the skills and knowledge needed to establish and improve an effective Helpdesk.

Who is this training for ?

For whom ?

Customer service center manager, project manager, manager responsible for setting up a Helpdesk, floor supervisor, front and back office Hotliner. Helpdesk Manager.

Prerequisites

• Basic knowledge of ITIL® processes and architecture.

Training objectives

Understand the role of a Helpdesk within the IT department

Establish the roles, responsibilities and missions of the actors in a Helpdesk

Set up a Helpdesk

Track service activity and reports

Define performance and quality tools and indicators

Training program

• Problems, responsibilities and missions of the actors
  • The origins of the Helpdesk. Definition. Purpose.
  • Problems and consequences. Expected, desired, provided service.
  • Responsibilities and missions of the actors.
  • Indispensible function for the effective management of services.
  • Structuring workplace for the provision of services.
  • First line for incident management.
  • Mission, rules and responsibilities of the Helpdesk function.
  • The volume. The sizing of resources.
• Structuring incident processes
  • Organization and maturity of the service.
  • Service levels (SLA, OLA).
  • Technical infrastructure and typology.
  • Input/output information.
  • Processing of activities and tasks according to the profile.
  • Incident life cycle.
  • Incident models and major incident.
  • Escalate and restart.
• Helpdesk activities
  • Get back into service while minimizing the impact of incidents.
  • Support requests end-to-end.
  • Track service activity and generate reports.
  • Identify new services.
  • Collapse costs and increase productivity.
  • Improve user satisfaction.
• Helpdesk resources and tools
  • Smart phone tools.
  • PBX switches.
  • Automatic call distributor (ACD).
  • Telephony/computer coupling (CTI).
  • The interactive voice server (IVR).
  • The integrated park and ticket tools.
  • The status of the Helpdesk specialist.
  • The ideal profile. Skills matrix: customer orientation, focused on business objectives, methodological...
• Quality management tools
  • Define performance and quality indicators.
  • Availability versus unavailability.
  • Availability indicators defined by the SLA according to ITIL®: MTTR, MTBF, MTBSI, MTRS, AST, etc.
  • Calls served, abandoned, deterred.
  • Flow per hour, day, week, month.
  • Number of employees per time slot.
  • Balanced scorecards, Balance Scorecard (BSC).